The DOI matches its Crossref record; 6 of the 6 references it cites were found in a registry or an index.
Understanding and Improving Consumer Reactions to Service Bots
Open accessAbstract
Many firms are beginning to replace customer service employees with bots, from humanoid service robots to digital chatbots. Using real human–bot interactions in lab and field settings, we study consumers’ evaluations of bot-provided service. We find that service evaluations are more negative when the service provider is a bot versus a human—even when the provided service is identical. This effect is explained by consumers’ belief that service automation is motivated by firm benefits (i.e., cutting costs) at the expense of customer benefits (such as service quality). The effect is eliminated when firms share the economic surplus derived from automation with consumers through price discounts. The effect is reversed when service bots provide unambiguously superior service to human employees—a scenario that may soon become reality. Consumers’ default reactions to service bots are therefore largely negative but can be equal to or better than reactions to human service providers if firms can demonstrate how automation benefits consumers.
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Cites
The Behavioral Consequences of Service Quality
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996) · Journal of Marketing · doi:10.2307/1251929 · Cited by 12,003
Brave new world: service robots in the frontline
Wirtz, J., Patterson, P. G., Kunz, W. H., Gruber, T., Lu, V. N., Paluch, S., & Martins, A. (2018) · Journal of Service Management · doi:10.1108/josm-04-2018-0119 · Cited by 2,315
Resistance to Medical Artificial Intelligence
Longoni, C., Bonezzi, A., & Morewedge, C. K. (2019) · Journal of Consumer Research · doi:10.1093/jcr/ucz013 · Cited by 2,015
Luo, X., Tong, S., Fang, Z., & Qu, Z. (2019) · Marketing Science · doi:10.1287/mksc.2019.1192 · Cited by 1,262
Mende, M., Scott, M. L., van Doorn, J., Grewal, D., & Shanks, I. (2019) · Journal of Marketing Research · doi:10.1177/0022243718822827 · Cited by 1,197
Artificial Intelligence in Utilitarian vs. Hedonic Contexts: The “Word-of-Machine” Effect
Longoni, C., & Cian, L. (2022) · Journal of Marketing · doi:10.1177/0022242920957347 · Cited by 831
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Valenzuela, A., Puntoni, S., Hoffman, D., Castelo, N., De Freitas, J., Dietvorst, B., Hildebrand, C., Huh, Y. E., Meyer, R., Sweeney, M. E., et al. (2024) · Journal of the Association for Consumer Research · doi:10.1086/730709 · Cited by 81
Self-citationAI Companions Reduce Loneliness
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Metadata
- Authors
- Castelo, N., Boegershausen, J., Hildebrand, C., & Henkel, A. P.
- Venue
- Journal of Consumer Research
- Publisher
- Oxford University Press (OUP)
- Published
- 2023-04-03
- Volume
- 50
- Issue
- 4
- Pages
- 848-863
- ISSN
- 0093-5301 (ISSN-L)
- 1537-5277
- OpenAlex
- W4362590534
- Cited by
- 199
- References
- 6
- FWCI
- 17.39
- Type
- journal article
- Language
- en
- Open access
- hybrid
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- Castelo, N., Boegershausen, J., Hildebrand, C., & Henkel, A. P. (2023). Understanding and Improving Consumer Reactions to Service Bots. Journal of Consumer Research. https://doi.org/10.1093/jcr/ucad023
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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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