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Anthropomorphism of Artificial Intelligence Service Agent and Consumer Responses: A Systematic Literature Review and Future Research Agenda

https://doi.org/10.1111/ijcs.70066
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Consumer ethics: A review and research agenda
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The effect of anthropomorphized technology failure on the desire to connect with others
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Chatbots in frontline services and customer experience: An anthropomorphism perspective
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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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Eliza in the uncanny valley: anthropomorphizing consumer robots increases their perceived warmth but decreases liking
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Detrimental impact of contagious disease cues on consumer preference for anthropomorphic products
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Language matters: humanizing service robots through the use of language during the COVID-19 pandemic
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Academic research in innovation: a country analysis
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A Scoping Review of HRI Research on ‘Anthropomorphism’: Contributions to the Method Debate in HRI
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How to increase consumers’ continued use intention of artificial intelligence voice assistants? The role of anthropomorphic features
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Consumer Choice and Autonomy in the Age of Artificial Intelligence and Big Data
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The influence of robot anthropomorphism and perceived intelligence on hotel guests’ continuance usage intention
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Does a cute artificial intelligence assistant soften the blow? The impact of cuteness on customer tolerance of assistant service failure
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Friendly or competent? The effects of perception of robot appearance and service context on usage intention
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Exploring the effect of humor in robot failure
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Humor type and service context shape AI service recovery
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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
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Humanizing chatbots: The effects of visual, identity and conversational cues on humanness perceptions
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Making conversations with chatbots more personalized
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What makes an AI device human-like? The role of interaction quality, empathy and perceived psychological anthropomorphic characteristics in the acceptance of artificial intelligence in the service industry
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Artificial intelligence service recovery: The role of empathic response in hospitality customers’ continuous usage intention
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Anthropomorphism and social presence in Human–Virtual service assistant interactions: The role of dialog length and attitudes
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Make chatbots more adaptive: Dual pathways linking human-like cues and tailored response to trust in interactions with chatbots
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Someone out there? A study on the social presence of anthropomorphized chatbots
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How to leverage anthropomorphism for chatbot service interfaces: The interplay of communication style and personification
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The Value of Service Robots from the Hotel Guest’s Perspective: A Mixed-Method Approach
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When Female (Male) Robot Is Talking To Me: Effect of service robots’ gender and anthropomorphism on customer satisfaction
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The nonlinear effect of service robot anthropomorphism on customers’ usage intention: A privacy calculus perspective
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Is it the best for barista robots to serve like humans? A multidimensional anthropomorphism perspective
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The dark side of artificial intelligence in service: The “watching-eye” effect and privacy concerns
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The negative effect of service robots’ affective human-likeness on consumer satisfaction in frontline service encounters
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Enhancing chatbot effectiveness: The role of anthropomorphic conversational styles and time orientation
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How may I help you? Driving brand engagement through the warmth of an initial chatbot message
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The role of the human-robot interaction in consumers’ acceptance of humanoid retail service robots
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“How mAy I help you today?” The use of AI chatbots in small family businesses and the moderating role of customer affective commitment
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It’s a Match! The effects of chatbot anthropomorphization and chatbot gender on consumer behavior
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Artificial intelligence empowered conversational agents: A systematic literature review and research agenda
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Ai robo-advisor anthropomorphism: The impact of anthropomorphic appeals and regulatory focus on investment behaviors
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Empathic voice assistants: Enhancing consumer responses in voice commerce
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Anthropomorphism in hospitality and tourism: A systematic review and agenda for future research
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Hotel AI service: Are employees still needed?
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Humanizing voice assistant: The impact of voice assistant personality on consumers’ attitudes and behaviors
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Informative or affective? Exploring the effects of streamers’ topic types on user engagement in live streaming commerce
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Ethical management of human-AI interaction: Theory development review
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Emotion and service quality of anthropomorphic robots
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My new financial companion! non-linear understanding of Robo-advisory service acceptance
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Smiling AI agents: How anthropomorphism and broad smiles increase charitable giving
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To Be or Not to Be …Human? Theorizing the Role of Human-Like Competencies in Conversational Artificial Intelligence Agents
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Toward a 7-P framework for international marketing
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Acceptance and Attitudes Toward a Human-like Socially Assistive Robot by Older Adults
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Exploring the Privacy Concerns in Using Intelligent Virtual Assistants under Perspectives of Information Sensitivity and Anthropomorphism
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Uncanny Valley Effects on Chatbot Trust, Purchase Intention, and Adoption Intention in the Context of E-Commerce: The Moderating Role of Avatar Familiarity
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“I Am Here to Assist Your Tourism”: Predicting Continuance Intention to Use AI-based Chatbots for Tourism. Does Gender Really Matter?
inferredcites →https://doi.org/10.1080/10447318.2022.2129277openalex-snapshot
Social Presence and Imagery Processing as Predictors of Chatbot Continuance Intention in Human-AI-Interaction
inferredcites →https://doi.org/10.1080/10447318.2023.2219961openalex-snapshot
What Makes People Feel Empathy for AI Chatbots? Assessing the Role of Competence and Warmth
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Effect of AI Chatbot’s Interactivity on Consumers’ Negative Word-of-Mouth Intention: Mediating Role of Perceived Empathy and Anger
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Virtual Agents in Immersive Virtual Reality Environments: Impact of Humanoid Avatars and Output Modalities on Shopping Experience
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Mind Perception Is the Essence of Morality
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Anthropomorphism and OTA chatbot adoption: a mixed methods study
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Apology or gratitude? The effect of communication recovery strategies for service failures of AI devices
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Toward Better Digital Advertising: The Role of the Anthropomorphic Virtual Agent
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Consumer Engagement with Brand Posts on Social Media in Consecutive Stages of the Customer Journey
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Frameworks for developing impactful systematic literature reviews and theory building: What, Why and How?
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This embodied conversational agent looks very human and as old as I feel! The effect of perceived agent anthropomorphism and consumer-agent age difference on brand attitude
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The Impact of Anthropomorphism on Consumers’ Purchase Decision in Chatbot Commerce
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Humanlike robots as employees in the hotel industry: Thematic content analysis of online reviews
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When does technology anthropomorphism help alleviate customer dissatisfaction after a service failure? – The moderating role of consumer technology self-efficacy and interdependent self-construal
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Enhancing hospitality experience with service robots: the mediating role of rapport building
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Antecedents of customers’ acceptance of artificially intelligent robotic device use in hospitality services
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Artificially intelligent device use in service delivery: a systematic review, synthesis, and research agenda
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Anthropomorphism and customers’ willingness to use artificial intelligence service agents
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Promotors or inhibitors? Role of task type on the effect of humanoid service robots on consumers’ use intention
inferredcites →https://doi.org/10.1080/19368623.2023.2223584openalex-snapshot
The dual effect of anthropomorphism on customers’ decisions to use artificial intelligence devices in hotel services
inferredcites →https://doi.org/10.1080/20932685.2022.2085603openalex-snapshot
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inferredcites →https://doi.org/10.1086/694039openalex-snapshot
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inferredcites →https://doi.org/10.1086/730709openalex-snapshot
How Artificial Intelligence Constrains the Human Experience
inferredcites →https://doi.org/10.1093/jcr/ucw016openalex-snapshot
Anthropomorphized Helpers Undermine Autonomy and Enjoyment in Computer Games
inferredcites →https://doi.org/10.1093/jcr/ucy016openalex-snapshot
Service with Emoticons: How Customers Interpret Employee Use of Emoticons in Online Service Encounters
inferredcites →https://doi.org/10.1093/jcr/ucz028openalex-snapshot
The Influence of Product Anthropomorphism on Comparative Judgment
inferredcites →https://doi.org/10.1093/jcr/ucz038openalex-snapshot
From Atoms to Bits and Back: A Research Curation on Digital Technology and Agenda for Future Research
inferredcites →https://doi.org/10.1093/oxfordhb/9780195187243.013.0018openalex-snapshot
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inferredcites →https://doi.org/10.1108/apjml-10-2022-0862openalex-snapshot
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inferredcites →https://doi.org/10.1108/ejm-03-2021-0220openalex-snapshot
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inferredcites →https://doi.org/10.1108/ejm-03-2022-0176openalex-snapshot
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inferredcites →https://doi.org/10.1108/ejm-07-2020-0492openalex-snapshot
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inferredcites →https://doi.org/10.1108/ejm-09-2019-0748openalex-snapshot
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inferredcites →https://doi.org/10.1108/ejm-12-2019-0942openalex-snapshot
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inferredcites →https://doi.org/10.1108/ijbm-09-2021-0451openalex-snapshot
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inferredcites →https://doi.org/10.1108/ijchm-04-2020-0259openalex-snapshot
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inferredcites →https://doi.org/10.1108/ijchm-05-2020-0423openalex-snapshot
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inferredcites →https://doi.org/10.1108/ijchm-09-2019-0798openalex-snapshot
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inferredcites →https://doi.org/10.1108/ijchm-10-2019-0904openalex-snapshot
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inferredcites →https://doi.org/10.1108/ijchm-10-2021-1313openalex-snapshot
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inferredcites →https://doi.org/10.1108/ijchm-11-2020-1256openalex-snapshot
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inferredcites →https://doi.org/10.1108/ijchm-12-2020-1406openalex-snapshot
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inferredcites →https://doi.org/10.1108/ijchm-12-2022-1523openalex-snapshot
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inferredcites →https://doi.org/10.1108/imds-08-2023-0538openalex-snapshot
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inferredcites →https://doi.org/10.1108/jrim-06-2022-0164openalex-snapshot
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inferredcites →https://doi.org/10.1108/jrim-11-2019-0179openalex-snapshot
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inferredcites →https://doi.org/10.1108/jrim-12-2019-0200openalex-snapshot
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inferredcites →https://doi.org/10.1108/jsm-01-2018-0045openalex-snapshot
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inferredcites →https://doi.org/10.1108/jsm-04-2022-0126openalex-snapshot
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inferredcites →https://doi.org/10.1108/jsm-11-2021-0400openalex-snapshot
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inferredcites →https://doi.org/10.1108/jstp-01-2022-0019openalex-snapshot
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inferredcites →https://doi.org/10.1108/jstp-04-2023-0118openalex-snapshot
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inferredcites →https://doi.org/10.1108/jstp-06-2022-0127openalex-snapshot
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inferredcites →https://doi.org/10.1108/mip-01-2023-0030openalex-snapshot
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inferredcites →https://doi.org/10.1108/tr-06-2023-0394openalex-snapshot
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inferredcites →https://doi.org/10.1108/tr-07-2018-0097openalex-snapshot
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What points at this work

Incoming claims: where this work appears in other papers’ reference lists and arguments.

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inferred← citeshttps://doi.org/10.1080/0965254x.2026.2675435openalex-snapshot
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inferred← citeshttps://doi.org/10.1109/ceii67787.2025.00042openalex-snapshot
The Fundamental Over-Attribution Error: Anthropomorphic AI and Its Ethical Implications
inferred← citeshttps://doi.org/10.1111/ijcs.70131openalex-snapshot
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inferred← citeshttps://doi.org/10.1177/01672533261468582openalex-snapshot
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inferred← citeshttps://doi.org/10.1177/14707853261483762openalex-snapshot
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inferred← citeshttps://doi.org/10.21203/rs.3.rs-7519907/v1openalex-snapshot
Psychological and Technical Drivers of Anthropomorphism in Artificial Intelligence Tools: A Fractal Fuzzy Analysis Across Healthcare, Finance, and Marketing Industries
inferred← citeshttps://doi.org/10.3390/a19040288openalex-snapshot
PLS-SEM Algorithmic Modeling of High-Tech and High-Touch Hospitality Experiences with Moderating Roles of Employee Presence and Technology Identity
inferred← citeshttps://doi.org/10.3390/bs16030358openalex-snapshot
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Anthropomorphic AI and Consumer Skepticism: A Behavioral Study of Trust and Adoption in Fragile Economies
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