An increasing number of firms introduce service robots, such as physical robots and virtual
chatbots, to provide services to customers. While some firms use robots that resemble …

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

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 …

Technology developments relating to automation, artificial intelligence, and robots have
transformed the landscape of service industries, including hospitality and tourism. Through a …

As artificial intelligent technologies have been increasingly applied in tourism and hospitality
industry, the service failure caused by artificial intelligence assistant and how to recover …

Purpose Drawing on the cognitive–affective–conative framework, this study aims to develop
a model of service robot acceptance in the hospitality sector by incorporating both cognitive …

To advance understanding of how well different types of brand relationships drive customer
brand loyalty and to help companies improve the effectiveness of their relationship-building …

Artificial intelligence technology has been increasingly applied in the hospitality and tourism
industry, and it is a matter of concern how to increase customer adoption of AI applications in …

The role of virtual salesperson (VS) and the importance of customer reviews in facilitating
online purchase decisions and sales have recently received much attention from technology …

We examine how anthropomorphizing a temptation impacts consumer self-control. Six
studies show that anthropomorphizing a tempting product impairs self-control not by …