Asia Pacific Journal of Marketing and Logistics,
Год журнала:
2025,
Номер
unknown
Опубликована: Март 28, 2025
Purpose
The
objective
of
this
study
is
to
explore
the
impact
AI
voice
assistants’
anthropomorphic
apology
styles
on
consumer
recovery
satisfaction.
Design/methodology/approach
adopts
three
scenario-based
experiments
examine
effects
Experiment
1
involved
108
university
students,
while
Experiments
2
and
3
collected
data
from
222
288
assistant
users,
respectively,
recruited
via
an
online
survey
platform
(sojump.com).
SPSS
was
used
for
analysis.
Findings
results
confirmed
that
cute
result
in
higher
satisfaction
than
literal
ones.
Both
improve
by
enhancing
perceived
competence
warmth;
however,
warmth
plays
a
more
critical
role,
particularly
case
apologies.
Moreover,
positive
impacts
are
stronger
cases
lower
severe
service
failures,
confirming
moderating
role
failure
severity.
However,
moderation
relationship
between
style
not
significant.
Practical
implications
This
provides
important
managerial
guidelines
design
service.
Originality/value
extends
application
social
cognitive
theory
domain
fills
gap
literature
examining
how
different
assistants
effect
severity
failure,
thus
addressing
significant
literature.
Tourism Recreation Research,
Год журнала:
2024,
Номер
unknown, С. 1 - 11
Опубликована: Янв. 5, 2024
Generative
artificial
intelligence
(AI)
and
smart/e-tourism
provide
imperative
opportunities
to
service
industries;
however,
the
implementation
of
ChatGPT
in
tourism
hospitality
industry
is
limited,
which
extends
different
considerations/challenges
that
need
vigilant
reflection.
Based
on
this
significance
research
gap,
we
thus
develop
a
theoretical
framework
suggests
sets
key
propositions
AI
technology-powered
ChatGPT.
A
widespread
literature
review
practices
were
conducted
investigate
conceptual
advancements/developments
generative
AI-powered
technologies
including
ChatGPT,
chatbot
marketing,
tourism,
information
management.
The
proposed
develops
customer's
interaction-based
conditions
experience,
engagement/trust,
attachment,
satisfaction/service
quality,
attitude
change
operational
efficiency,
consequently
affect
their
strategic
outcomes
behaviours,
subjective/psychological
well-being,
happiness
performance.
Thus,
note
theoretical/practical
implications
an
extensive
future-research
roadmap
also
recommends
transformative
opportunities,
challenges
benefits
marketing
Conversational
Agents
(CAs)
have
increasingly
been
integrated
into
everyday
life,
sparking
significant
discussions
on
social
media.
While
previous
research
has
examined
public
perceptions
of
AI
in
general,
there
is
a
notable
lack
focused
CAs,
with
fewer
investigations
cultural
variations
CA
perceptions.
To
address
this
gap,
study
used
computational
methods
to
analyze
about
one
million
media
surrounding
CAs
and
compared
people's
discourses
the
US
China.
We
find
Chinese
participants
tended
view
hedonically,
perceived
voice-based
physically
embodied
as
warmer
more
competent,
generally
expressed
positive
emotions.
In
contrat,
saw
functionally,
an
ambivalent
attitude.
Warm
perception
was
key
driver
emotions
toward
both
countries.
discussed
practical
implications
for
designing
contextually
sensitive
user-centric
resonate
various
users'
preferences
needs.
Journal of Research in Interactive Marketing,
Год журнала:
2025,
Номер
unknown
Опубликована: Янв. 27, 2025
Purpose
This
study
investigated
consumer
perceptions
of
AI
chatbots
focusing
on
sentiment
analysis
across
Twitter
(X)
and
Reddit
during
ChatGPT3
through
ChatGPT4
launches.
It
identifies
user
sentiments:
positive,
negative,
or
neutral
explores
their
impact
chatbot
deployment
in
interactive
marketing.
The
goal
was
to
understand
engagement
dynamics
provide
insights
for
enhancing
marketing
strategies
interactions
with
chatbots.
Design/methodology/approach
Using
analysis,
this
research
examined
the
nature
scope
discussions
surrounding
methodological
approach
allowed
a
nuanced
understanding
predominant
neutral,
expressed
by
users
providing
into
interaction
patterns.
Findings
findings
reveal
diverse
range
sentiments
toward
ChatGPT
3,
reflecting
varying
degrees
acceptance
skepticism.
These
varied
are
crucial
organizations
shaping
strategies,
particularly
how
they
deploy
brand
interaction.
Practical
implications
Trust
positive
ChatGPT,
platforms
like
Reddit,
suggest
it
is
becoming
part
everyday
life.
However,
concerns
about
its
human
jobs
lack
emotional
intelligence
persist.
Users
still
weigh
benefits
drawbacks
negative
these
worries.
For
marketers,
presents
an
opportunity
differentiate
customer-facing
roles.
Addressing
risks
ethical
AI,
marketers
can
better
engage
consumers
refine
future
deployments,
ensuring
enhances
rather
than
detracts
from
customer
experience.
Originality/value
paper
makes
unique
contribution
existing
literature
demonstrating
perceptions,
mere
acceptance,
directly
influence
strategic
use
By
offers
deeper
social
media
that
campaigns
enhance
emerging
technologies
digital
landscape.
International Journal of Contemporary Hospitality Management,
Год журнала:
2024,
Номер
36(12), С. 4074 - 4091
Опубликована: Апрель 22, 2024
Purpose
This
study
aims
to
examine
the
interaction
effects
of
chatbots’
language
style
and
customers’
decision-making
journey
stage
on
customer’s
service
encounter
satisfaction
mediating
role
customer
perception
emotional
support
informational
using
construal
level
theory
social
as
conceptual
frameworks.
Design/methodology/approach
used
a
scenario-based
experiment
with
2
(chatbot’s
style:
abstract
vs
concrete
language)
×
(decision-making
stage:
transactional
stage)
between-subjects
design.
Findings
show
that
during
stage,
chatbots
use
exert
strong
influence
through
support.
During
impact
Practical
implications
provide
some
suggestions
for
improving
customer–chatbot
quality
online
encounters.
Originality/value
offers
novel
perspective
experience
by
investigating
chatbot’s
styles
at
different
stages.
