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- W2941128398 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)." @default.
- W2941128398 created "2019-05-03" @default.
- W2941128398 creator A5001546460 @default.
- W2941128398 creator A5015388623 @default.
- W2941128398 creator A5059235723 @default.
- W2941128398 creator A5063361799 @default.
- W2941128398 creator A5076693618 @default.
- W2941128398 date "2019-04-22" @default.
- W2941128398 modified "2023-10-11" @default.
- W2941128398 title "Service Robots Rising: How Humanoid Robots Influence Service Experiences and Elicit Compensatory Consumer Responses" @default.
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