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1 – 2 of 2Ada Maria Barone, Emanuela Stagno and Carmela Donato
The purpose of this paper is to test the effect that anthropomorphic framing (i.e. robot vs automatic machine) has on consumers’ responses in case of service failure…
Abstract
Purpose
The purpose of this paper is to test the effect that anthropomorphic framing (i.e. robot vs automatic machine) has on consumers’ responses in case of service failure. Specifically, the authors hypothesize that consumers hold an unconscious association between the word “robot” and agency and that the higher agency attributed to self-service machines framed as robots (vs automatic machines) leads, in turn, to a more positive service evaluation in case of service failure.
Design/methodology/approach
The authors have conducted four experimental studies to test the framework presented in this paper. In Studies 1a and 1b, the authors used an Implicit Association Test to test for the unconscious association held by consumers about robots as being intelligent machines (i.e. agency). In Studies 2 and 3, the authors tested the effect that framing technology as robots (vs automatic machines) has on consumers’ responses to service failure using two online experiments across different consumption contexts (hotel, restaurant) and using different dependent variables (service evaluation, satisfaction and word-of-mouth).
Findings
The authors show that consumers evaluate more positively a service failure involving a self-service technology framed as a robot rather than one framed as an automatic machine. They provide evidence that this effect is driven by higher perceptions of agency and that the association between technology and agency held by consumers is an unconscious one.
Originality/value
This paper investigates a novel driver of consumers’ perception of agency of technology, namely, how the technology is framed. Moreover, this study sheds light on consumers’ responses to technology’s service failure.
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Carmela Donato, Ada Maria Barone and Simona Romani
This research investigates the influence of package sustainability on food satiation perception.
Abstract
Purpose
This research investigates the influence of package sustainability on food satiation perception.
Design/methodology/approach
Research hypotheses were tested through three experimental studies.
Findings
Three experimental studies show that food quality is associated to higher perceived food satiation (preliminary study); that a food packaged in a sustainable package is perceived as more satiating than the same food packaged in a non-sustainable package and that this effect is explained by the higher perceived quality triggered by the presence of a sustainable package (Study 1); and that the positive relationship between higher perceived quality and perceived satiation is verified only for healthy but not for unhealthy foods (Study 2).
Originality/value
The present research advances knowledge on the highly debated issue of sustainable food packages. By proposing that consumers might perceive a healthy food presented in a sustainable package as more satiating, the authors show another extrinsic packaging cue modifying consumers' perception, namely package sustainability.
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