Bots vs. humans: how schema congruity, contingency-based interactivity, and sympathy influence consumer perceptions and patronage intentions
Artificial intelligence (AI) is rapidly reconstructing consumer experiences with brands in
recent years. However, there have been the unsettled debates on whether humans react to …
recent years. However, there have been the unsettled debates on whether humans react to …
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 …
In AI we trust?” The effects of parasocial interaction and technopian versus luddite ideological views on chatbot-based customer relationship management in the …
Despite the hype surrounding Artificial Intelligence (AI), the potential of AI in customer
relationship management (CRM) remains underexplored in academia. A between-subjects …
relationship management (CRM) remains underexplored in academia. A between-subjects …
Investigating customers' responses to artificial intelligence chatbots in online travel agencies: The moderating role of product familiarity
Y Zhu, R Zhang, Y Zou, D Jin - Journal of Hospitality and Tourism …, 2023 - emerald.com
Purpose This paper aims to examine how consumers' perceptions of artificial intelligence
(AI) chatbots influence individuals' cognitive and emotional states and their subsequent …
(AI) chatbots influence individuals' cognitive and emotional states and their subsequent …
Examining the psychological process of developing consumer-brand relationships through strategic use of social media brand chatbots
As brands increasingly integrate artificial intelligence (AI)-enabled automation as part of
their communication efforts, marketers have employed social media brand chatbots to …
their communication efforts, marketers have employed social media brand chatbots to …
Artificial intelligent chatbots as brand promoters: a two-stage structural equation modeling-artificial neural network approach
Purpose This study investigates the determinants of effective human and artificial
intelligence (AI) relationship-building strategies for brands. It explores the antecedents and …
intelligence (AI) relationship-building strategies for brands. It explores the antecedents and …
Whether to trust chatbots: Applying the event-related approach to understand consumers' emotional experiences in interactions with chatbots in e-commerce
C Wang, Y Li, W Fu, J Jin - Journal of Retailing and Consumer Services, 2023 - Elsevier
Chatbots can be used in marketing services to substantially improve the consumer
experience. Based on cognitive appraisal theory, this study applied an event-related …
experience. Based on cognitive appraisal theory, this study applied an event-related …
Examining the effects of robots' physical appearance, warmth, and competence in frontline services: The Humanness‐Value‐Loyalty model
Because of continuous improvements in their underlying technologies, customers perceive
frontline robots as social actors with a high level of humanness, both in appearance and …
frontline robots as social actors with a high level of humanness, both in appearance and …
Enhancing chatbot effectiveness: The role of anthropomorphic conversational styles and time orientation
Chatbots are increasingly engaged in retail settings, although research shows that
consumers typically prefer engaging with humans over chatbots. Past literature has argued …
consumers typically prefer engaging with humans over chatbots. Past literature has argued …
What makes people feel empathy for AI chatbots? Assessing the role of competence and warmth
WB Kim, HJ Hur - International Journal of Human–Computer …, 2023 - Taylor & Francis
With the growth of contactless shopping, artificial intelligence (AI) chatbot services have
become an effective tool for brands to interact with consumers. We investigate the effects of …
become an effective tool for brands to interact with consumers. We investigate the effects of …