Artificial intelligence (AI) service failures are inevitable in hospitality companies; thus, how AI
service recovery retains customers is an issue that cannot be ignored. This article focuses …

Purpose This study explores how perceived interactivity effects in Livecommerce influences
consumers' shop** intentions in live stream commerce. The authors specifically examine …

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

Purpose Service robots can offer benefits to consumers (eg convenience, flexibility,
availability, efficiency) and service providers (eg cost savings), but a lack of trust hinders …

We propose a conceptual framework that includes the antecedents and consequences of
firms' adopting and integrating robotics into their customer service operations. Drawing …

Online interactions have emerged as a dominant exchange mode for companies and
customers. Cultivating online relationships—defined as relational exchanges that are …

The metaverse, a virtual space where people can interact with each other, is garnering
global attention. This study attempts to answer three questions: what attracts someone to the …