This study is the first to provide an integrated view on the body of knowledge of artificial
intelligence (AI) published in the marketing, consumer research, and psychology literature …

Purpose The paper focuses on extended reality technologies and their potential contribution
to the improvement of services. First, it identifies extended reality technologies (AR/VR) as …

Although robots are increasingly used in service provision, research cautions that
consumers are reluctant to accept service robots. Five lab, field, and online studies reveal an …

This research draws upon the increasing usage of AI in service. It aims at understanding the
extent to which AI systems have multiple intelligence types like humans and if these types …

Purpose Service robots are now an integral part of people's living and working environment,
making service robots one of the hot topics for service researchers today. Against that …

Purpose Various consumer-facing artificial intelligence (AI) applications are used to interact
with consumers at all purchase stages, and related research has sharply increased. This …

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 …

This study aims to bridge a gap in the extant research by examining consumer behavior that
is unrelated to, but elicited by, service robots. The results of six studies showed that …

Although technology advancements provide opportunities for social interactions, reports
show that people have never felt so alone and are increasingly adopting AI friendship and …

The use of Artificial Intelligence (AI) has grown rapidly in the service industry and AI's
emotional capabilities have become an important feature for interacting with customers. The …