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Alexander P. Henkel
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Robotic transformative service research: Deploying social robots for consumer well-being during COVID-19 and beyond
AP Henkel, M Čaić, M Blaurock, M Okan
Journal of Service Management 31 (6), 1131-1148, 2020
1532020
The social dimension of service interactions: Observer reactions to customer incivility
AP Henkel, J Boegershausen, A Rafaeli, J Lemmink
Journal of Service Research 20 (2), 120-134, 2017
1072017
Half human, half machine–augmenting service employees with AI for interpersonal emotion regulation
AP Henkel, S Bromuri, D Iren, V Urovi
Journal of Service Management 31 (2), 247-265, 2020
752020
A creative destruction approach to replication: Implicit work and sex morality across cultures
W Tierney, J Hardy III, CR Ebersole, D Viganola, EG Clemente, M Gordon, ...
Journal of Experimental Social Psychology 93, 104060, 2021
462021
Understanding and improving consumer reactions to service bots
N Castelo, J Boegershausen, C Hildebrand, AP Henkel
Journal of Consumer Research 50 (4), 848-863, 2023
382023
Examining the generalizability of research findings from archival data
A Delios, EG Clemente, T Wu, H Tan, Y Wang, M Gordon, D Viganola, ...
Proceedings of the National Academy of Sciences 119 (30), e2120377119, 2022
372022
Discounting humanity: When consumers are price conscious, employees appear less human
AP Henkel, J Boegershausen, JA Hoegg, K Aquino, J Lemmink
Journal of Consumer Psychology 28 (2), 272-292, 2018
362018
Using AI to predict service agent stress from emotion patterns in service interactions
S Bromuri, AP Henkel, D Iren, V Urovi
Journal of Service Management 32 (4), 581-611, 2021
302021
Prosocial versus instrumental motives for interpersonal emotion regulation
K Niven, AP Henkel, J Hanratty
Journal of Theoretical Social Psychology 3 (2), 85-96, 2019
302019
Evaluation of a financial portfolio visualization using computer displays and mixed reality devices with domain experts
K Schroeder, B Ajdadilish, AP Henkel, A Calero Valdez
Proceedings of the 2020 CHI Conference on Human Factors in Computing Systems …, 2020
162020
A transdisciplinary review and framework of consumer interactions with embodied social robots: Design, delegate, and deploy
M Blaurock, M Čaić, M Okan, AP Henkel
International Journal of Consumer Studies 46 (5), 1877-1899, 2022
152022
Robotic role theory: an integrative review of human–robot service interaction to advance role theory in the age of social robots
M Blaurock, M Čaić, M Okan, AP Henkel
Journal of Service Management 33 (6), 27-49, 2022
142022
Comparing neural networks for speech emotion recognition in customer service interactions
B Waelbers, S Bromuri, AP Henkel
2022 International Joint Conference on Neural Networks (IJCNN), 1-8, 2022
62022
Storm after the quiet: How marketplace interactions shape consumer resources in collective goal pursuits
AP Henkel, J Boegershausen, R Ciuchita, G Odekerken-Schröder
Journal of the Association for Consumer Research 2 (1), 26-47, 2017
42017
Show me my future: Data-driven storytelling and pension communication
K Schroeder, I Eberhardt, W Eberhardt, A Henkel
Netspar, Network for Studies on Pensions, Aging and Retirement, 2023
12023
Research horizons of smart service technologies–Special section editorial
N Bilstein, APP Henkel, K Heinonen
Journal of Service Theory and Practice 34 (2), 157-162, 2024
2024
Creating Customer Service Bots That People Don’t Hate
J Boegershausen, N Castelo, C Hildebrand, AP Henkel
Harvard Business Review Digital 2023 (30 October), 1-5, 2023
2023
Bots at the Frontline: How Consumers Perceive Firms that Employ Service Robots
N Castelo, J Boegershausen, CA Hildebrand, A Henkel
2021
Synthesizing the state-of-the-art of human-robot interaction for designing the organizational frontline of the future
M Blaurock, M Čaic, M Okan, AP Henkel
16th International Research Conference in Service Management, 17-17, 2020
2020
How robotic customer service impacts consumers’ evaluation of the firm, (special session on "Consumer consequences of robotic replacement")
N Castelo, J Boegerhausen, CA Hildebrand, AP Henkel
ACR North American Advances, 2020
2020
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