References
- Accenture. (2019). Accenture Interactive’s 2019 Consumer Pulse Survey: See People, Not Patterns. https://www.accenture.com/_acnmedia/PDF-110/Accenture-See-People-Not-Patterns.pdf#zoom=50
- Ahluwalia, R. (2002). How prevalent is the negativity effect in consumer environments? Journal of Consumer Research, 29(2), 270–279. https://doi.org/https://doi.org/10.1086/341576
- Albrecht, A. K., Walsh, G., & Beatty, S. E. (2017). Perceptions of group versus individual service failures and their effects on customer outcomes: The role of attributions and customer entitlement. Journal of Service Research, 20(2), 188–203. https://doi.org/https://doi.org/10.1177/1094670516675416
- Argo, J. J., White, K., & Dahl, D. W. (2006). Social comparison theory and deception in the interpersonal exchange of consumption information. Journal of Consumer Research, 33(1), 99–108. https://doi.org/https://doi.org/10.1086/504140
- Atzmüller, C., & Steiner, P. M. (2010). Experimental vignette studies in survey research. Methodology, 6(3), 128–138. https://doi.org/https://doi.org/10.1027/1614-2241/a000014
- Bechwati, N. N., & Morrin, M. (2003). Outraged consumers: Getting even at the expense of getting a good deal. Journal of Consumer Psychology, 13(4), 440–453. https://doi.org/https://doi.org/10.1207/S15327663JCP1304_11
- Belanche, D., Casaló, L. V., Flavián, C., & Schepers, J. (2020). Service robot implementation: A theoretical framework and research agenda. The Service Industries Journal, 40(3–4), 203–225. https://doi.org/https://doi.org/10.1080/02642069.2019.1672666
- Belk, R. (1988). Possessions and the extended self. Journal of Consumer Research, 15(2), 139–168. https://doi.org/https://doi.org/10.1086/209154
- Belk, R. (2013). Extended self in a digital world. Journal of Consumer Research, 40(3), 477–500. https://doi.org/https://doi.org/10.1086/671052
- Belk, R. (2020). Ethical issues in service robotics and artificial intelligence. The Service Industries Journal, 1–17. https://doi.org/https://doi.org/10.1080/02642069.2020.1727892
- Bellman, R. (1978). An introduction to artificial intelligence: Can computers think?. Thomson Course Technology. Boyd & Fraser Publishing Company.
- Berger, J. (2014). Word of mouth and interpersonal communication: A review and directions for future research. Journal of Consumer Psychology, 24(4), 586–607. https://doi.org/https://doi.org/10.1016/j.jcps.2014.05.002
- Bues, M., Steiner, M., Stafflage, M., & Krafft, M. (2017). How mobile in-store advertising influences purchase intention: Value drivers and mediating effects from a consumer perspective. Psychology & Marketing, 34(2), 157–174. https://doi.org/https://doi.org/10.1002/mar.20981
- Campo, K., Gijsbrechts, E., & Nisol, P. (2000). Towards understanding consumer response to stock-outs. Journal of Retailing, 76(2), 219–242. https://doi.org/https://doi.org/10.1016/S0022-4359(00)00026-9
- Chaplin, L. N., & Roedder John, D. (2005). The development of self-brand connections in children and adolescents. Journal of Consumer Research, 32(1), 119–129. https://doi.org/https://doi.org/10.1086/426622
- Cheng, S. Y., White, T. B., & Chaplin, L. N. (2012). The effects of self-brand connections on responses to brand failure: A new look at the consumer–brand relationship. Journal of Consumer Psychology, 22(2), 280–288. https://doi.org/https://doi.org/10.1016/j.jcps.2011.05.005
- Dabholkar, P. A., & Spaid, B. I. (2012). Service failure and recovery in using technology-based self-service: Effects on user attributions and satisfaction. The Service Industries Journal, 32(9), 1415–1432. https://doi.org/https://doi.org/10.1080/02642069.2011.600518
- De Angelis, M., Bonezzi, A., Peluso, A. M., Rucker, D. D., & Costabile, M. (2012). On braggarts and gossips: A self-enhancement account of word-of-mouth generation and transmission. Journal of Marketing Research, 49(4), 551–563. https://doi.org/https://doi.org/10.1509/jmr.11.0136
- De Keyser, A., Köcher, S., Alkire, L., Verbeeck, C., & Kandampully, J. (2019). Frontline service technology infusion: Conceptual archetypes and future research directions. Journal of Service Management, 30(1), 156–183. https://doi.org/https://doi.org/10.1108/JOSM-03-2018-0082
- Dong, B., Evans, K. R., & Zou, S. (2008). The effects of customer participation in co-created service recovery. Journal of the Academy of Marketing Science, 36(1), 123–137. https://doi.org/https://doi.org/10.1007/s11747-007-0059-8
- Ducheneaut, N., Wen, M. H., Yee, N., & Wadley, G. (2009). Body and mind: a study of avatar personalization in three virtual worlds. Proceedings of the SIGCHI conference on human factors in computing systems, Boston, MA.
- Dunn, L., & Dahl, D. W. (2012). Self-threat and product failure: How internal attributions of blame affect consumer complaining behavior. Journal of Marketing Research, 49(5), 670–681. https://doi.org/https://doi.org/10.1509/jmr.11.0169
- Eisingerich, A. B., Chun, H. H., Liu, Y., Jia, H., & Bell, S. J. (2015). Why recommend a brand face-to-face but not on Facebook? How word-of-mouth on online social sites differs from traditional word-of-mouth. Journal of Consumer Psychology, 25(1), 120–128. https://doi.org/https://doi.org/10.1016/j.jcps.2014.05.004
- Escalas, J. E. (2004). Narrative processing: Building consumer connections to brands. Journal of Consumer Psychology, 14(1–2), 168–180. doi: https://doi.org/10.1207/s15327663jcp1401&2_19
- Escalas, J. E., & Bettman, J. R. (2003). You are what they eat: The influence of reference groups on consumers’ connections to brands. Journal of Consumer Psychology, 13(3), 339–348. https://doi.org/https://doi.org/10.1207/S15327663JCP1303_14
- Escalas, J. E., & Bettman, J. R. (2005). Self-construal, reference groups, and brand meaning. Journal of Consumer Research, 32(3), 378–389. https://doi.org/https://doi.org/10.1086/497549
- Ferraro, R., Kirmani, A., & Matherly, T. (2013). Look at me! Look at me! Conspicuous brand usage, self-brand connection, and dilution. Journal of Marketing Research, 50(4), 477–488. https://doi.org/https://doi.org/10.1509/jmr.11.0342
- Fournier, S. (1998). Consumers and their brands: Developing relationship theory in consumer research. Journal of Consumer Research, 24(4), 343–373. https://doi.org/https://doi.org/10.1086/209515
- Gomez-Uribe, C. A., & Hunt, N. (2015). The Netflix recommender system: Algorithms, business value, and innovation. ACM Transactions on Management Information Systems (TMIS), 6(4), 1–19. https://doi.org/https://doi.org/10.1145/2843948
- Grégoire, Y., & Fisher, R. J. (2008). Customer betrayal and retaliation: When your best customers become your worst enemies. Journal of the Academy of Marketing Science, 36(2), 247–261. https://doi.org/https://doi.org/10.1007/s11747-007-0054-0
- Grégoire, Y., Ghadami, F., Laporte, S., Sénécal, S., & Larocque, D. (2018). How can firms stop customer revenge? The effects of direct and indirect revenge on post-complaint responses. Journal of the Academy of Marketing Science, 46(6), 1052–1071. https://doi.org/https://doi.org/10.1007/s11747-018-0597-2
- Grégoire, Y., Tripp, T. M., & Legoux, R. (2009). When customer love turns into lasting hate: The effects of relationship strength and time on customer revenge and avoidance. Journal of Marketing, 73(6), 18–32. https://doi.org/https://doi.org/10.1509/jmkg.73.6.18
- Groom, V., Takayama, L., Ochi, P., & Nass, C. (2009). I am my robot: The impact of robot-building and robot form on operators. Proceedings of the 4th ACM/IEEE international conference on Human robot interaction, La Jolla, CA (pp. 31–36).
- Hayes, A. F. (2018). Partial, conditional, and moderated moderated mediation: Quantification, inference, and interpretation. Communication Monographs, 85(1), 4–40. doi: https://doi.org/10.1080/03637751.2017.1352100
- Hennig-Thurau, T., Gwinner, K. P., Walsh, G., & Gremler, D. D. (2004). Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the internet? Journal of Interactive Marketing, 18(1), 38–52. https://doi.org/https://doi.org/10.1002/dir.10073
- Holloway, B. B., & Beatty, S. E. (2003). Service failure in online retailing: A recovery opportunity. Journal of Service Research, 6(1), 92–105. https://doi.org/https://doi.org/10.1177/1094670503254288
- Huang, M. H., & Rust, R. T. (2018). Artificial intelligence in service. Journal of Service Research, 21(2), 155–172. https://doi.org/https://doi.org/10.1177/1094670517752459
- Huang, M. H., Rust, R., & Maksimovic, V. (2019). The feeling economy: Managing in the next generation of artificial intelligence (AI). California Management Review, 61(4), 43–65. https://doi.org/https://doi.org/10.1177/0008125619863436
- Ito, T. A., Larsen, J. T., Smith, N. K., & Cacioppo, J. T. (1998). Negative information weighs more heavily on the brain: The negativity bias in evaluative categorizations. Journal of Personality and Social Psychology, 75(4), 887–900. https://doi.org/https://doi.org/10.1037/0022-3514.75.4.887
- Krach, S., Hegel, F., Wrede, B., Sagerer, G., Binkofski, F., & Kircher, T. (2008). Can machines think? Interaction and perspective taking with robots investigated via fMRI. PloS one, 3(7), Article e2597. https://doi.org/https://doi.org/10.1371/journal.pone.0002597
- Kurzweil, R., Richter, R., Kurzweil, R., & Schneider, M. L. (1990). The age of intelligent machines (Vol. 579. MIT press.
- Larivière, B., Bowen, D., Andreassen, T. W., Kunz, W., Sirianni, N. J., Voss, C., … De Keyser, A. (2017). “Service encounter 2.0”: An investigation into the roles of technology, employees and customers. Journal of Business Research, 79, 238–246. https://doi.org/https://doi.org/10.1016/j.jbusres.2017.03.008
- Leary, M. R., Tambor, E. S., Terdal, S. K., & Downs, D. L. (1995). Self-esteem as an interpersonal monitor: The sociometer hypothesis. Journal of Personality and Social Psychology, 68(3), 518–530. https://doi.org/https://doi.org/10.1037/0022-3514.68.3.518
- Lee, B., & Cranage, D. A. (2018). Causal attributions and overall blame of self-service technology (SST) failure: Different from service failures by employee and policy. Journal of Hospitality Marketing & Management, 27(1), 61–84. https://doi.org/https://doi.org/10.1080/19368623.2017.1337539
- Marinova, D., de Ruyter, K., Huang, M. H., Meuter, M. L., & Challagalla, G. (2017). Getting smart: Learning from technology-empowered frontline interactions. Journal of Service Research, 20(1), 29–42. https://doi.org/https://doi.org/10.1177/1094670516679273
- Mattila, A. S., & Ro, H. (2008). Discrete negative emotions and customer dissatisfaction responses in a casual restaurant setting. Journal of Hospitality & Tourism Research, 32(1), 89–107. https://doi.org/https://doi.org/10.1177/1096348007309570
- Mattila, A. S., & Wirtz, J. (2004). Consumer complaining to firms: The determinants of channel choice. Journal of Services Marketing, 18(2), 147–155. https://doi.org/https://doi.org/10.1108/08876040410528746
- McCollough, M. A., Berry, L. L., & Yadav, M. S. (2000). An empirical investigation of customer satisfaction after service failure and recovery. Journal of Service Research, 3(2), 121–137. https://doi.org/https://doi.org/10.1177/109467050032002
- McKinsey & Company. (2018). AI adoption advances, but foundational barriers remain. https://www.mckinsey.com/featured-insights/artificial-intelligence/ai-adoption-advances-but-foundational-barriers-remain
- Meuter, M. L., Ostrom, A. L., Roundtree, R. I., & Bitner, M. J. (2000). Self-service technologies: Understanding customer satisfaction with technology-based service encounters. Journal of Marketing, 64(3), 50–64. https://doi.org/https://doi.org/10.1509/jmkg.64.3.50.18024
- Moore, D. J., & Homer, P. M. (2008). Self-brand connections: The role of attitude strength and autobiographical memory primes. Journal of Business Research, 61(7), 707–714. https://doi.org/https://doi.org/10.1016/j.jbusres.2007.09.002
- Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460–469. https://doi.org/https://doi.org/10.1177/002224378001700405
- Oliver, R. L., & Bearden, W. O. (1985). Disconfirmation processes and consumer evaluations in product usage. Journal of Business Research, 13(3), 235–246. https://doi.org/https://doi.org/10.1016/0148-2963(85)90029-3
- Oliver, R. L., & Burke, R. R. (1999). Expectation processes in satisfaction formation: A field study. Journal of Service Research, 1(3), 196–214. https://doi.org/https://doi.org/10.1177/109467059913002
- Philp, M., & Nepomuceno, M. V. (2020). When the frugal become wasteful: An examination into how impression management can initiate the end-stages of consumption for frugal consumers. Psychology & Marketing, 37(2), 326–339. https://doi.org/https://doi.org/10.1002/mar.21303
- Philp, M., Pyle, M. A., & Ashworth, L. (2018). Risking the self: The impact of self-esteem on negative word-of-mouth behavior. Marketing Letters, 29(1), 101–113. https://doi.org/https://doi.org/10.1007/s11002-018-9447-8
- PricewaterhouseCoopers. (2018). The macroeconomic impact of artificial intelligence. https://www.pwc.co.uk/economic-services/assets/macroeconomic-impact-of-ai-technical-report-feb-18.pdf
- Ratan, R. A., & Dawson, M. (2016). When Mii is me: A psychophysiological examination of avatar self-relevance. Communication Research, 43(8), 1065–1093. https://doi.org/https://doi.org/10.1177/0093650215570652
- Richins, M. L. (1984). Word-of-mouth communication as negative information. In T. Kinnear (Ed.), Advances in consumer research (pp. 697–702). Association for Consumer Research.
- Sloot, L. M., & Verhoef, P. C. (2008). The impact of brand delisting on store switching and brand switching intentions. Journal of Retailing, 84(3), 281–296. https://doi.org/https://doi.org/10.1016/j.jretai.2008.06.005
- Sloot, L. M., Verhoef, P. C., & Franses, P. H. (2005). The impact of brand equity and the hedonic level of products on consumer stock-out reactions. Journal of Retailing, 81(1), 15–34. https://doi.org/https://doi.org/10.1016/j.jretai.2005.01.001
- Smith, A. K., & Bolton, R. N. (1998). An experimental investigation of customer reactions to service failure and recovery encounters: Paradox or peril? Journal of Service Research, 1(1), 65–81. https://doi.org/https://doi.org/10.1177/109467059800100106
- Suh, K. S., Kim, H., & Suh, E. K. (2011). What if your avatar looks like you? Dual-congruity perspectives for avatar use. MIS Quarterly, 35, 711–729. https://doi.org/https://doi.org/10.2307/23042805
- Sundaram, D. S., Mitra, K., & Webster, C. (1998). Word-of-mouth communications: A motivational analysis. Advances in Consumer Research, 25, 527–531.
- Suri, A., Huang, B., & Sénécal, S. (2019). I can forgive you, but I can’t forgive the firm: An examination of service failures in the sharing economy. Journal of Marketing Theory and Practice, 27(4), 355–370. https://doi.org/https://doi.org/10.1080/10696679.2019.1644958
- Takayama, L. (2012). Perspectives on agency: Interacting with and through personal robots. In M. Zacarias, & J. V. Oliveira (Eds.), Human–computer interaction: The agency perspective (pp. 111–132). Springer-Verlag.
- Tan, T. M., Salo, J., Juntunen, J., & Kumar, A. (2018). A comparative study of creation of self-brand connection amongst well-liked, new, and unfavorable brands. Journal of Business Research, 92, 71–80. https://doi.org/https://doi.org/10.1016/j.jbusres.2018.07.011
- Van Doorn, J., Mende, M., Noble, S. M., Hulland, J., Ostrom, A. L., Grewal, D., & Petersen, J. A. (2017). Domo arigato Mr. Roboto: Emergence of automated social presence in organizational frontlines and customers’ service experiences. Journal of Service Research, 20(1), 43–58. https://doi.org/https://doi.org/10.1177/1094670516679272
- Van Vaerenbergh, Y., Orsingher, C., Vermeir, I., & Larivière, B. (2014). A meta-analysis of relationships linking service failure attributions to customer outcomes. Journal of Service Research, 17(4), 381–398. https://doi.org/https://doi.org/10.1177/1094670514538321
- Wangenheim, F. V. (2005). Postswitching negative word of mouth. Journal of Service Research, 8(1), 67–78. https://doi.org/https://doi.org/10.1177/1094670505276684
- Wangenheim, F. V., & Bayón, T. (2004). The effect of word of mouth on services switching. European Journal of Marketing, 38(9), 1173–1185. https://doi.org/https://doi.org/10.1108/03090560410548924
- Ward, J. C., & Ostrom, A. L. (2006). Complaining to the masses: The role of protest framing in customer-created complaint web sites. Journal of Consumer Research, 33(2), 220–230. https://doi.org/https://doi.org/10.1086/506303
- Wason, K. D., Polonsky, M. J., & Hyman, M. R. (2002). Designing vignette studies in marketing. Australasian Marketing Journal, 10(3), 41–58. https://doi.org/https://doi.org/10.1016/S1441-3582(02)70157-2
- Weiner, B. (1985). An attributional theory of achievement motivation and emotion. Psychological Review, 92(4), 548–573. https://doi.org/https://doi.org/10.1037/0033-295X.92.4.548
- Weiner, B. (2000). Attributional thoughts about consumer behavior. Journal of Consumer Research, 27(3), 382–387. https://doi.org/https://doi.org/10.1086/317592
- Weiss, L., & Johar, G. V. (2013). Egocentric categorization and product judgment: Seeing your traits in what you own (and their opposite in what you don't). Journal of Consumer Research, 40(1), 185–201. doi: https://doi.org/10.1086/669330
- Weiss, L., & Johar, G. V. (2016). Products as self-evaluation standards: When owned and unowned products have opposite effects on self-judgment. Journal of Consumer Research, 42(6), 915–930. https://doi.org/https://doi.org/10.1093/jcr/ucv097
- Wetzer, I. M., Zeelenberg, M., & Pieters, R. (2007). “Never eat in that restaurant, I did!”: Exploring why people engage in negative word-of-mouth communication. Psychology & Marketing, 24(8), 661–680. https://doi.org/https://doi.org/10.1002/mar.20178
- Wirtz, J., Patterson, P. G., Kunz, W. H., Gruber, T., Lu, V. N., Paluch, S., & Martins, A. (2018). Brave new world: Service robots in the frontline. Journal of Service Management, 29(5), 907–931. https://doi.org/https://doi.org/10.1108/JOSM-04-2018-0119