The DOI matches its Crossref record; 60 of the 64 references it cites were found in a registry or an index.
Case study—Embodied virtual agents: An analysis on reasons for failure
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In the citing paper
“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]
Citations
Cites
Qualitative Data Analysis: An Expanded Sourcebook
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Delivering quality service : balancing customer perceptions and expectations
Zeithaml, V., Parasuraman, A., & Berry, L. (1990) · Choice Reviews Online · doi:10.5860/choice.28-0390 · Cited by 4,417
The social psychology of telecommunications
Gray, G. (1977) · Telecommunications Policy · doi:10.1016/0308-5961(77)90016-7 · Cited by 3,486
Cognitive, Affective, and Attribute Bases of the Satisfaction Response
Oliver, R. L. (1993) · Journal of Consumer Research · doi:10.1086/209358 · Cited by 3,256
Kelman, H. C. (1961) · Public Opinion Quarterly · doi:10.1086/266996 · Cited by 2,181
The Adaptive Web, Methods and Strategies of Web Personalization
Brusilovsky, P., Kobsa, A., & Nejdl, W. (2007) · The Adaptive Web · doi:10.1007/978-3-540-72079-9 · Cited by 1,776
Bukimi no tani [the uncanny valley]
Mori, M. (1970) · Energy · Cited by 1,485
Flagged first, then by citations
4 of the 64 references couldn’t be matched to a known paper.
Research works printed but not linked: 3
- Bickmore, T., 2002. Social dialogue is serious business. In: Proceedings of the CHI 2002 Workshop on Socially Adept Technologies, Minneapolis, MN.
- Keeling, 2008, Relationship with a byte? Attractions, interaction and intention for avatar use a retail website, Advances in Consumer Research, 35, 84
- Mori, 1970, The uncanny valley, Energy, 7, 33
Cited by
Sorted by citations
Items 101–136 of 136
Chatbots im Kundenservice: Ein Verfahren zur Kosten-Nutzen-Analyse
Schacker, M., & Fuchs, A. (2018) · Wirtschaftsinformatik & Management · doi:10.1007/s35764-018-0114-x · Cited by 4
Introducing VAIFU: A Virtual Agent for Introducing and Familiarizing Users in VR
Qazi, M. H., & Qazi, M. P. (2023) · International Conference on Computing, Mathematics and Engineering Technologies (iCoMET) · doi:10.1109/icomet57998.2023.10099242 · Cited by 3
Examining the Spectrum of Artificial Intelligence Failures
Ahmad, A., Mimoun, M. S. B., & El-Gohary, H. O. (2025) · International Journal of Customer Relationship Marketing and Management · doi:10.4018/ijcrmm.370401 · Cited by 3
Buchem, I., Vorwerg, S., Stamm, O., & Kruschel, K. (2021) · Lecture notes in networks and systems · doi:10.1007/978-3-030-80091-8_17 · Cited by 3
The Black Box of Virtual Agent Design: A Literature Review of User Involvement at the IVA Conference
Chilufya, E. M., & Silvervarg, A. (2021) · African Human Computer Interaction Conference (AfriCHI) · doi:10.1145/3448696.3448720 · Cited by 2
The Application of Anthropomorphism in Marketing
Nghiêm-Phú, B., & Suter, J. R. (2022) · Advances in environmental engineering and green technologies book series · doi:10.4018/978-1-6684-4610-2.ch002 · Cited by 2
Slim, B. M. M., Garnier, M., & Poncin, I. (2013) · IGI Global eBooks · doi:10.4018/978-1-4666-3954-6.ch014 · Cited by 2
Self-citationMulpuri, V. K. (2016) · Cited by 2
Alnefaie, A., Kang, K., & Sohaib, O. (2023) · SSRN Electronic Journal · doi:10.2139/ssrn.4657676 · Cited by 4
HABİBOĞLU, Ö. (2025) · Abant Sosyal Bilimler Dergisi · doi:10.11616/asbi.1585798 · Cited by 2
Grotenhermen, J.-G., Schönberg, N., & Schewe, G. (2021) · Forum Dienstleistungsmanagement · doi:10.1007/978-3-658-34326-2_11 · Cited by 1
An Adaptive Filter for Preference Fine-Tuning in Recommender Systems
Blanco, J. M., Ge, M., & Pitner, T. (2023) · Lecture notes in business information processing · doi:10.1007/978-3-031-24197-0_7 · Cited by 1
Avatar Görünümünün Etkili Olduğu Unsurların Müşteri Olma Niyeti Üzerine Etkisinin İncelenmesi
Dal, N. E., & Taşcı, M. F. (2023) · Akademik Araştırmalar ve Çalışmalar Dergisi (AKAD) · doi:10.20990/kilisiibfakademik.1317018 · Cited by 1
An Optimized Ranking Based Technique towards Conversational Recommendation Models
Dhawan, S., Singh, K., Batra, A., Choi, A., & Choi, E. (2024) · International Journal of Computing and Digital Systems · doi:10.12785/ijcds/150185 · Cited by 1
Pantano, E., & Dennis, C. (2019) · Springer eBooks · doi:10.1007/978-3-030-12608-7_7 · Cited by 1
Embodied Conversational Agent for Emotional Recognition Training
Daher, K., Bardelli, Z., Casas, J., Mugellini, E., Khaled, O. A., & Lalanne, D. (2020) · ArODES (HES-SO (https://www.hes-so.ch/)) · Cited by 1
Transitions of User Internal States by Transition of Agent States
Matsui, T., & Yamada, S. (2015) · International Conference on Human-Agent Interaction (HAI) · doi:10.1145/2814940.2814964
A Leader-Follower Relation between a Human and an Agent
Terada, K., Yamada, S., & Takahashi, K. (2016) · International Conference on Human-Agent Interaction (HAI) · doi:10.1145/2974804.2974822
An Approach of Facial Expression Modeling with Changing Trend in the History of Belief States
Kaur, K. (2016) · Scholarship at UWindsor (University of Windsor)
Design of a Product Recommendation Virtual Agent That Induces User’s Trust Operating User’s Trust
Matsui, T., & Yamada, S. (2017) · Transactions of the Japanese Society for Artificial Intelligence · doi:10.1527/tjsai.c-g92
Kim, Y., Lee, B. G., & Yoo, H. (2019) · International Journal of Advanced Science and Technology · doi:10.33832/ijast.2019.124.04
Stosunek polskich młodych dorosłych do chatbotów mobilnych w e-commerce - wybrane uwarunkowania
Budzanowska-Drzewiecka, M. (2018) · Przedsiebiorczosc i Zarzadzanie
A Cognitive Behaviour Therapy Chatbot (Otis) for Health Anxiety Management: Pilot Study (Preprint)Preprint
Goonesekera, Y., & Donkin, L. (2022) · doi:10.2196/preprints.37877
Gonzalez, J. C. (2022) · Open Access Victoria University of Wellington | Te Herenga Waka (Figshare) · doi:10.26686/wgtn.20579568 · Cited by 1
Pistrui, B. (2024) · CUB Ph.D. Dissertations (Corvinus University of Budapest) · doi:10.14267/phd.2024021
Neef, C., Linden, K., & Richert, A. (2024) · IEEE RO-MAN · doi:10.1109/ro-man60168.2024.10731187
Chancen und Herausforderungen beim Einsatz von Chatbots
Lehner, F., & Fritsch, T. (2024) · Springer eBooks · doi:10.1007/978-3-658-36874-6_43-1
Brendel, B., Lichtenberg, S., Hildebrandt, F., & Dennis, A. R. (2026) · Journal of Management Information Systems · doi:10.1080/07421222.2026.2692275
Chen, X., Liu, J., Chen, Q., & Li, L. (2026) · Frontiers in Psychology · doi:10.3389/fpsyg.2026.1870991
Metadata
- Authors
- Ben Mimoun, M. S., Poncin, I., & Garnier, M.
- Affiliations
- SKEMA Business School (FR)
- 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)
- 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
- 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
- Social Sciences › Business, Management and Accounting › Marketing › AI in Service Interactions
- Social Sciences › Psychology › Social Psychology › Social Robot Interaction and HRI
- Social Sciences › Business, Management and Accounting › Marketing › Digital Marketing and Social Media
- Keywords
- embodied virtual agents, commercial websites, lack of autonomy, customer expectations, agent performance, e-commerce
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