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Cited by 598

The DOI matches its Crossref record; 26 of the 26 references it cites were found in a registry or an index.

Understanding consumers’ acceptance of automated technologies in service encounters: Drivers of digital voice assistants adoption

Fernandes, Teresa, Oliveira, Elisabete·2021·Journal of Business Research
DOI 10.1016/j.jbusres.2020.08.058
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Abstract

Abstract Customers increasingly orchestrate their everyday activities with the support of technology, with services increasingly adopting AI-based applications. Yet, research is still in its infancy and has been largely conceptual. Therefore, based on data collected from 238 young consumers, analyzed using PLS-SEM, this study focuses on users’ motivations to adopt intelligent digital voice assistants in service encounters. Findings show that functional, social and relational elements drive adoption, untangle crossover effects between them and reveal the moderating role of experience and need for human interaction. While empirically validating and extending the Service Robot Acceptance Model by Wirtz and colleagues, this study provides evidence that anthropomorphism is not universally positive and adds a new perspective regarding the underexplored role of customer-robot rapport building. The study contributes to a more holistic understanding of digital voice assistants’ adoption and provides managerial guidance on how to successfully implement such technologies.

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Metadata

Authors
Fernandes, T., & Oliveira, E.
Venue
Journal of Business Research
Publisher
Elsevier BV
Published
2021-01
Volume
122
Pages
180-191
ISSN
0148-2963 (ISSN-L)
DOI
10.1016/j.jbusres.2020.08.058
OpenAlex
W3086863954
Cited by
598
References
26
FWCI
24.15
Type
journal article
Language
en
Open access
closed
Licence
  • www.elsevier.com/tdm/userlicense/1.0/ (tdm)
  • www.elsevier.com/legal/tdmrep-license (tdm)

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CoChat. (2026). Citation check: Understanding consumers’ acceptance of automated technologies in service encounters: Drivers of digital voice assistants adoption. https://app.cochat.ai/papers/10.1016/j.jbusres.2020.08.058
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Fernandes, T., & Oliveira, E. (2021). Understanding consumers’ acceptance of automated technologies in service encounters: Drivers of digital voice assistants adoption. Journal of Business Research. https://doi.org/10.1016/j.jbusres.2020.08.058

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Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).

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