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Artificial empathy in marketing interactions: Bridging the human-AI gap in affective and social customer experience
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Artificial empathy in marketing interactions: Bridging the human-AI gap in affective and social customer experience (2022)Artificial empathy in marketing interacti…Advances in Consumer Research (2025)Advances in Consumer ResearchHow artificial intelligence will change the future of marketing (2019)How artificial intelligence w…Artificial Intelligence in Service (2018)Artificial Intelligence in Se…Understanding Customer Experience Throughout the Customer Journey (2016)Understanding Customer Experi…Empathy: A Review of the Concept (2014)Empathy: A Review of the Conc…The Uncanny Valley [From the Field] (2012)The Uncanny Valley [From the …Brand Experience: What Is It? How Is It Measured? Does It Affect Loyalty? (2009)Brand Experience: What Is It?…Putting the Altruism Back into Altruism: The Evolution of Empathy (2007)Putting the Altruism Back int…How to Sustain the Customer Experience: (2007)How to Sustain the Customer E…Individual differences in two emotion regulation processes: Implications for affect, relationships, and well-being. (2003)Individual differences in two…Machines and Mindlessness: Social Responses to Computers (2000)Machines and Mindlessness: So…Antecedent- and response-focused emotion regulation: Divergent consequences for experience, expression, and physiology. (1998)Antecedent- and response-focu…Dimensions of Brand Personality (1997)Dimensions of Brand Personali…Measuring individual differences in empathy: Evidence for a multidimensional approach. (1983)Measuring individual differen…Emotion Work, Feeling Rules, and Social Structure (1979)Emotion Work, Feeling Rules, …Nonverbal Leakage and Clues to Deception † (1969)Nonverbal Leakage and Clues t…Manual for the Wechsler Adult Intelligence Scale. (1955)The revised UCLA Loneliness Scale: Concurrent and discriminant validity evidence. (1980)Social dominance orientation: A personality variable predicting social and political attitudes. (1994)Organizational Citizenship Behaviors: A Critical Review of the Theoretical and Empirical Literature and Suggestions for Future Research (2000)High Self‐Control Predicts Good Adjustment, Less Pathology, Better Grades, and Interpersonal Success (2004)Mind, Self, and Society (2015)The Presentation of Self in Everyday Life. (1956)Emotional Labor in Service Roles: The Influence of Identity (1993)The Dimensions, Antecedents, and Consequences of Emotional Labor (1996)Emotional regulation in the workplace: A new way to conceptualize emotional labor. (2000)Exchange and Power in Social Life (2017)Childhood and Society (2026)Mind, Self, and Society (1967)The Question Concerning Technology, and Other Essays (1977)Affective Computing (1997)Anthropomorphism and the social robot (2003)The mind in the machine: Anthropomorphism increases trust in an autonomous vehicle (2014)Consumers and Artificial Intelligence: An Experiential Perspective (2020)An Inventory for Measuring Depression (1961)The CES-D Scale (1977)Development and validation of brief measures of positive and negative affect: The PANAS scales. (1988)Rethinking Rumination (2008)Emotion-regulation strategies across psychopathology: A meta-analytic review (2009)Emotion Regulation: Current Status and Future Prospects (2015)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)The Commitment-Trust Theory of Relationship Marketing (1994)Digital transformation: A multidisciplinary reflection and research agenda (2019)Designing conceptual articles: four approaches (2020)Setting the future of digital and social media marketing research: Perspectives and research propositions (2020)Emotional Intelligence: Why It Can Matter More Than IQ (1995)Evolving to a New Dominant Logic for Marketing (2003)Brave new world: service robots in the frontline (2018)A strategic framework for artificial intelligence in marketing (2020)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Comparative fit indexes in structural models. (1990)Culture and the Self: Implications for Cognition, Emotion, and Motivation (1991)Consumers and Their Brands: Developing Relationship Theory in Consumer Research (1998)Does Doing Good Always Lead to Doing Better? Consumer Reactions to Corporate Social Responsibility (2001)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)Customer Engagement (2011)Consumer Brand Engagement in Social Media: Conceptualization, Scale Development and Validation (2014)The Emerging Field of Emotion Regulation: An Integrative Review (1998)Taking time seriously: A theory of socioemotional selectivity. (1999)
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References

  • 2025Advances in Consumer Research13,486 cited
  • 2003Individual differences in two emotion regulation processes: Implications for affect, relationships, and well-being.11,904 cited
  • 1983Measuring individual differences in empathy: Evidence for a multidimensional approach.10,379 cited
  • 1997Dimensions of Brand Personality7,380 cited
  • 2016Understanding Customer Experience Throughout the Customer Journey6,834 cited
  • 1979Emotion Work, Feeling Rules, and Social Structure6,005 cited
  • 1998Antecedent- and response-focused emotion regulation: Divergent consequences for experience, expression, and physiology.4,666 cited
  • 2009Brand Experience: What Is It? How Is It Measured? Does It Affect Loyalty?4,659 cited
  • 2000Machines and Mindlessness: Social Responses to Computers3,990 cited
  • 2018Artificial Intelligence in Service3,978 cited
  • 2012The Uncanny Valley [From the Field]3,525 cited
  • 2019How artificial intelligence will change the future of marketing3,472 cited
  • 2007Putting the Altruism Back into Altruism: The Evolution of Empathy2,483 cited
  • 2007How to Sustain the Customer Experience:2,005 cited
  • 1969Nonverbal Leakage and Clues to Deception †

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1,843 cited
  • 2014Empathy: A Review of the Concept1,653 cited
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