In recent years, marketers have placed increased reliance upon artificial intelligence (AI)
and, subsequently, the use of virtual agents in customer service contexts is on the rise …

Purpose Extant research mainly focused on potentially negative customer responses to
service robots. In contrast, this study is one of the first to explore a service context where …

This paper investigates how service failures affect customers by comparing human-robot
interactions with human-human interactions. More specifically, it compares customers' …

Many firms are beginning to replace customer service employees with bots, from humanoid
service robots to digital chatbots. Using real human–bot interactions in lab and field settings …

Firms use robots to deliver an ever-expanding range of services. However, as service
failures are common, service recovery actions are necessary to prevent user churn. This …

Purpose Firms have begun to introduce virtual agents (VAs) in service encounters, both in
online and offline environments. Such VAs typically resemble human frontline employees in …

Virtual agents, a prevalent application of artificial intelligence, significantly enhance e-
commerce customer service (ie, online interactions that address customers' concerns). This …

Would consumers experience the same psychological processes when adopting AI service
robots in different service areas? Results of multigroup structural equation modeling (n …

This article develops a strategic framework for using artificial intelligence (AI) to engage
customers for different service benefits. This framework lays out guidelines of how to use …

Purpose The purpose of this research is to understand whether service robots can
safeguard servicescapes from deviant consumer behaviour. Using routine activity theory …