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Cited by 1,197AI in Service InteractionsSocial Robot Interaction and HRIConsumer Behavior in Brand Consumption and Identification

The DOI matches its Crossref record; 113 of the 113 references it cites were found in a registry or an index.

Service Robots Rising: How Humanoid Robots Influence Service Experiences and Elicit Compensatory Consumer Responses

Open access
Mende, Martin, Scott, Maura L., van Doorn, Jenny, Grewal, Dhruv, Shanks, Ilana·2019·Journal of Marketing Research
DOI 10.1177/0022243718822827
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Abstract

Interactions between consumers and humanoid service robots (HSRs; i.e., robots with a human-like morphology such as a face, arms, and legs) will soon be part of routine marketplace experiences. It is unclear, however, whether these humanoid robots (compared with human employees) will trigger positive or negative consequences for consumers and companies. Seven experimental studies reveal that consumers display compensatory responses when they interact with an HSR rather than a human employee (e.g., they favor purchasing status goods, seek social affiliation, and order and eat more food). The authors investigate the underlying process driving these effects, and they find that HSRs elicit greater consumer discomfort (i.e., eeriness and a threat to human identity), which in turn results in the enhancement of compensatory consumption. Moreover, this research identifies boundary conditions of the effects such that the compensatory responses that HSRs elicit are (1) mitigated when consumer-perceived social belongingness is high, (2) attenuated when food is perceived as more healthful, and (3) buffered when the robot is machinized (rather than anthropomorphized).

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Research works printed but not linked: 6

  1. 10.1177/002224379703400304 · DOI
  2. Diller Antoni, 2011, How to Detect an Android
  3. Frey Carl Benedikt, Osborne Michael A. (2013), “The Future of Employment: How Susceptible Are Jobs to Computerization,” working paper, Oxford Martin School, University of Oxford.
  4. Kanda Takayuki, 2013, Human–Robot Interaction in Social Robotic
  5. Kätsyri Jari, 2015, Frontiers in Psychology, 6, 390
  6. Rubin Charles T., 2003, The New Atlantis, 88

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Metadata

Authors
Mende, M., Scott, M. L., van Doorn, J., Grewal, D., & Shanks, I.
Affiliations
Florida State University (US)
Corresponding author
Mende, Martin
ORCID
Venue
Journal of Marketing Research
Publisher
SAGE Publications
Published
2019-04-22
Volume
56
Issue
4
Pages
535-556
ISSN
  • 0022-2437 (ISSN-L)
  • 1547-7193
DOI
10.1177/0022243718822827
OpenAlex
W2941128398
Cited by
1,197
References
111
Citations by year
2026: 213 · 2025: 236 · 2024: 210 · 2023: 173 · 2022: 168 · 2021: 109 · 2020: 70 · 2019: 18
FWCI
41.64
Type
journal article
Language
en
Open access
Licence
Locations
  • Journal of Marketing Research (publishedVersion)
  • University of Groningen research database (University of Groningen / Centre for Information Technology) (submittedVersion, other-oa)
Funders
Marketing Science Institute
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 › Consumer Behavior in Brand Consumption and Identification
Keywords
humanoid service robots, compensatory consumption, eeriness, status goods, social affiliation, dietary intake, anthropomorphism, social belonging, service experience

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