Transforming the Customer Experience through New Technologies

Hoyer, Wayne D.; Kroschke, Mirja; Schmitt, Bernd H.; Kraume, Karsten; Shankar, Venkatesh

doi:10.1016/j.intmar.2020.04.001

Cited by 530 publications

(493 citation statements)

References 72 publications

(87 reference statements)

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“…These variables could also explain service robot usage in hedonic contexts, such as robots in waiting areas to entertain waiting customers. To further understanding, future research should consider differences in the perceptions of human-robot interaction at different stages of the customer journey and explore how encounters at different stages impact customer behavior (Hoyer et al 2020;Hollebeek et al 2019). When interactions with service robots are longer and more intensive, studies should explore how customers experience robots through their senses, how this impacts their perception of the robot as product vs. a living entity, and how it affects "robot quality" perceptions.…”

Section: Broaden the Scope Of Antecedents And Test Their Interactionsmentioning

confidence: 99%

Understanding anthropomorphism in service provision: a meta-analysis of physical robots, chatbots, and other AI

Blut

Wang

Wünderlich

et al. 2021

J. of the Acad. Mark. Sci.

453

377

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An increasing number of firms introduce service robots, such as physical robots and virtual chatbots, to provide services to customers. While some firms use robots that resemble human beings by looking and acting humanlike to increase customers’ use intention of this technology, others employ machinelike robots to avoid uncanny valley effects, assuming that very humanlike robots may induce feelings of eeriness. There is no consensus in the service literature regarding whether customers’ anthropomorphism of robots facilitates or constrains their use intention. The present meta-analysis synthesizes data from 11,053 individuals interacting with service robots reported in 108 independent samples. The study synthesizes previous research to clarify this issue and enhance understanding of the construct. We develop a comprehensive model to investigate relationships between anthropomorphism and its antecedents and consequences. Customer traits and predispositions (e.g., computer anxiety), sociodemographics (e.g., gender), and robot design features (e.g., physical, nonphysical) are identified as triggers of anthropomorphism. Robot characteristics (e.g., intelligence) and functional characteristics (e.g., usefulness) are identified as important mediators, although relational characteristics (e.g., rapport) receive less support as mediators. The findings clarify contextual circumstances in which anthropomorphism impacts customer intention to use a robot. The moderator analysis indicates that the impact depends on robot type (i.e., robot gender) and service type (i.e., possession-processing service, mental stimulus-processing service). Based on these findings, we develop a comprehensive agenda for future research on service robots in marketing.

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Section: Broaden the Scope Of Antecedents And Test Their Interactionsmentioning

confidence: 99%

Understanding anthropomorphism in service provision: a meta-analysis of physical robots, chatbots, and other AI

Blut

Wang

Wünderlich

et al. 2021

J. of the Acad. Mark. Sci.

453

377

View full text Add to dashboard Cite

show abstract

“…The journey with food, and in general any consumer experience, is increasingly transformed by technology (Hoyer et al, 2020). There are numerous sensory elements that can be carefully crafted by someone throughout the consumer journey, to create a given impression.…”

Section: Where Food Meets Multisensory Technologymentioning

confidence: 99%

Multisensory Experiences: A Primer

Velasco

Obrist

2021

Front. Comput. Sci.

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We present a primer on multisensory experiences, the different components of this concept, as well as a reflection of its implications for individuals and society. We define multisensory experiences, illustrate how to understand them, elaborate on the role of technology in such experiences, and present the three laws of multisensory experiences, which can guide discussion on their implications. Further, we introduce the case of multisensory experiences in the context of eating and human-food interaction to illustrate how its components operationalize. We expect that this article provides a first point of contact for those interested in multisensory experiences, as well as multisensory experiences in the context of human-food interaction.

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“…The correlation of consumers" commitment and experience towards loyalty has been explored separately in previous studies (Sharma & Lijuan, 2015;Vohra & Bhardwaj, 2019;Hoyer et al, 2020). Despite the research which discussed the importance of customer engagement in creating customer loyalty, other studies (Maklan & Klaus, 2011;Kim & Choi, 2013) have also stated that when customers have a good experience inside using B2C e-commerce, customers tend to be loyal.…”

Section: Introductionmentioning

confidence: 99%

The Impact of E-Service Quality On Customer Engagement, Customer Experience and Customer Loyalty in B2c E-Commerce

Sukendia¹

2021

TURCOMAT

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The purpose of this research is to examine the correlation of e-service quality, customers’ experience, customers’ engagement, and customers’ loyalty within B2C e-commerce. This paper describes a theoretical model for investigating the main dimension that influences on e-service context for loyalty: website design, fulfillment/reliability, customer service and security/privacy. Survey data were collected from 205 respondents who had made transactions through B2C e-commerce website in the last six months. The partial least squares technique was applied to test the research model. Based on the theoretical model, a comprehensive set of hypotheses were formulated and a methodology for testing them was outlined. These hypotheses were tested empirically to demonstrate the applicability of the theoretical model. The results indicate that customer experiences are influenced by e-service quality, customer engagement alongside with loyalties with B2C E-commerce. Meanwhile the other two factors, customer engagement and e-service quality were not influential to customer loyalty. This study offers a new understanding of customer loyalty in B2C e-commerce..

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Transforming the Customer Experience through New Technologies

Cited by 530 publications

References 72 publications

Understanding anthropomorphism in service provision: a meta-analysis of physical robots, chatbots, and other AI

Understanding anthropomorphism in service provision: a meta-analysis of physical robots, chatbots, and other AI

Multisensory Experiences: A Primer

The Impact of E-Service Quality On Customer Engagement, Customer Experience and Customer Loyalty in B2c E-Commerce

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