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Impact of auditory sense on trust and brand affect through auditory social interaction and control

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  • Poushneh, Atieh

Abstract

Voice assistants—or voice-enabled artificial intelligence—have changed the way people interact with their surroundings dramatically. Utilizing an enactive view of social cognition theory, this study demonstrates how voice assistants can act as [semi] autonomous agents to hold instantaneous social interactions with consumers. This research employed two experimental studies. Study 1 used two voice assistant mobile applications, Microsoft Cortana and Google Assistant, and Study 2 used Amazon Alexa and Microsoft Cortana. The contributions this paper makes are two-fold. First, the results illustrate how perceived auditory sense drives perceived auditory control through auditory social interactions with a voice assistant that lead to brand affect and consumers’ trust in the voice assistant. Second, results shed light on the role of surprise as a repelling drive that attenuates the effect of perceived auditory control on brand affect.

Suggested Citation

  • Poushneh, Atieh, 2021. "Impact of auditory sense on trust and brand affect through auditory social interaction and control," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
    • Handle: RePEc:eee:joreco:v:58:y:2021:i:c:s0969698920312893
    DOI: 10.1016/j.jretconser.2020.102281
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    References listed on IDEAS

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    Cited by:

    1. Mariani, Marcello M. & Hashemi, Novin & Wirtz, Jochen, 2023. "Artificial intelligence empowered conversational agents: A systematic literature review and research agenda," Journal of Business Research, Elsevier, vol. 161(C).
    2. Kang, Weiyao & Shao, Bingjia & Du, Shan & Chen, Hongquan & Zhang, Yong, 2024. "How to improve voice assistant evaluations: Understanding the role of attachment with a socio-technical systems perspective," Technological Forecasting and Social Change, Elsevier, vol. 200(C).
    3. Klaus, Phil & Zaichkowsky, Judith Lynne, 2022. "The convenience of shopping via voice AI: Introducing AIDM," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    4. Badghish, Saeed & Shaik, Aqueeb Sohail & Sahore, Nidhi & Srivastava, Shalini & Masood, Ayesha, 2024. "Can transactional use of AI-controlled voice assistants for service delivery pickup pace in the near future? A social learning theory (SLT) perspective," Technological Forecasting and Social Change, Elsevier, vol. 198(C).

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