☆ 4.8 Article

The role of emotions in the consumer meaning-making of interactions with social robots

TECHNOLOGICAL FORECASTING AND SOCIAL CHANGE (2022)

相关参考文献

注意：仅列出部分参考文献，下载原文获取全部文献信息。

Review Business

AI in marketing, consumer research and psychology: A systematic literature review and research agenda

Marcello M. Mariani et al.

Summary: This study provides an integrated view on the body of knowledge of artificial intelligence in marketing, consumer research, and psychology literature, identifying eight topical clusters and 412 theoretical lenses used in these studies. The research agenda proposed aims to advance the scholarly debate on AI with an emphasis on cross-fertilization of theories and neglected research topics.

PSYCHOLOGY & MARKETING (2022)

添加到收藏夹

Article Business

The future of service: The power of emotion in human-robot interaction

Stephanie Hui-Wen Chuah et al.

Summary: The study reveals that expressions of surprise and happiness from emotional robots have positive impacts on potential consumers, highlighting the importance of further understanding emotions in human-robot interaction.

JOURNAL OF RETAILING AND CONSUMER SERVICES (2021)

添加到收藏夹

Article Hospitality, Leisure, Sport & Tourism

Customers' evaluation of mechanical artificial intelligence in hospitality services: a study using online reviews analytics

Marcello Mariani et al.

Summary: This study examines the impact of mechanical artificial intelligence embedded in hotel service robots on customers' evaluation of AI-enabled hotel service interactions. Findings show that mentioning AI-related text in online reviews has a positive influence on customers' electronic word-of-mouth valence, especially when interactions with service robots are explicitly mentioned.

INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT (2021)

添加到收藏夹

Article Automation & Control Systems

Success factors for introducing industrial human-robot interaction in practice: an empirically driven framework

Tobias Kopp et al.

Summary: The study reveals the importance of employee-centered factors in the successful introduction of industrial collaborative robots, in addition to technology-related factors. However, company representatives seem to underestimate the impact of subtle measures to increase employee acceptance through internal communication strategies.

INTERNATIONAL JOURNAL OF ADVANCED MANUFACTURING TECHNOLOGY (2021)

添加到收藏夹

Article Psychology, Multidisciplinary

Unveiling the complexity of consumers' intention to use service robots: An fsQCA approach

Stephanie Hui-Wen Chuah et al.

Summary: This study examines the causal configurations of human-likeness, technology-likeness, and consumer personalities in explaining the behavioral intention to use service robots. It finds that multiple distinct combinations of these factors can lead to high adoption intention. The research contributes to artificial intelligence literature by unveiling the complexity behind service robot adoption and providing practical guidance for manufacturers and managers.

COMPUTERS IN HUMAN BEHAVIOR (2021)

添加到收藏夹

Review Business

Innovation Analytics and Digital Innovation Experimentation: The Rise of Research-driven Online Review Platforms

Marcello M. Mariani et al.

Summary: This article discusses the significance of big data analytics in the fourth industrial revolution and Industry 4.0, explores how research-driven online review platforms combine with big data analytics to generate innovative insights, emphasizes their importance and value in digital innovation experimentation, and provides strategic and operational advice for entrepreneurs and innovation managers.

TECHNOLOGICAL FORECASTING AND SOCIAL CHANGE (2021)

添加到收藏夹

Article Psychology, Multidisciplinary

Developing a formative scale to measure consumers' trust toward interaction with artificially intelligent (AI) social robots in service delivery

Oscar Hengxuan Chi et al.

Summary: This study develops and validates a scale of Social Service Robot Interaction Trust (SSRIT) that measures consumers' trust toward interaction with AI social robots in service delivery. Through a systematic literature review, semi-structured interviews, a focus group study, and rigorous quantitative studies, this study conceptualizes the interaction-based trust and proposes a third-order reflective-formative scale, which suggests that trust in interaction is measured by 3 third-order indicators: propensity to trust in robot, trustworthy robot function and design, and trustworthy service task and context. The convergent, discriminant, external, concurrent, and predictive validities of the scale are validated, providing both theoretical contributions and managerial implications.

COMPUTERS IN HUMAN BEHAVIOR (2021)

添加到收藏夹

Article Business

The most human bot: Female gendering increases humanness perceptions of bots and acceptance of AI

Sylvie Borau et al.

Summary: The research findings show that people tend to prefer female robots because they are perceived as more human and more likely to meet our unique needs.

PSYCHOLOGY & MARKETING (2021)

添加到收藏夹

Article Business

To Err Is Human(-oid): How Do Consumers React to Robot Service Failure and Recovery?

Sungwoo Choi et al.

Summary: Humanoid robots are more strongly associated with warmth compared to nonhumanoid robots, which leads to higher dissatisfaction among consumers in the event of a service failure. However, humanoid robots can effectively recover from failures through sincere apology and explanations, while human intervention may be needed to mitigate dissatisfaction following inadequate recovery by nonhumanoid robots.

JOURNAL OF SERVICE RESEARCH (2021)

添加到收藏夹

Review Management

Does cultural distance affect online review ratings? Measuring international customers' satisfaction with services leveraging digital platforms and big data

Marcello M. Mariani et al.

Summary: This study conducts a big data analysis of almost 715,000 online reviews written by hotel customers from over 100 different nationalities to explore the impact of national cultural differences on online review ratings, finding that the cultural distance between service providers and customers has a negative effect on online review ratings. Several implications for practitioners are discussed in the paper.

JOURNAL OF MANAGEMENT & GOVERNANCE (2021)

添加到收藏夹

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)

添加到收藏夹

Review Computer Science, Artificial Intelligence

Sentiment analysis: a review and comparative analysis over social media

Nikhil Kumar Singh et al.

JOURNAL OF AMBIENT INTELLIGENCE AND HUMANIZED COMPUTING (2020)

添加到收藏夹

Article Management

Influence of Social Media Emotional Word of Mouth on Institutional Investors' Decisions and Firm Value

Hang Nguyen et al.

MANAGEMENT SCIENCE (2020)

添加到收藏夹

Article Business

Exploring how consumer goods companies innovate in the digital age: The role of big data analytics companies

Marcello M. Mariani et al.

JOURNAL OF BUSINESS RESEARCH (2020)

添加到收藏夹

Article Hospitality, Leisure, Sport & Tourism

Interaction between hotel service robots and humans: A hotel-specific Service Robot Acceptance Model (sRAM)

Laura Fuentes-Moraleda et al.

TOURISM MANAGEMENT PERSPECTIVES (2020)

添加到收藏夹

Article Management

Robotic transformative service research: deploying social robots for consumer well-being during COVID-19 and beyond

Alexander P. Henkel et al.

JOURNAL OF SERVICE MANAGEMENT (2020)

添加到收藏夹

Article Management

Service robot implementation: a theoretical framework and research agenda

Daniel Belanche et al.

SERVICE INDUSTRIES JOURNAL (2020)

添加到收藏夹

Article Environmental Studies

Leveraging human-robot interaction in hospitality services: Incorporating the role of perceived value, empathy, and information sharing into visitors' intentions to use social robots

Ronan de Kervenoael et al.

TOURISM MANAGEMENT (2020)

添加到收藏夹

Review Hospitality, Leisure, Sport & Tourism

A review of research into automation in tourism: Launching the Annals of Tourism Research Curated Collection on Artificial Intelligence and Robotics in Tourism

Iis Tussyadiah

ANNALS OF TOURISM RESEARCH (2020)

添加到收藏夹

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)

添加到收藏夹

Review Business

Enhancing the Helpfulness of Online Consumer Reviews: The Role of Latent (Content) Factors

Vartika Srivastava et al.

JOURNAL OF INTERACTIVE MARKETING (2019)

添加到收藏夹

Review Hospitality, Leisure, Sport & Tourism

More than words: Do emotional content and linguistic style matching matter on restaurant review helpfulness?

Xi Wang et al.

INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT (2019)

添加到收藏夹

Article Hospitality, Leisure, Sport & Tourism

A Psycholinguistic View of Tourists' Emotional Experiences

Kamal Rahmani et al.

JOURNAL OF TRAVEL RESEARCH (2019)

添加到收藏夹

Article Hospitality, Leisure, Sport & Tourism

Sentiment Analysis in Tourism: Capitalizing on Big Data

Ali Reza Alaei et al.

JOURNAL OF TRAVEL RESEARCH (2019)

添加到收藏夹

Article Environmental Studies

Wisdom of crowds: Conducting importance-performance analysis (IPA) through online reviews

Jian-Wu Bi et al.

TOURISM MANAGEMENT (2019)

添加到收藏夹

Article Business

Service Robots: Drivers of Perceived Responsibility for Service Outcomes

Moritz Joerling et al.

JOURNAL OF SERVICE RESEARCH (2019)

添加到收藏夹

Review Information Science & Library Science

How many facets does a social robot have? A review of scientific and popular definitions online

Mauro Sarrica et al.

INFORMATION TECHNOLOGY & PEOPLE (2019)

添加到收藏夹

Article Information Science & Library Science

Analytics-based decision-making for service systems: A qualitative study and agenda for future research

Shahriar Akter et al.

INTERNATIONAL JOURNAL OF INFORMATION MANAGEMENT (2019)

添加到收藏夹

Review Business

Industry 4.0: A bibliometric review of its managerial intellectual structure and potential evolution in the service industries

Marcello Mariani et al.

TECHNOLOGICAL FORECASTING AND SOCIAL CHANGE (2019)

添加到收藏夹

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)

添加到收藏夹

Article Computer Science, Interdisciplinary Applications

Travelers decision making using online review in social network sites: A case on TripAdvisor

Mehrbakhsh Nilashi et al.

JOURNAL OF COMPUTATIONAL SCIENCE (2018)

添加到收藏夹

Article Management

Brave new world: service robots in the frontline

Jochen Wirtz et al.

JOURNAL OF SERVICE MANAGEMENT (2018)

添加到收藏夹

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)

添加到收藏夹

Review Hospitality, Leisure, Sport & Tourism

Business intelligence and big data in hospitality and tourism: a systematic literature review

Marcello Mariani et al.

INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT (2018)

添加到收藏夹

Review Hospitality, Leisure, Sport & Tourism

The potential for tourism and hospitality experience research in human-robot interactions

Vincent Wing Sun Tung et al.

INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT (2017)

添加到收藏夹

Article Business

What makes tourists feel negatively about tourism destinations? Application of hybrid text mining methodology to smart destination management

Kun Kim et al.

TECHNOLOGICAL FORECASTING AND SOCIAL CHANGE (2017)

添加到收藏夹

Article Business

Service Encounter 2.0: An investigation into the roles of technology, employees and customers

Bait Lariviere et al.

JOURNAL OF BUSINESS RESEARCH (2017)

添加到收藏夹

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)

添加到收藏夹

Article Business

Extending the knowledge base of foresight: The contribution of text mining

Victoria Kayser et al.

TECHNOLOGICAL FORECASTING AND SOCIAL CHANGE (2017)

添加到收藏夹

Article Business

Service Innovation Using Social Robot to Reduce Social Vulnerability among Older People in Residential Care Facilities

Seyed Mohammad Sadegh Khaksar et al.

TECHNOLOGICAL FORECASTING AND SOCIAL CHANGE (2016)

添加到收藏夹

Article Business

The emergence of care robotics - A patent and publication analysis

Moritz Goeldner et al.

TECHNOLOGICAL FORECASTING AND SOCIAL CHANGE (2015)

添加到收藏夹

Article Computer Science, Artificial Intelligence

CROWDSOURCING A WORD-EMOTION ASSOCIATION LEXICON

Saif M. Mohammad et al.

COMPUTATIONAL INTELLIGENCE (2013)

添加到收藏夹

Article Business

Social Influence Effects in Online Product Ratings

Shrihari Sridhar et al.

JOURNAL OF MARKETING (2012)

添加到收藏夹

Article Business

Identification of effective opinion leaders in the diffusion of technological innovation: A social network approach

Youngsang Cho et al.

TECHNOLOGICAL FORECASTING AND SOCIAL CHANGE (2012)

添加到收藏夹

Article Business

Opinion Leaders' Role in Innovation Diffusion: A Simulation Study

Peter S. van Eck et al.

JOURNAL OF PRODUCT INNOVATION MANAGEMENT (2011)

添加到收藏夹

Article Robotics

Evaluating Human-Robot Interaction Focusing on the Holistic Interaction Experience

James E. Young et al.

INTERNATIONAL JOURNAL OF SOCIAL ROBOTICS (2011)

添加到收藏夹

Article Psychology

Making Sense of the Meaning Literature: An Integrative Review of Meaning Making and Its Effects on Adjustment to Stressful Life Events

Crystal L. Park

PSYCHOLOGICAL BULLETIN (2010)

添加到收藏夹

Article Psychology, Multidisciplinary

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

Adam Waytz et al.

PERSPECTIVES ON PSYCHOLOGICAL SCIENCE (2010)

添加到收藏夹

Article Business

The effect of word of mouth on sales: Online book reviews

Judith A. Chevalier et al.

JOURNAL OF MARKETING RESEARCH (2006)

添加到收藏夹

Editorial Material Management

The sociology of expectations in science and technology

Mads Borup et al.

TECHNOLOGY ANALYSIS & STRATEGIC MANAGEMENT (2006)

添加到收藏夹

© Peeref 2019-2024. All rights reserved.