[HTML][HTML] Understanding anthropomorphism in service provision: a meta-analysis of physical robots, chatbots, and other AI
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 …
chatbots, to provide services to customers. While some firms use robots that resemble …
[HTML][HTML] The impact of chatbots on customer loyalty: A systematic literature review
L Jenneboer, C Herrando… - Journal of theoretical and …, 2022 - mdpi.com
More and more companies have implemented chatbots on their websites to provide support
to their visitors on a 24/7 basis. The new customer wants to spend less and less time and …
to their visitors on a 24/7 basis. The new customer wants to spend less and less time and …
[HTML][HTML] Digital technologies: tensions in privacy and data
Driven by data proliferation, digital technologies have transformed the marketing landscape.
In parallel, significant privacy concerns have shaken consumer–firm relationships …
In parallel, significant privacy concerns have shaken consumer–firm relationships …
[HTML][HTML] Artificial empathy in marketing interactions: Bridging the human-AI gap in affective and social customer experience
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 …
AI marketing agents are often perceived as cold and uncaring and can be poor substitutes …
Authentically fake? How consumers respond to the influence of virtual influencers
Artificially created characters–virtual influencers–amass millions of followers on social
media and affect digital natives' engagement and decisionmaking in remarkable ways …
media and affect digital natives' engagement and decisionmaking in remarkable ways …
[HTML][HTML] A strategic framework for artificial intelligence in marketing
The authors develop a three-stage framework for strategic marketing planning, incorporating
multiple artificial intelligence (AI) benefits: mechanical AI for automating repetitive marketing …
multiple artificial intelligence (AI) benefits: mechanical AI for automating repetitive marketing …
Human baristas and robot baristas: How does brand experience affect brand satisfaction, brand attitude, brand attachment, and brand loyalty?
This study investigates the antecedents and consequences of brand satisfaction with the
moderating role of type of barista. For this, data were collected from customers who used a …
moderating role of type of barista. For this, data were collected from customers who used a …
Preference for robot service or human service in hotels? Impacts of the COVID-19 pandemic
Robots and artificial intelligence (AI) technologies are becoming more prominent in the
tourism industry. Nowadays, consumers are faced with multiple options involving both …
tourism industry. Nowadays, consumers are faced with multiple options involving both …
[HTML][HTML] The role of the human-robot interaction in consumers' acceptance of humanoid retail service robots
Abstract The Retail Service Robot (RSR) is a humanoid robot that uses AI service
automation to provide customized shopping assistance. Based upon Computers-Are-Social …
automation to provide customized shopping assistance. Based upon Computers-Are-Social …
[HTML][HTML] Examining artificial intelligence (AI) technologies in marketing via a global lens: Current trends and future research opportunities
Artificial intelligence (AI) has captured substantial interest from a wide array of marketing
scholars in recent years. Our research contributes to this emerging domain by examining AI …
scholars in recent years. Our research contributes to this emerging domain by examining AI …