Purpose Artificial intelligence (AI) is transforming consumers' experiences and how firms
identify, create, nurture and manage interactive marketing relationships. However, most …

This article reports findings from four studies examining blame attribution following service
failures perpetrated by frontline robots or human service providers. Findings show that when …

In this article, the authors examine the effect of regulatory focus and privacy concerns on
consumers' responses to highly personalized chatbot advertising. Findings from two …

This study examines the impact of anthropomorphic chatbots and virtual reality experiences
on the brand experience of online travel agencies. The study targeted three different online …

The use of digital employees (DEs)—chatbots powered by artificial intelligence (AI)—is
becoming increasingly common in the service industry. However, it is unclear whether …

The transformative capacity of artificial intelligence (AI) in different sectors is rapidly
progressing. One of the sectors in which there has been an increase in these developments …

With the rising popularity of virtual reality, big data, and artificial intelligence (AI), social
avatars have become important elements in user-generated content on social platforms …

Could a subtle shift in the language used by chatbots improve service interactions? This
research suggests that a chatbot's use of interjections (eg,“wow” and “hmm”), can shape …

Purpose This paper aims to investigate textual characteristics of customer reviews that
motivate companies to respond (sentiment negativity and sentiment deviation) and how …

A detailed search was conducted to create a bibliography of articles related to the mission of
the Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior …