... as perceived control and Study 2 on interactional justice assessed as social presence. Furthermore, the moderating role of humor is investigated. Findings The results indicate that both perceived control and social presence can improve chatbots’ effectiveness in handling service failures to regain customer...

... conversational style vs. cute conversational style) on consumer service acceptance and demonstrate the moderating role of consumers’ technology anxiety. Design/methodology/approach Based on anthropomorphism theory and social presence theory, the authors conducted two scenario-based experiments (restaurant...

..., focusing on Generation Z guests – potential facilitators of robot diffusion. Robots Anthropomorphism Generation Z Social presence COVID-19 Prevention efficacy © Emerald Publishing Limited 2021 Emerald Publishing Limited Licensed re-use rights only COVID-19 is expected...

... presence theory, the ability of a communication medium to transmit social and human cues can influence an individual’s attitudes, beliefs and behaviours (Rice and Case, 1983). Thus, the level of perceived social presence changes according to the communication media types. Face to face communication...

... and shows marketing researchers and practitioners how to use neuroscience hardware and software in service design research. The study draws on social impact theory to show how the social presence of others in a lifestyle center influences six different cognitive responses. The authors evaluate...

... presence theory, this paper aims to propose three social presence variables in the brand page context (the brand page as a medium, the presence of other customers and interaction with the brand page manager) and to test their effects on customer engagement behavior (CEB) and customer-brand identification...

...Shangzhi (Charles) Qiu; Mimi Li; Anna S. Mattila; Wan Yang Purpose This study aims to investigate the moderating effect of in-group social presence on the relationship between face concern and hotel customers’ behavioral responses to service failures. Design/methodology/approach Participants...

... This study aims to analyze the joint effects of where a service failure occurs and who witnesses it, with a specific focus on Chinese consumers who have varying levels of acculturation. A 4 × 2 × 2 between-subject factorial design was used, where social presence and the location of the service failure...