Brand Anthropomorphism (BA) is gaining prominence in both marketing research and
practice. Researchers have often used different perspectives for studying humanized …

Many firms are beginning to replace customer service employees with bots, from humanoid
service robots to digital chatbots. Using real human–bot interactions in lab and field settings …

Objectification refers to the perception and treatment of human beings as mere objects.
Although this dehumanizing process has deeply permeated the domain of work throughout …

Retail sales has consistently faced threats by technology throughout history, with the recent
advent of Artificial Intelligence (AI) posing the most recent challenge. It is often said that …

Since rapid economic growth has led to the overuse of natural resources and environmental
degradation, increasing attention has been paid to environmental problems. This study aims …

The definition and role of morality within society have been enduring questions across
disciplines and time. From philosophers, to theologians, economists, and psychologists …

The current research advances understanding of how consumers respond to embarrassing
service encounters. Across a combination of field and online studies, the authors provide …

Purpose Frontline service employees (FSEs) face high demands of emotional labor when
dealing with difficult, and sometimes even uncivil, customer behavior while attempting to …

Despite rapid growth of the sharing economy, little is known about consumers' reactions
when sharing services fail. Drawing on attribution theory, in three studies we show that …

Human enhancement products allow consumers to radically enhance their mental abilities.
Focusing on cognitive enhancements, we introduce and study a novel factor …