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Publications

Söderlund M., 2024, Word-of-mouth revisited: Human employees and service robots in the service encounter and the role of attribution of theory of mind, Journal of Retailing and Consumer Services, 81 (November), 103964.
https://www.sciencedirect.com/science/article/pii/S0969698924002601
 

Söderlund M. and Natorina A., 2024, Service robots in a multi-party setting: An examination of robots’ ability to detect human-to-human conflict and its effects on robot evaluations, Technology in Society, 77 (June), 102560.
https://www.sciencedirect.com/science/article/pii/S0160791X24001088
 

Söderlund M., 2023, Who is who in the age of service robots: The impact of robots’ demand for user identification in human-to-robot interactions, Computers in Human Behavior: Artificial Humans, 1 (2).
https://doi.org/10.1016/j.chbah.2023.100013.
 

Söderlund M., 2023, Service robot verbalization in service processes with moral implications and its impact on satisfaction, Technological Forecasting and Social Change, 196 (November).
https://doi.org/10.1016/j.techfore.2023.122831.
 

Söderlund M., 2023, ‘I do not know’: An examination of reactions to virtual agents that fail
to answer the user’s questions, The International Review of Retail, Distribution and Consumer Research, 34 (2), 228–250.
https://www.sciencedirect.com/science/article/pii/S0160791X24001088
 

Söderlund M., 2023, Service robots and artificial morality: An examination of robot behavior
that violates human privacy, Journal of Service Theory and Practice, 33 (7), 52-72.
https://www.emerald.com/insight/content/doi/10.1108/JSTP-09-2022-0196/full/html
 

Söderlund M., 2023, What is it like to be idle versus busy for a service machine? Psychology & Marketing, 40 (6), 1237-1248.
https://onlinelibrary.wiley.com/doi/full/10.1002/mar.21806
 

Söderlund M., 2022, Service robots with (perceived) theory of mind: An examination of humans’ reactions, Journal of Retailing and Consumer Services, 67 (July).
https://doi.org/10.1016/j.jretconser.2022.102999.
 

Söderlund M., Oikarinen E.-L. and Tan T.M., 2022, The hard-working virtual agent in the service encounter boosts customer satisfaction, The International Review of Retail, Distribution and Consumer Research, 32 (4), 388-404.
https://www.tandfonline.com/doi/full/10.1080/09593969.2022.2042715
 

Söderlund M., 2022, When service robots look at themselves in the mirror: An examination of
the effects of perceptions of robotic self-recognition, Journal of Retailing and Consumer Services, 64 (January).
https://doi.org/10.1016/j.jretconser.2021.102820.
 

Söderlund M., Oikarinen E.-L. and Tan T.M., 2021, The happy virtual agent and its impact on
the human customer in the service encounter, Journal of Retailing and Consumer Services, 59 (March).
https://doi.org/10.1016/j.jretconser.2020.102401.
 

Söderlund M. and Oikarinen E.-L., 2021, Service encounters with virtual agents: An examination of perceived humanness as a source of customer satisfaction, European Journal of Marketing, 55 (13), 94-121.
 

Söderlund M, 2021, The robot-to-robot service encounter: An examination of the impact of inter-robot warmth, Journal of Services Marketing, 35 (9), 15-27.
https://www.emerald.com/insight/content/doi/10.1108/JSM-01-2021-0006/full/html
 

Söderlund M, 2020, Employee encouragement of self-disclosure in the service encounter and
its impact on customer satisfaction, Journal of Retailing and Consumer Services, 53 (March).
https://www.sciencedirect.com/science/article/pii/S096969891931210X

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