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The purpose of this research is to examine the effects of actions recommended by researchers for firms to encourage complaint voicing, and test the proposition that complaining by dissatisfied consumers would increase if only firms would make it easier to complain.

An experimental study assessed consumer reactions to scenarios in which a retailer made it easier or harder to complain by varying its refund policy, employee empowerment, access to call center representatives, and in‐store hassles to return merchandise. Consumers in an online panel completed questionnaires measuring perceived effort, likelihood of success, and complaint intentions.

Complaint‐friendly policies produced perceptions of lower anticipated difficulty and increased chances of successful redress. However, only lenient refund policy significantly influenced complaint voicing intentions. While most policies designed to make complaining easier had limited impact on complaint voicing, measured perceptions of complaint difficulty were significant predictors of complaining intentions.

In future studies, researchers should examine these variables in non‐retail settings where getting a refund does not dominate the consumer's decision to voice a complaint.

The results call into question the proposition that complaint voicing would increase if only firms would make complaining easier. Managers should focus on assuring customers of liberal refund policies if they complain.

By focusing on actions that the firm can undertake to improve the probability of consumer complaining, this paper departs from the literature on antecedents of complaining behavior, which has focused on individual difference factors that affect the probability of complaining, variables that lie outside managerial control.

Voice assistant technology represents one of the most radical artificial intelligence innovations. Drawing on the processing fluency theory and consumer learning literature, this study aims to explore how consumer acceptance of new products is influenced by voice assistant function (VAF), along with the impacts of role clarity and learning modality.

Four between-subjects experimental studies were conducted. Study 1 tested the main effect of VAF on consumer acceptance. Study 2 included role clarity as a mediator between VAF and consumer acceptance. Study 3 examined the moderation effect of learning modality and contrasted the effectiveness of experiential and verbal learning in helping increase consumer acceptance. Study 4, as a post hoc study, tested serial mediations to validate whether processing fluency was indeed the mechanism explaining the indirect relationship between VAF and consumer acceptance via role clarity.

The negative impact of VAF on consumer acceptance was demonstrated in all four studies. Studies 2 and 3 showed VAF decreased role clarity which further influenced consumer acceptance. Moreover, Study 3 evidenced that experiential learning was more effective than verbal learning in increasing consumer acceptance of voice-assisted products via role clarity. Study 4 demonstrated that VAF decreased role clarity, which in turn decreased processing fluency, leading to lower consumer acceptance.

This research views the usage of voice-assisted products as a coproduction process between consumers and the VAF. Accordingly, findings provide novel insights into processing fluency of tasks assisted by VAF through the lens of role clarity and learning modality, which enriches the understanding of potential barriers and opportunities for consumers to accept voice-assisted products.

This paper aims to examine the relationships between consumer advocacy and consumer complaining behaviors such as voicing and negative word‐of‐mouth in the context of dissatisfactory service experiences.

Using an experimental design embedded in a survey methodology, the authors examine the relationship between consumer advocacy and the likelihood for complaining about dissatisfactory service experiences among adult US consumers. Additionally, the authors examine the differences between likelihood for voicing and negative word‐of‐mouth (NWOM) in the context of dissatisfactory service experiences at varying levels of service encounter failure.

The authors find that consumer advocacy is positively related to consumer complaining (i.e. voicing and NWOM), and that likelihood of NWOM is consistently greater than likelihood of voicing.

This study uses a convenience sample of US adult consumers, which could compromise generalizability of the results to broader consumer populations.

Based on these results, the authors suggest that companies and consumer protection agencies appeal to consumers' advocacy tendencies to facilitate voicing so problems can be quickly identified and resolved, and the negative word‐of‐mouth can be minimized.

This study is the first attempt known to authors to link consumer advocacy to complaining behaviors in the marketplace.

Customer reaction to failure is of essential importance and varies by level of involvement with products and services. Thus, the purpose of this paper is to use the FCB grid to examine effects of involvement and emotion on failure of products and services. It also explores effects of negative word-of-mouth, consumer advocacy, customer voicing and gender on the so-called silent killers.

A 2 (male or female)×4 (high and low involvement, feelings, thinking in FCB grid) between-subjects experiment on 311 college students, who have recently experienced product failure, is performed.

Results reveal that customers with different levels of involvement react differently to product failure. Furthermore, low-involvement products are more likely to develop silent killers. The results also show that silent killer is more common among men.

To the best of the authors’ knowledge, no similar study is performed on the relationship between involvement and failure of products or services. In addition, this attempt is the first quantitative study to examine the phenomenon of silent killers in this field.

This study examines how the locus of agency of brands' artificial intelligence (AI)–powered voice assistants (VAs) could lead to brand loyalty through perceived control, flow and consumer happiness under the moderating influences of brand image and voice congruity.

This study conducted a 2 (locus of agency: high vs. low) by 2 (brand image-voice congruity: congruent vs. incongruent) between-subjects experimental design. MANOVA, ANOVA and structural equation modeling (SEM) were conducted to test the hypothesized model.

ANOVA results revealed that human-centric (vs. machine-centric) agency led to higher perceived control. The interaction effect was significant, indicating the importance of congruency between brand image and VAs' voices. SEM results confirmed that perceived control predicted brand loyalty fully mediated by flow experience and consumer happiness.

This study provides evidence that the positive technology paradigm could carve out a new path in existing literature on AI-powered devices by showing the potential of a smart device as a tool for improving consumer–brand relationships and enriching consumers' well-being.

This study aims to identify and explore different risk typologies associated with consumer acceptance of purchase recommendations from voice assistants (VAs).

Drawing on components of perceived risk, consumer trust theory, and consumption value theory, a research model was proposed and tested using structural equation modeling (SEM) with data from 482 voice shoppers.

The results reveal that, unlike risks associated with physical harm, privacy breaches, and security threats, a variety of other concerns—including financial, psychological, social, performance-related risks, time loss, and the overall perceived risks—significantly influence consumers' willingness to accept VAs purchase recommendations. The effect is mediated by trust in VA purchase recommendations and their perceived value. Different types of risk affect various consumption values, with functional value being the most influential. The model explains 58.6% of the variance in purchase recommendation acceptance and significantly elucidates the variance in all consumption values.

This study contributes crucial knowledge to understanding consumer decision-making processes as they increasingly leverage AI-powered voice-based dialogue platforms for online purchasing. It emphasizes recognizing diverse risk typologies associated with VA purchase recommendations and their impact on consumer purchase behavior. The findings offer insights for marketing managers seeking to navigate the challenges posed by consumers' perceived risks while leveraging VAs as an integral component of modern shopping environments.

To enhance customer experiences, firms are increasingly adding human-like features to their self-service technology (SST) machines. To that end, the purpose of the present study is to examine customer interactions with an anthropomorphic machine in a service failure context. Specifically, the authors investigate the joint effects of machine voice, an individual’s sense of power and the presence of other customers in influencing customers’ switching intentions following an SST failure.

In this study, the authors used a quasi-experimental design in which they manipulated voice type (anthropomorphic vs robotic) and the presence of other customers (present vs absent) in video-based scenarios while measuring customers’ sense of power. The scenarios reflected a service failure experience with a self-service kiosk at an airport. The authors tested the hypotheses using PROCESS analyses with the Johnson–Neyman technique.

Consumer reactions to SST failures vary depending on the degree of anthropomorphism associated with an SST machine, an individual’s sense of power and the presence of other customers.

Field inquiry and an investigation in other SST contexts or of other anthropomorphic features are needed to generalize the findings.

Service providers targeting powerful consumers should consider the social presence of others when incorporating anthropomorphic features into their SST facilities.

This study is the first to examine consumer responses to service failures in an anthropomorphic SST context.

This paper aims to offer both a practical and reflective stance on a longitudinal multi-method interpretive consumer research project carried out with tween girls.

This multi-layered approach to data collection, involving qualitative diaries, accompanied shopping trips, e-collages and in-depth interviews, addresses the need, as articulated by Morrow and Richards (1996, p. 96) to “move away from the narrow focus of socialization and child development” toward a research approach that prioritizes children’s own experiences of their lives as children, thereby reconsidering the richness of children’s voices.

In line with those whose work seeks to privilege children’s knowledge of the world they inhabit while also emphasizing the need, as in the case of adult “doing” to place that existence within its broader social context (Russell and Tyler, 2005, p. 227), diaries, in-depth interviews, shopping trips, e-collages and researcher diaries were used to access the world of these social neophytes as they mediate their social worlds through the ever pervasive prism of consumer culture. The light and shade of their worlds cannot be captured by adult-oriented perspectives on research which assume that young consumers are incompetent, worthy of debate merely to ascertain levelness of agency or of interest merely to quantify degrees of participation in and comprehension of the semiotic markers of our consumer society.

Only female consumers were involved in this study which underlines the need to engage with both genders when it comes to researching young consumers.

This paper offers a tangible contribution to the movement of research toward understanding young consumers’ worlds through engagement with multi-layered discourses and representations.

This multi-layered, multi-method research project acknowledges the enthralling complexity of these young consumers’ social worlds, giving a richness and immediacy to their accounts of the compelling intimacy between young adolescent identity and the marketplace.

This paper aims to document how AI has changed the way consumers make decisions and propose how that change impacts services marketing, service research and service management.

A review of the literature, documentation of sales and customer service experiences support the evolution of bot-driven consumer decision-making, proposing the bot-driven service platform as a key component of the service experience.

Today the focus is on convenience, the less time and effort, the better. The authors propose that AI has taken convenience to a new level for consumers. By using bots as their service of choice, consumers outsource their decisions to algorithms, hence give little attention to traditional consumer decision-making models and brand emphasis. At the moment, this is especially true for low involvement types of decisions, but high involvement decisions are on the cusp of delegating to AI. Therefore, management needs to change how they view consumers’ decision-making-processes and how services are being managed.

In an AI-convenience driven service economy, the emphasis needs to be on search ranking or warehouse stock, rather than the traditional drivers of brand values such as service quality. Customer experience management will shift from interaction with products and services toward interactions with new service platforms such as AI, bots. Hence, service marketing, as the authors know it might be in decline and be replaced by an efficient complex attribute computer decision-making model.

The change in consumer behavior leads to a change in the service marketing approach needed in the world of AI. The bot, the new service platform is now in charge of search and choice for many purchase situations.

Aims to examine consumer politeness, an interaction style that may prevent a dissatisfied customer from complaining about a negative service encounter, and seeks to determine the relationship between politeness and the propensity to engage in various types of complaining behavior.

Two surveys served to develop and validate a scale for measuring politeness and tested the relationship between consumer politeness and complaining behavior. The specific items for the politeness scale were developed based on the distinction between negative and positive politeness as described by politeness theory.

The results suggest an inverse relationship between politeness and complaining behavior. The studies also find that polite and impolite consumers do not necessarily engage in the same types of complaining behavior.

In future studies, researchers may consider examining the conditions under which polite consumers do and do not voice complaints. Researchers may also consider investigating the possibility of a relationship between politeness and the opposite of complaining behavior, i.e. complimenting behavior.

Given that voice offers managers an opportunity to identify and then remedy problems, they should look for non‐threatening ways to encourage consumers to engage in this behavior. Managers may, for example, consider using positive politeness as a means for soliciting complaints.

This study introduces a sociolinguistic construct to help explain propensity to engage in complaining behavior. As such, it serves to identify and isolate one of the challenges managers face in addressing consumer complaints across a variety of service industries.