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Why do we prefer humans to artificial intelligence in telemarketing? A mind perception explanation

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  • Li, Sixian
  • Peluso, Alessandro M.
  • Duan, Jinyun

Abstract

Artificial intelligence (AI) applications in the market have become a buzzing trend. The current research proposed that consumers feel less empathy toward AI (vs. human) telesellers and thus tend to hang up on AI telesellers faster. Moreover, anthropomorphism (i.e., an individual tendency to attribute human qualities to nonhuman entities) moderates the above effect. Three studies provided evidence for the mediating role of empathy in the relationship between teleseller type and call duration and for the moderating role of anthropomorphism. We indeed found that the relationship between teleseller type and call duration via empathy is mitigated for consumers high in anthropomorphism.

Suggested Citation

  • Li, Sixian & Peluso, Alessandro M. & Duan, Jinyun, 2023. "Why do we prefer humans to artificial intelligence in telemarketing? A mind perception explanation," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    • Handle: RePEc:eee:joreco:v:70:y:2023:i:c:s0969698922002326
    DOI: 10.1016/j.jretconser.2022.103139
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    References listed on IDEAS

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    4. Poushneh, Atieh & Vasquez-Parraga, Arturo & Gearhart, Richard S., 2024. "The effect of empathetic response and consumers’ narcissism in voice-based artificial intelligence," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
    5. Ma, Xiaoyue & Huo, Yudi, 2023. "Are users willing to embrace ChatGPT? Exploring the factors on the acceptance of chatbots from the perspective of AIDUA framework," Technology in Society, Elsevier, vol. 75(C).
    6. Chakraborty, Debarun & Polisetty, Aruna & G, Sowmya & Rana, Nripendra P. & Khorana, Sangeeta, 2024. "Unlocking the potential of AI: Enhancing consumer engagement in the beauty and cosmetic product purchases," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
    7. Brüns, Jasper David & Meißner, Martin, 2024. "Do you create your content yourself? Using generative artificial intelligence for social media content creation diminishes perceived brand authenticity," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
    8. Vieira, Valter Afonso & Silva, Juliano Domingues da & Faia, Valter da Silva & Gabler, Colin, 2024. "Drivers of industrial sales performance in the agent-buyer chat channel: The role of social and functional content, message valence, and synchronicity," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
    9. Cheng, Zhendong & Fan, Wenfang & Shao, Bingjia & Jia, Wenli & Zhang, Yong, 2024. "The impact of intelligent customer service agents’ initial response on consumers’ continuous interaction intention," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
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