Anthropomorphism has been identified as an effective marketing and communication tool in
the hospitality and tourism industry. However, the application of anthropomorphism is …

This research investigates the impact of using emojis (ie, the pleading-face emoji) on
customer forgiveness in relation to handling complaints on social media. Specifically, this …

Although chatbots have been widely used in dealing with service complaints, knowledge
about the recovery performance of chatbots is limited. Drawing upon lay belief and …

This research explored whether customer forgiveness mediated the relationships between
service failure severity (SFS) and customers' coping behaviors and examined the …

This study examines the double-edged sword effect of chatbot agent anthropomorphism on
customer acceptance in retail e-commerce using social response theory. Scenario-based …

Conversational agents are increasingly handling a significant volume of service interactions
and are projected to handle up to 95% of customer service interactions. However, like any …

As shopper-facing retail technology (SFRT) increasingly replaces human interactions in
retail environments, many businesses are considering how to make their retail technology …

Purpose This study aims to provide a new perspective on the impact of mortality threats on
consumer behavior through the lens of brand anthropomorphism. It examines the mediating …

Purpose Food waste is a big problem where millions of pounds of produce are discarded
every year because they are imperfect or unattractive. Despite the societal implications of …

Artificial intelligence (AI) chatbot have become increasingly popular as a tool for improving
employee productivity over the last few years. In the early stages of AI chatbot development …