[HTML][HTML] AI anthropomorphism and its effect on users' self-congruence and self–AI integration: A theoretical framework and research agenda
This paper examines how users of anthropomorphised artificially intelligent (AI) agents,
which possess capabilities to mimic humanlike behaviour, relate psychologically to such …
which possess capabilities to mimic humanlike behaviour, relate psychologically to such …
Artificial intelligence in interactive marketing: A conceptual framework and research agenda
Purpose Artificial intelligence (AI) is transforming consumers' experiences and how firms
identify, create, nurture and manage interactive marketing relationships. However, most …
identify, create, nurture and manage interactive marketing relationships. However, most …
Corporate digital responsibility in service firms and their ecosystems
Digitization, artificial intelligence, and service robots carry serious ethical, privacy, and
fairness risks. Using the lens of corporate digital responsibility (CDR), we examine these …
fairness risks. Using the lens of corporate digital responsibility (CDR), we examine these …
Artificial intelligence service recovery: The role of empathic response in hospitality customers' continuous usage intention
X Lv, Y Yang, D Qin, X Cao, H Xu - Computers in Human Behavior, 2022 - Elsevier
Artificial intelligence (AI) service failures are inevitable in hospitality companies; thus, how AI
service recovery retains customers is an issue that cannot be ignored. This article focuses …
service recovery retains customers is an issue that cannot be ignored. This article focuses …
Customer-robot interactions: Understanding customer experience with service robots
D Huang, Q Chen, J Huang, S Kong, Z Li - International Journal of …, 2021 - Elsevier
Technology developments relating to automation, artificial intelligence, and robots have
transformed the landscape of service industries, including hospitality and tourism. Through a …
transformed the landscape of service industries, including hospitality and tourism. Through a …
Check-in at the Robo-desk: Effects of automated social presence on social cognition and service implications
The rise of humanoid robots in hospitality services accelerates the need to understand
related consumer reactions. Four scenario-based experiments, building on social presence …
related consumer reactions. Four scenario-based experiments, building on social presence …
Service robots, agency and embarrassing service encounters
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 …
service robots. In contrast, this study is one of the first to explore a service context where …
[HTML][HTML] Leveraging artificial intelligence in marketing for social good—An ethical perspective
E Hermann - Journal of Business Ethics, 2022 - Springer
Artificial intelligence (AI) is (re) shaping strategy, activities, interactions, and relationships in
business and specifically in marketing. The drawback of the substantial opportunities AI …
business and specifically in marketing. The drawback of the substantial opportunities AI …
[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 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 …