The psychology of luxury consumption

D Dubois, SJ Jung, N Ordabayeva - Current Opinion in Psychology, 2021 - Elsevier
Highlights•Biological, socio-psychological, and structural factors drive consumers' desire for
luxury.•Luxury consumption combines traditional and novel forms of consumption, as well as …

Mapping the luxury research landscape: A bibliometric citation analysis

H Gurzki, DM Woisetschläger - Journal of business research, 2017 - Elsevier
This paper provides a systematic review of the current state of luxury research by mapping
the research landscape to identify key research clusters, publications, and journals that have …

Alexa, she's not human but… Unveiling the drivers of consumers' trust in voice‐based artificial intelligence

V Pitardi, HR Marriott - Psychology & Marketing, 2021 - Wiley Online Library
With the development of deep connections between humans and Artificial Intelligence voice‐
based assistants (VAs), human and machine relationships have transformed. For …

To err is human (-oid): how do consumers react to robot service failure and recovery?

S Choi, AS Mattila, LE Bolton - Journal of Service Research, 2021 - journals.sagepub.com
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 …

Service robots rising: How humanoid robots influence service experiences and elicit compensatory consumer responses

M Mende, ML Scott, J Van Doorn… - Journal of …, 2019 - journals.sagepub.com
Interactions between consumers and humanoid service robots (HSRs; ie, robots with a
human-like morphology such as a face, arms, and legs) will soon be part of routine …

Check-in at the Robo-desk: Effects of automated social presence on social cognition and service implications

V Yoganathan, VS Osburg, WH Kunz… - Tourism Management, 2021 - Elsevier
The rise of humanoid robots in hospitality services accelerates the need to understand
related consumer reactions. Four scenario-based experiments, building on social presence …

Domo arigato Mr. Roboto: Emergence of automated social presence in organizational frontlines and customers' service experiences

J Van Doorn, M Mende, SM Noble… - Journal of service …, 2017 - journals.sagepub.com
Technology is rapidly changing the nature of service, customers' service frontline
experiences, and customers' relationships with service providers. Based on the prediction …

Bots with feelings: Should AI agents express positive emotion in customer service?

E Han, D Yin, H Zhang - Information Systems Research, 2023 - pubsonline.informs.org
Customer service employees are generally advised to express positive emotion during their
interactions with customers. The rise and maturity of artificial intelligence (AI)–powered …

I, chatbot! the impact of anthropomorphism and gaze direction on willingness to disclose personal information and behavioral intentions

G Pizzi, V Vannucci, V Mazzoli… - Psychology & …, 2023 - Wiley Online Library
The present research focuses on the interplay between two common features of the
customer service chatbot experience: gaze direction and anthropomorphism. Although the …

Does brand-consumer social sharing matter? A relational framework of customer engagement to brand-hosted social media

F Simon, V Tossan - Journal of Business research, 2018 - Elsevier
Despite the considerable expansion of brand-hosted social media, it is still not clear whether
and how brand-consumer social sharing contributes to virtual media engagement. Drawing …