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Humanlike service robots: A systematic literature review and research agenda
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Outgoing claims: the papers this work cites, builds on, or argues with.
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inferredcites →https://doi.org/10.1002/mar.21882openalex-snapshot
Chatbots in frontline services and customer experience: An anthropomorphism perspective
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Consumers' responses to personalized service from medical artificial intelligence and human doctors
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Artificial Intelligence and Declined Guilt: Retailing Morality Comparison Between Human and AI
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The impact of anthropomorphism on customer satisfaction in chatbot commerce: an experimental study in the food sector
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Impact of Digital Assistant Attributes on Millennials’ Purchasing Intentions: A Multi-Group Analysis using PLS-SEM, Artificial Neural Network and fsQCA
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inferredcites →https://doi.org/10.1007/s11002-019-09485-9openalex-snapshot
Eliza in the uncanny valley: anthropomorphizing consumer robots increases their perceived warmth but decreases liking
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AI increases unethical consumer behavior due to reduced anticipatory guilt
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inferredcites →https://doi.org/10.1007/s11747-022-00862-xopenalex-snapshot
Robots do not judge: service robots can alleviate embarrassment in service encounters
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AI-based chatbots in customer service and their effects on user compliance
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Challenges in re-designing operations and jobs to embody AI and robotics in services. Findings from a case in the hospitality industry
inferredcites →https://doi.org/10.1016/j.annals.2022.103383openalex-snapshot
Humanoid versus non-humanoid robots: How mortality salience shapes preference for robot services under the COVID-19 pandemic?
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Exploring the effect of humor in robot failure
inferredcites →https://doi.org/10.1016/j.chb.2008.12.025openalex-snapshot
Effects of communication style and culture on ability to accept recommendations from robots
inferredcites →https://doi.org/10.1016/j.chb.2014.05.014openalex-snapshot
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Living up to the chatbot hype: The influence of anthropomorphic design cues and communicative agency framing on conversational agent and company perceptions
inferredcites →https://doi.org/10.1016/j.chb.2019.01.020openalex-snapshot
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inferredcites →https://doi.org/10.1016/j.chb.2020.106520openalex-snapshot
Who gets the blame for service failures? Attribution of responsibility toward robot versus human service providers and service firms
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inferredcites →https://doi.org/10.1016/j.chb.2021.106855openalex-snapshot
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inferredcites →https://doi.org/10.1016/j.chb.2021.106870openalex-snapshot
Unveiling the complexity of consumers’ intention to use service robots: An fsQCA approach
inferredcites →https://doi.org/10.1016/j.chb.2021.106945openalex-snapshot
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inferredcites →https://doi.org/10.1016/j.chb.2022.107513openalex-snapshot
Someone out there? A study on the social presence of anthropomorphized chatbots
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Do lonely people seek robot companionship? A comparative examination of the Loneliness–Robot anthropomorphism link in the United States and China
inferredcites →https://doi.org/10.1016/j.futures.2018.01.004openalex-snapshot
Taking the fiction out of science fiction: (Self-aware) robots and what they mean for society, retailers and marketers
inferredcites →https://doi.org/10.1016/j.ijhcs.2022.102788openalex-snapshot
Understanding the user experience of customer service chatbots: An experimental study of chatbot interaction design
inferredcites →https://doi.org/10.1016/j.ijhm.2019.01.005openalex-snapshot
Developing and validating a service robot integration willingness scale
inferredcites →https://doi.org/10.1016/j.ijhm.2019.03.026openalex-snapshot
“How may i help you?” Says a robot: Examining language styles in the service encounter
inferredcites →https://doi.org/10.1016/j.ijhm.2020.102823openalex-snapshot
Leveraging “human-likeness” of robotic service at restaurants
inferredcites →https://doi.org/10.1016/j.ijhm.2022.103166openalex-snapshot
When Female (Male) Robot Is Talking To Me: Effect of service robots’ gender and anthropomorphism on customer satisfaction
inferredcites →https://doi.org/10.1016/j.ijhm.2022.103310openalex-snapshot
Are consumers more attracted to restaurants featuring humanoid or non-humanoid service robots?
inferredcites →https://doi.org/10.1016/j.ijhm.2022.103312openalex-snapshot
The nonlinear effect of service robot anthropomorphism on customers’ usage intention: A privacy calculus perspective
inferredcites →https://doi.org/10.1016/j.ijhm.2022.103358openalex-snapshot
Is it the best for barista robots to serve like humans? A multidimensional anthropomorphism perspective
inferredcites →https://doi.org/10.1016/j.ijhm.2023.103603openalex-snapshot
The negative effect of service robots’ affective human-likeness on consumer satisfaction in frontline service encounters
inferredcites →https://doi.org/10.1016/j.ijhm.2024.103723openalex-snapshot
Is her (his) gender matched or not matched with me? Gender (dis)match effect between customers and gendered service robots
inferredcites →https://doi.org/10.1016/j.ijinfomgt.2019.03.008openalex-snapshot
Consumers acceptance of artificially intelligent (AI) device use in service delivery
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Effects of gender congruity in human-robot service interactions: The moderating role of masculinity
inferredcites →https://doi.org/10.1016/j.ipm.2022.102940openalex-snapshot
Human vs. AI: Understanding the impact of anthropomorphism on consumer response to chatbots from the perspective of trust and relationship norms
inferredcites →https://doi.org/10.1016/j.jbusres.2019.07.039openalex-snapshot
Literature review as a research methodology: An overview and guidelines
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Customer service chatbots: Anthropomorphism and adoption
inferredcites →https://doi.org/10.1016/j.jbusres.2020.08.058openalex-snapshot
Understanding consumers’ acceptance of automated technologies in service encounters: Drivers of digital voice assistants adoption
inferredcites →https://doi.org/10.1016/j.jbusres.2020.11.006openalex-snapshot
Artificial intelligence and the new forms of interaction: Who has the control when interacting with a chatbot?
inferredcites →https://doi.org/10.1016/j.jbusres.2020.12.051openalex-snapshot
Enhancing chatbot effectiveness: The role of anthropomorphic conversational styles and time orientation
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The effect of gender stereotypes on artificial intelligence recommendations
inferredcites →https://doi.org/10.1016/j.jbusres.2022.01.012openalex-snapshot
Engaging the Avatar: The effects of authenticity signals during chat-based service recoveries
inferredcites →https://doi.org/10.1016/j.jbusres.2022.03.087openalex-snapshot
The role of the human-robot interaction in consumers’ acceptance of humanoid retail service robots
inferredcites →https://doi.org/10.1016/j.jbusres.2022.04.068openalex-snapshot
Customer engagement and social media: Revisiting the past to inform the future
inferredcites →https://doi.org/10.1016/j.jbusres.2022.07.012openalex-snapshot
Trust in humanoid robots in footwear stores: A large-N crisp-set qualitative comparative analysis (csQCA) model
inferredcites →https://doi.org/10.1016/j.jbusres.2022.08.035openalex-snapshot
“How mAy I help you today?” The use of AI chatbots in small family businesses and the moderating role of customer affective commitment
inferredcites →https://doi.org/10.1016/j.jbusres.2023.113838openalex-snapshot
Artificial intelligence empowered conversational agents: A systematic literature review and research agenda
inferredcites →https://doi.org/10.1016/j.jhtm.2020.06.004openalex-snapshot
The influence of consumer anthropomorphism on attitudes towards artificial intelligence trip advisors
inferredcites →https://doi.org/10.1016/j.jhtm.2021.10.014openalex-snapshot
Use of service robots in an event setting: Understanding the role of social presence, eeriness, and identity threat
inferredcites →https://doi.org/10.1016/j.jretai.2021.03.001openalex-snapshot
A Framework for Collaborative Artificial Intelligence in Marketing
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AI-chatbots on the services frontline addressing the challenges and opportunities of agency
inferredcites →https://doi.org/10.1016/j.jretconser.2021.102878openalex-snapshot
Social anxiety as a moderator in consumer willingness to accept AI assistants based on utilitarian and hedonic values
inferredcites →https://doi.org/10.1016/j.jretconser.2022.103044openalex-snapshot
Chatbots and service failure: When does it lead to customer aggression
inferredcites →https://doi.org/10.1016/j.jretconser.2022.103139openalex-snapshot
Why do we prefer humans to artificial intelligence in telemarketing? A mind perception explanation
inferredcites →https://doi.org/10.1016/j.techfore.2018.08.015openalex-snapshot
A systematic review of the smart home literature: A user perspective
inferredcites →https://doi.org/10.1016/j.techfore.2022.121550openalex-snapshot
Emotion and service quality of anthropomorphic robots
inferredcites →https://doi.org/10.1016/j.techfore.2022.121711openalex-snapshot
Alexa, what's on my shopping list? Transforming customer experience with digital voice assistants
inferredcites →https://doi.org/10.1016/j.techfore.2022.121786openalex-snapshot
AI anthropomorphism and its effect on users' self-congruence and self–AI integration: A theoretical framework and research agenda
inferredcites →https://doi.org/10.1016/j.techfore.2024.123407openalex-snapshot
How does the anthropomorphism of AI chatbots facilitate users' reuse intention in online health consultation services? The moderating role of disease severity
inferredcites →https://doi.org/10.1016/j.tics.2006.11.005openalex-snapshot
Universal dimensions of social cognition: warmth and competence
inferredcites →https://doi.org/10.1016/j.tourman.2021.104309openalex-snapshot
Check-in at the Robo-desk: Effects of automated social presence on social cognition and service implications
inferredcites →https://doi.org/10.1016/j.tourman.2024.104939openalex-snapshot
Metaperception benefits of service robots in uncomfortable service encounters
inferredcites →https://doi.org/10.1016/s0022-4359(97)90023-3openalex-snapshot
The sex of the service provider: Does it influence perceptions of service quality?
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Understanding Customer Trust in Agent-Mediated Electronic Commerce, Web-Mediated Electronic Commerce, and Traditional Commerce
inferredcites →https://doi.org/10.1037/0033-295x.114.4.864openalex-snapshot
On seeing human: A three-factor theory of anthropomorphism.
inferredcites →https://doi.org/10.1037/a0015703openalex-snapshot
Interacting with sexist men triggers social identity threat among female engineers.
inferredcites →https://doi.org/10.1037/apl0000834openalex-snapshot
Robots at work: People prefer—and forgive—service robots with perceived feelings.
inferredcites →https://doi.org/10.1080/00140139.2022.2079728openalex-snapshot
Enhancing component-specific trust with consumer automated systems through humanness design
inferredcites →https://doi.org/10.1080/0144929x.2020.1743362openalex-snapshot
Trust me, if you can: a study on the factors that influence consumers’ purchase intention triggered by chatbots based on brain image evidence and self-reported assessments
inferredcites →https://doi.org/10.1080/02642069.2019.1672666openalex-snapshot
Service robot implementation: a theoretical framework and research agenda
inferredcites →https://doi.org/10.1080/02642069.2022.2048821openalex-snapshot
Anthropomorphize service robots: the role of human nature traits
inferredcites →https://doi.org/10.1080/0267257x.2019.1596970openalex-snapshot
Servant, friend or master? The relationships users build with voice-controlled smart devices
inferredcites →https://doi.org/10.1080/07421222.2020.1790204openalex-snapshot
The impact of chatbot conversational skill on engagement and perceived humanness
inferredcites →https://doi.org/10.1080/08874417.2020.1788473openalex-snapshot
Do We Trust in AI? Role of Anthropomorphism and Intelligence
inferredcites →https://doi.org/10.1080/08874417.2021.1962213openalex-snapshot
Artificial Intelligence Service Agents: Role of Parasocial Relationship
inferredcites →https://doi.org/10.1080/10548408.2019.1571983openalex-snapshot
Marketing robot services in hospitality and tourism: the role of anthropomorphism
inferredcites →https://doi.org/10.1080/10548408.2022.2061672openalex-snapshot
Anthropomorphism and OTA chatbot adoption: a mixed methods study
inferredcites →https://doi.org/10.1080/13683500.2019.1706457openalex-snapshot
Predicting the intentions to use chatbots for travel and tourism
inferredcites →https://doi.org/10.1080/15332861.2020.1863022openalex-snapshot
The Impact of Anthropomorphism on Consumers’ Purchase Decision in Chatbot Commerce
inferredcites →https://doi.org/10.1080/15332861.2021.1961192openalex-snapshot
What Drives Consumers’ Decisions to Use Intelligent Agent Technologies? A Systematic Review
inferredcites →https://doi.org/10.1080/19368623.2019.1592733openalex-snapshot
Humanlike robots as employees in the hotel industry: Thematic content analysis of online reviews
inferredcites →https://doi.org/10.1080/19368623.2020.1685053openalex-snapshot
Antecedents of customers’ acceptance of artificially intelligent robotic device use in hospitality services
inferredcites →https://doi.org/10.1080/19368623.2021.1926037openalex-snapshot
Anthropomorphism and customers’ willingness to use artificial intelligence service agents
inferredcites →https://doi.org/10.1080/19368623.2022.2062693openalex-snapshot
Promotors or inhibitors? Role of task type on the effect of humanoid service robots on consumers’ use intention
inferredcites →https://doi.org/10.1080/19368623.2022.2118923openalex-snapshot
How does the tourism and hospitality industry use artificial intelligence? A review of empirical studies and future research agenda
inferredcites →https://doi.org/10.1086/208978openalex-snapshot
Consumer Reactions to Product Failure: An Attributional Approach
inferredcites →https://doi.org/10.1108/ejm-03-2022-0176openalex-snapshot
Service robots: the dynamic effects of anthropomorphism and functional perceptions on consumers’ responses
inferredcites →https://doi.org/10.1108/ejm-09-2020-0672openalex-snapshot
Developing a service quality scale for artificial intelligence service agents
inferredcites →https://doi.org/10.1108/ijbm-09-2021-0451openalex-snapshot
Sophia Sophia tell me more, which is the most risk-free plan of all? AI anthropomorphism and risk aversion in financial decision-making
inferredcites →https://doi.org/10.1108/ijchm-02-2023-0250openalex-snapshot
Social cognition of humanoid robots on customer tolerance of service failure
inferredcites →https://doi.org/10.1108/ijchm-04-2020-0259openalex-snapshot
Adoption of AI-based chatbots for hospitality and tourism
inferredcites →https://doi.org/10.1108/ijchm-05-2020-0450openalex-snapshot
Rise of the machines: towards a conceptual service-robot research framework for the hospitality and tourism industry
inferredcites →https://doi.org/10.1108/ijchm-06-2023-0845openalex-snapshot
How service robots’ human-like appearance impacts consumer trust: a study across diverse cultures and service settings
inferredcites →https://doi.org/10.1108/ijchm-10-2019-0904openalex-snapshot
Robot with humanoid hands cooks food better?
inferredcites →https://doi.org/10.1108/ijchm-10-2020-1214openalex-snapshot
Service robots and COVID-19: exploring perceptions of prevention efficacy at hotels in generation Z
inferredcites →https://doi.org/10.1108/ijchm-10-2021-1313openalex-snapshot
Customers’ perceptions of hotel AI-enabled voice assistants: does brand matter?
inferredcites →https://doi.org/10.1108/ijchm-11-2020-1256openalex-snapshot
Impact of anthropomorphic features of artificially intelligent service robots on consumer acceptance: moderating role of sense of humor
inferredcites →https://doi.org/10.1108/ijchm-11-2023-1686openalex-snapshot
Unveiling the role of congruity in service robot design and deployment
inferredcites →https://doi.org/10.1108/ijchm-12-2020-1406openalex-snapshot
Attitudes toward service robots: analyses of explicit and implicit attitudes based on anthropomorphism and construal level theory
inferredcites →https://doi.org/10.1108/imds-11-2020-0664openalex-snapshot
Assessing the hotel service robot interaction on tourists' behaviour: the role of anthropomorphism
inferredcites →https://doi.org/10.1108/imds-12-2020-0761openalex-snapshot
How anthropomorphism affects trust in intelligent personal assistants
inferredcites →https://doi.org/10.1108/jcm-04-2020-3785openalex-snapshot
The adaptation of anthropomorphism and archetypes for marketing artificial intelligence
inferredcites →https://doi.org/10.1108/josm-04-2018-0119openalex-snapshot
Brave new world: service robots in the frontline
inferredcites →https://doi.org/10.1108/josm-06-2019-0175openalex-snapshot
Human-like communication in conversational agents: a literature review and research agenda
inferredcites →https://doi.org/10.1108/josm-10-2020-0372openalex-snapshot
The service triad: an empirical study of service robots, customers and frontline employees
inferredcites →https://doi.org/10.1108/josm-12-2021-0488openalex-snapshot
Living and Working with Service Robots: A TCCM Analysis and Considerations for Future Research
inferredcites →https://doi.org/10.1108/jrim-03-2021-0064openalex-snapshot
How interaction experience enhances customer engagement in smart speaker devices? The moderation of gendered voice and product smartness
inferredcites →https://doi.org/10.1108/jrim-12-2019-0200openalex-snapshot
How chatbots' social presence communication enhances consumer engagement: the mediating role of parasocial interaction and dialogue
inferredcites →https://doi.org/10.1108/jsm-01-2018-0045openalex-snapshot
Trust in humanoid robots: implications for services marketing
inferredcites →https://doi.org/10.1108/jsm-11-2021-0400openalex-snapshot
Reducing deviant consumer behaviour with service robot guardians
inferredcites →https://doi.org/10.1108/jstp-04-2019-0088openalex-snapshot
Service Robots, Customers, and Service Employees: What Can We Learn from the Academic Literature and Where are the Gaps?
inferredcites →https://doi.org/10.1108/jstp-04-2023-0118openalex-snapshot
Avoiding excessive AI service agent anthropomorphism: examining its role in delivering bad news
inferredcites →https://doi.org/10.1108/tr-02-2022-0095openalex-snapshot
Hotel robots: an exploratory study of Generation Z customers in China
inferredcites →https://doi.org/10.1108/tr-07-2018-0097openalex-snapshot
The power of head tilts: gender and cultural differences of perceived human vs human-like robot smile in service
inferredcites →https://doi.org/10.1111/1467-8551.00375openalex-snapshot
Towards a Methodology for Developing Evidence‐Informed Management Knowledge by Means of Systematic Review
inferredcites →https://doi.org/10.1111/ijcs.12755openalex-snapshot
Effect of customer's perception on service robot acceptance
inferredcites →https://doi.org/10.1111/ijcs.12849openalex-snapshot
The influence of chatbot humour on consumer evaluations of services
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Are Machines Gender Neutral? Gender‐Stereotypic Responses to Computers With Voices
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He Said, She Said: Gender Bias and Customer Satisfaction With Phone‐Based Service Encounters
inferredcites →https://doi.org/10.1111/j.1559-1816.2012.00937.xopenalex-snapshot
(S)he's Got the Look: Gender Stereotyping of Robots 1
inferredcites →https://doi.org/10.1126/science.1134475openalex-snapshot
Dimensions of Mind Perception
inferredcites →https://doi.org/10.1177/001872675400700202openalex-snapshot
A Theory of Social Comparison Processes
inferredcites →https://doi.org/10.1177/00222429211045687openalex-snapshot
Blame the Bot: Anthropomorphism and Anger in Customer–Chatbot Interactions
inferredcites →https://doi.org/10.1177/00222429211066972openalex-snapshot
Bad News? Send an AI. Good News? Send a Human
inferredcites →https://doi.org/10.1177/0022243718822827openalex-snapshot
Service Robots Rising: How Humanoid Robots Influence Service Experiences and Elicit Compensatory Consumer Responses
inferredcites →https://doi.org/10.1177/002224378001700405openalex-snapshot
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
inferredcites →https://doi.org/10.1177/0972150920939753openalex-snapshot
Customer Acceptance of Use of Artificial Intelligence in Hospitality Services: An Indian Hospitality Sector Perspective
inferredcites →https://doi.org/10.1177/1094670518819852openalex-snapshot
The Service Recovery Journey: Conceptualization, Integration, and Directions for Future Research
inferredcites →https://doi.org/10.1177/1094670519842334openalex-snapshot
Service Robots: Drivers of Perceived Responsibility for Service Outcomes
inferredcites →https://doi.org/10.1177/1094670520933354openalex-snapshot
Replaced by a Robot: Service Implications in the Age of the Machine
inferredcites →https://doi.org/10.1177/1094670520978798openalex-snapshot
To Err Is Human(-oid): How Do Consumers React to Robot Service Failure and Recovery?
inferredcites →https://doi.org/10.1177/10946705221103538openalex-snapshot
I, Robot, You, Consumer: Measuring Artificial Intelligence Types and their Effect on Consumers Emotions in Service
inferredcites →https://doi.org/10.1177/10946705221120232openalex-snapshot
Do You Mind if I Ask You a Personal Question? How AI Service Agents Alter Consumer Self-Disclosure
inferredcites →https://doi.org/10.1177/18393349211005056openalex-snapshot
Recasting Service Quality for AI-Based Service
inferredcites →https://doi.org/10.1177/2051570716643961openalex-snapshot
Must smart objects look human? Study of the impact of anthropomorphism on the acceptance of companion robots
inferredcites →https://doi.org/10.1287/isre.2021.1015openalex-snapshot
Estimating the Impact of “Humanizing” Customer Service Chatbots
inferredcites →https://doi.org/10.1509/jm.15.0420openalex-snapshot
Understanding Customer Experience Throughout the Customer Journey
inferredcites →https://doi.org/10.2307/2094589openalex-snapshot
Social Change and Crime Rate Trends: A Routine Activity Approach
inferredcites →https://doi.org/10.2307/249008openalex-snapshot
Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology
inferredcites →https://doi.org/10.2307/30036540openalex-snapshot
User Acceptance of Information Technology: Toward A Unified View1
inferredcites →https://doi.org/10.2307/3250951openalex-snapshot
Time Flies When You’re Having Fun: Cognitive Absorption and Beliefs About Information Technology Usage1
inferredcites →https://doi.org/10.2307/41409963openalex-snapshot
Technostress: Technological Antecedents and Implications1
inferredcites →https://doi.org/10.2753/mis0742-1222240109openalex-snapshot
The Impact of Technostress on Role Stress and Productivity
inferredcites →https://doi.org/10.3389/fpsyg.2021.659994openalex-snapshot
Smart Speaker Recommendations: Impact of Gender Congruence and Amount of Information on Users' Engagement and Choice
inferredcites →https://doi.org/10.3389/fpsyg.2022.883417openalex-snapshot
Driving With Agents: Investigating the Influences of Anthropomorphism Level and Physicality of Agents on Drivers' Perceived Control, Trust, and Driving Performance
inferredcites →https://doi.org/10.3389/fpsyg.2022.922108openalex-snapshot
Investigating the differences between females perceive same-gender and heterogender sex robots regarding adoption and intentions
inferredcites →https://doi.org/10.5860/choice.50-0844openalex-snapshot
Robot ethics: the ethical and social implications of robotics
inferredcites →https://doi.org/10.7326/0003-4819-151-4-200908180-00135openalex-snapshot
Preferred Reporting Items for Systematic Reviews and Meta-Analyses: The PRISMA Statement
What points at this work
Incoming claims: where this work appears in other papers’ reference lists and arguments.
inferred← citeshttps://doi.org/10.1002/cb.70184openalex-snapshot
Effect of Chatbot Status on Members' Acceptance of Loyalty Programs: The Mediating Effect of Sense of Dominance
inferred← citeshttps://doi.org/10.1002/jtr.70063openalex-snapshot
The Sentient Shift—A Systematic Literature Review and Future Research Agenda on Anthropomorphized Service Agents in Tourism and Hospitality Industry
inferred← citeshttps://doi.org/10.1007/978-3-032-20132-4_12openalex-snapshot
Factors Affecting Interactions Between Customers and Humanlike Robots in Services: A Literature Review
inferred← citeshttps://doi.org/10.1007/s40558-026-00378-yopenalex-snapshot
When robots speak: exploring conversational styles, robot persona realism, and engagement in hospitality and tourism services
inferred← citeshttps://doi.org/10.1016/j.chbah.2025.100238openalex-snapshot
Why human mistakes hurt more? Emotional responses in human-AI errors
inferred← citeshttps://doi.org/10.1016/j.ijhm.2025.104476openalex-snapshot
Understanding service sabotage in employee-robot collaboration: The role of mind perception and collective psychological ownership
inferred← citeshttps://doi.org/10.1016/j.ijhm.2026.104578openalex-snapshot
Left, right, and robotic: Political ideology’s influence on reactions to anthropomorphic AI service robots in hospitality through the lens of social response theory
inferred← citeshttps://doi.org/10.1016/j.ijhm.2026.104840openalex-snapshot
Humanizing service robots: A multidimensional framework of anthropomorphism in employee-robot collaboration
inferred← citeshttps://doi.org/10.1016/j.jbusres.2025.115204openalex-snapshot
Evolution of service robots in marketing: A relational framework and future research agenda
inferred← citeshttps://doi.org/10.1016/j.jretconser.2025.104482openalex-snapshot
Witnessing robot mistreatment: A dual-path model of behavioral contagion and empathy in customer observers
inferred← citeshttps://doi.org/10.1016/j.jretconser.2026.104997openalex-snapshot
Designing resilient hospitality humanoid service systems: random forest–enhanced QFD to mitigate anthropomorphic risk
inferred← citeshttps://doi.org/10.1016/j.jretconser.2026.105043openalex-snapshot
When a service robot wears the brand's color: The robot-brand color alignment effect in retail encounters
inferred← citeshttps://doi.org/10.1080/02642069.2026.2709434openalex-snapshot
The impact of anthropomorphic service robots on consumer conformity behaviour
inferred← citeshttps://doi.org/10.1080/09593969.2025.2609857openalex-snapshot
Anthropomorphism, acceptance and value co-creation with humanoid retail service robots: a moderated mediation model from cognitive and emotional trust perspective
inferred← citeshttps://doi.org/10.1080/10696679.2026.2723262openalex-snapshot
Aye robot! When should(n’t) service providers say yes to humanoid robot frontline employees?
inferred← citeshttps://doi.org/10.1080/15332969.2025.2531683openalex-snapshot
Virtual Assistant Usage Habit: The Mediating Role of Emotional and Cognitive Trust in the Context of Anthropomorphism, Enjoyment, Intelligence
inferred← citeshttps://doi.org/10.1093/iwc/iwag020openalex-snapshot
The double-edged sword of artificial empathy: user resistance and acceptance in emotional vs. functional interactions
inferred← citeshttps://doi.org/10.1108/ijchm-04-2025-0520openalex-snapshot
Customer misbehavior in AI-enabled services
inferred← citeshttps://doi.org/10.1108/intr-01-2025-0116openalex-snapshot
Anthropomorphic AI traits and roles in customer journeys: a systematic review and the interaction–activation–outcome framework
inferred← citeshttps://doi.org/10.1108/jcm-08-2025-8243openalex-snapshot
Socially (dis)connected consumer trust in AI technologies: a systematic review and research agenda
inferred← citeshttps://doi.org/10.1108/josm-12-2024-0527openalex-snapshot
Viva robonomics!? Cost–benefit analysis of robots and future directions in service and robonomics research
inferred← citeshttps://doi.org/10.1108/jsm-01-2025-0048openalex-snapshot
It’s not MY job! Consumer entitlement and responses to self-service technologies
inferred← citeshttps://doi.org/10.1108/jsm-02-2026-0112openalex-snapshot
Forgive or forget? How anthropomorphism and failure severity shape customer experience with service robots
inferred← citeshttps://doi.org/10.1108/jsm-05-2025-0303openalex-snapshot
Exploring relationship orientations in human–robot value co-creation interactions
inferred← citeshttps://doi.org/10.1108/jsm-07-2025-0477openalex-snapshot
Research progress in service automation: a critical review of consumer behavior in tourism and hospitality
inferred← citeshttps://doi.org/10.1111/ijcs.70208openalex-snapshot
Customer–Robot Interaction Beyond the First Encounter: A Reciprocal Framework and Quadrant Model for Value Co‐Creation
inferred← citeshttps://doi.org/10.1145/3772318.3792787openalex-snapshot
From Human Pragmatic Language Skills to Conversational Agent Design: A Systematic Review of Transfer Strategies
inferred← citeshttps://doi.org/10.1145/3821402.3830197openalex-snapshot
The Purposeful Deployment of Humanoid Service Robots in the Real-World: A Human-Centric Co-Creation Workshop
inferred← citeshttps://doi.org/10.12688/f1000research.162157.1openalex-snapshot
Anthropomorphism Unveiled: A Decade of Systematic Insights in Business and Technology Trends
inferred← citeshttps://doi.org/10.2139/ssrn.5692166openalex-snapshot
The Influence of Anthropomorphic Social Cues of AI Service Agents on Consumers’ Usage Intention: The Moderating Role of Personality Traits
inferred← citeshttps://doi.org/10.2139/ssrn.5864748openalex-snapshot
The Role of Service Robots in Frontline Tourism
inferred← citeshttps://doi.org/10.29249/selcuksbmyd.1642664openalex-snapshot
Service Robots in the Restaurants: A Systematic Literature Review Using TCCM Framework
inferred← citeshttps://doi.org/10.3389/fpsyg.2026.1758999openalex-snapshot
Positive emotional responses to anthropomorphic virtual learning assistants among university students with different levels of loneliness
inferred← citeshttps://doi.org/10.3390/info17050443openalex-snapshot
Designing for Trust, Progress, and Dignity: A Conceptual Framework for Reliability, Responsiveness, and Relational Quality in AI-Enabled Service Systems
inferred← citeshttps://doi.org/10.4018/979-8-3373-7330-0.ch003openalex-snapshot
AI Applications in Customer Experience Management
Editorial review for independent work. ICSAC — the Institute for Complexity
Science and Advanced Computing — runs a structured editorial panel for researchers
publishing outside journals, and publishes on CiteStamp rails. Submission is free
and goes through ORCID: icsacinstitute.org/submit.