...Timo Koch; Jonas Foehr; Lara Riefle; Claas Christian Germelmann Purpose Marketing research has demonstrated that consumers tend to attribute human-like roles to smart voice-interaction technologies (SVIT), such as Amazon’s Alexa. However, smart service research has largely ignored the effects...

...Sertan Kabadayi; Faizan Ali; Hyeyoon Choi; Herm Joosten; Can Lu Based on prior research on service experience, smart services and the differences between regular and smart services, this paper develops a conceptual framework in which the smart service experience is the central construct...