...Terrence Chong; Ting Yu; Debbie Isobel Keeling; Ko de Ruyter; Tim Hilken Purpose While emerging research explores the effects of communication cues of warmth and competence in conversational artificial intelligence separately, less is known about their combined impact. This study aims...

... on multiple real brands to test the mediating roles of warmth and competence. Given the central role of anthropomorphism in brand applications of the SCM, two corresponding variables are examined as moderators, one relating to the brand (brand anthropomorphism) and the other relating to the individual...

... satisfaction on its own may not suffice as the findings suggest that satisfaction translates into beneficial outcomes only when satisfaction is channeled toward enhancing customer perceptions of competence and their positive emotions. Originality/value This study contributes to the literature by providing...

... sample (Studies 1a and 1b) or a representative sample of consumers (Studies 2 and 3), the authors empirically investigate whether gender cues impact brand perception along dimensions of warmth and competence and how other warmth and competence cues in a consumer environment moderate the effect of gender...