How smart should a service robot be?
Service robots are taking over the frontline. They can possess three types of artificial
intelligence (AI): mechanical, thinking, and feeling AI. Although these intelligences …
intelligence (AI): mechanical, thinking, and feeling AI. Although these intelligences …
[HTML][HTML] Chatbots or me? Consumers' switching between human agents and conversational agents
CY Li, JT Zhang - Journal of Retailing and Consumer Services, 2023 - Elsevier
With the application of artificial intelligence (AI) technology in organizational frontlines,
customers' service experiences have begun to shift from interactions with service personnel …
customers' service experiences have begun to shift from interactions with service personnel …
Attachment styles moderate customer responses to frontline service robots: Evidence from affective, attitudinal, and behavioral measures
Despite the growing application of interactive technologies like service robots in customer
service, there is limited understanding about how customers respond to interactions with …
service, there is limited understanding about how customers respond to interactions with …
More than a bot? The impact of disclosing human involvement on customer interactions with hybrid service agents
The proliferation of hybrid service agents—combinations of artificial intelligence (AI) and
human employees behind a single interface—further blurs the line between humans and …
human employees behind a single interface—further blurs the line between humans and …
[HTML][HTML] When do AI chatbots lead to higher customer satisfaction than human frontline employees in online shopping assistance? Considering product attribute type
Y Ruan, J Mezei - Journal of Retailing and Consumer Services, 2022 - Elsevier
The increasing adoption of AI chatbots in online shopping assistance, as a complement or
substitute for human frontline employees (HFLEs), leads to the question whether HFLEs …
substitute for human frontline employees (HFLEs), leads to the question whether HFLEs …
How intelligent automation, service robots, and AI will reshape service products and their delivery
Intelligent Automation in form of robots, smart self-service technologies, wearable
technologies, software and systems such as machine learning, generative artificial …
technologies, software and systems such as machine learning, generative artificial …
Rage against the machine: experimental insights into customers' negative emotional responses, attributions of responsibility, and coping strategies in artificial …
G Pavone, L Meyer-Waarden… - Journal of Interactive …, 2023 - journals.sagepub.com
In their interactions with chatbots, consumers often encounter technology failures that evoke
negative emotions, such as anger and frustration. To clarify the effects of such encounters …
negative emotions, such as anger and frustration. To clarify the effects of such encounters …
How do consumers react to chatbots' humorous emojis in service failures
D Liu, Y Lv, W Huang - Technology in Society, 2023 - Elsevier
Prior research has shown that humor can positively impact service recovery in face-to-face
interactions. However, the efficacy of using humor in virtual environments for chatbots to …
interactions. However, the efficacy of using humor in virtual environments for chatbots to …
Customer acceptance of AI in service encounters: understanding antecedents and consequences
In this chapter, we take a customer-centric view of narrow artificial intelligence (AI), or task-
specific AI applications. Because of the breadth and extent of AI applications, we limit our …
specific AI applications. Because of the breadth and extent of AI applications, we limit our …
Service robots: Drivers of perceived responsibility for service outcomes
The use of service robots is on the rise. Characterized by technology autonomy with a
physical embodiment, service robots have a higher level of social presence than other …
physical embodiment, service robots have a higher level of social presence than other …