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Understanding anthropomorphism in service provision: a meta-analysis of physical robots, chatbots, and other AI

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Cited by:

  1. Darima Fotheringham & Michael A. Wiles, 2023. "The effect of implementing chatbot customer service on stock returns: an event study analysis," Journal of the Academy of Marketing Science, Springer, vol. 51(4), pages 802-822, July.
  2. Taoufiq Dadouch & Bouchra Bennani & Malika Haoucha, 2023. "Consumer Acceptance of Mobile Shopping Apps, From Basic Apps to AI-Conversational Apps: A Literature Review," Post-Print hal-04194657, HAL.
  3. Markovitch, Dmitri G. & Stough, Rusty A. & Huang, Dongling, 2024. "Consumer reactions to chatbot versus human service: An investigation in the role of outcome valence and perceived empathy," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
  4. Alex Mari & Andreina Mandelli & René Algesheimer, 2023. "Shopping with Voice Assistants: How Empathy Affects Individual and Family Decision-Making Outcomes," Working Papers 399, University of Zurich, Department of Business Administration (IBW).
  5. Ma, Dan & Zhu, Qing, 2022. "Innovation in emerging economies: Research on the digital economy driving high-quality green development," Journal of Business Research, Elsevier, vol. 145(C), pages 801-813.
  6. Christou, Prokopis & Hadjielias, Elias & Simillidou, Aspasia & Kvasova, Olga, 2023. "The use of intelligent automation as a form of digital transformation in tourism: Towards a hybrid experiential offering," Journal of Business Research, Elsevier, vol. 155(PB).
  7. Mehmood, Khalid & Kautish, Pradeep & Shah, Tejas R., 2024. "Embracing digital companions: Unveiling customer engagement with anthropomorphic AI service robots in cross-cultural context," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
  8. Marc Becker & Dominik Mahr & Gaby Odekerken-Schröder, 2023. "Customer comfort during service robot interactions," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 137-165, March.
  9. Hu, Peng & Gong, Yeming & Lu, Yaobin & Ding, Amy Wenxuan, 2023. "Speaking vs. listening? Balance conversation attributes of voice assistants for better voice marketing," International Journal of Research in Marketing, Elsevier, vol. 40(1), pages 109-127.
  10. Kim, Hyojung & Park, Minjung, 2024. "When digital celebrity talks to you: How human-like virtual influencers satisfy consumer's experience through social presence on social media endorsements," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
  11. Borghi, Matteo & Mariani, Marcello M., 2022. "The role of emotions in the consumer meaning-making of interactions with social robots," Technological Forecasting and Social Change, Elsevier, vol. 182(C).
  12. Sun, Yuan & Chen, Jin & Sundar, S. Shyam, 2024. "Chatbot ads with a human touch: A test of anthropomorphism, interactivity, and narrativity," Journal of Business Research, Elsevier, vol. 172(C).
  13. Linxiong Chen & Changbiao Zhong & Chong Li, 2022. "Research on the Impact of the Digital Economy on China’s New-Type Urbanization: Based on Spatial and Mediation Models," Sustainability, MDPI, vol. 14(22), pages 1-23, November.
  14. 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.
  15. Markus Blut & Viktorija Kulikovskaja & Marco Hubert & Christian Brock & Dhruv Grewal, 2023. "Effectiveness of engagement initiatives across engagement platforms: A meta-analysis," Journal of the Academy of Marketing Science, Springer, vol. 51(5), pages 941-965, September.
  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. 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).
  18. Dario Krpan & Jonathan E. Booth & Andreea Damien, 2023. "The positive–negative–competence (PNC) model of psychological responses to representations of robots," Nature Human Behaviour, Nature, vol. 7(11), pages 1933-1954, November.
  19. Erik Hermann, 2022. "Anthropomorphized artificial intelligence, attachment, and consumer behavior," Marketing Letters, Springer, vol. 33(1), pages 157-162, March.
  20. Yao, Qi & Hu, Chao & Zhou, Wenkai, 2024. "The impact of customer privacy concerns on service robot adoption intentions: A credence/experience service typology perspective," Technological Forecasting and Social Change, Elsevier, vol. 198(C).
  21. Zogaj, Adnan & Mähner, Philipp M. & Yang, Linyu & Tscheulin, Dieter K., 2023. "It’s a Match! The effects of chatbot anthropomorphization and chatbot gender on consumer behavior," Journal of Business Research, Elsevier, vol. 155(PA).
  22. Shengliang Zhang & Xinfeng Lin & Xiaodong Li & Ai Ren, 2022. "Service robots’ anthropomorphism: dimensions, factors and internal relationships," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(1), pages 277-295, March.
  23. 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).
  24. 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).
  25. 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).
  26. 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.
  27. Gao, Wei & Jiang, Ning & Guo, Qingqing, 2023. "How do virtual streamers affect purchase intention in the live streaming context? A presence perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
  28. Söderlund, Magnus, 2022. "Service robots with (perceived) theory of mind: An examination of humans’ reactions," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).
  29. 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).
  30. Rob Kim Marjerison & Youran Zhang & Hanyi Zheng, 2022. "AI in E-Commerce: Application of the Use and Gratification Model to The Acceptance of Chatbots," Sustainability, MDPI, vol. 14(21), pages 1-16, November.
  31. Navid Bahmani & Amit Bhatnagar & Dinesh Gauri, 2022. "Hey, Alexa! What attributes of Skills affect firm value?," Journal of the Academy of Marketing Science, Springer, vol. 50(6), pages 1219-1235, November.
  32. Wu, Min & Wang, Nanxi & Yuen, Kum Fai, 2023. "Can autonomy level and anthropomorphic characteristics affect public acceptance and trust towards shared autonomous vehicles?," Technological Forecasting and Social Change, Elsevier, vol. 189(C).
  33. Balakrishnan, Janarthanan & Abed, Salma S. & Jones, Paul, 2022. "The role of meta-UTAUT factors, perceived anthropomorphism, perceived intelligence, and social self-efficacy in chatbot-based services?," Technological Forecasting and Social Change, Elsevier, vol. 180(C).
  34. Liu, Yun & Wang, Xingyuan & Wang, Shuyang, 2022. "Research on service robot adoption under different service scenarios," Technology in Society, Elsevier, vol. 68(C).
  35. 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.
  36. 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).
  37. Kamoonpuri, Sana Zehra & Sengar, Anita, 2023. "Hi, May AI help you? An analysis of the barriers impeding the implementation and use of artificial intelligence-enabled virtual assistants in retail," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
  38. Chang, Yaping & Gao, Yajie & Zhu, Donghong & Safeer, Asif Ali, 2023. "Social robots: Partner or intruder in the home? The roles of self-construal, social support, and relationship intrusion in consumer preference," Technological Forecasting and Social Change, Elsevier, vol. 197(C).
  39. Zhou, Cheng & Chang, Qian, 2024. "Informational or emotional? Exploring the relative effects of chatbots’ self-recovery strategies on consumer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
  40. Taqdees Fatima & Bingxiang Li & Shahab Alam Malik & Dan Zhang, 2023. "The Spatial Effect of Industrial Intelligence on High-Quality Green Development of Industry under Environmental Regulations and Low Carbon Intensity," Sustainability, MDPI, vol. 15(3), pages 1-17, January.
  41. Nika Meyer (née Mozafari) & Melanie Schwede & Maik Hammerschmidt & Welf Hermann Weiger, 2022. "Users taking the blame? How service failure, recovery, and robot design affect user attributions and retention," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(4), pages 2491-2505, December.
  42. 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.
  43. 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.
  44. Kumar, Bipul & Bagozzi, Richard P. & Manrai, Ajay K. & Manrai, Lalita A., 2022. "Conspicuous consumption: A meta-analytic review of its antecedents, consequences, and moderators," Journal of Retailing, Elsevier, vol. 98(3), pages 471-485.
  45. Won, Jongho & Lee, Daeho & Lee, Junmin, 2023. "Understanding experiences of food-delivery-platform workers under algorithmic management using topic modeling," Technological Forecasting and Social Change, Elsevier, vol. 190(C).
  46. Sharma, Monika & Rahman, Zillur, 2022. "Anthropomorphic brand management: An integrated review and research agenda," Journal of Business Research, Elsevier, vol. 149(C), pages 463-475.
  47. Liyanaarachchi, Gajendra & Mifsud, Matthieu & Viglia, Giampaolo, 2024. "Virtual influencers and data privacy: Introducing the multi-privacy paradox," Journal of Business Research, Elsevier, vol. 176(C).
  48. 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.
  49. Stephanie M. Noble & Martin Mende, 2023. "The future of artificial intelligence and robotics in the retail and service sector: Sketching the field of consumer-robot-experiences," Journal of the Academy of Marketing Science, Springer, vol. 51(4), pages 747-756, July.
  50. Alabed, Amani & Javornik, Ana & Gregory-Smith, Diana, 2022. "AI anthropomorphism and its effect on users' self-congruence and self–AI integration: A theoretical framework and research agenda," Technological Forecasting and Social Change, Elsevier, vol. 182(C).
  51. Smriti Kumar & Elizabeth G. Miller & Martin Mende & Maura L. Scott, 2022. "Language matters: humanizing service robots through the use of language during the COVID-19 pandemic," Marketing Letters, Springer, vol. 33(4), pages 607-623, December.
  52. 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).
  53. Mari, Alex & Mandelli, Andreina & Algesheimer, René, 2024. "Empathic voice assistants: Enhancing consumer responses in voice commerce," Journal of Business Research, Elsevier, vol. 175(C).
  54. Alina Sorescu & Martin Schreier, 2021. "Innovation in the digital economy: a broader view of its scope, antecedents, and consequences," Journal of the Academy of Marketing Science, Springer, vol. 49(4), pages 627-631, July.
  55. Blut, Markus & Ghiassaleh, Arezou & Wang, Cheng, 2023. "Testing the performance of online recommendation agents: A meta-analysis," Journal of Retailing, Elsevier, vol. 99(3), pages 440-459.
  56. Esmark Jones, Carol L. & Hancock, Tyler & Kazandjian, Brett & Voorhees, Clay M., 2022. "Engaging the Avatar: The effects of authenticity signals during chat-based service recoveries," Journal of Business Research, Elsevier, vol. 144(C), pages 703-716.
  57. Aric Rindfleisch & Nobuyuki Fukawa & Naoto Onzo, 2022. "Robots in retail: Rolling out the Whiz," AMS Review, Springer;Academy of Marketing Science, vol. 12(3), pages 238-244, December.
  58. de Kervenoael, Ronan & Schwob, Alexandre & Hasan, Rajibul & Psylla, Evangelia, 2024. "SIoT robots and consumer experiences in retail: Unpacking repeat purchase intention drivers leveraging computers are social actors (CASA) paradigm," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
  59. 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).
  60. Li, Jian & Huang, Jinsong & Li, Yaqi, 2023. "Examining the effects of authenticity fit and association fit: A digital human avatar endorsement model," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
  61. Mark Anthony Camilleri & Ciro Troise, 2023. "Live support by chatbots with artificial intelligence: A future research agenda," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 61-80, March.
  62. 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.
  63. Flavián, Carlos & Belk, Russell W. & Belanche, Daniel & Casaló, Luis V., 2024. "Automated social presence in AI: Avoiding consumer psychological tensions to improve service value," Journal of Business Research, Elsevier, vol. 175(C).
  64. Chong, Terrence & Yu, Ting & Keeling, Debbie Isobel & de Ruyter, Ko, 2021. "AI-chatbots on the services frontline addressing the challenges and opportunities of agency," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
  65. Aw, Eugene Cheng-Xi & Tan, Garry Wei-Han & Cham, Tat-Huei & Raman, Ramakrishnan & Ooi, Keng-Boon, 2022. "Alexa, what's on my shopping list? Transforming customer experience with digital voice assistants," Technological Forecasting and Social Change, Elsevier, vol. 180(C).
  66. Zhu, Tengteng & Lin, Zhibin & Liu, Xin, 2023. "The future is now? Consumers' paradoxical expectations of human-like service robots," Technological Forecasting and Social Change, Elsevier, vol. 196(C).
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