In this article we review research from the past decade that explores how elements of social
influence in the bricks-and-mortar retail environment impact customers. We focus our …

Unreal influence: leveraging AI in influencer marketing | Emerald Insight Books and journals
Case studies Expert Briefings Open Access Publish with us Advanced search Unreal influence …

Companies are increasingly employing text-based chatbots as a time and cost-efficient way
to interact with customers. While companies begin to explore anthropomorphic chatbot …

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 …

This paper introduces a conceptual framework for understanding new and futuristic in-store
technology infusions. First, we develop a 2× 2 typology of different innovative and futuristic …

Although robots are increasingly used in service provision, research cautions that
consumers are reluctant to accept service robots. Five lab, field, and online studies reveal an …

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 …

Extant communication theories predate the explosion of digital formats and technological
advances such as virtual reality, which likely explains their predominant focus on traditional …

Technology is rapidly changing the nature of service, customers' service frontline
experiences, and customers' relationships with service providers. Based on the prediction …

When customers journey from a need to a purchase decision and beyond, they rarely do so
alone. This article introduces the social customer journey, which extends prior perspectives …