IDEAS home Printed from https://ideas.repec.org/a/eee/jbrese/v206y2026ics0148296326000032.html

From Code to Care: How Artificial Empathy Enhances Customer Experience in Human-Robot Interaction

Author

Listed:
  • Weng, Zhigang
  • Huang, Yihe
  • Weng, Siqi

Abstract

Artificial intelligence (AI) has evolved from computational to perceptual intelligence, initiating an era of simulated human-robot empathy. However, AI is still viewed as mechanical and lacking empathy. Hence, emotional theories in AI need breakthroughs. Based on the computers as social actors theory, this study explores how artificial empathy boosts human-robot interaction (HRI) satisfaction. It focuses on chain mediation via intimacy and social bonding, and speciesism’s moderating role. Using three online medical consultation scenarios (physical/urticaria allergies and mental stress) and ChatGPT-4o mini data, the results reveal that high artificial empathy improves HRI satisfaction through the combined effects of three dimensions: perspective-taking, empathic concern, and emotional contagion. Therefore, emotional algorithms improve service satisfaction through synchronized affect, personalized intimacy, and strengthened social bonding. Finally, the findings also provide practical guidance for enterprises deploying empathetic robots to elevate HRI quality.

Suggested Citation

  • Weng, Zhigang & Huang, Yihe & Weng, Siqi, 2026. "From Code to Care: How Artificial Empathy Enhances Customer Experience in Human-Robot Interaction," Journal of Business Research, Elsevier, vol. 206(C).
    • Handle: RePEc:eee:jbrese:v:206:y:2026:i:c:s0148296326000032
    DOI: 10.1016/j.jbusres.2026.115969
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0148296326000032
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jbusres.2026.115969?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

    for a different version of it.

    References listed on IDEAS

    as
    1. Yanyan Dong & Jie Hou & Ning Zhang & Maocong Zhang, 2020. "Research on How Human Intelligence, Consciousness, and Cognitive Computing Affect the Development of Artificial Intelligence," Complexity, Hindawi, vol. 2020, pages 1-10, October.
    2. J.J. Brakus & B.H. Schmitt & L. Zarantonello, 2009. "Brand Experience: What Is It? How Do We Measure It? And Does It Affect Loyalty?," Post-Print hal-00799102, HAL.
    3. Gentile, Chiara & Spiller, Nicola & Noci, Giuliano, 2007. "How to Sustain the Customer Experience:: An Overview of Experience Components that Co-create Value With the Customer," European Management Journal, Elsevier, vol. 25(5), pages 395-410, October.
    4. Mangus, Stephanie M. & Bock, Dora E. & Jones, Eli & Folse, Judith Anne Garretson, 2020. "Examining the effects of mutual information sharing and relationship empathy: A social penetration theory perspective," Journal of Business Research, Elsevier, vol. 109(C), pages 375-384.
    5. Chiang, Ai-Hsuan & Trimi, Silvana & Lo, Yu-Ju, 2022. "Emotion and service quality of anthropomorphic robots," Technological Forecasting and Social Change, Elsevier, vol. 177(C).
    6. Martinez Caro, Laura & Martinez Garcia, Jose Antonio, 2007. "Cognitive-affective model of consumer satisfaction. An exploratory study within the framework of a sporting event," Journal of Business Research, Elsevier, vol. 60(2), pages 108-114, February.
    7. Adler, Susanne Jana & Röseler, Lukas & Schöniger, Martina Katharina, 2023. "A toolbox to evaluate the trustworthiness of published findings," Journal of Business Research, Elsevier, vol. 167(C).
    8. 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.
    9. 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).
    10. Blair Kidwell & Virginie Lopez-Kidwell & Christopher Blocker & Erick M Mas & Eileen Fischer & Margaret C Campbell & Andrea C Morales, 2020. "Birds of a Feather Feel Together: Emotional Ability Similarity in Consumer Interactions [If Looks Could Sell: Moderation and Mediation of the Attractiveness Effect on Salesperson Performance]," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 47(2), pages 215-236.
    11. Brei, Vinicius Andrade, 2020. "Machine Learning in Marketing: Overview, Learning Strategies, Applications, and Future Developments," Foundations and Trends(R) in Marketing, now publishers, vol. 14(3), pages 173-236, August.
    12. Sara Moussawi & Marios Koufaris & Raquel Benbunan-Fich, 2023. "The role of user perceptions of intelligence, anthropomorphism, and self-extension on continuance of use of personal intelligent agents," European Journal of Information Systems, Taylor & Francis Journals, vol. 32(3), pages 601-622, May.
    13. Yuping Liu-Thompkins & Shintaro Okazaki & Hairong Li, 2022. "Artificial empathy in marketing interactions: Bridging the human-AI gap in affective and social customer experience," Journal of the Academy of Marketing Science, Springer, vol. 50(6), pages 1198-1218, November.
    14. Bernd Schmitt, 2020. "Speciesism: an obstacle to AI and robot adoption," Marketing Letters, Springer, vol. 31(1), pages 3-6, March.
    15. Sarah J Charles & Valerie van Mulukom & Jennifer E Brown & Fraser Watts & Robin I M Dunbar & Miguel Farias, 2021. "United on Sunday: The effects of secular rituals on social bonding and affect," PLOS ONE, Public Library of Science, vol. 16(1), pages 1-17, January.
    16. Kaplan, Andreas & Haenlein, Michael, 2020. "Rulers of the world, unite! The challenges and opportunities of artificial intelligence," Business Horizons, Elsevier, vol. 63(1), pages 37-50.
    17. 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.
    18. Adler, Susanne Jana & Röseler, Lukas & Schöniger, Martina Katharina, 2023. "A Toolbox to Evaluate the Trustworthiness of Published Findings," OSF Preprints s5mzp, Center for Open Science.
    19. Chen, Nuoya & Mohanty, Smaraki & Jiao, Jinfeng & Fan, Xiucheng, 2021. "To err is human: Tolerate humans instead of machines in service failure," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
    20. Linda D. Hollebeek & Rajendra K. Srivastava & Tom Chen, 2019. "S-D logic–informed customer engagement: integrative framework, revised fundamental propositions, and application to CRM," Journal of the Academy of Marketing Science, Springer, vol. 47(1), pages 161-185, January.
    21. Xueming Luo & Siliang Tong & Zheng Fang & Zhe Qu, 2019. "Frontiers: Machines vs. Humans: The Impact of Artificial Intelligence Chatbot Disclosure on Customer Purchases," Marketing Science, INFORMS, vol. 38(6), pages 937-947, November.
    22. repec:osf:osfxxx:s5mzp_v1 is not listed on IDEAS
    23. Andreas Reissmann & Ewelina Stollberg & Joachim Hauser & Ivo Kaunzinger & Klaus W Lange, 2021. "The role of state feelings of loneliness in the situational regulation of social affiliative behavior: Exploring the regulatory relations within a multilevel framework," PLOS ONE, Public Library of Science, vol. 16(6), pages 1-21, June.
    24. Belanche, Daniel & Casaló, Luis V. & Flavián, Marta & Ibáñez-Sánchez, Sergio, 2021. "Understanding influencer marketing: The role of congruence between influencers, products and consumers," Journal of Business Research, Elsevier, vol. 132(C), pages 186-195.
    25. Gursoy, Dogan & Chi, Oscar Hengxuan & Lu, Lu & Nunkoo, Robin, 2019. "Consumers acceptance of artificially intelligent (AI) device use in service delivery," International Journal of Information Management, Elsevier, vol. 49(C), pages 157-169.
    26. Bernd W. Wirtz & Jan C. Weyerer & Carolin Geyer, 2019. "Artificial Intelligence and the Public Sector—Applications and Challenges," International Journal of Public Administration, Taylor & Francis Journals, vol. 42(7), pages 596-615, May.
    27. Juquelier, Antoine & Poncin, Ingrid & Hazée, Simon, 2025. "Empathic chatbots: A double-edged sword in customer experiences," Journal of Business Research, Elsevier, vol. 188(C).
    28. 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.
    Full references (including those not matched with items on IDEAS)

    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. Yuping Liu-Thompkins & Shintaro Okazaki & Hairong Li, 2022. "Artificial empathy in marketing interactions: Bridging the human-AI gap in affective and social customer experience," Journal of the Academy of Marketing Science, Springer, vol. 50(6), pages 1198-1218, November.
    2. Juquelier, Antoine & Poncin, Ingrid & Hazée, Simon, 2025. "Empathic chatbots: A double-edged sword in customer experiences," Journal of Business Research, Elsevier, vol. 188(C).
    3. Cachero-Martínez, Silvia & Vázquez-Casielles, Rodolfo, 2021. "Building consumer loyalty through e-shopping experiences: The mediating role of emotions," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    4. 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.
    5. 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).
    6. Mari, Alex & Mandelli, Andreina & Algesheimer, René, 2024. "Empathic voice assistants: Enhancing consumer responses in voice commerce," Journal of Business Research, Elsevier, vol. 175(C).
    7. 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).
    8. Cuesta-Valiño, Pedro & Gutiérrez-Rodríguez, Pablo & Núnez-Barriopedro, Estela & García-Henche, Blanca, 2023. "Strategic orientation towards digitization to improve supermarket loyalty in an omnichannel context," Journal of Business Research, Elsevier, vol. 156(C).
    9. Molinillo, Sebastian & Aguilar-Illescas, Rocío & Anaya-Sánchez, Rafael & Carvajal-Trujillo, Elena, 2022. "The customer retail app experience: Implications for customer loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    10. Vatroslav Å kare, 2024. "Transforming Customer Experience through Artificial Intelligence: The Marketers’ Perspective," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 36(2), pages 153-167.
    11. Ruan, Yanya & Mezei, József, 2022. "When do AI chatbots lead to higher customer satisfaction than human frontline employees in online shopping assistance? Considering product attribute type," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
    12. Wang, Ping & Li, Kunyang & Du, Qinglong & Wang, Jianqiong, 2024. "Customer experience in AI-enabled products: Scale development and validation," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
    13. Rese, Alexandra & Witthohn, Lennart, 2025. "Recovering customer satisfaction after a chatbot service failure – The effect of gender," Journal of Retailing and Consumer Services, Elsevier, vol. 84(C).
    14. Guo, Yuanyuan & Xu, Linlin & Wang, Chaoyou, 2025. "Exploring the effect of empathic response and its boundaries in artificial intelligence service recovery," Journal of Retailing and Consumer Services, Elsevier, vol. 82(C).
    15. Söderlund, Magnus, 2023. "Service robot verbalization in service processes with moral implications and its impact on satisfaction," Technological Forecasting and Social Change, Elsevier, vol. 196(C).
    16. Rizomyliotis, Ioannis & Kastanakis, Minas N. & Giovanis, Apostolos & Konstantoulaki, Kleopatra & Kostopoulos, Ioannis, 2022. "“How mAy I help you today?” The use of AI chatbots in small family businesses and the moderating role of customer affective commitment," Journal of Business Research, Elsevier, vol. 153(C), pages 329-340.
    17. Chih, Wen-Hai & Wang, Kai-Yu & Banda, Hope Wilfred, 2025. "Chatbots at the frontline: Unveiling antecedents of customers’ willingness to accept chatbot intervention in service recovery," Journal of Retailing and Consumer Services, Elsevier, vol. 84(C).
    18. Kirk, Colleen P. & Givi, Julian, 2025. "The AI-authorship effect: Understanding authenticity, moral disgust, and consumer responses to AI-generated marketing communications," Journal of Business Research, Elsevier, vol. 186(C).
    19. Butt, Asad Hassan & Ahmad, Hassan, 2026. "AI-driven unmanned convenience stores: Transforming retail with innovation and experiential quality," Technology in Society, Elsevier, vol. 84(C).
    20. Haofen Xie & Yuankun Nie & Li Liu & Yang Chen, 2025. "Machine learning-based research of AI marketing: topic analysis and model construction," Future Business Journal, Springer, vol. 11(1), pages 1-23, December.

    More about this item

    Keywords

    ;
    ;
    ;
    ;

    Statistics

    Access and download statistics

    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:jbrese:v:206:y:2026:i:c:s0148296326000032. 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: http://www.elsevier.com/locate/jbusres .

    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.