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Relationship journeys in the internet of things: a new framework for understanding interactions between consumers and smart objects

Novak, Thomas P., Hoffman, Donna L.·2019·Journal of the Academy of Marketing Science

DOI 10.1007/s11747-018-0608-3

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Huang, M.-H., & Rust, R. T. (2021) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-020-00749-9 · Cited by 2,059
“…addressed some issues, such as managers and management education underpreparing the next generation for feeling and emotional intelligence (Huang and Rust 2018; Huang et al. 2019), and IoT may impose constraints and restrictions on consumer journeys (Hoffman and Novak 2018; Novak and Hoffman 2019).”
Background
Understanding anthropomorphism in service provision: a meta-analysis of physical robots, chatbots, and other AI
Blut, M., Wang, C., Wünderlich, N. V., & Brock, C. (2021) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-020-00762-y · Cited by 1,194
Service robots, customers and service employees: what can we learn from the academic literature and where are the gaps?
Lu, V., Wirtz, J., Kunz, W., Paluch, S., Gruber, T., Martins, A., & Patterson, P. (2020) · Journal of service theory and practice · doi:10.1108/jstp-04-2019-0088 · Cited by 494
Internet of Things and Big Data as enablers for business digitalization strategies
Sestino, A., Prete, M. I., Piper, L., & Guido, G. (2020) · Technovation · doi:10.1016/j.technovation.2020.102173 · Cited by 564
Alexa, she's not human but… Unveiling the drivers of consumers' trust in voice‐based artificial intelligence
Pitardi, V., & Marriott, H. R. (2021) · Psychology & Marketing · doi:10.1002/mar.21457 · Cited by 455

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Authors: Novak, T. P., & Hoffman, D. L.
Affiliations: George Washington University (US)
Corresponding author: Novak, Thomas P.
ORCID: Hoffman, Donna L.
Venue: Journal of the Academy of Marketing Science
Publisher: Springer Science and Business Media LLC
Published: 2018-10-08
Volume: 47
Issue: 2
Pages: 216-237
ISSN: 0092-0703 (ISSN-L)
1552-7824
DOI: 10.1007/s11747-018-0608-3
OpenAlex: W2895424969
Cited by: 332
References: 127
Citations by year: 2026: 36 · 2025: 45 · 2024: 48 · 2023: 59 · 2022: 56 · 2021: 42 · 2020: 35 · 2019: 10 · 2018: 1
FWCI: 39.36
Type: journal article
Language: en
Open access: closed
Licence: www.springer.com/tdm (tdm)
Locations: Journal of the Academy of Marketing Science (publishedVersion)
RePEc: Research Papers in Economics (submittedVersion)
Topics: Social Sciences › Business, Management and Accounting › Marketing › Consumer Behavior in Brand Consumption and Identification
Social Sciences › Business, Management and Accounting › Marketing › AI in Service Interactions
Physical Sciences › Computer Science › Human-Computer Interaction › Innovative Human-Technology Interaction
Keywords: smart objects, Internet of Things, assemblage theory, object-oriented ontology, agency, communion, relationship styles, customer experience

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Relationship journeys in the internet of things: a new framework for understanding interactions between consumers and smart objects

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