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Eliza in the uncanny valley: anthropomorphizing consumer robots increases their perceived warmth but decreases liking

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Cited by:

  1. Xie, Yuguang & Liang, Changyong & Zhou, Peiyu & Jiang, Li, 2024. "Exploring the influence mechanism of chatbot-expressed humor on service satisfaction in online customer service," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
  2. 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).
  3. Manav Raj & Justin Berg & Rob Seamans, 2023. "Art-ificial Intelligence: The Effect of AI Disclosure on Evaluations of Creative Content," Papers 2303.06217, arXiv.org, revised Jun 2024.
  4. Rangina Ahmad & Dominik Siemon & Ulrich Gnewuch & Susanne Robra-Bissantz, 2022. "Designing Personality-Adaptive Conversational Agents for Mental Health Care," Information Systems Frontiers, Springer, vol. 24(3), pages 923-943, June.
  5. de Bellis, Emanuel & Venkataramani Johar, Gita, 2020. "Autonomous Shopping Systems: Identifying and Overcoming Barriers to Consumer Adoption," Journal of Retailing, Elsevier, vol. 96(1), pages 74-87.
  6. Wang, Yawei & Kang, Qi & Zhou, Shoujiang & Dong, Yuanyuan & Liu, Junqi, 2022. "The impact of service robots in retail: Exploring the effect of novelty priming on consumer behavior," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
  7. Song, C.S. & Kim, Y.-K. & Jo, B.W. & Park, S.-h., 2022. "Trust in humanoid robots in footwear stores: A large-N crisp-set qualitative comparative analysis (csQCA) model," Journal of Business Research, Elsevier, vol. 152(C), pages 251-264.
  8. Bai, Shizhen & Yu, Dingyao & Han, Chunjia & Yang, Mu & Gupta, Brij B. & Arya, Varsha & Panigrahi, Prabin Kumar & Tang, Rui & He, Hao & Zhao, Jiayuan, 2024. "Warmth trumps competence? Uncovering the influence of multimodal AI anthropomorphic interaction experience on intelligent service evaluation: Insights from the high-evoked automated social presence," Technological Forecasting and Social Change, Elsevier, vol. 204(C).
  9. Xiong, Xiling & Wong, IpKin Anthony & Yang, Fiona X., 2021. "Are we behaviorally immune to COVID-19 through robots?," Annals of Tourism Research, Elsevier, vol. 91(C).
  10. Nitin Upadhyay & Aakash Kamble, 2024. "Why can’t we help but love mobile banking chatbots? Perspective of stimulus-organism-response," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 29(3), pages 855-872, September.
  11. Elizabeth Han & Dezhi Yin & Han Zhang, 2023. "Bots with Feelings: Should AI Agents Express Positive Emotion in Customer Service?," Information Systems Research, INFORMS, vol. 34(3), pages 1296-1311, September.
  12. Yan, Ji & Xia, Senmao & Jiang, Amanda & Lin, Zhibin, 2024. "The effect of different types of virtual influencers on consumers’ emotional attachment," Journal of Business Research, Elsevier, vol. 177(C).
  13. Yoganathan, Vignesh & Osburg, Victoria-Sophie, 2024. "The mind in the machine: Estimating mind perception's effect on user satisfaction with voice-based conversational agents," Journal of Business Research, Elsevier, vol. 175(C).
  14. Liu, Xing (Stella) & Wan, Lisa C. & Yi, Xiao (Shannon), 2022. "Humanoid versus non-humanoid robots: How mortality salience shapes preference for robot services under the COVID-19 pandemic?," Annals of Tourism Research, Elsevier, vol. 94(C).
  15. Aubel Martin & Pikturniene Indre & Joye Yannick, 2022. "Risk Perception and Risk Behavior in Response to Service Robot Anthropomorphism in Banking," Journal of Management and Business Administration. Central Europe, Sciendo, vol. 30(2), pages 26-42, June.
  16. 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.
  17. Gerrath, Maximilian H.E.E. & Olya, Hossein & Shah, Zahra & Li, Huaiyu, 2024. "Virtual influencers and pro-environmental causes: The roles of message warmth and trust in experts," Journal of Business Research, Elsevier, vol. 175(C).
  18. Sungwoo Choi & Stella X Liu & Choongbeom Choi, 2022. "Robot–Brand Fit The Influence Of Brand Personality On Consumer Reactions To Service Robot Adoption," Marketing Letters, Springer, vol. 33(1), pages 129-142, March.
  19. Song, Jinzhu & Gao, Yanhuan & Huang, Youlin & Chen, Lihan, 2023. "Being friendly and competent: Service robots' proactive behavior facilitates customer value co-creation," Technological Forecasting and Social Change, Elsevier, vol. 196(C).
  20. Erik Hermann, 2022. "Leveraging Artificial Intelligence in Marketing for Social Good—An Ethical Perspective," Journal of Business Ethics, Springer, vol. 179(1), pages 43-61, August.
  21. Arikan, Esra & Altinigne, Nesenur & Kuzgun, Ebru & Okan, Mehmet, 2023. "May robots be held responsible for service failure and recovery? The role of robot service provider agents’ human-likeness," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
  22. Chang, Woojung & Kim, Kyoungmi (Kate), 2022. "Appropriate service robots in exchange and communal relationships," Journal of Business Research, Elsevier, vol. 141(C), pages 462-474.
  23. Kayeser Fatima, Johra & Khan, Md Irfanuzzaman & Bahmannia, Somayeh & Chatrath, Sarvjeet Kaur & Dale, Naomi F. & Johns, Raechel, 2024. "Rapport with a chatbot? The underlying role of anthropomorphism in socio-cognitive perceptions of rapport and e-word of mouth," Journal of Retailing and Consumer Services, Elsevier, vol. 77(C).
  24. Karpinska-Krakowiak, Malgorzata & Eisend, Martin, 2021. "The Effects of Animistic Thinking, Animistic Cues, and Superstitions on Brand Responses on Social Media," Journal of Interactive Marketing, Elsevier, vol. 55(C), pages 104-117.
  25. Na Cai & Shuhong Gao & Jinzhe Yan, 2024. "How the communication style of chatbots influences consumers’ satisfaction, trust, and engagement in the context of service failure," Palgrave Communications, Palgrave Macmillan, vol. 11(1), pages 1-11, December.
  26. Dabiran, Ehsan & Farivar, Samira & Wang, Fang & Grant, Gerald, 2024. "Virtually human: anthropomorphism in virtual influencer marketing," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
  27. Schillaci, Carmela Elita & de Cosmo, Lucrezia Maria & Piper, Luigi & Nicotra, Melita & Guido, Gianluigi, 2024. "Anthropomorphic chatbots' for future healthcare services: Effects of personality, gender, and roles on source credibility, user satisfaction, and intention to use," Technological Forecasting and Social Change, Elsevier, vol. 199(C).
  28. Jana Holthöwer & Jenny Doorn, 2023. "Robots do not judge: service robots can alleviate embarrassment in service encounters," Journal of the Academy of Marketing Science, Springer, vol. 51(4), pages 767-784, July.
  29. El Hedhli, Kamel & Zourrig, Haithem & Al Khateeb, Amr & Alnawas, Ibrahim, 2023. "Stereotyping human-like virtual influencers in retailing: Does warmth prevail over competence?," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
  30. Song, Christina Soyoung & Kim, Youn-Kyung, 2022. "The role of the human-robot interaction in consumers’ acceptance of humanoid retail service robots," Journal of Business Research, Elsevier, vol. 146(C), pages 489-503.
  31. Zhang, Yaqiong & Wang, Shifu, 2023. "The influence of anthropomorphic appearance of artificial intelligence products on consumer behavior and brand evaluation under different product types," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
  32. Huang, Ming-Hui & Rust, Roland T., 2022. "A Framework for Collaborative Artificial Intelligence in Marketing," Journal of Retailing, Elsevier, vol. 98(2), pages 209-223.
  33. 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.
  34. Kim, Hayeon & Lee, Sang Woo & Seo, Sungwoo, 2024. "Strategies for Addressing Hallucinations in Generative AI: Exploring the Roles of Politeness, Attribution, and Anthropomorphism," 24th ITS Biennial Conference, Seoul 2024. New bottles for new wine: digital transformation demands new policies and strategies 302511, International Telecommunications Society (ITS).
  35. Gong, Xiushuang & Zhang, Honghong, 2023. "You are being watched! Using anthropomorphism to curb customer misbehavior in access-based consumption," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
  36. Chen Yang & Jing Hu, 2022. "When do consumers prefer AI-enabled customer service? The interaction effect of brand personality and service provision type on brand attitudes and purchase intentions," Journal of Brand Management, Palgrave Macmillan, vol. 29(2), pages 167-189, March.
  37. Jochen Wirtz & Valentina Pitardi, 2023. "How intelligent automation, service robots, and AI will reshape service products and their delivery," Italian Journal of Marketing, Springer, vol. 2023(3), pages 289-300, September.
  38. Hai Lan & Xiaofei Tang & Yong Ye & Huiqin Zhang, 2024. "Abstract or concrete? The effects of language style and service context on continuous usage intention for AI voice assistants," Palgrave Communications, Palgrave Macmillan, vol. 11(1), pages 1-13, December.
  39. Mengjun Li & Ayoung Suh, 2022. "Anthropomorphism in AI-enabled technology: A literature review," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(4), pages 2245-2275, December.
  40. Wien, Anders Hauge & Peluso, Alessandro M., 2021. "Influence of human versus AI recommenders: The roles of product type and cognitive processes," Journal of Business Research, Elsevier, vol. 137(C), pages 13-27.
  41. Petar Gidaković & Mateja Kos Koklič & Mila Zečević & Vesna Žabkar, 2022. "The influence of brand sustainability on purchase intentions: the mediating role of brand impressions and brand attitudes," Journal of Brand Management, Palgrave Macmillan, vol. 29(6), pages 556-568, November.
  42. Massilva Dekkal & Manon Arcand & Sandrine Prom Tep & Lova Rajaobelina & Line Ricard, 2024. "Factors affecting user trust and intention in adopting chatbots: the moderating role of technology anxiety in insurtech," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 29(3), pages 699-728, September.
  43. 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.
  44. Song, Mengmeng & Xing, Xinyu & Duan, Yucong & Cohen, Jason & Mou, Jian, 2022. "Will artificial intelligence replace human customer service? The impact of communication quality and privacy risks on adoption intention," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
  45. Li, Xueni (Shirley) & Kim, Sara & Chan, Kimmy Wa & McGill, Ann L., 2023. "Detrimental effects of anthropomorphism on the perceived physical safety of artificial agents in dangerous situations," International Journal of Research in Marketing, Elsevier, vol. 40(4), pages 841-864.
  46. Hoyer, Wayne D. & Kroschke, Mirja & Schmitt, Bernd & Kraume, Karsten & Shankar, Venkatesh, 2020. "Transforming the Customer Experience Through New Technologies," Journal of Interactive Marketing, Elsevier, vol. 51(C), pages 57-71.
  47. Sestino, Andrea & D'Angelo, Alfredo, 2023. "My doctor is an avatar! The effect of anthropomorphism and emotional receptivity on individuals' intention to use digital-based healthcare services," Technological Forecasting and Social Change, Elsevier, vol. 191(C).
  48. Mari, Alex & Mandelli, Andreina & Algesheimer, René, 2024. "Empathic voice assistants: Enhancing consumer responses in voice commerce," Journal of Business Research, Elsevier, vol. 175(C).
  49. Bernd Schmitt, 2019. "From Atoms to Bits and Back: A Research Curation on Digital Technology and Agenda for Future Research," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 46(4), pages 825-832.
  50. Ming-Hui Huang & Roland T. Rust, 2021. "A strategic framework for artificial intelligence in marketing," Journal of the Academy of Marketing Science, Springer, vol. 49(1), pages 30-50, January.
  51. Yang, Yikai & Zheng, Jiehui & Yu, Yining & Qiu, Yiling & Wang, Lei, 2024. "The role of recommendation sources and attribute framing in online product recommendations," Journal of Business Research, Elsevier, vol. 174(C).
  52. Aubel Martin & Pikturniene Indre & Joye Yannick, 2022. "Risk Perception and Risk Behavior in Response to Service Robot Anthropomorphism in Banking," Journal of Management and Business Administration. Central Europe, Sciendo, vol. 30(1), pages 26-42, June.
  53. Liu, Xing (Stella) & Yi, Xiao (Shannon) & Wan, Lisa C., 2022. "Friendly or competent? The effects of perception of robot appearance and service context on usage intention," Annals of Tourism Research, Elsevier, vol. 92(C).
  54. Qiaoyu Feng & Si Cheng & Hu Meng, 2024. "Impact of Anthropomorphic Design on User Sentiment and Sustained Use Intention towards Household Healthcare," Sustainability, MDPI, vol. 16(10), pages 1-12, May.
  55. Wenjia Li & Huangyi Ding & Jingjing Gui & Qinghe Tang, 2024. "Patient acceptance of medical service robots in the medical intelligence era: an empirical study based on an extended AI device use acceptance model," Palgrave Communications, Palgrave Macmillan, vol. 11(1), pages 1-13, December.
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