IDEAS home Printed from https://ideas.repec.org/a/vrs/jmbace/v30y2022i2p26-42n2.html
   My bibliography  Save this article

Risk Perception and Risk Behavior in Response to Service Robot Anthropomorphism in Banking

Author

Listed:
  • Aubel Martin

    (ISM University of Management and Economics, Arklių g. 18, Vilnius, 01305, Lithuania)

  • Pikturniene Indre
  • Joye Yannick

    (ISM University of Management and Economics, Arklių g. 18, Vilnius, 01305, Lithuania)

Abstract

Purpose: This article explores how anthropomorphized service robots shape consumer risk perceptions and risk behavior via uncanniness as a function of individual differences in banking.

Suggested Citation

  • 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.
    • Handle: RePEc:vrs:jmbace:v:30:y:2022:i:2:p:26-42:n:2
    DOI: 10.7206/cemj.2658-0845.74
    as

    Download full text from publisher

    File URL: https://doi.org/10.7206/cemj.2658-0845.74
    Download Restriction: no
    File URL: https://libkey.io/10.7206/cemj.2658-0845.74?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
    ---><---

    References listed on IDEAS

    as
    1. Sara Kim & Ann L. McGill, 2011. "Gaming with Mr. Slot or Gaming the Slot Machine? Power, Anthropomorphism, and Risk Perception," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 38(1), pages 94-107.
    2. Nicholas Epley, 2018. "A Mind like Mine: The Exceptionally Ordinary Underpinnings of Anthropomorphism," Journal of the Association for Consumer Research, University of Chicago Press, vol. 3(4), pages 591-598.
    3. Seo Young Kim & Bernd H. Schmitt & Nadia M. Thalmann, 2019. "Eliza in the uncanny valley: anthropomorphizing consumer robots increases their perceived warmth but decreases liking," Marketing Letters, Springer, vol. 30(1), pages 1-12, March.
    4. Markus Blut & Cheng Wang & Nancy V. Wünderlich & Christian Brock, 2021. "Understanding anthropomorphism in service provision: a meta-analysis of physical robots, chatbots, and other AI," Journal of the Academy of Marketing Science, Springer, vol. 49(4), pages 632-658, July.
    5. 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.
    6. Pankaj Aggarwal & Ann L. McGill, 2007. "Is That Car Smiling at Me? Schema Congruity as a Basis for Evaluating Anthropomorphized Products," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 34(4), pages 468-479, June.
    7. 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.
    8. Ali Siddiq Alhakami & Paul Slovic, 1994. "A Psychological Study of the Inverse Relationship Between Perceived Risk and Perceived Benefit," Risk Analysis, John Wiley & Sons, vol. 14(6), pages 1085-1096, December.
    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. 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.
    2. 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).
    3. 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.
    4. 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).
    5. van Esch, Patrick & Arli, Denni & Gheshlaghi, Mahnaz Haji & Andonopoulos, Vicki & von der Heidt, Tania & Northey, Gavin, 2019. "Anthropomorphism and augmented reality in the retail environment," Journal of Retailing and Consumer Services, Elsevier, vol. 49(C), pages 35-42.
    6. 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).
    7. Lee, Seonjeong (Ally) & Oh, Haemoon, 2021. "Anthropomorphism and its implications for advertising hotel brands," Journal of Business Research, Elsevier, vol. 129(C), pages 455-464.
    8. 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.
    9. 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.
    10. 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.
    11. 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.
    12. 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.
    13. Sebastian Molinillo & Francisco Rejón-Guardia & Rafael Anaya-Sánchez, 2023. "Exploring the antecedents of customers’ willingness to use service robots in restaurants," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 167-193, March.
    14. Malgorzata Karpinska-Krakowiak & Lukasz Skowron & Lachezar Ivanov, 2020. "“I Will Start Saving Natural Resources, Only When You Show Me the Planet as a Person in Danger”: The Effects of Message Framing and Anthropomorphism on Pro-Environmental Behaviors that are Viewed as E," Sustainability, MDPI, vol. 12(14), pages 1-14, July.
    15. Jacob C. Lee & Sara Kim & Phyllis Xue Wang, 2022. "Anthropomorphizing makes material goods as happiness-inducing as experiences," Marketing Letters, Springer, vol. 33(1), pages 61-73, March.
    16. 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.
    17. Han, Jie & Wang, Desheng & Yang, Zhihao, 2023. "Acting like an interpersonal relationship: Cobrand anthropomorphism increases product evaluation and purchase intention," Journal of Business Research, Elsevier, vol. 167(C).
    18. Han, Nah Ray & Baek, Tae Hyun & Yoon, Sukki & Kim, Yeonshin, 2019. "Is that coffee mug smiling at me? How anthropomorphism impacts the effectiveness of desirability vs. feasibility appeals in sustainability advertising," Journal of Retailing and Consumer Services, Elsevier, vol. 51(C), pages 352-361.
    19. Soderlund, Magnus & Oikarinen, Eeva-Liisa & Tan, Teck Ming, 2021. "The happy virtual agent and its impact on the human customer in the service encounter," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
    20. Noor Hasmini Binti Abd Ghani & Mohammad Kashedul Wahab Tuhin, 2016. "Consumer Brand Relationships," International Review of Management and Marketing, Econjournals, vol. 6(4), pages 950-957.

    More about this item

    Keywords

    anthropomorphism; risk perception; risk behavior; service robots; uncanny valley;
    All these keywords.

    JEL classification:

    • M30 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - General
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

    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:vrs:jmbace:v:30:y:2022:i:2:p:26-42:n:2. 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: Peter Golla (email available below). General contact details of provider: https://www.sciendo.com .

    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.