A systematic review of brand transgression, service failure recovery and product-harm crisis: integration and guiding insights
Research studies on brand transgression (BT), service failure and recovery (SFR), and
product-harm crisis (PHC) appear to have a common focus, yet the three streams developed …
product-harm crisis (PHC) appear to have a common focus, yet the three streams developed …
Humanizing brands: When brands seem to be like me, part of me, and in a relationship with me
DJ MacInnis, VS Folkes - Journal of Consumer Psychology, 2017 - Elsevier
We review a growing body of research in consumer behavior that has examined when
consumers humanize brands by perceiving them as like, part of, or in a relationship with …
consumers humanize brands by perceiving them as like, part of, or in a relationship with …
Artificial empathy in marketing interactions: Bridging the human-AI gap in affective and social customer experience
Artificial intelligence (AI) continues to transform firm-customer interactions. However, current
AI marketing agents are often perceived as cold and uncaring and can be poor substitutes …
AI marketing agents are often perceived as cold and uncaring and can be poor substitutes …
Blame the bot: Anthropomorphism and anger in customer–chatbot interactions
Chatbots have become common in digital customer service contexts across many industries.
While many companies choose to humanize their customer service chatbots (eg, giving …
While many companies choose to humanize their customer service chatbots (eg, giving …
To err is human (-oid): how do consumers react to robot service failure and recovery?
Robots are the next wave in service technology; however, this advanced technology is not
perfect. This research examines how social perceptions regarding the warmth and …
perfect. This research examines how social perceptions regarding the warmth and …
Customer service chatbots: Anthropomorphism and adoption
B Sheehan, HS Jin, U Gottlieb - Journal of Business Research, 2020 - Elsevier
Firms are deploying chatbots to automate customer service. However, miscommunication is
a frequent occurrence in human-chatbot interaction. This study investigates the relationship …
a frequent occurrence in human-chatbot interaction. This study investigates the relationship …
[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 …
Domo arigato Mr. Roboto: Emergence of automated social presence in organizational frontlines and customers' service experiences
Technology is rapidly changing the nature of service, customers' service frontline
experiences, and customers' relationships with service providers. Based on the prediction …
experiences, and customers' relationships with service providers. Based on the prediction …
The effect of implementing chatbot customer service on stock returns: An event study analysis
D Fotheringham, MA Wiles - Journal of the Academy of Marketing Science, 2023 - Springer
Abstract Advancements in conversational Artificial Intelligence (AI) have led to rapid growth
in firms' use of AI chatbots in customer service roles. While the shareholder wealth effects of …
in firms' use of AI chatbots in customer service roles. While the shareholder wealth effects of …
Making sense? The sensory-specific nature of virtual influencer effectiveness
The current research examines consumers' responses to sensory endorsements from virtual
influencers. The authors reveal that consumers perceive virtual and human influencers to …
influencers. The authors reveal that consumers perceive virtual and human influencers to …