The notion of 'anthropomorphism'has been a subject of intrigue for transdisciplinary
academics and scholars for the longest time, as the origin of this concept dates back to the …

Retailers are employing non-human endorsers as alternatives to traditional celebrities in
digital marketing. We seek to identify the aspects of human-like virtual influencer …

Robot service failure and subsequent user behavioral responses have emerged as a
prominent scientific issue, warranting attention from multiple disciplines. A review of existing …

Abstract Service robots are beginning to be a popular choice in the frontline of customer
service. It is important to explore how interacting with humanoid service robots (vs. human …

With the growing use of robots in the service industry, service failures have increased. This
study applies the Communication Accommodation Theory to examine how robot employees' …

Service robots are used in all aspects of the service industry and improve business
efficiency dramatically. However, service robot failures are also prevalent. This paper …

Recent years have seen increased interest in applying robots to the retail sector. The
present research aims to learn the criteria that make people more or less likely to use retail …

Purpose Artificial intelligence (AI) agents have been increasingly applied in the tourism and
hospitality industry. However, AI service failure is inevitable. Thus, AI service recovery merits …

Chatbots are being increasingly utilized for service recovery in e-commerce. However,
chatbot communication styles in service recovery and their impacts on consumer satisfaction …

Abstract Co-creation 5.0 is a new era in which frontline employees (FLE) and service robots
work as a team. This study examines the consequences of co-creation 5.0 on service …