Barone, Ada Maria; Stagno, Emanuela and Donato, Carmela. 2024. Call it robot: anthropomorphic framing and failure of self-service technologies. Journal of Services Marketing, 38(3), pp. 272-287. ISSN 0887-6045 [Article]

Barone, Ada Maria and Stagno, Emanuela. 2023. Artificial Intelligence along the Customer Journey A Customer Experience Perspective. Cham, Switzerland: Palgrave Macmillan. ISBN 9783031487910 [Book]