Journal
JOURNAL OF RETAILING AND CONSUMER SERVICES
Volume 70, Issue -, Pages -Publisher
ELSEVIER SCI LTD
DOI: 10.1016/j.jretconser.2022.103139
Keywords
Artificial intelligence; Telemarketing; Empathy; Mind perception; Anthropomorphism
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Artificial intelligence has become a popular trend in the market, and research shows that consumers have less empathy towards AI telesellers, making them more likely to hang up on AI telesellers. Anthropomorphism plays a moderating role in this effect.
Artificial intelligence (AI) applications in the market have become a buzzing trend. The current research proposed that consumers feel less empathy toward AI (vs. human) telesellers and thus tend to hang up on AI telesellers faster. Moreover, anthropomorphism (i.e., an individual tendency to attribute human qualities to nonhuman entities) moderates the above effect. Three studies provided evidence for the mediating role of empathy in the relationship between teleseller type and call duration and for the moderating role of anthropomorphism. We indeed found that the relationship between teleseller type and call duration via empathy is mitigated for consumers high in anthropomorphism.
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