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Bad News? Send an AI. Good News? Send a Human (2021)Bad News? Send an AI. Good News? Send a H…Service Robots Rising: How Humanoid Robots Influence Service Experiences and Elicit Compensatory Consumer Responses (2019)Service Robots Rising: How Hu…Resistance to Medical Artificial Intelligence (2019)Resistance to Medical Artific…How artificial intelligence will change the future of marketing (2019)How artificial intelligence w…Brave new world: service robots in the frontline (2018)Brave new world: service robo…Artificial Intelligence in Service (2018)Artificial Intelligence in Se…The mind in the machine: Anthropomorphism increases trust in an autonomous vehicle (2014)The mind in the machine: Anth…Algorithm Aversion: People Erroneously Avoid Algorithms after Seeing Them Err (2014)Algorithm Aversion: People Er…The Uncanny Valley [From the Field] (2012)The Uncanny Valley [From the …Who Sees Human? (2010)Who Sees Human?Reaping relational rewards from corporate social responsibility: The role of competitive positioning (2007)Reaping relational rewards fr…Is That Car Smiling at Me? Schema Congruity as a Basis for Evaluating Anthropomorphized Products (2007)Is That Car Smiling at Me? Sc…Agency and communion from the perspective of self versus others. (2007)Agency and communion from the…A Reexamination of the Determinants of Consumer Satisfaction (1996)A Reexamination of the Determ…Intention, Plans, and Practical Reason. (1991)Intention, Plans, and Practic…Response Determinants in Satisfaction Judgments (1988)Response Determinants in Sati…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…Artificial intelligence and consumer behavior: From predictive to generative AI (2024)Artificial intelligence and c…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Comparative fit indexes in structural models. (1990)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)Social Behavior: Its Elementary Forms (1963)Social Indicators of Well-Being (1976)Measuring Service Quality: A Reexamination and Extension (1992)Whence Consumer Loyalty? (1999)Advances in Consumer Research (2025)Bukimi no tani [the uncanny valley] (1970)Domo Arigato Mr. Roboto (2016)A review of research into automation in tourism: Launching the Annals of Tourism Research Curated Collection on Artificial Intelligence and Robotics in Tourism (2020)THE UNCANNY VALLEY (2020)Inequity In Social Exchange (1965)An attributional theory of achievement motivation and emotion. (1985)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)A National Customer Satisfaction Barometer: The Swedish Experience (1992)The Antecedents and Consequences of Customer Satisfaction for Firms (1993)Machines and Mindlessness: Social Responses to Computers (2000)Dehumanization: An Integrative Review (2006)On seeing human: A three-factor theory of anthropomorphism. (2007)Consumers and Artificial Intelligence: An Experiential Perspective (2020)Human Trust in Artificial Intelligence: Review of Empirical Research (2020)Understanding anthropomorphism in service provision: a meta-analysis of physical robots, chatbots, and other AI (2021)Emotional Intelligence: Why It Can Matter More Than IQ (1995)Affective Computing (1997)Evolving to a New Dominant Logic for Marketing (2003)A strategic framework for artificial intelligence in marketing (2020)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)An Examination of the Nature of Trust in Buyer-Seller Relationships (1997)The future of employment: How susceptible are jobs to computerisation? (2016)Toward a Psychology of Being (1962)Illusion and well-being: A social psychological perspective on mental health. (1988)Handbook of Social Psychology (2013)Task-Dependent Algorithm Aversion (2019)Uniting the Tribes: Using Text for Marketing Insight (2019)Artificial Intelligence in Utilitarian vs. Hedonic Contexts: The “Word-of-Machine” Effect (2020)Gender differences in risk taking: A meta-analysis. (1999)Customer experiences in the age of artificial intelligence (2020)Artificial intelligence (AI) applications for marketing: A literature-based study (2022)The robust beauty of improper linear models in decision making. (1979)Preference and belief: Ambiguity and competence in choice under uncertainty (1991)The trouble with overconfidence. (2008)Algorithms at Work: The New Contested Terrain of Control (2019)
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References

  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions15,223 cited
  • 2018Artificial Intelligence in Service3,978 cited
  • 2012The Uncanny Valley [From the Field]3,941 cited
  • 2019How artificial intelligence will change the future of marketing3,472 cited
  • 2014Algorithm Aversion: People Erroneously Avoid Algorithms after Seeing Them Err3,203 cited
  • 2018Brave new world: service robots in the frontline2,415 cited
  • 2019Resistance to Medical Artificial Intelligence2,108 cited
  • 1996A Reexamination of the Determinants of Consumer Satisfaction1,904 cited
  • 1988Response Determinants in Satisfaction Judgments1,685 cited
  • 2014The mind in the machine: Anthropomorphism increases trust in an autonomous vehicle1,580 cited
  • 1991Intention, Plans, and Practical Reason.1,482 cited
  • 2007Agency and communion from the perspective of self versus others.1,412 cited
  • 2010Who Sees Human?1,338 cited
  • 2007Reaping relational rewards from corporate social responsibility: The role of competitive positioning1,303 cited
  • 2019Service Robots Rising: How Humanoid Robots Influence Service Experiences and Elicit Compensatory Consumer Responses

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1,227 cited
  • 2007Is That Car Smiling at Me? Schema Congruity as a Basis for Evaluating Anthropomorphized Products1,105 cited
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    • 2024Artificial intelligence and consumer behavior: From predictive to generative AI316 cited