European Journal of Marketing
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Firms have begun to introduce virtual agents (VAs) in service encounters, both in online and offline environments. Such VAs typically resemble human frontline employees in several ways (e.g. the VAs may have a gender and a name), which indicates the presence of an assumption by VA designers – and by firms that employ them – that VA humanness is a positively charged characteristic. This study aims to address this assumption by examining antecedents to perceived humanness in terms of attribution o...
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#1Tae-Hyung PyoH-Index: 2
#2JaeHwan KwonH-Index: 4
Last. Dhananjay NayakankuppamH-Index: 8
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#1Sara QuachH-Index: 7
Last. James R. BrownH-Index: 31
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#1Jens MattkeH-Index: 4
#2Christian MaierH-Index: 19
Last. Tim WeitzelH-Index: 28
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