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1 – 10 of over 2000
Article
Publication date: 12 February 2024

Yiming Zhao, Yu Chen, Yongqiang Sun and Xiao-Liang Shen

The purpose of this study is to develop a framework for the perceived intelligence of VAs and explore the mechanisms of different dimensions of the perceived intelligence of VAs…

Abstract

Purpose

The purpose of this study is to develop a framework for the perceived intelligence of VAs and explore the mechanisms of different dimensions of the perceived intelligence of VAs on users’ exploration intention (UEI) and how these antecedents can collectively result in the highest level of UEI.

Design/methodology/approach

An online survey on Amazon Mechanical Turk is employed. The model is tested utilizing the structural equation modeling (SEM) and fuzzy-set qualitative comparative analysis (fsQCA) approach from the collected data of VA users (N = 244).

Findings

According to the SEM outcomes, perceptual, cognitive, emotional and social intelligence have different mechanisms on UEI. Findings from the fsQCA reinforce the SEM results and provide the configurations that enhanced UEI.

Originality/value

This study extends the conceptual framework of perceived intelligence and enriches the literature on anthropomorphism and users’ exploration. These findings also provide insightful suggestions for practitioners regarding the design of VA products.

Details

Internet Research, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1066-2243

Keywords

Article
Publication date: 11 October 2023

Jorge Carlos Fiestas Lopez Guido, Jee Won Kim, Peter T.L. Popkowski Leszczyc, Nicolas Pontes and Sven Tuzovic

Retailers increasingly endeavour to implement artificial intelligence (AI) innovations, such as humanoid social robots (HSRs), to enhance customer experience. This paper…

Abstract

Purpose

Retailers increasingly endeavour to implement artificial intelligence (AI) innovations, such as humanoid social robots (HSRs), to enhance customer experience. This paper investigates the interactive effect of HSR intelligence and consumers' speciesism on their perceptions of retail robots as sales assistants.

Design/methodology/approach

Three online experiments testing the effects of HSRs' intellectual intelligence on individuals' perceived competence and, consequently, their decision to shop at a retail store that uses HSRs as sales assistants are reported. Furthermore, the authors examine whether speciesism attenuates these effects such that a mediation effect is likely to be observed for individuals low in speciesism but not for those with high levels of speciesism. Data for all studies were collected on Prolific and analysed with SPSS to perform a logistic regression and PROCESS 4.0 (Hayes, 2022) for the mediation and moderated-mediation analysis.

Findings

The findings show that the level of speciesism moderates the relationship between HSR intellectual intelligence and perceived competence such that an effect is found for low but not for high HSR intelligence. When HSR intellectual intelligence is low, individuals with higher levels of speciesism (vs low) rate the HSR as less competent and display lower HSR acceptance (i.e. customers' decision to shop using retail robots as sales assistants).

Originality/value

This research responds to calls in research to adopt a human-like perspective to understand the compatibility between humans and robots and determine how personality traits, such as a person's level of speciesism, may affect the acceptance of AI technologies replicating human characteristics (Schmitt, 2019). To the best of the authors' knowledge, the present research is the first to examine the moderating role of speciesism on customer perceptions of non-human retail assistants (i.e. human-like and intelligent service robots). This study is the first to showcase that speciesism, normally considered a negative social behaviour, can positively influence individuals' decisions to engage with HSRs.

Details

Journal of Service Theory and Practice, vol. 34 no. 1
Type: Research Article
ISSN: 2055-6225

Keywords

Article
Publication date: 5 December 2023

Maosheng Yang, Juan Li, Lei Feng, Shih-Chih Chen and Ming-Lang Tseng

This research proposes and examines a theoretical model grounded in anthropomorphism theory considering the curvilinear and linear relationships between service robot…

Abstract

Purpose

This research proposes and examines a theoretical model grounded in anthropomorphism theory considering the curvilinear and linear relationships between service robot anthropomorphism and consumer usage intention and explores the mediating effect of perceived risk.

Design/methodology/approach

To examine the developed model, two complementary studies are designed. In Study 1, multi-time data of 511 participants show that service robot anthropomorphism inverts U-shaped (curvilinear) relationship on consumer usage intention and perceived risk mediates this curvilinear relationship. In Study 2, multi-source data of 460 volunteers are used to confirm the findings of Study 1 and examine that consumer empathy moderates the complex nonlinear effect of service robot anthropomorphism on perceived risk, and the indirect curvilinear effect of service robot anthropomorphism on consumer usage intention through perceived risk.

Findings

This research provides preliminary and yet important findings on how service robot anthropomorphism most likely is positively associated with consumer usage intention, i.e. the positively influence mechanism of service robot anthropomorphism on consumer usage intention.

Originality/value

This research provides preliminary and yet important findings on how service robot anthropomorphism most likely is positively associated with consumer usage intention, i.e. the positively influence mechanism of service robot anthropomorphism on consumer usage intention.

Details

Industrial Management & Data Systems, vol. 124 no. 2
Type: Research Article
ISSN: 0263-5577

Keywords

Article
Publication date: 7 February 2023

Rajasshrie Pillai, Yamini Ghanghorkar, Brijesh Sivathanu, Raed Algharabat and Nripendra P. Rana

AI-based chatbots are revamping employee communication in organizations. This paper examines the adoption of AI-based employee experience chatbots by employees.

4005

Abstract

Purpose

AI-based chatbots are revamping employee communication in organizations. This paper examines the adoption of AI-based employee experience chatbots by employees.

Design/methodology/approach

The proposed model is developed using behavioral reasoning theory and empirically validated by surveying 1,130 employees and data was analyzed with PLS-SEM.

Findings

This research presents the “reasons for” and “reasons against” for the acceptance of AI-based employee experience chatbots. The “reasons for” are – personalization, interactivity, perceived intelligence and perceived anthropomorphism and the “reasons against” are perceived risk, language barrier and technological anxiety. It is found that “reasons for” have a positive association with attitude and adoption intention and “reasons against” have a negative association. Employees' values for openness to change are positively associated with “reasons for” and do not affect attitude and “reasons against”.

Originality/value

This is the first study exploring employees' attitude and adoption intention toward AI-based EEX chatbots using behavioral reasoning theory.

Details

Information Technology & People, vol. 37 no. 1
Type: Research Article
ISSN: 0959-3845

Keywords

Article
Publication date: 10 November 2023

Kara Chan

The purpose of this paper is to explore the marketing opportunities for after-school educational services in the Chinese context by examining children’s perceptions of…

Abstract

Purpose

The purpose of this paper is to explore the marketing opportunities for after-school educational services in the Chinese context by examining children’s perceptions of intelligence using visual methodology.

Design/methodology/approach

Altogether 30 Chinese children aged 9–12 studying in grades four to six were asked to draw what comes to mind for two statements: “This is an intelligent child” and “This is a child of average intelligence.” After doing the drawings, the children were interviewed face-to-face to answer questions about the personalities and social relationships of the children depicted in the two drawings that they had produced.

Findings

A child described as intelligent was imagined wearing glasses, studying hard and obtaining excellent academic results. A child described as of average intelligence was imagined as having many friends, playing a lot and experiencing tension with parents over studies. Participants had a restrictive view of intelligence and associated intelligence with academic success. They endorsed both a growth mindset and a fixed mindset of intelligence. On the one hand, they endorsed a growth mindset of intelligence as they associated intelligence with personal efforts and practices. On the other hand, participants endorsed a fixed mindset of intelligence as they tended to avoid challenges and appeared to be threatened by the success of others. Participants imagined that an intelligent child would experience poor relationships with friends.

Research limitations/implications

The findings were based on a nonprobability small sample. The study did not investigate the socialization process of such perceptions.

Practical implications

Educational services and nonschool activity service providers can position themselves as agents to help students develop meta-analytical skills in embracing challenging tasks. Marketers can develop courses and learning materials that teach children different learning strategies. They can use incentives to encourage persistence and resilience in meeting challenges. This study uncovered the emotional and social needs of intelligent children. A new market segment was identified that targets children with high intelligence. Educational service providers can design curricula and activities to support high-performing children in developing empathy and good communication skills. Educators can assist those who perform well academically to nurture genuine friendships and improve social relations with peers.

Social implications

The prevalence of the private tutoring industry in the Chinese context may introduce educational disparity, as families with low resources will not be able to afford these services. Nonprofit organizations can provide similar educational services at a low cost to bridge the gap. The narrow view of intelligence expressed by participants, and their lack of awareness of the wide range of types of intelligence, indicates that education service providers can develop the confidence of a child with average intelligence through appreciation of his or her unique talents beyond academic achievements.

Originality/value

This study explores attributes associated with intelligence among Chinese children using an innovative visual method. The marketing implications can apply to other societies where the after-school tuition market is prevalent.

Details

Young Consumers, vol. 25 no. 2
Type: Research Article
ISSN: 1747-3616

Keywords

Article
Publication date: 20 January 2023

Rajasshrie Pillai, Brijesh Sivathanu, Bhimaraya Metri and Neeraj Kaushik

The purpose of this paper is to investigate students' adoption intention (ADI) and actual usage (ATU) of artificial intelligence (AI)-based teacher bots (T-bots) for learning…

2098

Abstract

Purpose

The purpose of this paper is to investigate students' adoption intention (ADI) and actual usage (ATU) of artificial intelligence (AI)-based teacher bots (T-bots) for learning using technology adoption model (TAM) and context-specific variables.

Design/methodology/approach

A mixed-method design is used wherein the quantitative and qualitative approaches were used to explore the adoption of T-bots for learning. Overall, 45 principals/directors/deans/professors were interviewed and NVivo 8.0 was used for interview data analysis. Overall, 1,380 students of higher education institutes were surveyed, and the collected data was analyzed using the Partial Least Squares Structural Equation Modeling (PLS-SEM) technique.

Findings

The T-bot's ADI’s antecedents found were perceived ease of use, perceived usefulness, personalization, interactivity, perceived trust, anthropomorphism and perceived intelligence. The ADI influences the ATU of T-bots, and its relationship is negatively moderated by stickiness to learn from human teachers in the classroom. It comprehends the insights of senior authorities of the higher education institutions in India toward the adoption of T-bots.

Practical implications

The research provides distinctive insights for principals, directors and professors in higher education institutes to understand the factors affecting the students' behavioral intention and use of T-bots. The developers and designers of T-bots need to ensure that T-bots are more interactive, provide personalized information to students and ensure the anthropomorphic characteristics of T-bots. The education policymakers can also comprehend the factors of T-bot adoption for developing the policies related to T-bots and their implications in education.

Originality/value

T-bot is a new disruptive technology in the education sector, and this is the first step in exploring the adoption factors. The TAM model is extended with context-specific factors related to T-bot technology to offer a comprehensive explanatory power to the proposed model. The research outcome provides the unique antecedents of the adoption of T-bots.

Details

Information Technology & People, vol. 37 no. 1
Type: Research Article
ISSN: 0959-3845

Keywords

Article
Publication date: 5 January 2023

Rong-Rong Lin and Jung-Chieh Lee

Artificial intelligence (AI) has been widely used as a financial technology (fintech) in the mobile banking (M-banking) domain. However, in the literature, how AI affects users'…

1192

Abstract

Purpose

Artificial intelligence (AI) has been widely used as a financial technology (fintech) in the mobile banking (M-banking) domain. However, in the literature, how AI affects users' perceptions of social support and the users' satisfaction and continuance intention (CI) remains unknown. To fill this gap, the two core characteristics of AI, perceived intelligence (PI) and perceived anthropomorphism (PA), are combined with social support theory (SST) (including informational support (IS) and emotional support (ES)) to develop a research model to investigate how PI and PA affect IS and ES, which in turn affect users’ M-banking satisfaction and CI.

Design/methodology/approach

This study adopted a random probability sampling method to collect a total of 360 valid responses to verify the proposed model. Partial least squares (PLS) was employed for data analysis.

Findings

The results showed that PI and PA both have a significant positive impact on consumers' perception of social support (IS and ES). IS was a direct driver of satisfaction and CI. Surprisingly, although ES was positively associated with satisfaction, the study found that higher levels of ES will decrease CI. This study exposed how AI affects consumers’ satisfaction and CI through SST, and the role of AI in M-banking applications has been further confirmed.

Originality/value

This study expanded the SST to creatively integrate with AI features to reveal the impact of PI and PA on IS and ES, which in turn influence users' M-banking usage.

Details

Aslib Journal of Information Management, vol. 76 no. 2
Type: Research Article
ISSN: 2050-3806

Keywords

Article
Publication date: 20 November 2023

Xiaoxiao Song, Yunpeng Li, Xi Yu Leung and Dong Mei

Drawing on anthropomorphism and the stereotype content model, this study aims to explore the impacts of robot anthropomorphism on hotel guests’ word of mouth and continuous usage…

Abstract

Purpose

Drawing on anthropomorphism and the stereotype content model, this study aims to explore the impacts of robot anthropomorphism on hotel guests’ word of mouth and continuous usage intention through perceived warmth and competence. This study also investigates the moderating effects of guests’ expertise.

Design/methodology/approach

A total of 524 valid data was collected with Chinese hotel guest through an online survey. Data were analyzed by using structural equation modeling.

Findings

The results indicate that robot anthropomorphism positively affects perceived warmth and competence. Perceived warmth positively affects guests’ word of mouth and continuous usage intention, while perceived competence only positively influences guests’ continuous usage intention. The findings further show that guest expertise weakens the positive relationship between robot anthropomorphism and perceived warmth and competence.

Originality/value

This study advances robot service literature by integrating the stereotype content model with robot anthropomorphism in exploring hotel guests’ perceptions on service robots. This study also discovers the vital boundary role of guest characteristics in human–robot interaction. This study provides valuable information for hoteliers to design and adopt better robots for optimal guest experiences.

目的

基于拟人化和刻板印象内容模型, 本研究探讨了机器人拟人化通过感知温暖和感知能力对酒店客人的口碑和持续使用意向的影响。此外, 本研究也探讨了客人专业知识的调节作用。

设计/方法/途径

通过在线调查问卷, 我们共收集了来自中国酒店客人的524份有效数据, 并采用结构方程模型对这些数据进行了分析。

结果

研究结果表明, 机器人拟人化积极影响感知温暖和感知能力。感知温暖会对客人的口碑和持续使用意向产生积极影响, 而感知能力只对客人的持续使用意向产生积极影响。研究结果进一步表明, 客人的专业知识会削弱机器人拟人化与感知温暖和能力之间的积极关系。

原创性/价值

为了探索酒店客人对服务机器人的感知(状况/情况), 本研究将机器人拟人化因素整合到刻板印象内容模型中, 其结果推动了机器人服务研究的发展。本研究还发现了客人特征在人机互动中的重要边界作用。本研究为酒店经营者设计和采用更好的机器人以获得最佳的客人体验提供了有价值的参考。

Diseño/metodología/enfoque

Se recopiló datos válidos de un total de 524 clientes de hoteles chinos mediante una encuesta en línea. Los datos fueron analizados mediante un modelo de ecuaciones estructurales.

Objetivo

Basándose en el antropomorfismo y en el modelo de contenido estereotipado, este estudio explora el impacto del antropomorfismo de los robots en el boca a boca de los clientes del hotel y en la intención de uso continuado a través de la calidez y la competencia percibidas. El estudio investiga también los efectos moderadores de la experiencia de los huéspedes.

Conclusiones

Los resultados indican que el antropomorfismo del robot afecta positivamente a la calidez y a la competencia percibidas. La calidez percibida influye positivamente en el boca a boca y en la intención de uso continuado de los huéspedes, mientras que la competencia percibida sólo influye positivamente en la intención de uso continuado de los huéspedes. Los resultados muestran, además, que la experiencia del cliente debilita la relación positiva entre el antropomorfismo del robot y la percepción de calidez y de competencia.

Originalidad/valor

Este estudio supone un avance en la literatura sobre robots de servicio al integrar el modelo de contenido estereotipado con el antropomorfismo de los robots, en la exploración de las percepciones de los huéspedes de hoteles sobre los robots de servicio. Este estudio también muestra el papel vital que desempeñan las características de los huéspedes en la interacción humano-robot. El estudio proporciona información valiosa para que los hoteleros diseñen y adopten mejores robots para ofrecer experiencias óptimas a los huéspedes.

Article
Publication date: 15 February 2024

Alireza Amini, Seyyedeh Shima Hoseini, Arash Haqbin and Mozhgan Danesh

A better understanding of the characteristics and capabilities of women entrepreneurs can significantly improve their chances of success. Therefore, three studies were conducted…

Abstract

Purpose

A better understanding of the characteristics and capabilities of women entrepreneurs can significantly improve their chances of success. Therefore, three studies were conducted for this exploratory paper. We have discovered the characteristics of entrepreneurial intelligence among female entrepreneurs through semi-structured interviews based on conventional content analysis. According to the second study, qualitative meta-synthesis was utilized to identify characteristics of women's entrepreneurial intelligence at the international level. As a third study, we examined the evolutionary relationships of entrepreneurs' intelligence components following the discovery and creation of opportunities.

Design/methodology/approach

The present paper was based on three studies. In the first study, 15 female entrepreneurs were interviewed using purposive sampling in the Guilan province of Iran to identify the characteristics of entrepreneurial intelligence at the national level. An inductive content analysis was performed on the data collected through interviews. Using Shannon entropy and qualitative validation, their validity was assessed. In the second study, using a qualitative meta-synthesis, the characteristics of women's entrepreneurial intelligence were identified. Then the results of these two studies were compared with each other. In the third study, according to the results obtained from the first and second studies, the emergence, priority and evolution of entrepreneurial intelligence components in two approaches to discovering and creating entrepreneurial opportunities were determined. For this purpose, interviews were conducted with 12 selected experts using the purposeful sampling method using the fuzzy total interpretive structural modeling (TISM) method.

Findings

In the first research, this article identified the components of entrepreneurial intelligence of women entrepreneurs in six categories: entrepreneurial insights, cognitive intelligence, social intelligence, intuitive intelligence, presumptuous intelligence and provocative intelligence. In the second study, the components of entrepreneurial intelligence were compared according to the study at the national level and international literature. Finally, in the third study, the evolution of the components of entrepreneurial intelligence was determined. In the first level, social intelligence, presumptuous intelligence and provocative intelligence are formed first and social intelligence and provocative intelligence have an interactive relationship. In the second level, entrepreneurial insight and cognitive intelligence appear, which, in addition to their interactive relationship, take precedence over the entrepreneur's intuitive intelligence in discovering entrepreneurial opportunities. With the evolution of the components of entrepreneurial intelligence in the opportunity creation approach, it is clear that intuitive intelligence is formed first at the first level and takes precedence. At the second level, there is cognitive intelligence is created. At the third level, motivational intelligence and finally, at the last level, entrepreneurial insight, social intelligence and bold intelligence.

Originality/value

This study has the potential to discover credible and robust approaches for further examining the contextualization of women's entrepreneurial intelligence at both national and international levels, thereby advancing new insights. By conceptualizing various components of entrepreneurial intelligence for the first time and exploring how contextual factors differ across nations and internationally for women's entrepreneurship, this paper challenges the assumption that the characteristics of women's entrepreneurial intelligence are uniform worldwide. It also depicts the evolution of the components of entrepreneurial intelligence.

Details

Marketing Intelligence & Planning, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0263-4503

Keywords

Article
Publication date: 18 January 2024

Yi Li, Xinyu Zhou, Xia Jiang, Fan Fan and Bo Song

This study aims to compares the effects of different human-like appearances (low vs. medium vs. high) of service robots (SRs) on consumer trust in service robots (CTSR), examines…

Abstract

Purpose

This study aims to compares the effects of different human-like appearances (low vs. medium vs. high) of service robots (SRs) on consumer trust in service robots (CTSR), examines the mediating role of perceived warmth (WA) and perceived competence (CO) and demonstrates the moderating role of culture and service setting.

Design/methodology/approach

The research design includes three scenario-based experiments (Chinese hotel setting, American hotel setting, Chinese hospital setting).

Findings

Study 1 found SR’s human-like appearance can arouse perceived anthropomorphism (PA), which positively affects CTSR through parallel mediators (WA and CO). Study 2 revealed consumers from Chinese (vs. American) culture had higher CTSR. Study 3 showed consumers had higher WA and CO for SRs in the credence (vs. experience) service setting. The authors also had an exploratory analysis of the uncanny valley phenomenon.

Practical implications

The findings have practical implications for promoting the diffusion of SRs in the hospitality industry. Managers can increase CTSR by augmenting the anthropomorphic design of SRs; however, they must consider the differences in this effect across all service recipients (consumers from different cultures) and service settings.

Originality/value

The authors introduce WA and CO as mediators between PA and CTSR and set the culture and service setting as moderators.

Details

International Journal of Contemporary Hospitality Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0959-6119

Keywords

1 – 10 of over 2000