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.
Journal of Services Marketing,
Год журнала:
2025,
Номер
unknown
Опубликована: Март 7, 2025
Purpose
Chatbots
are
increasingly
deployed
in
services
and
marketing
applications,
although
they
often
met
with
scepticism.
To
explore
how
such
scepticism
can
be
reduced,
this
study
aims
to
examine
materialism
social
judgment
influence
human–chatbot
interactions.
Design/methodology/approach
The
authors
conduct
one
pre-test,
two
laboratory
experiments
simulated
conducted
the
field,
test
premises.
Findings
studies
show
that
when
material
pursuit
is
guided
by
positive
(negative)
values,
subjects
prefer
a
chatbot
perceived
warm
(competent)
versus
competent
(warm).
This,
turn,
leads
favourable
purchase
decisions
for
homophily
mediating
effect.
Research
limitations/implications
work
addresses
call
more
research
on
human–robot
interactions
improved
applied
context.
While
findings
novel,
not
without
limitations
which
turn
lay
path
future
research.
Practical
implications
have
driving
strategic
value
out
of
service
managers
improve
interface
design
Originality/value
propositions
demonstrate
novel
framing
suggesting
(vs
negative)
values
underpinning
lead
preference
competent)
chatbots,
further
guide
decision-making.
Abant Sosyal Bilimler Dergisi,
Год журнала:
2025,
Номер
25(1), С. 365 - 389
Опубликована: Март 24, 2025
The
use
of
artificial
intelligence
(AI)
in
the
retail
sector
is
steadily
increasing.
This
study
aims
to
reveal
usage
AI
retailing
over
years.
For
thisKoh
purpose,
137
studies
published
Journal
Retailing
and
Consumer
Services
were
analyzed
according
SPAR-4-SLR
protocol.
reviewed
across
four
domains:
publication
year,
consumer
approach,
technology
applied,
theoretical
framework.
Findings
indicate
that
most
2024,
primarily
focusing
on
purchasing
behavior,
extensive
chatbots,
frequent
application
Technology
Acceptance
Model
(TAM)
grounding.
research
distinguishes
itself
by
examining
retailer-consumer
behavior
relationship,
mainly
contributing
current
knowledge
this
area.
Keywords:
AI,
ıntelligence,
retailing,
behaviour
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.
