Consumer reactions to chatbot versus human service: an investigation in the role of outcome valence and perceived empathy
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Human partners possess distinctive advantages in contextual understanding, commonsense reasoning, and emotional support, thereby enhancing the usefulness and practical value of collaborative outcomes.
“by contrast, human partners possess distinctive advantages in contextual understanding, commonsense reasoning, and emotional support, thereby enhancing the usefulness and practical value of collaborative outcomes (Huang et al., 2024; Markovitch et al., 2024; Revilla et al., 2023).”
From From humans to AI: understanding why AI is perceived as the preferred co-creation partner (2025) · cites this paper as Markovitch et al., 2024
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- Authors
- Markovitch, D. G., Stough, R. A., & Huang, D.
- Affiliations
- University of Maine (US)
- California State University, Northridge (US)
- Corresponding author
- Stough, Rusty A.
- Venue
- Journal of Retailing and Consumer Services
- Publisher
- Elsevier BV
- Published
- 2024-07
- Volume
- 79
- Pages
- 103847
- ISSN
- 0969-6989 (ISSN-L)
- OpenAlex
- W4394630130
- Semantic Scholar
- 338a525eb9e60628cf907bb91a4e6565fe40f0e2
- Cited by
- 100
- References
- 68
- Citations by year
- 2026: 57 · 2025: 38 · 2024: 5
- FWCI
- 14.76
- Type
- journal article
- Language
- en
- Open access
- closed
- Licence
- Locations
- Journal of Retailing and Consumer Services (publishedVersion)
- RePEc: Research Papers in Economics (submittedVersion)
- Topics
- Physical Sciences › Computer Science › Artificial Intelligence › AI in Service Interactions
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
- Social Sciences › Psychology › Social Psychology › Social Robot Interaction and HRI
- Keywords
- chatbots, perceived empathy, customer satisfaction, repatronage intention, recommendation acceptance, ChatGPT, medical advice, empathic communication, human-like appearance
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