Emotion and service quality of anthropomorphic robots

Chiang, Ai-Hsuan; Trimi, Silvana; Lo, Yu-Ju

doi:10.1016/j.techfore.2022.121550

Cited by 58 publications

(21 citation statements)

References 55 publications

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“…Therefore, when highly anthropomorphic robot occurs service failures, consumers tend to think that robot have the ability to complete service recovery alone, thus enhancing consumers' perception of controllability of service failures. In addition, consumers perceive highly anthropomorphic robots as human beings, which will improve the perception of robot communication ability (Chiang et al, 2022), and believe that robot employees will continue to solve different types of problems for consumers, thereby weakening consumers' perception of stability in service failures. Existing research has shown that the higher the level of robot anthropomorphism, the higher the ability to deal with consumer problems, and the less likely to occur service failures (Yuan and Dennis, 2019).…”

Section: Moderating Role Of Anthropomorphism Levelmentioning

confidence: 99%

I can feel AI failure: the impact of service failure type and failure assessment on customer recovery expectation

Song,

Xing,

Duan

et al. 2023

IMDS

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PurposeBased on appraisal theory and social response theory, this study aims to explore the mechanism of AI failure types on consumer recovery expectation from the perspective of service failure assessment and validate the moderate role of anthropomorphism level.Design/methodology/approachThree scenario-based experiments were conducted to validate the research model. First, to test the effect of robot service failure types on customer recovery expectation; second, to further test the mediating role of perceived controllability, perceived stability and perceived severity; finally, to verify the moderating effect of anthropomorphic level.FindingsNon-functional failures reduce consumer recovery expectation compared to functional failures; perceived controllability and perceived severity play a mediating role in the impact of service failure types on recovery expectation; the influence of service failure types on perceived controllability and perceived severity is moderated by the anthropomorphism level.Originality/valueThe findings enrich the influence mechanism and boundary conditions of service failure types, and have implications for online enterprise follow-up service recovery and improvement of anthropomorphic design.

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Section: Moderating Role Of Anthropomorphism Levelmentioning

confidence: 99%

I can feel AI failure: the impact of service failure type and failure assessment on customer recovery expectation

Song,

Xing,

Duan

et al. 2023

IMDS

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“…On the other hand, this study posits that human staff and nonhumanoid robot service providers weaken the inverted U-shaped effect of anticipated trust on tolerance. First, human staff differ from humanoid robots in that although the latter have some anthropomorphic characteristics, consumers prefer the former because they perceive their identity to be threatened by humanoid robots (Chiang et al, 2022). When consumers interact with human Anticipated trust and tolerance service employees, their tolerance for service failure increases as the closeness of their relationship with the service provider increases (Yagil and Luria, 2016).…”

Section: The Moderating Role Of Type Of Service Providersmentioning

confidence: 99%

When frontline robots emerge: the double-edged-sword effect of anticipated trust on intention to switch brands after service failure

Cui,

Zhang,

Zhong

2023

JSTP

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PurposeThis research aims to investigate the influence of consumers' anticipated trust in service providers on brand switching intention and its underlying psychological mechanism. More importantly, this study explores the moderating role of type of service providers (human staff/humanoid robots/nonhumanoid robots).Design/methodology/approachThis study adopted two single-factor between-subjects experimental designs and tested the hypotheses in two typical service failure scenarios: Study 1, a hotel scenario (N = 403); and Study 2, a restaurant scenario (N = 323).FindingsThe results suggest that there is an inverted U-shaped relationship between consumers' anticipated trust and tolerance of service failure and that such tolerance has a mediating effect on the relationship between anticipated trust and brand switching intention. Moreover, when service failure is caused by a humanoid service robot, a moderate anticipated trust level of consumers is most conducive to increasing tolerance, which in turn reduces their propensity to switch brands.Originality/valueThis study examines the nature of the relationship between anticipated trust and tolerance in a service failure context, revealing an inverted U-shaped relationship. More importantly, the boundary conditions under which different service provides have an influence on this relationship are incorporated. Finally, this study explores the influence of service failure tolerance on brand switching intentions in a technological context, enriching consumer–brand relationship research.

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“…Existing research has primarily focused on online privacy concerns in the context of mobile applications (Zhang and Xu, 2016), online advertising (Barnard, 2014;de Cosmo et al, 2021) and electronic transactions (Belanche Garcia et al, 2020). Among the few studies that have examined privacy concerns in chatbot contexts, most addressed this issue without investigating its antecedents (Araujo, 2018;Przegalinska et al, 2019;Ivanov and Webster, 2020), while other studies focused on the anthropomorphic/humanoid dimensions of the chatbot (Ischen et al, 2020;Ng et al, 2020;Chiang et al, 2022) as an antecedent.…”

Section: Customer Service Encounter 1159mentioning

confidence: 99%

Drivers of privacy concerns when interacting with a chatbot in a customer service encounter

Bouhia

Rajaobelina

Tep

et al. 2022

IJBM

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PurposeThis study aims to examine the antecedents of privacy concerns in the era of artificial intelligence. Specifically, it focuses on the impact of various factors related to interactions with a chatbot (creepiness and perceived risk) and individual traits (familiarity with chatbots and need for privacy) in relation to privacy when interacting with a chatbot in the context of financial services. The moderating effect of gender on these relationships was also examined.Design/methodology/approachA total of 430 Canadians responded to an online questionnaire after interacting with a chatbot in the context of a simulated auto insurance quote. A structural equation model was used to test the hypotheses.FindingsThe results showed that privacy concerns are influenced primarily by creepiness, followed by perceived risk and the need for privacy. The last two relationships are moderated by gender. Conversely, familiarity with chatbots does not affect privacy concerns in this context.Originality/valueThis study is the first to consider the influence of creepiness as an antecedent of privacy concerns arising from interactions with AI tools and highlight its key impacts. It also shows how gender moderates specific relationships in this context.

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Emotion and service quality of anthropomorphic robots

Cited by 58 publications

References 55 publications

I can feel AI failure: the impact of service failure type and failure assessment on customer recovery expectation

I can feel AI failure: the impact of service failure type and failure assessment on customer recovery expectation

When frontline robots emerge: the double-edged-sword effect of anticipated trust on intention to switch brands after service failure

Drivers of privacy concerns when interacting with a chatbot in a customer service encounter

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