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Cited by 668Consumer Behavior in Brand Consumption and IdentificationInnovative Human-Technology InteractionAI in Service Interactions

The DOI matches its Crossref record; 127 of the 127 references it cites were found in a registry or an index.

Consumer and Object Experience in the Internet of Things: An Assemblage Theory Approach

Hoffman, Donna L, Novak, Thomas P·2018·Journal of Consumer Research
DOI 10.1093/jcr/ucx105
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Abstract

The consumer Internet of Things (IoT) has the potential to revolutionize consumer experience. Because consumers can actively interact with smart objects, the traditional, human-centric conceptualization of consumer experience as consumers’ internal subjective responses to branded objects may not be sufficient to conceptualize consumer experience in the IoT. Smart objects possess their own unique capacities and their own kinds of experiences in interaction with the consumer and each other. A conceptual framework based on assemblage theory and object-oriented ontology details how consumer experience and object experience emerge in the IoT. This conceptualization is anchored in the context of consumer-object assemblages, and defines consumer experience by its emergent properties, capacities, and agentic and communal roles expressed in interaction. Four specific consumer experience assemblages emerge: enabling experiences, comprising agentic self-extension and communal self-expansion, and constraining experiences, comprising agentic self-restriction and communal self-reduction. A parallel conceptualization of the construct of object experience argues that it can be accessed by consumers through object-oriented anthropomorphism, a nonhuman-centric approach to evaluating the expressive roles objects play in interaction. Directions for future research are derived, and consumer researchers are invited to join a dialogue about the important themes underlying our framework.

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Citations

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Metadata

Authors
Hoffman, D. L., & Novak, T. P.
Affiliations
George Washington University (US)
Corresponding author
Hoffman, Donna L
Venue
Journal of Consumer Research
Publisher
Oxford University Press (OUP)
Published
2017-10-06
Volume
44
Issue
6
Pages
1178-1204
ISSN
  • 0093-5301 (ISSN-L)
  • 1537-5277
DOI
10.1093/jcr/ucx105
OpenAlex
W3124255990
Cited by
668
References
124
Citations by year
2026: 65 · 2025: 92 · 2024: 77 · 2023: 92 · 2022: 122 · 2021: 84 · 2020: 77 · 2019: 45 · 2018: 10 · 2017: 3
FWCI
66.82
Type
journal article
Language
en
Open access
closed
Licence
academic.oup.com/journals/pages/about_us/legal/notices (vor)
Locations
  • Journal of Consumer Research (publishedVersion)
  • RePEc: Research Papers in Economics (submittedVersion)
Topics
  • Social Sciences › Business, Management and Accounting › Marketing › Consumer Behavior in Brand Consumption and Identification
  • Physical Sciences › Computer Science › Human-Computer Interaction › Innovative Human-Technology Interaction
  • Social Sciences › Business, Management and Accounting › Marketing › AI in Service Interactions
Keywords
Internet of Things, customer experience, assemblage theory, object-oriented ontology, smart objects

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