Chiara Orsingher
University of Bologna
Customer retentionAdvertisingService qualityConceptual frameworkSociologyBusinessPsychologyMarketingCustomer satisfactionProcess managementConstrual level theoryPerceptionService recoveryReferralTest (assessment)Persistence (psychology)Service (business)ComplaintIncentiveCustomer experienceEmotional supportProcess (engineering)Knowledge managementCustomer to customerApplied psychologyCustomer delightSocial psychologyMeta-analysis
Publications 45
#1Katja Gelbrich (CUA: The Catholic University of America)H-Index: 10
#2Julia Hagel (CUA: The Catholic University of America)
Last. Chiara Orsingher (UNIBO: University of Bologna)H-Index: 12
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Abstract In their traditional role, digital assistants in technology-mediated services provide customers with information, guidance, and suggestions. However, as the opportunities offered by technology and artificial intelligence increase, digital assistants can also provide emotional support, which refers to empathetic, reassuring expressions for customers who have failed or succeeded in fulfilling a task. We show across four experiments that emotional support offered by a digital assistant inc...
#1Stacey G. Robinson (UA: University of Alabama)H-Index: 8
#2Chiara Orsingher (UNIBO: University of Bologna)H-Index: 12
Last. Mohamed Sobhy Temerak (UKC: University of Kent)H-Index: 4
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Abstract Artificial intelligence (AI) is radically transforming frontline service encounters, with AI increasingly playing the role of employee or customer. Programmed to speak or write like a human, AI is poised to usher in a frontline service revolution. No longer will frontline encounters between customer and employee be simply human-to-human; rather, researchers must consider an evolved paradigm where each actor could be either human or AI. Further complicating this 2 × 2 framework is whethe...
16 CitationsSource
#1Sara Valentini (UNIBO: University of Bologna)H-Index: 5
#2Chiara Orsingher (UNIBO: University of Bologna)H-Index: 12
Last. Alexandra Polyakova (University of Sussex)H-Index: 1
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This service failure/recovery emotions’ synthesis showed: 1) Conceptual models of emotions affect the relationship between emotions and their correlates; 2) Perceived fairness is most important in triggering negative/positive emotions; 3) Recovery satisfaction and loyalty are stronger related to positive emotions; 4) Methodological characteristics explain systematic variation in the effect sizes.
1 CitationsSource
#1Chiara OrsingherH-Index: 12
#2Katja GelbrichH-Index: 10
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#1Jochen WirtzH-Index: 64
#2Chiara OrsingherH-Index: 12
Last. Hichang ChoH-Index: 18
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This paper aims to examine the psychological consequences of a customer engagement initiative through referral reward programs (RRPs) in online versus offline environments.,The authors conducted a qualitative study followed by a scenario-based experimental study.,The authors show that recommenders’ concern about how they are viewed by recommendation recipients (i.e. their metaperception) mediates the effects of incentives on referral likelihood in both offline and online environments. However, m...
5 CitationsSource
#1Yves Van Vaerenbergh (Katholieke Universiteit Leuven)H-Index: 17
#2Dorottya Varga (Katholieke Universiteit Leuven)H-Index: 1
Last. Chiara Orsingher (UNIBO: University of Bologna)H-Index: 12
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Service failures represent temporary or permanent interruptions of the customer’s regular service experience. Although the literature identifies an extensive set of organizational alternatives for ...
45 CitationsSource
#1Ruth N. Bolton (ASU: Arizona State University)H-Index: 41
#2Janet R. McColl-Kennedy (UQ: University of Queensland)H-Index: 50
Last. Mohamed Zaki (University of Cambridge)H-Index: 14
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The purpose of this paper is to explore innovations in customer experience at the intersection of the digital, physical and social realms. It explicitly considers experiences involving new technology-enabled services, such as digital twins and automated social presence (i.e. virtual assistants and service robots).,Future customer experiences are conceptualized within a three-dimensional space – low to high digital density, low to high physical complexity and low to high social presence – yieldin...
130 CitationsSource
#1Chiara OrsingherH-Index: 12
#2Alessandra ZammitH-Index: 5
#1Chiara Orsingher (UNIBO: University of Bologna)H-Index: 12
#2Jochen Wirtz (NUS: National University of Singapore)H-Index: 64
Purpose Empirical research presents conflicting findings with regards to the effectiveness of referral reward programs (RRPs) and supports two alternative and conflicting views on the effectiveness of incentivizing recommendations. They are, first, a positive effect via perceived attractiveness of the incentive, and second, a negative effect via metaperception of the recommendation. The purpose of this paper is to examine these two opposing psychological mechanisms to reconcile the conflicting f...
6 CitationsSource
#1Janet R. McColl-Kennedy (UQ: University of Queensland)H-Index: 50
#2Tracey S. Danaher (Monash University)H-Index: 10
Last. Rohit Verma (Cornell College)H-Index: 50
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Health care customers (patients) experience heightened emotions due to high stakes from risks to life, health, and well-being. Understanding and managing emotions during service experiences is an important area of inquiry because emotions influence customer perceptions, future intentions and behaviors. Yet despite its significance, research focusing on the impact of emotions on customer experiences remains fragmented, lacking a theoretically based conceptual framework. The authors attempt to fil...
43 CitationsSource