...Qi Lu; Dongwoo Ko Purpose As AI-enabled service robots become increasingly prevalent in hospitality settings, service failures are inevitable. Although anthropomorphic design is widely used to humanize service robots, prior research offers mixed evidence regarding its effectiveness following...

... and chatbot anthropomorphism Studies Independent variables Dependent variables Mediating/moderating variables Contribution Yu and Zhao (2024) Emojis Engagement Hedonic vs autonomous chatbots Emojis heighten chatbot’s perceived warmth but do not necessarily augment their perceived...

... Anthropomorphism Attention restoration Well-being Place attachment S-O-R model In terms of topical coverage and methodology focus, most of the earlier studies (Arnould and Price, 1993 ; Rosenbaum, 2009 ; Rosenbaum and Massiah, 2011) were focused on the restorative effects of natural elements...

...-experts, as in individuals without professional or advanced academic training in AI. Findings Findings suggest that users’ expectations depend on their expertise, how much they value human contact and why they are using these services. For instance, the higher the expertise the less anthropomorphism...

...Kibum Youn; Moonhee Cho Purpose This paper aims to examine the relationships between anthropomorphic cues (i.e. degrees of the humanized profile picture and naming) in artificial intelligence (AI) chatbots and business types (utilitarian-centered business vs hedonic-centered business) on consumers...

... of the produce and retailer outcomes. This paper aims to investigate why consumers tend to discard imperfect produce and how retailer interventions (i.e. anthropomorphized signage and packaging) can alleviate these negative effects. Three experiments were conducted to examine the postulations. Study 1...

... is important, and the authors propose that anthropomorphic facial expressions could be one of those means. Thus, the purpose of this paper is to test the effects of anthropomorphic cues (namely, happy and sad faces) on consumer responses to service delays, depending on whether service providers are at fault...

...Michelle M.E. van Pinxteren; Ruud W.H. Wetzels; Jessica Rüger; Mark Pluymaekers; Martin Wetzels The contributions of this study are both theoretical and practical. First, it sheds new light on the contrasting perspectives about the elicitation of anthropomorphism, arising from the theory...

...Alei Fan; Luorong (Laurie) Wu; Anna S. Mattila Service providers targeting powerful consumers should consider the social presence of others when incorporating anthropomorphic features into their SST facilities. This study is the first to examine consumer responses to service failures...