Are We Already Living with Skynet? Anthropomorphic Artificial Intelligence to Enhance Customer Experience

Published on Jun 11, 2021
· DOI :10.1108/978-1-80071-348-220211007
Rakibul Hasan , Park Thaichon10
Estimated H-index: 10
Scott Keith W Weaven25
Estimated H-index: 25
#1Minjee Chung (Yonsei University)H-Index: 1
#2Eunju Ko (Yonsei University)H-Index: 33
Last. Sang Jin Kim (Changwon National University)H-Index: 8
view all 4 authors...
Abstract This study was undertaken to analyze whether luxury fashion retail brands can adhere to their core essence of providing personalized care through e-services rather than through traditional face-to-face interactions, particularly through Chatbot, an emerging digital tool offering convenient, personal, and unique customer assistance. The authors use customer data to test a five-dimension model measuring Chatbot for customer perceptions of interaction, entertainment, trendiness, customizat...
54 CitationsSource
#1Alei Fan (Purdue University)H-Index: 7
#2Luorong (Laurie) Wu (TU: Temple University)H-Index: 6
Last. Anna S. Mattila (PSU: Pennsylvania State University)H-Index: 81
view all 4 authors...
ABSTRACTGiven the increasing presence of humanoid service robots at airports, hotels and restaurants, the current study investigates how consumers’ interdependent self-construal and technology self...
15 CitationsSource
#1Lena Steinhoff (University of Rostock)H-Index: 7
#2Denni Arli (Griffith University)H-Index: 18
Last. Irina V. Kozlenkova (UVA: University of Virginia)H-Index: 8
view all 4 authors...
Online interactions have emerged as a dominant exchange mode for companies and customers. Cultivating online relationships—defined as relational exchanges that are mediated by Internet-based channels—presents firms with challenges and opportunities. In lockstep with exponential advancements in computing technology, a rich and ever-evolving toolbox is available to relationship marketers to manage customer relationships online, in settings including e-commerce, social media, online communities, mo...
60 CitationsSource
#1Martin MendeH-Index: 12
#2Maura L. ScottH-Index: 13
Last. Ilana ShanksH-Index: 3
view all 5 authors...
Interactions between consumers and humanoid service robots (HSRs; i.e., robots with a human-like morphology such as a face, arms, and legs) will soon be part of routine marketplace experiences. It ...
93 CitationsSource
#1Fiona Schweitzer (Grenoble School of Management)H-Index: 11
#2Russell W. Belk (York University)H-Index: 90
Last. Melanie OrtnerH-Index: 1
view all 4 authors...
ABSTRACTThis paper investigates the different relationships consumers build with anthropomorphised devices and how these relationships affect actual and intended future usage. An exploratory, three...
14 CitationsSource
#1Emna CherifH-Index: 2
#2Jean-François Lemoine (University of Paris)H-Index: 10
Virtual assistants are increasingly common on commercial websites. In view of the benefits they offer to businesses for improving navigation and interaction with the consumers, researchers and prac...
3 CitationsSource
#1Thomas P. Novak (GW: George Washington University)H-Index: 34
#2Donna L. Hoffman (GW: George Washington University)H-Index: 40
Consumers’ interactions with smart objects have a relational nature, and extensive research has supported the “relationship metaphor” as a fruitful way to understand consumer responses to consumption objects. But, smart objects pose unique challenges for considering the emergence of consumer–object relationships, because their degrees of agency, autonomy, and authority lend them their own unique capacities for interaction. We present a new framework for consumer–object relationships based on the...
43 CitationsSource
#1Ruth N. Bolton (ASU: Arizona State University)H-Index: 41
#2Janet R. McColl-Kennedy (UQ: University of Queensland)H-Index: 51
Last. Mohamed Zaki (University of Cambridge)H-Index: 14
view all 7 authors...
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
#1Donna L. Hoffman (GW: George Washington University)H-Index: 40
#2Thomas P. Novak (GW: George Washington University)H-Index: 34
The consumer Internet of Things (IoT) has the potential to revolutionize consumer experience. Because consumers can actively interact with smart objects, the traditional, human-centric conceptualization of consumer experience as consumers’ internal subjective responses to branded objects may not be sufficient to conceptualize consumer experience in the IoT. Smart objects possess their own unique capacities and their own kinds of experiences in interaction with the consumer and each other. A conc...
135 CitationsSource
#1Martina CaicH-Index: 7
Last. Dominik MahrH-Index: 19
view all 3 authors...
The purpose of this paper is to investigate the potential roles for service robots (i.e. socially assistive robots) in value networks of elderly care. Taking an elderly person’s perspective, it defines robot roles according to their value co-creating/destroying potential for the elderly user (i.e. focal actor), while acknowledging consequences for a network of users around the elderly (i.e. network actors).,This qualitative, interpretative study employs in-depth phenomenographic interviews, supp...
76 CitationsSource
Cited By0