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
Overview
Integrity signals
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Verification
Claims the paper makes
Claims other papers make about this one
Each is checked against this paper’s own text: does it say what the citing paper says it does?
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
(1994) · Journal of Environmental Psychology · doi:10.1016/s0272-4944(05)80231-2 · Cited by 48,420
Qualitative research and evaluation methods
Patton, M. Q. (1980) · Cited by 35,637
A conceptual model of service quality and its implications for future research
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985) · Journal of Marketing · doi:10.1177/002224298504900403 · Cited by 21,645
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
Oliver, R. L. (1980) · Journal of Marketing Research · doi:10.1177/002224378001700405 · Cited by 14,494
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
Human trust in artificial intelligence: Review of empirical research
Glikson, E., & Woolley, A. W. (2020) · Academy of Management Annals · doi:10.5465/annals.2018.0057 · Cited by 2,921
Consumers acceptance of artificially intelligent (AI) device use in service delivery
Gursoy, D., Chi, O. H., Lu, L., & Nunkoo, R. (2019) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2019.03.008 · Cited by 1,437
Developing and validating a service robot integration willingness scale
Lu, L., Cai, R., & Gursoy, D. (2019) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2019.01.005 · Cited by 1,013
A Taxonomy of Social Cues for Conversational Agents
Feine, J., Gnewuch, U., Morana, S., & Maedche, A. (2019) · International Journal of Human-Computer Studies · doi:10.1016/j.ijhcs.2019.07.009 · Cited by 586
A Survey on Conversational Recommender Systems
Jannach, D., Manzoor, A., Cai, W., & Chen, L. (2022) · ACM Computing Surveys · doi:10.1145/3453154 · Cited by 521
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
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
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