Research has shown that the authenticity of positive emotional displays during traditional service encounters (i.e., human-human interactions) is particularly important. Due to digitization, traditional interpersonal interactions are being replaced in favor of human-machine interactions. This study answers the question regarding the relevance of the authenticity of automated service encounters. By presenting current research and the results of a moderated moderation analysis, the authors show that the relevance of authenticity depends on the generation of the customer.
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Olk, S., Tscheulin, D.K. (2020). Relevance of Authenticity in the World of Automated Service Encounters. In: Bruhn, M., Hadwich, K. (eds) Automatisierung und Personalisierung von Dienstleistungen. Forum Dienstleistungsmanagement. Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-658-30166-8_10
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