This paper examines how users of anthropomorphised artificially intelligent (AI) agents,
which possess capabilities to mimic humanlike behaviour, relate psychologically to such …

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 …

Abstract The Retail Service Robot (RSR) is a humanoid robot that uses AI service
automation to provide customized shopping assistance. Based upon Computers-Are-Social …

Purpose This study investigates whether and how the service quality of artificial intelligence
(AI) chatbots affects customer loyalty to an organization. Design/methodology/approach …

Artificial intelligence (AI) is (re) shaping strategy, activities, interactions, and relationships in
business and specifically in marketing. The drawback of the substantial opportunities AI …

This study examines the influence of the perception of robot appearance and service context
on customers'/tourists' intention to use robots. Four studies confirm a congruity effect …

This study aims to explore the use of ChatGPT-4 in generating management responses to
customer reviews or complaints posted on Tripadvisor. Customer reviews and management …

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 …

Along with the popularity of service robots in various service settings, service robots are
often gendered as either female or male. This study examines the role of service robots' …

Purpose Chatbots are increasingly prevalent in the service frontline. Due to advancements
in artificial intelligence, chatbots are often indistinguishable from humans. Regarding the …