ChatGPT and consumers: Benefits, Pitfalls and Future Research Agenda

International Journal of Consumer Studies, Journal Year: 2023, Volume and Issue: 47(4), P. 1213 - 1225

Published: March 25, 2023

Abstract The need of the hour is to encourage research on topics with newness and novelty. In this context, article discusses multidimensional benefits potential pitfalls using artificial intelligence‐based Chat Generative Pre‐trained Transformer (ChatGPT), provides numerous ideas for future in consumer studies marketing context ChatGPT. ChatGPT algorithm‐generated conversational responses text‐based prompts. Since its launch late 2022, has generated significant debate surrounding hallmarks, pitfalls. On one hand, can offer enhanced engagement, improved customer service, personalization shopping, social interaction communication practice, cost‐effectiveness, insights into behaviour campaigns. other include concerns about well‐being, bias, misinformation, lack privacy concerns, ethical considerations security. concludes by outlining a agenda area studies. Overall, valuable challenges associated ChatGPT, shedding light applications further research.

Language: Английский

---

Use of ChatGPT in academia: Academic integrity hangs in the balance

Technology in Society, Journal Year: 2023, Volume and Issue: 75, P. 102370 - 102370

Published: Sept. 11, 2023

In today's academic world, some academicians, researchers and students have begun employing Artificial Intelligence (AI) language models, e.g., ChatGPT, in completing a variety of tasks, including generating ideas, summarising literature, essay writing. However, the use ChatGPT settings is controversial issue, leading to severe concern about integrity AI-assisted cheating, while scholarly communities still lack clear principles on using such innovation academia. Accordingly, this study aims understand motivations driving academics their work, specifically role making up adoption behavior. Based 702 responses retrieved from users ResearchGate Academia.edu, we found that usage positively shaped by time-saving feature, e-word mouth, self-efficacy, self-esteem, perceived stress. contrast, peer influence had negative effect usage. Intriguingly, integrity-moderated interactions time-saving, self-esteem stress are be significantly positive. Therefore, suggest stakeholders, institutions, publishers AI models' programmers, should work together specify necessary guidelines for ethical chatbots research.

Language: Английский

---

I, chatbot! the impact of anthropomorphism and gaze direction on willingness to disclose personal information and behavioral intentions

Psychology and Marketing, Journal Year: 2023, Volume and Issue: 40(7), P. 1372 - 1387

Published: March 24, 2023

Abstract The present research focuses on the interplay between two common features of customer service chatbot experience: gaze direction and anthropomorphism. Although dominant approach in marketing theory practice is to make chatbots as human‐like possible, current study, built humanness‐value‐loyalty model, addresses chain effects through which chatbots' nonverbal behaviors affect customers' willingness disclose personal information purchase intentions. By means experiments that adopt a real simulated shopping environment (i.e., car rental travel insurance), work allows us understand how reduce individuals' tendency see conversational agents less knowledgeable empathetic compared with humans. results show warmth perceptions are affected by direction, whereas competence Warmth found be key drivers consumers’ skepticism toward chatbot, which, turn, affects trust provider hosting ultimately leading consumers more willing their repatronize e‐tailer future. Building Theory Mind, our perceiving from makes individuals skeptical long they feel good at detecting others’ ultimate

Language: Английский

---

Consumer–machine relationships in the age of artificial intelligence: Systematic literature review and research directions

Psychology and Marketing, Journal Year: 2023, Volume and Issue: 40(8), P. 1593 - 1614

Published: June 2, 2023

Abstract Recent advancements in artificial intelligence (AI) and the emergence of AI‐based social applications market have propelled research on possibility consumers developing relationships with AI. Motivated by diversity approaches inconsistent findings this emerging stream, systematic literature review analyzes 37 peer‐reviewed empirical studies focusing human–AI published between 2018 2023. We identify three major theoretical domains (social psychology, communication media studies, human–machine interactions) as foundations for conceptual development, detail theories used reviewed papers. Given radically new nature AI innovation, we recommend a novel approach that would synergistically utilize cross‐disciplinary literature. Analysis methodology indicates quantitative dominate while qualitative, longitudinal, mixed‐method are infrequently. Examination models variables suggests need to reconceptualize factors processes relationship, such agency, autonomy, authenticity, reciprocity, empathy, better correspond context. Based our analysis, propose an integrative framework offer directions future incorporate develop comprehensive theory human ‐ relationships, explore nomological networks its key constructs, implement methodological variety triangulation.

Language: Английский

---

Acceptance of service robots: a meta-analysis in the hospitality and tourism industry

Journal of Hospitality Marketing & Management, Journal Year: 2023, Volume and Issue: 32(6), P. 694 - 716

Published: April 18, 2023

Robot services have become an essential competitive differentiator in the hospitality and tourism industry. Seminal studies indicate need for more profound knowledge about factors that can increase acceptance of service robots. This paper investigates relationship between informational cues robots through a meta-analysis. Our study also analyzes contextual characteristics moderators. The results showed perceived robot trust influences (anthropomorphism social influence) By analyzing previous studies, our framework demonstrates has increased after COVID pandemic than before pandemic. Furthermore, attitude toward usage intention tends to be greater humanoid (than robots) analytical intelligence mechanical intelligence).

Language: Английский

---

Engaging consumers through artificially intelligent technologies: Systematic review, conceptual model, and further research

Psychology and Marketing, Journal Year: 2024, Volume and Issue: 41(4), P. 880 - 898

Published: Jan. 4, 2024

Abstract While consumer engagement (CE) in the context of artificially intelligent (AI‐based) technologies (e.g., chatbots, smart products, voice assistants, or autonomous cars) is gaining traction, themes characterizing this emerging, interdisciplinary corpus work remain indeterminate, exposing an important literature‐based gap. Addressing gap, we conduct a systematic review 89 studies using Preferred Reporting Items for Systematic reviews and Meta‐Analyses (PRISMA) approach to synthesize AI‐based CE literature. Our yields three major CE, including (i) Increasingly accurate service provision through ; (ii) Capacity (co)create consumer‐perceived value , (iii) CE's reduced effort their task execution . We also develop conceptual model that proposes antecedents personal, technological, interactional, social, situational factors, consequences consumer‐based, firm‐based, human‐AI collaboration outcomes. conclude by offering pertinent implications theory development future research questions derived from proposed CE) practice reducing costs brand/firm interactions).

Language: Английский

---

Role of trust in customer attitude and behaviour formation towards social service robots

International Journal of Hospitality Management, Journal Year: 2023, Volume and Issue: 114, P. 103587 - 103587

Published: Aug. 26, 2023

Language: Английский

---

The dark side of artificial intelligence in services

Service Industries Journal, Journal Year: 2024, Volume and Issue: 44(3-4), P. 149 - 172

Published: Jan. 30, 2024

Artificial intelligence (AI) initiatives, including Generative AI, are being increasingly implemented in service industries, and having a great impact on operations customers' reactions behaviors. Previous literature is overoptimistic about AI implementation, there still need to explore the dark side of this technology; that is, its potential negative impacts consumers, businesses, society, as well moral concerns associated with use services. To establish some fundamental insights related research domain, paper contributes previous based-services by proposing three-part conceptual model inspired Belanche et al. (2020a), comprised design, customers, encounter. Specifically, we identify key factors gaps within each category be addressed. The final questions provide agenda guide scholars help practitioners implement AI-based services while avoiding their outcomes.

Language: Английский

---

Artificial intelligence and consumer behavior: From predictive to generative AI

Journal of Business Research, Journal Year: 2024, Volume and Issue: 180, P. 114720 - 114720

Published: May 23, 2024

Language: Английский

---

A meta-analytic integration of the theory of planned behavior and the value-belief-norm model to predict green consumption

European Journal of Marketing, Journal Year: 2024, Volume and Issue: 58(4), P. 1141 - 1174

Published: March 19, 2024

Purpose This study aims to integrate the theory of planned behavior (TPB) and value-belief-norm (VBN) into a meta-analytic framework synthesize green consumption literature. Design/methodology/approach By integrating findings from 173 studies, meta-analysis was performed adopting several analytical methods: bivariate analysis, moderation analysis path analysis. Findings VBN- TPB-based psychological factors (adverse consequences, ascribed responsibility, personal norms, subjective attitude perceived behavioral control) mediate effects altruistic, biospheric egoistic values on purchase intention. Further, inconsistencies in proposed relationships are due cultural (i.e. individualism-collectivism, power distance, uncertainty avoidance, masculinity–femininity, short- vs long-term orientation indulgence-restraint) countries’ human development status. Research limitations/implications The authors selected papers published English; hence, other relevant this domain languages might have been missed. Practical implications useful marketers offerings designing strategies, i.e. specific messages, targeting different customers based score index, harvest positive customer responses. Originality/value is pioneering attempt TPB- VBN-based quantitative literature consumer resolve reported inconsistent findings.

Language: Английский

---