Service robots, agency and embarrassing service encounters

Article Business

Alexa, she's not human but horizontal ellipsis Unveiling the drivers of consumers' trust in voice-based artificial intelligence

Valentina Pitardi et al.

Summary: As humans interact with AI voice assistants, they tend to treat them as social entities and apply human social rules in their interactions, supporting the adoption of a para-social perspective.

PSYCHOLOGY & MARKETING (2021)

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Article Business

Consumers and Artificial Intelligence: An Experiential Perspective

Stefano Puntoni et al.

Summary: Artificial intelligence can provide important benefits to consumers, but may also present social and individual challenges when deployed. This research aims to explore the costs consumers may experience in their interactions with AI, identifying four types of consumer experiences and discussing policy and managerial avenues to address potential issues.

JOURNAL OF MARKETING (2021)

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Review Business

Understanding anthropomorphism in service provision: a meta-analysis of physical robots, chatbots, and other AI

Markus Blut et al.

Summary: An increasing number of firms are introducing service robots to provide services to customers, using either humanlike robots or machinelike robots. There is no consensus on whether customers' anthropomorphism of robots facilitates or constrains their use intention. The study synthesizes data from 11,053 individuals interacting with service robots to clarify this issue and develop a comprehensive model investigating the relationship between anthropomorphism and its antecedents and consequences.

JOURNAL OF THE ACADEMY OF MARKETING SCIENCE (2021)

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Article Business

Corporate digital responsibility

Lara Lobschat et al.

Summary: As digital technologies and data become more prevalent, ethical concerns arise. Corporate digital responsibility (CDR) is defined as guiding an organization's actions in the digital technology and data realm based on shared values and norms. This conceptualization opens up future research opportunities and discussions regarding CDR readiness, implementation, and success.

JOURNAL OF BUSINESS RESEARCH (2021)

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Article Business

Replaced by a Robot: Service Implications in the Age of the Machine

Fraser McLeay et al.

Summary: Service organizations are increasingly introducing robots to frontline service encounters, but may struggle to convince the public of their ethical credentials. This article investigates the effects of different roles and types of FLSRs on customer perceptions, highlighting the importance of customers' personal characteristics and cognitive evaluations. Findings support existing literature frameworks and explore the implications of using robots in service encounters.

JOURNAL OF SERVICE RESEARCH (2021)

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Article Business

Engaged to a Robot? The Role of AI in Service

Ming-Hui Huang et al.

Summary: This article presents a strategic framework for using AI to engage customers, based on considerations of nature of service task, service offering, strategy, and process. As AI evolves from mechanical to thinking to feeling, different types of AI should be used for different services. The article provides guidelines for service providers to leverage AI advantages and suggests future research directions.

JOURNAL OF SERVICE RESEARCH (2021)

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Article Business

Robotics for Customer Service: A Useful Complement or an Ultimate Substitute?

Li Xiao et al.

Summary: The study proposes a conceptual framework that explores the antecedents and consequences of adopting robotics in customer service operations, as well as the moderating effects of factors such as firm nature, service characteristics, and brand positioning on the relationship between robotics adoption and service quality. Actionable guidance for managers to implement robotics in customer service operations is also provided.

JOURNAL OF SERVICE RESEARCH (2021)

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Article Business

Frontline Cyborgs at Your Service: How Human Enhancement Technologies Affect Customer Experiences in Retail, Sales, and Service Settings

Dhruv Grewal et al.

JOURNAL OF INTERACTIVE MARKETING (2020)

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Article Management

After the revolution - new chances for service research in a digital world

Werner H. Kunz et al.

JOURNAL OF SERVICE MANAGEMENT (2020)

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Article Management

Robots or frontline employees? Exploring customers' attributions of responsibility and stability after service failure or success

Daniel Belanche et al.

JOURNAL OF SERVICE MANAGEMENT (2020)

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Article Business

Service robots, customers and service employees: what can we learn from the academic literature and where are the gaps?

Vinh Nhat Lu et al.

JOURNAL OF SERVICE THEORY AND PRACTICE (2020)

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Article Management

From automats to algorithms: the automation of services using artificial intelligence

Chris Meyer et al.

JOURNAL OF SERVICE MANAGEMENT (2020)

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Article Business

How artificial intelligence will change the future of marketing

Thomas Davenport et al.

JOURNAL OF THE ACADEMY OF MARKETING SCIENCE (2020)

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Review Business

A Review of Consumer Embarrassment as a Public and Private Emotion

Aradhna Krishna et al.

JOURNAL OF CONSUMER PSYCHOLOGY (2019)

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Article Management

Frontline Service Technology infusion: conceptual archetypes and future research directions

Arne De Keyser et al.

JOURNAL OF SERVICE MANAGEMENT (2019)

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Article Psychology, Multidisciplinary

When robots appear to have a mind: The human perception of machine agency and responsibility

Sophie van der Woerdt et al.

NEW IDEAS IN PSYCHOLOGY (2019)

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Article Business

Value of social robots in services: social cognition perspective

Martina Caic et al.

JOURNAL OF SERVICES MARKETING (2019)

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Article Business

Future service technologies: is service research on track with business reality?

Werner H. Kunz et al.

JOURNAL OF SERVICES MARKETING (2019)

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Article Business

Trust in humanoid robots: implications for services marketing

Michelle M. E. van Pinxteren et al.

JOURNAL OF SERVICES MARKETING (2019)

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Article Hospitality, Leisure, Sport & Tourism

Marketing robot services in hospitality and tourism: the role of anthropomorphism

Jamie Murphy et al.

JOURNAL OF TRAVEL & TOURISM MARKETING (2019)

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Article Business

Service Robots: Drivers of Perceived Responsibility for Service Outcomes

Moritz Joerling et al.

JOURNAL OF SERVICE RESEARCH (2019)

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Article Business

Eliza in the uncanny valley: anthropomorphizing consumer robots increases their perceived warmth but decreases liking

Seo Young Kim et al.

MARKETING LETTERS (2019)

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Article Business

The Feeling Economy: Managing in the Next Generation of Artificial Intelligence (AI)

Ming-Hui Huang et al.

CALIFORNIA MANAGEMENT REVIEW (2019)

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Article Business

Service Robots Rising: How Humanoid Robots Influence Service Experiences and Elicit Compensatory Consumer Responses

Martin Mende et al.

JOURNAL OF MARKETING RESEARCH (2019)

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Article Management

Service robots: value co-creation and co-destruction in elderly care networks

Martina Caic et al.

JOURNAL OF SERVICE MANAGEMENT (2018)

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Article Psychology, Experimental

People are averse to machines making moral decisions

Yochanan E. Bigman et al.

COGNITION (2018)

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Article Business

Cost-effective service excellence

Jochen Wirtz et al.

JOURNAL OF THE ACADEMY OF MARKETING SCIENCE (2018)

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Article Business

Oh my gosh, I got to get out of this place! A qualitative study of vicarious embarrassment in service encounters

Thomas Kilian et al.

PSYCHOLOGY & MARKETING (2018)

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Article Business

Artificial Intelligence in Service

Ming-Hui Huang et al.

JOURNAL OF SERVICE RESEARCH (2018)

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Article Management

Brave new world: service robots in the frontline

Jochen Wirtz et al.

JOURNAL OF SERVICE MANAGEMENT (2018)

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Article Hospitality, Leisure, Sport & Tourism

Exploring customer experiences with robotics in hospitality

Vincent Wing Sun Tung et al.

INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT (2018)

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Article Business

I'll Be Watching You: Shoppers' Reactions to Perceptions of Being Watched by Employees

Carol L. Esmark et al.

JOURNAL OF RETAILING (2017)

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Article Psychology, Multidisciplinary

You Look Human, But Act Like a Machine: Agent Appearance and Behavior Modulate Different Aspects of Human-Robot Interaction

Abdulaziz Abubshait et al.

FRONTIERS IN PSYCHOLOGY (2017)

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Article Business

Domo Arigato Mr. Roboto: Emergence of Automated Social Presence in Organizational Frontlines and Customers' Service Experiences

Jenny van Doorn et al.

JOURNAL OF SERVICE RESEARCH (2017)

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Article Business

The Future of Frontline Research: Invited Commentaries

Anat Rafaeli et al.

JOURNAL OF SERVICE RESEARCH (2017)

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Article Business

Sample size for qualitative research

Clive Roland Boddy

QUALITATIVE MARKET RESEARCH (2016)

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Article Psychology, Multidisciplinary

Types of humor that robots can play

Benedict T. C. Tay et al.

COMPUTERS IN HUMAN BEHAVIOR (2016)

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Article Business

Wetting the bed at twenty-one: Embarrassment as a private emotion

Aradhna Krishna et al.

JOURNAL OF CONSUMER PSYCHOLOGY (2015)

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Article Psychology, Social

Two motivations for two dimensions of mind

Adam Waytz et al.

JOURNAL OF EXPERIMENTAL SOCIAL PSYCHOLOGY (2014)

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Article Psychology, Social

The mind in the machine: Anthropomorphism increases trust in an autonomous vehicle

Adam Waytz et al.

JOURNAL OF EXPERIMENTAL SOCIAL PSYCHOLOGY (2014)

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Article Business

Balancing the Basket: The Role of Shopping Basket Composition in Embarrassment

Sean Blair et al.

JOURNAL OF CONSUMER RESEARCH (2013)

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Article Psychology, Multidisciplinary

The Harm-Made Mind: Observing Victimization Augments Attribution of Minds to Vegetative Patients, Robots, and the Dead

Adrian F. Ward et al.

PSYCHOLOGICAL SCIENCE (2013)

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Article Social Sciences, Mathematical Methods

Coding In-depth Semistructured Interviews: Problems of Unitization and Intercoder Reliability and Agreement

John L. Campbell et al.

SOCIOLOGICAL METHODS & RESEARCH (2013)

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Article Hospitality, Leisure, Sport & Tourism

Investigating consumer embarrassment in service interactions

Luorong (Laurie) Wu et al.

INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT (2013)

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Article Psychology, Multidisciplinary

Mind Perception Is the Essence of Morality

Kurt Gray et al.

PSYCHOLOGICAL INQUIRY (2012)

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Article Psychology, Experimental

Feeling robots and human zombies: Mind perception and the uncanny valley

Kurt Gray et al.

COGNITION (2012)

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Article Business

Benefits and challenges of conducting multiple methods research in marketing

Donna F. Davis et al.

JOURNAL OF THE ACADEMY OF MARKETING SCIENCE (2011)

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Review Behavioral Sciences

Causes and consequences of mind perception

Adam Waytz et al.

TRENDS IN COGNITIVE SCIENCES (2010)

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Article Computer Science, Interdisciplinary Applications

Relating conversational expressiveness to social presence and acceptance of an assistive social robot

Marcel Heerink et al.

VIRTUAL REALITY (2010)

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Article Psychology, Multidisciplinary

Who Sees Human? The Stability and Importance of Individual Differences in Anthropomorphism

Adam Waytz et al.

PERSPECTIVES ON PSYCHOLOGICAL SCIENCE (2010)

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Article Business

Regulatory Focus Theory, Trust, and Privacy Concern

Jochen Wirtz et al.

JOURNAL OF SERVICE RESEARCH (2009)

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Article Business

An examination of consumer embarrassment and repatronage intentions in the context of emotional service encounters

Debra Grace

JOURNAL OF RETAILING AND CONSUMER SERVICES (2009)

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Article Psychology, Social

Timescale bias in the attribution of mind

Carey K. Morewedge et al.

JOURNAL OF PERSONALITY AND SOCIAL PSYCHOLOGY (2007)

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Article Multidisciplinary Sciences

Dimensions of mind perception

Heather M. Gray et al.

SCIENCE (2007)

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Article Business

How embarrassing! An exploratory study of critical incidents including affective reactions

Debra Grace

JOURNAL OF SERVICE RESEARCH (2007)

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Article Social Sciences, Interdisciplinary

College students' condom purchase strategies

KP Brackett

SOCIAL SCIENCE JOURNAL (2004)

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Article Business

Embarrassment in consumer purchase: The roles of social presence and purchase familiarity

DW Dahl et al.

JOURNAL OF CONSUMER RESEARCH (2001)

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Service robots, agency and embarrassing service encounters

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