000161772 001__ 161772
000161772 005__ 20251017144616.0
000161772 0247_ $$2doi$$a10.1080/02642069.2025.2508975
000161772 0248_ $$2sideral$$a144433
000161772 037__ $$aART-2025-144433
000161772 041__ $$aeng
000161772 100__ $$aRuiz-Equihua, Daniel
000161772 245__ $$aEmployee-robot collaboration in services: psychological ownership, customer attributions and engagement
000161772 260__ $$c2025
000161772 5060_ $$aAccess copy available to the general public$$fUnrestricted
000161772 5203_ $$aThis research examines, through two studies, the relationship between psychological ownership triggers in service robots (perceived manipulability, receptiveness, and attractiveness) and customer engagement arising during service encounters where employee-robot collaboration occurs. Employing partial least squares, fuzzy-set qualitative comparative analysis, and text analysis in two studies, this study demonstrates that manipulability, receptiveness, and attractiveness are positively related to customer engagement with the service robot, mediated by customer attributions of service enhancement. Customer attributions of cost reductions do not exert any influence during this process, either directly or indirectly. Results indicate that companies can activate psychological ownership feelings by properly combining robot design, service-level cues, and customer segments to ensure that customers find service robots manipulable, receptive, and attractive when they collaborate with humans.
000161772 540__ $$9info:eu-repo/semantics/embargoedAccess$$aby-nc-nd$$uhttps://creativecommons.org/licenses/by-nc-nd/4.0/deed.es
000161772 655_4 $$ainfo:eu-repo/semantics/article$$vinfo:eu-repo/semantics/acceptedVersion
000161772 700__ $$aRomero, Jaime
000161772 700__ $$0(orcid)0000-0002-9643-2814$$aCasaló, Luis V.$$uUniversidad de Zaragoza
000161772 7102_ $$14011$$2095$$aUniversidad de Zaragoza$$bDpto. Direc.Mark.Inves.Mercad.$$cÁrea Comerci.Investig.Mercados
000161772 773__ $$g(2025), 1-28$$pServ. ind. j.$$tSERVICE INDUSTRIES JOURNAL$$x0264-2069
000161772 8564_ $$s724837$$uhttps://zaguan.unizar.es/record/161772/files/texto_completo.pdf$$yPostprint$$zinfo:eu-repo/date/embargoEnd/2026-12-13
000161772 8564_ $$s1041712$$uhttps://zaguan.unizar.es/record/161772/files/texto_completo.jpg?subformat=icon$$xicon$$yPostprint$$zinfo:eu-repo/date/embargoEnd/2026-12-13
000161772 909CO $$ooai:zaguan.unizar.es:161772$$particulos$$pdriver
000161772 951__ $$a2025-10-17-14:19:28
000161772 980__ $$aARTICLE