Alexander P. Henkel
Cited by
Cited by
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
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
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
Prosocial versus instrumental motives for interpersonal emotion regulation
K Niven, AP Henkel, J Hanratty
Journal of Theoretical Social Psychology 3 (2), 85-96, 2019
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
A creative destruction approach to replication: Implicit work and sex morality across cultures
W Tierney, JH Hardy, CR Ebersole, D Viganola, EG Clemente, ...
Journal of Experimental Social Psychology, 2020
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
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
Bots at the Frontline: How Consumers Perceive Firms that Employ Service Robots
N Castelo, J Boegershausen, CA Hildebrand, A Henkel
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
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
How Robotic Customer Service Impacts Consumers’ Evaluation of the Firm
N Castelo, J Boegershausen, C Hildebrand, A Henkel
ACR North American Advances, 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
Emotions and technology in pension service interactions: Taking stock and moving forward
W Eberhardt, AP Henkel, C Hoet
Netspar Industry Series 144, 2020
Social Dynamics of Service Interactions
AP Henkel
QUIS 15th International research symposium on service excellence in management, 2017
Unheard Consumers: A Resource Perspective on the Goal Pursuit of Families with Hearing Impaired Children
A Henkel, J Boegershausen, R Ciuchita, G Odekerken-Schröder
Winter Marketing Academic Conference 2016, Las Vegas, Nevada, USA, 26-28 …, 2016
The Undesired Discounting Effect of Budget Brands: How Brand Positioning Affects Perceptions of Customer Service Representatives’ Human Qualities
AP Henkel, J Boegershausen, K Aquino, J Lemmink
ACR North American Advances, 2016
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