Case study—Embodied virtual agents: An analysis on reasons for failure

Ben Mimoun, Mohammed Slim; Poncin, Ingrid; Garnier, Marion

doi:10.1016/j.jretconser.2012.07.006

Cited by 136AI in Service InteractionsSocial Robot Interaction and HRIDigital Marketing and Social Media

Case study—Embodied virtual agents: An analysis on reasons for failure

Ben Mimoun, Mohammed Slim, Poncin, Ingrid, Garnier, Marion·2012·Journal of Retailing and Consumer Services

DOI 10.1016/j.jretconser.2012.07.006

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A study in partial support reported that too many anthropomorphic characteristics in a chatbot avatar set up high expectations, leading to user disappointment, supporting the idea that high expectations of functionality can lead to disappointment and frustration.
“A study that appears to be in partial support of the findings of this study reported that too many anthropomorphic characteristics in a chatbot avatar set up high expectations, leading to user disappointment [61], thus supporting the idea that high expectations of functionality can lead to feelings of disappointment and frustration for participants.”
From A Cognitive Behavioral Therapy Chatbot (Otis) for Health Anxiety Management: Mixed Methods Pilot Study (2022) · cites this paper as [61]

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“characteristics in a chatbot avatar set up high expectations, leading to user disappointment [61], thus supporting the idea that high expectations of functionality can lead to feelings of disappointment and frustration for participants.”
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WITHDRAWN: Case study: Embodied virtual agents: An analysis on reasons for failure
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Authors: Ben Mimoun, M. S., Poncin, I., & Garnier, M.
Affiliations: SKEMA Business School (FR)
ORCID: Poncin, Ingrid
Garnier, Marion
Venue: Journal of Retailing and Consumer Services
Publisher: Elsevier BV
Published: 2012-11
Volume: 19
Issue: 6
Pages: 605-612
ISSN: 0969-6989 (ISSN-L)
DOI: 10.1016/j.jretconser.2012.07.006
OpenAlex: W2029180844
Cited by: 136
References: 64
Citations by year: 2026: 2 · 2025: 11 · 2024: 8 · 2023: 19 · 2022: 12 · 2021: 21 · 2020: 13 · 2019: 17 · 2018: 8 · 2017: 3 · 2016: 9 · 2015: 6 · 2014: 1 · 2013: 6
FWCI: 4.09
Type: journal article
Language: en
Open access: closed
Licence: www.elsevier.com/tdm/userlicense/1.0/ (tdm)
Locations: Journal of Retailing and Consumer Services (publishedVersion)
Digital Access to Libraries (Université catholique de Louvain (UCL), l'Université de Namur (UNamur) and the Université Saint-Louis (USL-B)) (submittedVersion)
Topics: Physical Sciences › Computer Science › Artificial Intelligence › AI in Service Interactions
Social Sciences › Psychology › Social Psychology › Social Robot Interaction and HRI
Social Sciences › Sociology and Political Science › Digital Marketing and Social Media
Keywords: embodied virtual agents, commercial websites, lack of autonomy, customer expectations, agent performance, e-commerce

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