Stimuli of AI technology studies on authenticity and customer experience in service studies
| Study | Type of service | Physical/ social stimuli | Symbolic/ natural stimuli |
|---|---|---|---|
| This study | Service apps | Functionality (P), media appeal (P) Communicative capability (S), service provision (S), customer support (S) | Monetization strategy (SB); situational and cultural fit (SB); moral commitment (SB); rec. precision (SB) Service realism (N); soothing interactions (N); safe disclosure environment (N) |
| (Vo et al., 2025) | Service apps | Media richness (P) Co-branding fit (S) Parent-brand attitude (S) | |
| (Vo et al., 2024) | Service apps | Media richness (P) | |
| (Esmark Jones et al., 2022) | AI agent | Gender (S), dress (S) | |
| (Wuenderlich and Paluch, 2017) | AI agent | Visual (P); identity (P); audio cues (P) Empty phrases (S), colloquial language (S), emotions (S), attentiveness (S), personalization (S) | |
| (Neururer et al., 2018) | AI agent | Learning from experience (S) Anthropomorph, humanlike conversation (S) | Transparent (SB) |
| (Nguyen et al., 2023) | Chatbots in frontline services | Use of avatars (S) Anthropomorphic language (S) |
| Study | Type of service | Physical/ social stimuli | Symbolic/ natural stimuli |
|---|---|---|---|
| This study | Service apps | Functionality (P), media appeal (P) Communicative capability (S), service provision (S), customer support (S) | Monetization strategy ( |
| ( | Service apps | Media richness (P) Co-branding fit (S) Parent-brand attitude (S) | |
| ( | Service apps | Media richness (P) | |
| ( | Gender (S), dress (S) | ||
| ( | Visual (P); identity (P); audio cues (P) Empty phrases (S), colloquial language (S), emotions (S), attentiveness (S), personalization (S) | ||
| ( | Learning from experience (S) Anthropomorph, humanlike conversation (S) | Transparent ( | |
| ( | Chatbots in frontline services | Use of avatars (S) Anthropomorphic language (S) |
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