Chatbots have become common in digital customer service contexts across many industries. While many companies choose to humanize their customer service chatbots (e.g., giving them names and avatars), little is known about how anthropomorphism influences customer responses to chatbots in service settings. Across five studies, including an analysis of a large real-world dataset from an international telecommunications company and four experiments, the authors find that when customers enter a chatbot-led service interaction in an angry emotional state, chatbot anthropomorphism has a negative effect on customer satisfaction, overall firm evaluation, and subsequent purchase intentions. However, this is not the case for customers in non-angry emotional states. The authors uncover the underlying mechanism driving this negative effect (expectancy violations caused by inflated pre-encounter expectations of chatbot efficacy) and offer practical implications for managers. These findings suggest it is important to both carefully design chatbots and consider the emotional context in which they are used, particularly in customer service interactions that involve resolving problems or handling complaints.

Hedonic escalation is the increased liking of each additional bite of a palatable food. Hedonic escalation is more likely to occur when (1) a palatable food consists of a complex combination of flavors, and (2) a person is motivated to taste additional flavors on each successive bite. Consequently, hedonic escalation is more prevalent when people can identify more flavors (pilot study), attend to additional flavors on each taste trial (study 1), have an opportunity to identify an additional flavor on each taste trial (study 2), and isolate distinct flavors on each taste trial (study 3). Changes in hedonic escalation can be attributed to increased sensitization to flavors as opposed to changes in the rate of habituation (study 4). Hedonic escalation can also increase consumption (study 5) and influence food choices (study 6). Collectively, these studies show that hedonic escalation is enabled by the opportunity to identify an additional source of hedonic experience on each successive taste of a food.

Product aesthetics can enhance consumer welfare in numerous ways. Aside from simply making products more pleasurable, product aesthetics can also influence the inferences that consumers make about functional attributes. In some instances, an attractive design can accurately provide information regarding utility. In other instances, however, an attractive design can be a misleading signal that prompts consumers to assume more utility than justified. Across five studies, the present research examines whether aesthetics can exert an unwarranted influence on the estimation of missing attribute information in favor of an aesthetically superior product. We show that aesthetics can bias consumers' inferences about functionality, sometimes overriding other more diagnostic information. Boundaries to this effect are also identified that may serve to correct the bias and preserve consumer welfare. F or nearly two decades, a growing body of research has addressed how product aesthetics can influence consumer response (Bloch 1995). At a general level, research has variously shown that attractive design can enhance product satisfaction and liking, impressions of prestige, luxury, and usability, as well as product and firm value (e.g., Hagtvedt and Patrick 2008; Townsend and Shu 2010). At the level of specific aesthetic dimensions, research has similarly found that positive affective and evaluative responses to an offering can be elicited by characteristics such as prototypicality, proportionality, color, symmetry, novelty, coolness, and cuteness (e.g.

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