We review a growing body of research in consumer behavior that has examined when
consumers humanize brands by perceiving them as like, part of, or in a relationship with …

People form impressions about brands as they do about social groups. The Brands as
Intentional Agents Framework (BIAF) a decade ago derived from the Stereotype Content …

Many firms are beginning to replace customer service employees with bots, from humanoid
service robots to digital chatbots. Using real human–bot interactions in lab and field settings …

While the literature related to this topic has predominantly focused on investigating the
influence mechanism that social media influencers (SMIs) impose over their followers, less …

The present research demonstrates how consumer responses to negative and positive
offers are influenced by whether the administering marketing agent is an artificial …

Abstract Building upon the Stereotype Content Model (SCM), the current research provides
insights into how virtual influencers (VIs) influence consumer responses. More specifically, it …

Robots are the next wave in service technology; however, this advanced technology is not
perfect. This research examines how social perceptions regarding the warmth and …

The present research focuses on the interplay between two common features of the
customer service chatbot experience: gaze direction and anthropomorphism. Although the …

Despite the growing number of brands that rely on chatbots to address customer service
inquiries that once required human intervention, academics and practitioners are only …

As one of the most popular AI applications, chatbots are creating new ways and value for
businesses to interact with their customers, and their adoption and continued use will …