Social interactions can trigger emotional contagion between individuals resulting in
behavioral synchrony. Emotional contagion can be a very effective and attractive strategy in …

One of the most reliable and impactful methods for enhancing a persuasive appeal is to
match an aspect of the proposal (ie, its content, source, or the setting in which it is delivered) …

Artificial intelligence (AI) continues to transform firm-customer interactions. However, current
AI marketing agents are often perceived as cold and uncaring and can be poor substitutes …

We develop a conceptual framework for collaborative artificial intelligence (AI) in marketing,
providing systematic guidance for how human marketers and consumers can team up with …

People tend to align with the emotional state of the person that is talking to them (the
observed). Similarly, while processing information consumers can also experience this …

This research explored the impacts of frontline employees' communication styles (task-
oriented vs. social-oriented) on consumers' willingness to interact. The hypothesized …

Abstract Service failure and recovery research has primarily explored employees' emotional
intelligence but has largely overlooked customers' emotional intelligence. This study …

Purpose This study aims to establish a model for rapid and accurate emotion recognition in
restaurant online reviews, thus advancing the literature and providing practical insights into …

The creation and delivery of healthcare services are being transformed through patient-
engaging digital services. However, their effects on hospital performance are unclear. We …

While a significant number of studies have examined the effect of cognitive ability on social
behaviors, researchers have devoted insufficient attention to emotional ability as a …