IDEAS home Printed from https://ideas.repec.org/a/eee/joreco/v70y2023ics0969698922002235.html
   My bibliography  Save this article

The impact of voice assistants’ intelligent attributes on consumer well-being: Findings from PLS-SEM and fsQCA

Author

Listed:
  • Kang, Weiyao
  • Shao, Bingjia

Abstract

The enhancement of consumer well-being is critical for technology companies in building customer loyalty. Voice assistants (VAs), as the intelligent products launched by technology companies, are increasingly used by consumers in their daily lives. While many technology companies are striving to increase the intelligent attributes of VAs to improve product functionality, little is known about how such attributes affect consumer well-being. Drawing on the means-end chain theory, this study aims to explore the effect of VAs’ intelligent attributes (i.e., autonomy, interactivity) on consumer perceived consequences (i.e., psychological ownership, perceived intrusiveness) and subjective well-being, involving the moderating effect of technology readiness and brand credibility. The resulting relationships were tested by analyzing survey data collected from 412 valid samples in China through partial least squares-structural equation modeling (PLS-SEM) and fuzzy-set qualitative comparative analysis (fsQCA). PLS-SEM indicates that intelligent attributes have significant impacts on perceived consequences, thus affecting subjective well-being. Findings also reveal the moderating roles of technology readiness in the link between intelligent attributes and perceived consequences. Finally, brand credibility moderates the effect of perceived intrusiveness on subjective well-being. The fsQCA results reinforce the PLS-SEM findings and indicate five configurations leading to high subjective well-being. These findings can help technology companies develop novel strategies for improving consumer well-being.

Suggested Citation

  • Kang, Weiyao & Shao, Bingjia, 2023. "The impact of voice assistants’ intelligent attributes on consumer well-being: Findings from PLS-SEM and fsQCA," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    • Handle: RePEc:eee:joreco:v:70:y:2023:i:c:s0969698922002235
    DOI: 10.1016/j.jretconser.2022.103130
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0969698922002235
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jretconser.2022.103130?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Benedict G. C. Dellaert & Suzanne B. Shu & Theo A. Arentze & Tom Baker & Kristin Diehl & Bas Donkers & Nathanael J. Fast & Gerald Häubl & Heidi Johnson & Uma R. Karmarkar & Harmen Oppewal & Bernd H. S, 2020. "Consumer decisions with artificially intelligent voice assistants," Marketing Letters, Springer, vol. 31(4), pages 335-347, December.
    2. Ma, Liang & Zhang, Xin & Ding, Xiaoyan & Wang, Gaoshan, 2018. "Bike sharing and users’ subjective well-being: An empirical study in China," Transportation Research Part A: Policy and Practice, Elsevier, vol. 118(C), pages 14-24.
    3. Benlian, Alexander & Klumpe, Johannes & Hinz, Oliver, 2020. "Mitigating the Intrusive Effects of Smart Home Assistants by using Anthropomorphic Design Features: A Multi-Method Investigation," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 112151, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    4. Christopher Peterson & Nansook Park & Martin Seligman, 2005. "Orientations to happiness and life satisfaction: the full life versus the empty life," Journal of Happiness Studies, Springer, vol. 6(1), pages 25-41, March.
    5. Colleen P Kirk & Joann Peck & Scott D Swain & Darren DahlEditor & Jennifer ArgoAssociate Editor, 2018. "Property Lines in the Mind: Consumers’ Psychological Ownership and Their Territorial Responses," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 45(1), pages 148-168.
    6. Hu, Qian & Lu, Yaobin & Pan, Zhao & Gong, Yeming & Yang, Zhilin, 2021. "Can AI artifacts influence human cognition? The effects of artificial autonomy in intelligent personal assistants," International Journal of Information Management, Elsevier, vol. 56(C).
    7. Qian Hu & Yaobin Lu & Zhao Pan & Yeming Gong & Zhiling Yang, 2021. "Can AI artifacts influence human cognition? : The effects of artificial autonomy in intelligent personal assistants," Post-Print hal-03188233, HAL.
    8. Donna L Hoffman & Thomas P Novak & Eileen FischerEditor & Robert KozinetsAssociate Editor, 2018. "Consumer and Object Experience in the Internet of Things: An Assemblage Theory Approach," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 44(6), pages 1178-1204.
    9. Liu, Yuping, 2003. "Developing a Scale to Measure the Interactivity of Websites," Journal of Advertising Research, Cambridge University Press, vol. 43(2), pages 207-216, June.
    10. Chang, Yu-Wei & Chen, Jiahe, 2021. "What motivates customers to shop in smart shops? The impacts of smart technology and technology readiness," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
    11. Armstrong, J. Scott & Overton, Terry S., 1977. "Estimating Nonresponse Bias in Mail Surveys," MPRA Paper 81694, University Library of Munich, Germany.
    12. McLean, Graeme & Osei-Frimpong, Kofi & Barhorst, Jennifer, 2021. "Alexa, do voice assistants influence consumer brand engagement? – Examining the role of AI powered voice assistants in influencing consumer brand engagement," Journal of Business Research, Elsevier, vol. 124(C), pages 312-328.
    13. Molinillo, Sebastian & Japutra, Arnold & Ekinci, Yuksel, 2022. "Building brand credibility: The role of involvement, identification, reputation and attachment," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    14. Chiu, Chao-Min & Cheng, Hsiang-Lan & Huang, Hsin-Yi & Chen, Chieh-Fan, 2013. "Exploring individuals’ subjective well-being and loyalty towards social network sites from the perspective of network externalities: The Facebook case," International Journal of Information Management, Elsevier, vol. 33(3), pages 539-552.
    15. Poushneh, Atieh, 2021. "Humanizing voice assistant: The impact of voice assistant personality on consumers’ attitudes and behaviors," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
    16. To, Chester Kin-man & Yee, Rachel W.Y. & Mok, P.Y. & Chau, K.P. & Wong, Man Chong & Cheung, N.M., 2018. "Collaboration reasoning or social heuristics? Value proposition validity in omnium-gatherum business models," Journal of Business Research, Elsevier, vol. 88(C), pages 550-559.
    17. Shi, Xiaoxiao & Evans, Richard & Shan, Wei, 2022. "Solver engagement in online crowdsourcing communities: The roles of perceived interactivity, relationship quality and psychological ownership," Technological Forecasting and Social Change, Elsevier, vol. 175(C).
    18. Fernandes, Teresa & Oliveira, Elisabete, 2021. "Understanding consumers’ acceptance of automated technologies in service encounters: Drivers of digital voice assistants adoption," Journal of Business Research, Elsevier, vol. 122(C), pages 180-191.
    19. Jain, Shilpi & Basu, Sriparna & Dwivedi, Yogesh K & Kaur, Sumeet, 2022. "Interactive voice assistants – Does brand credibility assuage privacy risks?," Journal of Business Research, Elsevier, vol. 139(C), pages 701-717.
    20. Wang, Nan & Xie, Wenxuan & Ali, Ahsan & Brem, Alexander & Wang, Shouyang, 2022. "How do individual characteristics and social capital shape users’ continuance intentions of smart wearable products?," Technology in Society, Elsevier, vol. 68(C).
    21. Sweeney, Jill & Swait, Joffre, 2008. "The effects of brand credibility on customer loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 15(3), pages 179-193.
    22. Lucia-Palacios, Laura & Pérez-López, Raúl, 2021. "Effects of Home Voice Assistants' Autonomy on Instrusiveness and Usefulness: Direct, Indirect, and Moderating Effects of Interactivity," Journal of Interactive Marketing, Elsevier, vol. 56(C), pages 41-54.
    23. Rijsdijk, S.A. & Hultink, E.J. & Diamantopoulos, A., 2007. "Product Intelligence: Its Conceptualization, Measurement and Impact on Consumer Satisfaction," ERIM Report Series Research in Management ERS-2007-006-ORG, Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam.
    24. Henkens, Bieke & Verleye, Katrien & Larivière, Bart, 2021. "The smarter, the better?! Customer well-being, engagement, and perceptions in smart service systems," International Journal of Research in Marketing, Elsevier, vol. 38(2), pages 425-447.
    25. Gligor, David & Bozkurt, Siddik, 2020. "FsQCA versus regression: The context of customer engagement," Journal of Retailing and Consumer Services, Elsevier, vol. 52(C).
    26. Alan Waterman & Seth Schwartz & Regina Conti, 2008. "The Implications of Two Conceptions of Happiness (Hedonic Enjoyment and Eudaimonia) for the Understanding of Intrinsic Motivation," Journal of Happiness Studies, Springer, vol. 9(1), pages 41-79, January.
    27. Inès Chouk & Zied Mani, 2017. "Drivers of consumers’ resistance to smart products," Post-Print hal-02980400, HAL.
    28. Roy, Sanjit Kumar & Balaji, M S & Sadeque, Saalem & Nguyen, Bang & Melewar, T C, 2017. "Constituents and consequences of smart customer experience in retailing," Technological Forecasting and Social Change, Elsevier, vol. 124(C), pages 257-270.
    29. Mollen, Anne & Wilson, Hugh, 2010. "Engagement, telepresence and interactivity in online consumer experience: Reconciling scholastic and managerial perspectives," Journal of Business Research, Elsevier, vol. 63(9-10), pages 919-925, September.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Liu, Chih-Hsing & Dong, Tse-Ping & Vu, Ho Tran, 2023. "Transformed virtual concepts into reality: Linkage the viewpoint of entrepreneurial passion, technology adoption propensity and advantage to usage intention," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    2. Guo, Wenshan & Luo, Qiangqiang, 2023. "Investigating the impact of intelligent personal assistants on the purchase intentions of Generation Z consumers: The moderating role of brand credibility," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
    3. Alamoudi, Hawazen & Shaikh, Aijaz A. & Alharthi, Majed & Dash, Ganesh, 2023. "With great power comes great responsibilities – Examining platform-based mechanisms and institutional trust in rideshare services," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
    4. Rohit, Kumar & Shankar, Amit & Katiyar, Gagan & Mehrotra, Ankit & Alzeiby, Ebtesam Abdullah, 2024. "Consumer engagement in chatbots and voicebots. A multiple-experiment approach in online retailing context," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
    5. Elshaer, Ibrahim A. & Alrawad, Mahmaod & Lutfi, Abdalwali & Azazz, Alaa M.S., 2024. "Social commerce and buying intention post COVID-19: Evidence from a hybrid approach based on SEM – fsQCA," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
    6. 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).
    7. Sehgal, Nidhi & Jham, Vimi & Malhotra, Gunjan, 2023. "Does green brand anthropomorphism influence repurchase intention? Understanding the impact of brand warmth, psychological ownership, and self-brand congruity," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    8. Alyahya, Mansour & Agag, Gomaa & Aliedan, Meqbel & Abdelmoety, Ziad H., 2023. "Understanding the factors affecting consumers’ behaviour when purchasing refurbished products: A chaordic perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    9. Lu, Hsiao-Han & Chen, Ching-Fu & Tai, Yi-Wen, 2024. "Exploring the roles of vlogger characteristics and video attributes on followers’ value perceptions and behavioral intention," Journal of Retailing and Consumer Services, Elsevier, vol. 77(C).
    10. Kumar, Anand & Bala, Pradip Kumar & Chakraborty, Shibashish & Behera, Rajat Kumar, 2024. "Exploring antecedents impacting user satisfaction with voice assistant app: A text mining-based analysis on Alexa services," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
    11. Yuan, Liang & Fan, Xiaoming, 2023. "As a Chinese saying goes, ‘To get rich, first pave the way’: The opening of high-speed rail and automobile consumption in China," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
    12. Tommy Tanu Wijaya & Boran Yu & Fei Xu & Zhiqiang Yuan & Mailizar Mailizar, 2023. "Analysis of Factors Affecting Academic Performance of Mathematics Education Doctoral Students: A Structural Equation Modeling Approach," IJERPH, MDPI, vol. 20(5), pages 1-23, March.
    13. 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).
    14. Yan, Ying & Chen, Hongquan & Shao, Bingjia & Lei, Yuanyang, 2023. "How IT affordances influence customer engagement in live streaming commerce? A dual-stage analysis of PLS-SEM and fsQCA," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
    15. Sukhov, Alexandre & Friman, Margareta & Olsson, Lars E., 2023. "Unlocking potential: An integrated approach using PLS-SEM, NCA, and fsQCA for informed decision making," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
    16. Hu, Qian & Pan, Zhao, 2023. "Can AI benefit individual resilience? The mediation roles of AI routinization and infusion," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Guo, Wenshan & Luo, Qiangqiang, 2023. "Investigating the impact of intelligent personal assistants on the purchase intentions of Generation Z consumers: The moderating role of brand credibility," Journal of Retailing and Consumer Services, Elsevier, vol. 73(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. Lucia-Palacios, Laura & Pérez-López, Raúl, 2021. "Effects of Home Voice Assistants' Autonomy on Instrusiveness and Usefulness: Direct, Indirect, and Moderating Effects of Interactivity," Journal of Interactive Marketing, Elsevier, vol. 56(C), pages 41-54.
    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).
    5. Rokonuzzaman, Md & Kim, Kyoungmi (Kate) & Dugar, Kranti Kumar & Fox, Jennine, 2022. "What makes an object smart? Conceptualization, development, and validation of a scale to measure the Smartness of a Thing (SoT)," Journal of Business Research, Elsevier, vol. 141(C), pages 337-354.
    6. 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).
    7. Hu, Qian & Pan, Zhao, 2023. "Can AI benefit individual resilience? The mediation roles of AI routinization and infusion," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
    8. Beeler, Lisa & Zablah, Alex R. & Rapp, Adam, 2022. "Ability is in the eye of the beholder: How context and individual factors shape consumer perceptions of digital assistant ability," Journal of Business Research, Elsevier, vol. 148(C), pages 33-46.
    9. Kautish, Pradeep & Purohit, Sonal & Filieri, Raffaele & Dwivedi, Yogesh K., 2023. "Examining the role of consumer motivations to use voice assistants for fashion shopping: The mediating role of awe experience and eWOM," Technological Forecasting and Social Change, Elsevier, vol. 190(C).
    10. Oliveira, Guilherme Gouvea de & Lizarelli, Fabiane Letícia & Teixeira, Jorge Grenha & Mendes, Glauco Henrique de Sousa, 2023. "Curb your enthusiasm: Examining the customer experience with Alexa and its marketing outcomes," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
    11. Yi Sun & Shihui Li & Lingling Yu, 2022. "The dark sides of AI personal assistant: effects of service failure on user continuance intention," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(1), pages 17-39, March.
    12. Mari, Alex & Mandelli, Andreina & Algesheimer, René, 2024. "Empathic voice assistants: Enhancing consumer responses in voice commerce," Journal of Business Research, Elsevier, vol. 175(C).
    13. Maduku, Daniel K. & Mpinganjira, Mercy & Rana, Nripendra P. & Thusi, Philile & Ledikwe, Aobakwe & Mkhize, Njabulo Happy-boy, 2023. "Assessing customer passion, commitment, and word-of-mouth intentions in digital assistant usage: The moderating role of technology anxiety," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
    14. Maroufkhani, Parisa & Asadi, Shahla & Ghobakhloo, Morteza & Jannesari, Milad T. & Ismail, Wan Khairuzaman Wan, 2022. "How do interactive voice assistants build brands' loyalty?," Technological Forecasting and Social Change, Elsevier, vol. 183(C).
    15. Abhijit Guha & Timna Bressgott & Dhruv Grewal & Dominik Mahr & Martin Wetzels & Elisa Schweiger, 2023. "How artificiality and intelligence affect voice assistant evaluations," Journal of the Academy of Marketing Science, Springer, vol. 51(4), pages 843-866, July.
    16. Maria Vernuccio & Michela Patrizi & Maja Šerić & Alberto Pastore, 2023. "The perceptual antecedents of brand anthropomorphism in the name-brand voice assistant context," Journal of Brand Management, Palgrave Macmillan, vol. 30(4), pages 302-317, July.
    17. Ertugrul Uysal & Sascha Alavi & Valéry Bezençon, 2022. "Trojan horse or useful helper? A relationship perspective on artificial intelligence assistants with humanlike features," Journal of the Academy of Marketing Science, Springer, vol. 50(6), pages 1153-1175, November.
    18. Sohn, Stefanie, 2024. "Consumer perceived risk of using autonomous retail technology," Journal of Business Research, Elsevier, vol. 171(C).
    19. Henkens, Bieke & Verleye, Katrien & Larivière, Bart, 2021. "The smarter, the better?! Customer well-being, engagement, and perceptions in smart service systems," International Journal of Research in Marketing, Elsevier, vol. 38(2), pages 425-447.
    20. Rabassa, Valérie & Sabri, Ouidade & Spaletta, Claire, 2022. "Conversational commerce: Do biased choices offered by voice assistants’ technology constrain its appropriation?," Technological Forecasting and Social Change, Elsevier, vol. 174(C).

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:joreco:v:70:y:2023:i:c:s0969698922002235. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: https://www.journals.elsevier.com/journal-of-retailing-and-consumer-services .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.