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Understanding and Improving Consumer Reactions to Service Bots

Citations

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Cited by:

  1. Steins, Mark & Becker, Marc & Odekerken-Schröder, Gaby & Mathmann, Frank & Mahr, Dominik & Russell-Bennett, Rebekah, 2024. "Do we think and feel Alike? field evidence on developing a shared reality when dealing with service robots," Journal of Business Research, Elsevier, vol. 180(C).
  2. Xinyu Li & Keongtae Kim, 2025. "Impacts of generative AI on user contributions: evidence from a coding Q &A platform," Marketing Letters, Springer, vol. 36(3), pages 577-591, September.
  3. Hermann, Erik & Puntoni, Stefano, 2024. "Artificial intelligence and consumer behavior: From predictive to generative AI," Journal of Business Research, Elsevier, vol. 180(C).
  4. Juquelier, Antoine & Poncin, Ingrid & Hazée, Simon, 2025. "Empathic chatbots: A double-edged sword in customer experiences," Journal of Business Research, Elsevier, vol. 188(C).
  5. Nishant Kumar & Pratibha Garg & Neha Gupta & Kamal Upreti, 2026. "Examining humanized bot interaction for the retail revenue growth," Journal of Revenue and Pricing Management, Palgrave Macmillan, vol. 25(1), pages 25-40, February.
  6. Ding, Zhenbin & Zhang, Yali & Sun, Jun & Goh, Mark & Yang, Zhaojun, 2025. "To reveal or conceal: AI identity disclosure strategies for merchants," International Journal of Production Economics, Elsevier, vol. 283(C).
  7. Sohn, Stefanie & Labrecque, Lauren & Siemon, Dominik & Morana, Stefan, 2025. "Artificial intelligence versus human service agents: How their presence shapes consumer information privacy concerns," Journal of Retailing, Elsevier, vol. 101(2), pages 263-278.
  8. Yaou Hu & Hyounae Kelly Min, 2025. "Enhancing customer perceived control and trust through data privacy choices in interactions with service robots," Information Technology & Tourism, Springer, vol. 27(4), pages 1111-1130, December.
  9. Evgeny Kagan & Brett Hathaway & Maqbool Dada, 2025. "Deploying Chatbots in Customer Service: Adoption Hurdles and Simple Remedies," Papers 2504.06145, arXiv.org.
  10. Celiktutan, Begum & Klesse, Anne-Kathrin & Tuk, Mirjam A., 2024. "Acceptability lies in the eye of the beholder: Self-other biases in GenAI collaborations," International Journal of Research in Marketing, Elsevier, vol. 41(3), pages 496-512.
  11. Shuang Ma & Lin Ge & He (Michael) Jia & Yonggui Wang, 2025. "Understanding and Mitigating the Robot Disadvantage in Luxury Services: The Role of Desire for Superiority," Information Systems Research, INFORMS, vol. 36(4), pages 2134-2150, December.
  12. David Schindler & Tobias Maiberger & Nicole Koschate-Fischer & Wayne D. Hoyer, 2024. "How speaking versus writing to conversational agents shapes consumers’ choice and choice satisfaction," Journal of the Academy of Marketing Science, Springer, vol. 52(3), pages 634-652, May.
  13. Deng, Changdian & Chang, Yaping & Xia, Yujia, 2026. "The ethics of automation: How the degree of robot adoption shapes unethical consumer behavior," Journal of Retailing and Consumer Services, Elsevier, vol. 89(PA).
  14. Kirshner, Samuel N., 2024. "GPT and CLT: The impact of ChatGPT's level of abstraction on consumer recommendations," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
  15. Vomberg, Arnd & Schauerte, Nico & Krakowski, Sebastian & Ingram Bogusz, Claire & Gijsenberg, Maarten J. & Bleier, Alexander, 2023. "The cold-start problem in nascent AI strategy: Kickstarting data network effects," Journal of Business Research, Elsevier, vol. 168(C).
  16. Chang, Yaping & Wang, Han & Guo, Zhenjiang, 2025. "Artificial intelligence in live streaming: How can virtual streamers bring more sales?," Journal of Retailing and Consumer Services, Elsevier, vol. 84(C).
  17. Folse, Judith Anne Garretson & Bock, Dora E. & Mangus, Stephanie M. & Lindsey Hall, Kristina K., 2025. "Online chat encounters: Satisfying customers through dialogical interaction," Journal of Business Research, Elsevier, vol. 190(C).
  18. Zheng, Chundong & Zhang, Lan & Bian, Xuemei, 2024. "A showdown in the kitchen: Exploring consumers’ preferences for robot-made versus human-made foods at different stages of dietary restraint," Journal of Retailing and Consumer Services, Elsevier, vol. 81(C).
  19. Ulrich Gnewuch & Stefan Morana & Oliver Hinz & Ralf Kellner & Alexander Maedche, 2024. "More Than a Bot? The Impact of Disclosing Human Involvement on Customer Interactions with Hybrid Service Agents," Information Systems Research, INFORMS, vol. 35(3), pages 936-955, September.
  20. Mahr, Dominik & Odekerken-Schröder, Gaby & Doorn, Jenny van, 2025. "Evolution of service robots in marketing: A relational framework and future research agenda," Journal of Business Research, Elsevier, vol. 192(C).
  21. Paola Cillo & Gaia Rubera, 2025. "Generative AI in innovation and marketing processes: A roadmap of research opportunities," Journal of the Academy of Marketing Science, Springer, vol. 53(3), pages 684-701, May.
  22. Zehnle, Meike & Hildebrand, Christian & Valenzuela, Ana, 2025. "Not all AI is created equal: A meta-analysis revealing drivers of AI resistance across markets, methods, and time," International Journal of Research in Marketing, Elsevier, vol. 42(3), pages 729-751.
  23. Liu, Dewen & Wang, Haoding & Zhu, Youping, 2025. "You plan to manipulate me: A persuasion knowledge perspective for understanding the effects of AI-assisted selling," Journal of Business Research, Elsevier, vol. 200(C).
  24. Heirati, Nima & Pitardi, Valentina & Wirtz, Jochen & Jayawardhena, Chanaka & Kunz, Werner & Paluch, Stefanie, 2025. "Unintended consequences of service robots – Recent progress and future research directions," Journal of Business Research, Elsevier, vol. 194(C).
  25. Isabella, Giuliana & Severo de Almeida, Marcos Inácio & Duran, Fábio Melo & Gabler, Colin, 2025. "From static to conversational: The role of landing pages and chatbots in B2B lead generation," Journal of Business Research, Elsevier, vol. 201(C).
  26. Ilana Shanks & Maura L. Scott & Martin Mende & Jenny Doorn & Dhruv Grewal, 2025. "Cobotic service teams and power dynamics: Understanding and mitigating unintended consequences of human-robot collaboration in healthcare services," Journal of the Academy of Marketing Science, Springer, vol. 53(2), pages 463-489, March.
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