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Article
Management
Daniel Maar et al.
Summary: This article investigates customers' attitudes and usage intentions towards chatbots in service retailing using the reasoned action perspective and the Stereotype Content Model. The study found that younger generation (GenZ) has more positive attitudes towards chatbots, with perception of warmth and competence playing a role. It also found that attitudes towards chatbots have a stronger impact on usage intentions for the older generation (GenX).
JOURNAL OF SERVICE MANAGEMENT
(2023)
Article
Business
Cammy Crolic et al.
Summary: The study found that when customers enter a chatbot-led service interaction in an angry emotional state, anthropomorphism of the chatbot has a negative effect on customer satisfaction, overall firm evaluation, and subsequent purchase intentions. This negative effect is driven by expectancy violations caused by customers' inflated expectations of chatbot efficacy.
JOURNAL OF MARKETING
(2022)
Article
Business
Fred Miao et al.
Summary: This article highlights the lack of consistency and clarity in the definition of avatars in contemporary marketing strategies, proposing a classification of avatar design elements and an explanatory framework for avatar effectiveness. It also outlines a research program for future studies in avatar marketing.
JOURNAL OF MARKETING
(2022)
Article
Computer Science, Cybernetics
HyoJin Chin et al.
Summary: This study explored how the empathy orientation and emotional expressivity of voice-activated virtual assistants impact users' moral emotions and perceptions of agent capability. Findings suggest that agents with other-oriented empathy style elicited the most positive responses from users, although preferences varied among participants. Users valued verbal contents and vocal characteristics of agents over facial expressions.
INTERNATIONAL JOURNAL OF HUMAN-COMPUTER INTERACTION
(2022)
Article
Business
Yuanyuan Zhou et al.
Summary: Interactions between humans and chatbots affect individual moral judgments and lead to reduced donation amounts. Guiding chatbots' verbal language design to be more social-oriented can attenuate the negative effects.
JOURNAL OF BUSINESS ETHICS
(2022)
Article
Hospitality, Leisure, Sport & Tourism
Xing (Stella) Liu et al.
Summary: The study reveals that customers/tourists' willingness to use service robots is influenced by the perception of robot appearance and service context. A warm appearance is preferred in hedonic service contexts, while a competent appearance is preferred in utilitarian service contexts, driven mainly by trust.
ANNALS OF TOURISM RESEARCH
(2022)
Article
Hospitality, Leisure, Sport & Tourism
Alei Fan et al.
Summary: This research reveals that using AI-powered voice assistant leads to lower satisfaction levels compared to touch panels, especially among consumers with independent self-construal tendency. The causal link of psychological mechanism affects service evaluation and future behavioral intentions, contributing to practical implications in the study of AI-powered voice assistants.
INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT
(2022)
Article
Hospitality, Leisure, Sport & Tourism
Miguel Orden-Mejia et al.
Summary: This study examines the impact of informativeness, empathy, and interactivity of destination chatbots on tourist satisfaction, finding that these attributes influence and predict tourist satisfaction, while accessibility does not.
CURRENT ISSUES IN TOURISM
(2022)
Article
Psychology, Social
Tengfei Zhao et al.
Summary: Consumers exhibit a generally negative attitude towards AI customer service, mainly complaining about its poor problem-solving ability, untimely responses, and lack of human touch. Consumer attitudes towards AI service agents are influenced by voice traits and service attitudes.
CYBERPSYCHOLOGY BEHAVIOR AND SOCIAL NETWORKING
(2022)
Review
Psychology
Gerben A. van Kleef et al.
Summary: The review explores the social effects of emotions, showing that emotional expressions have an impact on observers' affect, cognition, and behavior. The effects are mediated by affective reactions and inferential processes, and are consistent across different domains and expressive modalities.
ANNUAL REVIEW OF PSYCHOLOGY
(2022)
Article
Computer Science, Information Systems
Xia Song et al.
Summary: According to a survey conducted on users of intelligent assistants, this study found that users can develop intimacy and passion for AI applications, similar to their relationships with human beings. These emotions are related to users' commitment, influenced by AI factors such as performance efficacy and emotional capability, and moderated by human trust disposition.
INFORMATION & MANAGEMENT
(2022)
Article
Engineering, Manufacturing
Xunyi Wang et al.
Summary: The study finds that emotional expression from service providers on space-sharing platforms has a curvilinear relationship with the sales of their services, with a positive effect at low levels that diminishes at higher levels. By using a 2SLS-IV approach to address potential endogeneity, the results are validated through further experimental findings. The research contributes significantly to the field of service operation management and the sharing economy.
PRODUCTION AND OPERATIONS MANAGEMENT
(2022)
Article
Business
Carol L. Esmark Jones et al.
Summary: Marketing practitioners and consumers can improve communication efficiency by using online chats for customer service. The authenticity of the online chat experience is crucial for its effectiveness. Four studies, including an EEG measurement study, demonstrate that firms can enhance the perceived authenticity of chat agents by using avatars in the chat system. Female avatars, professionally dressed avatars, or avatars of different races can increase avatar authenticity. This increased authenticity drives engagement, loyalty, and satisfaction, providing insights for firms to enhance customer perceptions of service through avatars in both human-supported and bot-supported chat experiences.
JOURNAL OF BUSINESS RESEARCH
(2022)
Article
Environmental Studies
Xingyang Lv et al.
Summary: This study examines the impact of cuteness on the adoption of AI applications in service encounters. The findings reveal that customers' preference for cuteness varies depending on the type of service task, and social distance and performance expectancy play mediating roles in this relationship.
TOURISM MANAGEMENT
(2022)
Article
Hospitality, Leisure, Sport & Tourism
Xing (Stella) Liu et al.
Summary: This paper examines the influence of mortality salience on individuals' preference for humanoid robot service. The studies confirm that when mortality is salient, consumers and tourists are hesitant to adopt humanoid service robots and robotic services due to the perceived threat to human identity. However, the effect can be alleviated by increasing temporal distance, which reduces existential anxiety and attenuates negative reactions. This research offers innovative insights into consumers' reactions to service robots under conditions of mortality salience, including during the COVID-19 pandemic, and provides implications for the implementation and design of service robots in the hospitality and tourism industry.
ANNALS OF TOURISM RESEARCH
(2022)
Article
Hospitality, Leisure, Sport & Tourism
Danting Cai et al.
Summary: Based on a mixed method, this study explores the perceived anthropomorphism cues of chatbots and their effects on customers' usage intentions. Findings suggest that social presence cues and emotional message cues are major anthropomorphic cues for customers, and emotional message cues play a crucial role in shaping customers' intentions.
JOURNAL OF TRAVEL & TOURISM MARKETING
(2022)
Article
Management
Marc Becker et al.
Summary: This paper discusses the importance of emotional communication by service robots in service interactions, proposing a research agenda to guide the exploration of this crucial but underresearched component of customer-robot service interactions.
JOURNAL OF SERVICE MANAGEMENT
(2022)
Article
Hospitality, Leisure, Sport & Tourism
Jiyoung Yoon et al.
Summary: The purpose of this study is to assess the possibility of introducing a restaurant-menu curation chatbot service to help consumers decide on their restaurant or menu choices. The study analyzes the characteristics of consumer chatbot experiences and their impact on future acceptance intentions. The results show that all experience characteristics, except for usable facets, have a significant positive impact on attitudes toward the chatbot, and three experience characteristics have a significant positive effect on utilization intention.
JOURNAL OF HOSPITALITY AND TOURISM TECHNOLOGY
(2022)
Article
Engineering, Manufacturing
Nakyung Kyung et al.
Summary: This study explores individuals' acceptance of AI-based preventive health interventions and following health behavior change. The use and disclosure of AI in preventive health interventions improve their effectiveness, but individuals are less likely to accept and achieve behavior change suggested by AI compared to interventions from health experts. Combining AI with human expert opinions, increasing algorithmic transparency, or emphasizing genuine care and warmth can enhance the effectiveness of AI-based interventions.
PRODUCTION AND OPERATIONS MANAGEMENT
(2022)
Article
Environmental Studies
Chi Hoang et al.
Summary: Cleanliness is crucial for service quality. Increasingly, robot cleaners are being used in tourism venues for cost reduction and efficiency improvement. However, the impact of robot deployment on tourists' perceptions of cleanliness remains unexplored. Based on the person-environment fit theory, this study finds that consumers evaluate robot cleaners based on their fit with the cleaning environment. The findings suggest that consumers generally perceive robot cleaners to be less competent than humans, leading to lower perceptions of cleanliness when robot cleaners are deployed. However, when the cleaning task is considered disgusting or disruptive, consumers view robot cleaners as more competent.
TOURISM MANAGEMENT
(2022)
Article
Business
Nisreen Ameen et al.
Summary: This study investigates the influence of augmented reality, AI-enabled chatbots, and social media on body image, self-esteem, and purchase behavior among female consumers in Generation Z. The findings have important implications for theory and practice.
PSYCHOLOGY & MARKETING
(2022)
Article
Computer Science, Cybernetics
Stephen Wonchul Song et al.
Summary: This study investigates the impact of chatbot humanization on users' perception of eeriness, trust, and behavioral intention. It suggests that enhancing the human likeness of a chatbot agent can increase feelings of eeriness, which in turn negatively influences trust and users' willingness to purchase and reuse the chatbot. The familiarity of the chatbot avatar also plays a significant role in moderating the relationship between humanization and eeriness.
INTERNATIONAL JOURNAL OF HUMAN-COMPUTER INTERACTION
(2022)
Article
Computer Science, Information Systems
Chenglin Jiang et al.
Summary: This paper proposes a novel affective chatbot that can respond with appropriate emotion like a human, addressing the issue of emotion control.
SCIENCE CHINA-INFORMATION SCIENCES
(2022)
Article
Environmental Studies
Hyunsu Kim et al.
Summary: This paper applies social exchange theory to investigate human-robot interaction and identifies the effects of perceived intelligence, perceived social presence, and perceived social interactivity on trust, rapport, and usage intentions. The findings highlight the importance of these interaction attributes in influencing users' relational and psychological states.
TOURISM MANAGEMENT
(2022)
Article
Hospitality, Leisure, Sport & Tourism
Patrick van Esch et al.
Summary: The study finds that tourists prefer services featuring human interaction rather than AI-enabled interaction. Subjective happiness is identified as the driving factor behind this preference. Additionally, politically conservative tourists tend to discriminate between service agent types more.
ANNALS OF TOURISM RESEARCH
(2022)
Article
Business
Yanya Ruan et al.
Summary: This study explores the impact of AI chatbots and human frontline employees on customer satisfaction in online shopping assistance, finding that their effects vary depending on the type of product attributes. Human frontline employees lead to higher customer satisfaction with experiential products, while AI chatbots perform better with functional products.
JOURNAL OF RETAILING AND CONSUMER SERVICES
(2022)
Article
Business
Tae Woo Kim et al.
Summary: The use of AI in the service industry has rapidly increased, with AI's emotional capabilities playing a crucial role in customer interactions. This study explores personal disclosures during consumer interactions with AI and humans. It finds that consumers' beliefs about AI influence their disclosure of sensitive personal information to AI. Additionally, the study identifies boundaries and underlying psychological processes that affect disclosure preferences between AI and humans.
JOURNAL OF SERVICE RESEARCH
(2022)
Article
Hospitality, Leisure, Sport & Tourism
Nagaraj Samala et al.
Summary: This article discusses the application and role of Artificial Intelligence (AI) and Robotics in the tourism industry, providing relevant industry examples and theory. It highlights the current and future use of various technologies in the industry.
JOURNAL OF TOURISM FUTURES
(2022)
Review
Computer Science, Information Systems
Stephan Diederich et al.
Summary: This study provides an overview of the current state of research on conversational agents (CAs), identifies four research streams through cluster analysis, and proposes a research agenda with six avenues and sixteen research directions to advance the field.
JOURNAL OF THE ASSOCIATION FOR INFORMATION SYSTEMS
(2022)
Article
Psychology, Multidisciplinary
Seounmi Youn et al.
Summary: Different relationship types (virtual assistantship vs virtual friendship) between consumers and AI chatbots have varying effects on brand personality perception, parasocial interaction, and CRM. Consumers interacting with friend chatbots show stronger parasocial interaction, and the relationship type impacts brand personality perception through parasocial interaction. AI designers and marketers need to develop innovative AI user interfaces and experiences to attract users and alleviate AI anxiety in the "feeling economy."
COMPUTERS IN HUMAN BEHAVIOR
(2021)
Article
Environmental Studies
Vignesh Yoganathan et al.
Summary: The study examines the impact of humanoid robots in hospitality services, finding that anthropomorphism enhances service quality and consumer attitudes, but the effects are also influenced by consumers' need for human interaction and technology readiness.
TOURISM MANAGEMENT
(2021)
Article
Hospitality, Leisure, Sport & Tourism
Sut Ieng Lei et al.
Summary: This study compares the communication experiences of chatbot and IM users, revealing that social presence and media richness positively impact users' trust and intention to reuse. It also highlights the preference of users towards interacting with human conversational agents in general.
INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT
(2021)
Article
Hospitality, Leisure, Sport & Tourism
Jano Jimenez-Barreto et al.
Summary: This study aims to develop a framework to understand motivational customer experiences with chatbots, drawing on self-determination theory, assemblage theory, and customer experience literature. It examines the interaction between individuals and airlines' chatbots, analyzing the direct influence of self-determined interaction on customer experience and participants' attitudes and satisfaction with the chatbot. The study also explores the mediating roles of customer experience and attitude toward the chatbot, offering managers insights into individuals' interactions with chatbots.
INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT
(2021)
Review
Computer Science, Cybernetics
Minjin Rheu et al.
Summary: Ready-made conversational agents are becoming more prevalent in daily life, with trust being crucial for users' adoption and utilization. Factors like appearance, voice features, and communication style contribute to enhancing trust. Studies show that agent design themes such as social intelligence and performance quality can influence user trust.
INTERNATIONAL JOURNAL OF HUMAN-COMPUTER INTERACTION
(2021)
Article
Ethics
Nader Ghotbi et al.
Summary: The survey found that most college students are most concerned about unemployment as a major ethical issue related to AI applications in the future, followed by emotional AI and concerns about social control, discrimination, and inequality. Japanese students are less concerned about AI control of society but more focused on discrimination. Female students are less concerned about unemployment but more worried about discrimination.
ASIAN BIOETHICS REVIEW
(2021)
Article
Business
Alexander J. Kull et al.
Summary: This research demonstrates that using a warm (vs. competent) initial message when a chatbot initiates a conversation can increase brand engagement, with brand-self distance mediating this effect. Additionally, brand affiliation is identified as a relevant moderator in this relationship. This gives managers insight into how to attract and engage consumers through initial chatbot messages.
JOURNAL OF BUSINESS RESEARCH
(2021)
Article
Business
Terrence Chong et al.
Summary: AI-chatbots as frontline agents provide innovative opportunities for shaping service offerings that benefit customers and retailers. Through a three-level classification of AI-chatbot design (anthropomorphic role, appearance, and interactivity), the complementarities of agency have been identified as key mechanisms for translating the design of AI-chatbots into service-relevant outcomes. Challenges in implementation can be addressed by focusing on the emotion interface, resolution of the proxy agency dilemma, and the development of collective agency to support the use of AI-chatbots as frontline service agents.
JOURNAL OF RETAILING AND CONSUMER SERVICES
(2021)
Review
Computer Science, Cybernetics
Amon Rapp et al.
Summary: Researchers conducted a systematic literature review of 83 papers over the last ten years to examine how users interact with text-based chatbots, focusing on themes such as user experience, acceptance, emotional involvement, downsides, and perceived humanness. The study highlights current research gaps and proposes future research opportunities in this area.
INTERNATIONAL JOURNAL OF HUMAN-COMPUTER STUDIES
(2021)
Article
Computer Science, Information Systems
Dezhi Yin et al.
Summary: This study challenges the widely accepted assumption that more helpful reviews are more persuasive, by indicating that expressions of anger in negative reviews can have a negative impact on reader attitudes and decisions. The findings also extend the understanding of the interpersonal effects of emotion in online communication.
Article
Computer Science, Information Systems
Sameh Al-Natour et al.
Summary: The research found that the intention of users to disclose information to virtual advisors is influenced not only by a rational process, but also by users' perceptions of the virtual advisor and their relationship with it. Designing specific elements can enhance users' willingness to disclose information to virtual advisors.
JOURNAL OF MANAGEMENT INFORMATION SYSTEMS
(2021)
Article
Computer Science, Information Systems
Anna-Maria Seeger et al.
Summary: This study examines how conversational agents (CAs) emulate human communication, discusses the factors influencing anthropomorphism and design theories, and presents conclusions drawn from an online experiment. It identifies the relationships between anthropomorphism factors and technology design, task, and individual factors, highlighting the impact of different cues on perceived anthropomorphism and suggesting future research and practice directions.
JOURNAL OF THE ASSOCIATION FOR INFORMATION SYSTEMS
(2021)
Review
Hospitality, Leisure, Sport & Tourism
Minglong Li et al.
Summary: This study explores how the hospitality and tourism industry can handle challenges during public health emergencies like COVID19, proposing AI technology-based service encounters as a possible solution. The research identifies four modes of AI technology-based service encounters and develops an integrated model to specify the factors influencing these encounters and the resulting customer service outcomes, contributing significantly to service management and AI application.
INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT
(2021)
Article
Hospitality, Leisure, Sport & Tourism
Si Shi et al.
Summary: Drawing on the dual process theory, this study examines the impacts of systematic and heuristic cues on travelers' cognitive trust, emotional trust, and adoption intention towards AI-based recommendation systems in travel planning. Findings indicate that emotional trust has a stronger impact on adoption intention as a delegated agent, and perceived risk moderates the relationships between cues, trust, and adoption intention.
JOURNAL OF TRAVEL RESEARCH
(2021)
Article
Business
Magnus Soderlund et al.
Summary: This study found that displaying happiness in virtual agents can enhance overall evaluations, and customers' perception of virtual agent happiness is positively associated with overall evaluations. Humans react to the display of happiness in virtual agents in a similar way as they do to happy humans.
JOURNAL OF RETAILING AND CONSUMER SERVICES
(2021)
Article
Business
Lin Li et al.
Summary: This study investigates the impact of five quality dimensions of chatbot services on user confirmation and use continuance, finding positive associations between these dimensions and confirmation, as well as exploring the moderating role of technology anxiety. Satisfaction has a positive influence on the intention for continued use.
ELECTRONIC MARKETS
(2021)
Article
Environmental Studies
Yuansi Hou et al.
Summary: This study focuses on the impact of crowding on tourists' willingness to adopt service robots, finding that more crowded destinations tend to make tourists more inclined towards robot-provided services. Additionally, the findings also show that social crowding reduces tourists' motivation to interact with others.
TOURISM MANAGEMENT
(2021)
Article
Business
Christian Hildebrand et al.
Summary: The research shows that conversational robo advisors, as opposed to non-conversational ones, are more effective in building affective trust, leading to a more benevolent evaluation of financial services firms and influencing investor behavior significantly.
JOURNAL OF THE ACADEMY OF MARKETING SCIENCE
(2021)
Article
Business
Martin Adam et al.
Summary: The study empirically examined how verbal anthropomorphic design cues and the foot-in-the-door technique affect user request compliance through a randomized online experiment. Results demonstrated that both anthropomorphism and the need to stay consistent significantly increased the likelihood of users complying with a chatbot's request for service feedback. Additionally, the study showed that social presence mediates the effect of anthropomorphic design cues on user compliance.
ELECTRONIC MARKETS
(2021)
Article
Hospitality, Leisure, Sport & Tourism
Santiago Melian-Gonzalez et al.
Summary: Through a study of 476 individuals who had traveled on vacation in the previous 12 months, this research found that factors influencing chatbot usage intention include expected performance, usage habit, hedonic component, preference for self-service technologies, social influences, and human-like behavior. Inconvenience related to communicating with chatbots and the possibility of job replacement had a negative impact, while surprisingly, the latter had a positive influence.
CURRENT ISSUES IN TOURISM
(2021)
Article
Hospitality, Leisure, Sport & Tourism
Rajasshrie Pillai et al.
INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT
(2020)
Article
Environmental Studies
Santiago Melian-Gonzalez et al.
TOURISM MANAGEMENT
(2020)
Article
Business
Pascal Guentuerkuen et al.
JOURNAL OF SERVICE RESEARCH
(2020)
Article
Psychology, Educational
Richard M. Ryan et al.
CONTEMPORARY EDUCATIONAL PSYCHOLOGY
(2020)
Article
Environmental Studies
Ronan de Kervenoael et al.
TOURISM MANAGEMENT
(2020)
Review
Hospitality, Leisure, Sport & Tourism
Iis Tussyadiah
ANNALS OF TOURISM RESEARCH
(2020)
Article
Computer Science, Cybernetics
Jasper Feine et al.
INTERNATIONAL JOURNAL OF HUMAN-COMPUTER STUDIES
(2019)
Article
Psychology, Multidisciplinary
Eun Go et al.
COMPUTERS IN HUMAN BEHAVIOR
(2019)
Article
Business
Chiara Longoni et al.
JOURNAL OF CONSUMER RESEARCH
(2019)
Article
Computer Science, Artificial Intelligence
Ryan M. Schuetzler et al.
DECISION SUPPORT SYSTEMS
(2018)
Review
Computer Science, Hardware & Architecture
Daniel McDuff et al.
COMMUNICATIONS OF THE ACM
(2018)
Article
Psychology, Applied
Lawrence Houston et al.
ORGANIZATIONAL BEHAVIOR AND HUMAN DECISION PROCESSES
(2018)
Article
Management
Jochen Wirtz et al.
JOURNAL OF SERVICE MANAGEMENT
(2018)
Article
Environmental Studies
Iis P. Tussyadiah et al.
TOURISM MANAGEMENT
(2018)
Article
Computer Science, Cybernetics
S. Shyam Sundar et al.
INTERNATIONAL JOURNAL OF HUMAN-COMPUTER STUDIES
(2017)
Review
Hospitality, Leisure, Sport & Tourism
Vincent Wing Sun Tung et al.
INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT
(2017)
Article
Business
Ze Wang et al.
ACADEMY OF MANAGEMENT JOURNAL
(2017)
Article
Computer Science, Cybernetics
Judee K. Burgoon et al.
INTERNATIONAL JOURNAL OF HUMAN-COMPUTER STUDIES
(2016)
Article
Environmental Studies
Arman Akhoondnejad
TOURISM MANAGEMENT
(2016)
Article
Business
Hyeongmin Christian Kim et al.
JOURNAL OF CONSUMER RESEARCH
(2015)
Article
Management
Cecile Delcourt et al.
JOURNAL OF SERVICE MANAGEMENT
(2013)
Article
Computer Science, Information Systems
Irene Lopatovska et al.
INFORMATION PROCESSING & MANAGEMENT
(2011)
Article
Business
G. Anthony Gorry et al.
Article
Hospitality, Leisure, Sport & Tourism
Hyun Jeong Kim
INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT
(2008)
Review
Psychology, Multidisciplinary
Daantje Derks et al.
COMPUTERS IN HUMAN BEHAVIOR
(2008)
Article
Psychology, Applied
Gerben A. Van Kleef et al.
JOURNAL OF APPLIED PSYCHOLOGY
(2007)
Article
Biology
Kerstin Dautenhahn
PHILOSOPHICAL TRANSACTIONS OF THE ROYAL SOCIETY B-BIOLOGICAL SCIENCES
(2007)
Article
Business
Patricia B. Barger et al.
ACADEMY OF MANAGEMENT JOURNAL
(2006)
Article
Business
A Kirmani et al.
JOURNAL OF CONSUMER RESEARCH
(2004)
Article
Psychology, Applied
CS Wong et al.
LEADERSHIP QUARTERLY
(2002)
Article
Computer Science, Interdisciplinary Applications
JB Walther et al.
SOCIAL SCIENCE COMPUTER REVIEW
(2001)
Article
Business
Y Moon
JOURNAL OF CONSUMER RESEARCH
(2000)
