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Negative emotions in consumer brand relationship: A review and future research agenda
Emotions have a compelling and strong effect on individuals actions and behaviours. They
are elicited in consumers during the decision‐making process through brand‐related stimuli …
are elicited in consumers during the decision‐making process through brand‐related stimuli …
The multilevel nature of customer experience research: an integrative review and research agenda
AM Kranzbühler, MHP Kleijnen… - International Journal …, 2018 - Wiley Online Library
Over the last three decades, customer experience (CE) has developed from a burgeoning
concept to a widely recognized phenomenon in terms of both research and practice. To …
concept to a widely recognized phenomenon in terms of both research and practice. To …
I, robot, you, consumer: Measuring artificial intelligence types and their effect on consumers emotions in service
This research draws upon the increasing usage of AI in service. It aims at understanding the
extent to which AI systems have multiple intelligence types like humans and if these types …
extent to which AI systems have multiple intelligence types like humans and if these types …
COVID-19: fear appeal favoring purchase behavior towards personal protective equipment
The 2019 novel coronavirus is a non-segmented positive-sense RNA virus belonging to the
Coronaviridae-Nidovirales family. We examined the swings in purchase behavior following …
Coronaviridae-Nidovirales family. We examined the swings in purchase behavior following …
Whether to trust chatbots: Applying the event-related approach to understand consumers' emotional experiences in interactions with chatbots in e-commerce
C Wang, Y Li, W Fu, J ** - Journal of Retailing and Consumer Services, 2023 - Elsevier
Chatbots can be used in marketing services to substantially improve the consumer
experience. Based on cognitive appraisal theory, this study applied an event-related …
experience. Based on cognitive appraisal theory, this study applied an event-related …
[HTML][HTML] Be creative, my friend! Engaging users on Instagram by promoting positive emotions
LV Casaló, C Flavián, S Ibáñez-Sánchez - Journal of Business Research, 2021 - Elsevier
Instagram is emerging as the most influential social network; this phenomenon is especially
apparent in the fashion industry. Fashion brands are launching creative campaigns on …
apparent in the fashion industry. Fashion brands are launching creative campaigns on …
Customer emotions in service robot encounters: A hybrid machine-human intelligence approach
Understanding consumer emotions arising from robot-customers encounters and shared
through online reviews is critical for forecasting consumers' intention to adopt service robots …
through online reviews is critical for forecasting consumers' intention to adopt service robots …
COVID-19 and repeat visitation: Assessing the role of destination social responsibility, destination reputation, holidaymakers' trust and fear arousal
This study aimed to examine the influence of destination social responsibility (DSR) on
destination reputation, holidaymakers' perceived trust and their revisit intention. It also tested …
destination reputation, holidaymakers' perceived trust and their revisit intention. It also tested …
Impacts of technological embodiment through virtual reality on potential guests' emotions and engagement
C Flavián, S Ibáñez-Sánchez, C Orús - Journal of Hospitality …, 2021 - Taylor & Francis
Virtual reality technologies have increased the integration between devices and the human
senses. Despite the increased interest in embodied technologies in tourism, there has been …
senses. Despite the increased interest in embodied technologies in tourism, there has been …
Hope, tolerance and empathy: employees' emotions when using an AI-enabled chatbot in a digitalised workplace
Purpose Information Systems research on emotions in relation to using technology largely
holds essentialist assumptions about emotions, focuses on negative emotions and treats …
holds essentialist assumptions about emotions, focuses on negative emotions and treats …