nach oben

Erschienen in:

2024 | OriginalPaper | Buchkapitel

10. The Customer Experience with Fashion Sale Robots: A Psycho-interpretative Framework

verfasst von : Raffaella Montera, Maria Vincenza Ciasullo, Nicola Cucari, Rosario Bianco

Erschienen in: Digital Transformation for Fashion and Luxury Brands

Verlag: Springer International Publishing

Einloggen

Aktivieren Sie unsere intelligente Suche, um passende Fachinhalte oder Patente zu finden.

search-config

KI-gestützte Suche

Aus

Abstract

This chapter aims to conceptually examine how perceptions of a customer experience with service robots are formed in a fashion retail context. The theoretical backbone is the integration of managerial and marketing view of human-machine interaction through Variety Information Model (VIM) and a psychological approach to the user adoption of new technologies according to Cognitive-Affective-Conative (CAC) model. The existing body of knowledge on humans’ reactions to service robots in a fashion retail context is enriched by proposing a new and multidisciplinary framework in which information units are the antecedents of customers’ experiences; synthesis schemes affect the cognitive experience; general schemes impact the conative experience; and categorical values are linked to the affective experience. The factors, from the customer’s side, conditioning the customer experience with fashion sale robots are thereby highlighted.

Sie haben noch keine Lizenz? Dann Informieren Sie sich jetzt über unsere Produkte:

Springer Professional "Wirtschaft+Technik"

Online-Abonnement

Mit Springer Professional "Wirtschaft+Technik" erhalten Sie Zugriff auf:

über 102.000 Bücher
über 537 Zeitschriften

aus folgenden Fachgebieten:

Automobil + Motoren
Bauwesen + Immobilien
Business IT + Informatik
Elektrotechnik + Elektronik
Energie + Nachhaltigkeit
Finance + Banking
Management + Führung
Marketing + Vertrieb
Maschinenbau + Werkstoffe
Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

Jetzt informieren

Springer Professional "Wirtschaft"

Online-Abonnement

Mit Springer Professional "Wirtschaft" erhalten Sie Zugriff auf:

über 67.000 Bücher
über 340 Zeitschriften

aus folgenden Fachgebieten:

Bauwesen + Immobilien
Business IT + Informatik
Finance + Banking
Management + Führung
Marketing + Vertrieb
Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

Jetzt informieren

Vorheriges Kapitel Celebrities, Social Media Influencers and Reference Groups

Nächstes Kapitel Enterprise Social Media and Digital Creativity for Fashion Brands

Barile, S. (2009). Management sistemico vitale. Giappichelli, Torino.

Barile, S., Bassano, C., Piciocchi, P., Saviano, M., & Spohrer, J. C. (2021). Empowering value co-creation in the digital age. Journal of Business & Industrial Marketing. https://doi.org/10.1108/JBIM-12-2019-0553

Barile, S., Pels, J., Polese, F., & Saviano, M. (2012). An introduction to the viable systems approach and its contribution to marketing. Journal of Business Market Management, 5(2), 54–78.

Belanche, D., Casaló, L. V., Flavián, C., & Schepers, J. (2020). Robots or frontline employees? Exploring customers’ attributions of responsibility and stability after service failure or success. Journal of Service Management, 31(2), 267–289.CrossRef

Bornet, P., Barkin, I., & Wirtz, J. (2021). Intelligent automation: Welcome to the world of hyperautomation. World Scientific Books.CrossRef

Brengman, M., De Gauquier, L., Willems, K., & Vanderborght, B. (2021). From stopping to shopping: An observational study comparing a humanoid service robot with a tablet service kiosk to attract and convert shoppers. Journal of Business Research, 134, 263–274.CrossRef

Čaić, M., Odekerken-Schröder, G., & Mahr, D. (2018). Service robots: Value co-creation and co-destruction in elderly care networks. Journal of Service Management, 29(2), 178–205.CrossRef

Chang, K. C. (2016). Effect of servicescape on customer behavioral intentions: Moderating roles of service climate and employee engagement. International Journal of Hospitality Management, 53, 116–128.CrossRef

Choi, S., Mattila, A. S., & Bolton, L. E. (2020). To err is human (-oid): How do consumers react to robot service failure and recovery? Journal of Service Research, 24(3), 354–371.CrossRef

Ciasullo, M. V., Polese, F., Montera, R., & Carrubbo, L. (2021). A digital servitization framework for viable manufacturing companies. Journal of Business & Industrial Marketing, 36(13), 142–160.CrossRef

Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 319–340.

De Bellis, E., & Johar, G. V. (2020). Autonomous shopping systems: Identifying and overcoming barriers to consumer adoption. Journal of Retailing, 96(1), 74–87.CrossRef

De Keyser, A., & Kunz, W. H. (2022). Living and working with service robots: A TCCM analysis and considerations for future research. Journal of Service Management, 33(2), 165–196.CrossRef

Fernandes, T., & Oliveira, E. (2021). Understanding consumers’ acceptance of automated technologies in service encounters: Drivers of digital voice assistants adoption. Journal of Business Research, 122, 180–191.CrossRef

Gao, W., Fan, H., Li, W., & Wang, H. (2021). Crafting the customer experience in omnichannel contexts: The role of channel integration. Journal of Business Research, 126, 12–22.CrossRef

Hollebeek, L. D., Sprott, D. E., & Brady, M. K. (2021). Rise of the machines? Customer engagement in automated service interactions. Journal of Service Research, 24(1), 3–8.CrossRef

Huang, D., Chen, Q., Huang, J., Kong, S., & Li, Z. (2021). Customer-robot interactions: Understanding customer experience with service robots. International Journal of Hospitality Management, 99, 103078.CrossRef

Huang, M. H., & Rust, R. T. (2021). Engaged to a robot? The role of AI in service. Journal of Service Research, 24(1), 30–41.CrossRef

Huang, Y. M., Lou, S. J., Huang, T. C., & Jeng, Y. L. (2019). Middle-aged adults’ attitudes toward health app usage: A comparison with the cognitive-affective-conative model. Universal Access in the Information Society, 18(4), 927–938.CrossRef

Ju, N., Kim, T. H., & Im, H. (2022). Artificial intelligence for the fashion and retail industry: Insights from network analysis of the current literature. In International Textile and Apparel Association Annual Conference Proceedings (Vol. 78, No. 1). Iowa State University Digital Press.

Kunz, W. H., & Walsh, G. (2020). After the revolution—New chances for service research in a digital world. Journal of Service Management, 31(3), 597–607.CrossRef

Lee, W. H., Lin, C. W., & Shih, K. H. (2018). A technology acceptance model for the perception of restaurant service robots for trust, interactivity, and output quality. International Journal of Mobile Communications, 16(4), 361–376.CrossRef

Lin, J. (2014). The effects of gratifications on intention to read citizen journalism news: The mediating effect of attitude. Computers in Human Behavior, 36, 129–137.CrossRef

Lu, V. N., Wirtz, J., Kunz, W. H., Paluch, S., Gruber, T., Martins, A., & Patterson, P. G. (2020). Service robots, customers and service employees: What can we learn from the academic literature and where are the gaps? Journal of Service Theory and Practice, 30(3), 361–391.CrossRef

Luce, L. (2018). Artificial intelligence for fashion. Apress—Springer Nature.

McLeay, F., Osburg, V., Yoganathan, V., & Patterson, A. (2021). Replaced by a robot: Service implications in the age of the machine. Journal of Service Research, 24(1), 104–121.CrossRef

Meyer, P., Roth, A., & Gutknecht, K. (2023). Service robots in organisational frontlines—A retail managers’ perspective. Journal of Retailing and Consumer Services, 70, 103173.CrossRef

Mishra, A., Shukla, A., & Sharma, S. K. (2022). Psychological determinants of users’ adoption and word-of-mouth recommendations of smart voice assistants. International Journal of Information Management, 67, 102413.CrossRef

Murphy, J., Gretzel, U., & Pesonen, J. (2019). Marketing robot services in hospitality and tourism: The role of anthropomorphism. Journal of Travel & Tourism Marketing, 36(7), 784–795.CrossRef

Naeem, M., & Ozuem, W. (2021). Understanding misinformation and rumors that generated panic buying as a social practice during COVID-19 pandemic: Evidence from Twitter, YouTube and focus group interviews. Information Technology and People, 35(7), 2140–2166.CrossRef

Ozuem, W., Ranfagni, S., Willis, M., Rovai, S., & Howell, K. (2021b). Exploring customers’ responses to online service failure and recovery strategies during Covid-19 pandemic: An actor–network theory perspective. Psychology & Marketing, 38(9), 1440–1459.CrossRef

Ozuem, W., Willis, M., Howell, K., Helal, G., Ranfagni, S., & Lancaster, G. (2021a). Effects of online brand communities on millennials’ brand loyalty in the fashion industry. Psychology & Marketing, 38(5), 774–793.CrossRef

Paluch, S., & Wirtz, J. (2020). Artificial intelligence and robots in the service encounter. Journal of Service Management Research, 4(1), 3–8.CrossRef

Pantano, E., & Pizzi, G. (2020). Forecasting artificial intelligence on online customer assistance: Evidence from chatbot patents analysis. Journal of Retailing and Consumer Services, 55, 1–9.CrossRef

Pantano, E., Priporas, C. V., Sorace, S., & Iazzolino, G. (2017). Does innovation-orientation lead to retail industry growth? Empirical evidence from patent analysis. Journal of Retailing and Consumer Services, 34, 88–94.CrossRef

Pillai, R., Sivathanu, B., & Dwivedi, Y. K. (2020). Shopping intention at AI-powered automated retail stores (AIPARS). Journal of Retailing and Consumer Services, 57, 102207.CrossRef

Pitardi, V., Wirtz, J., Paluch, S., & Kunz, W. H. (2022). Service robots, agency and embarrassing service encounters. Journal of Service Management, 33(2), 389–414.CrossRef

Robinson, S., Orsingher, C., Alkire, L., De Keyser, A., Giebelhausen, M., Papamichail, K. N., Shams, P., & Temerak, M. S. (2020). Frontline encounters of the AI kind: An evolved service encounter framework. Journal of Business Research, 116, 366–376.CrossRef

Scherer, K. R., Schorr, A., & Johnstone, T. (2001). Appraisal processes in emotion: Theory, methods, research. Oxford University Press.CrossRef

Shin, H. (2022). A critical review of robot research and future research opportunities: Adopting a service ecosystem perspective. International Journal of Contemporary Hospitality Management, 34(6), 2337–2358.CrossRef

Simone, C., Barile, S., & Grandinetti, R. (2021). The emergence of new market spaces: Brokerage and firm cognitive endowment. Journal of Business Research, 134, 457–466.CrossRef

Song, S. Y., & Kim, Y. K. (2022). Factors influencing consumers’ intention to adopt fashion robot advisors: Psychological network analysis. Clothing and Textiles Research Journal, 40(1), 3–18.CrossRef

Subero-Navarro, Á., Pelegrín-Borondo, J., Reinares-Lara, E., & Olarte-Pascual, C. (2022). Proposal for modeling social robot acceptance by retail customers: CAN model+ technophobia. Journal of Retailing and Consumer Services, 64, 102813.CrossRef

Taylor, S., Jr. (2020). The socially distant servicescape: An investigation of consumer preference’s during the re-opening phase. International Journal of Hospitality Management, 91, 102692.CrossRef

Venkatesh, V., Thong, J. Y., & Xu, X. (2012). Consumer acceptance and use of information technology: Extending the unified theory of acceptance and use of technology. MIS Quarterly, 36(1), 157–178.CrossRef

Wang, X., Liu, Y., He, W., Wuji, S., & Luo, R. (2022). The impact of artificial intelligence voice assistants on consumer experience based on the Cognitive-Affective-Conative model. Available at SSRN 4017405.

Willems, K., Verhulst, N., De Gauquier, L., & Brengman, M. (2022). Frontline employee expectations on working with physical robots in retailing. Journal of Service Management. https://doi.org/10.1108/JOSM-09-2020-0340

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.CrossRef

Wu, L., Fan, A., Yang, Y., & He, Z. (2021). Robotic involvement in the service encounter: A value-centric experience framework and empirical validation. Journal of Service Management, 32(5), 783–812.CrossRef

Xiao, L., & Kumar, V. (2021). Robotics for customer service: A useful complement or an ultimate substitute? Journal of Service Research, 24(1), 9–29.CrossRef

Titel: The Customer Experience with Fashion Sale Robots: A Psycho-interpretative Framework
verfasst von: Raffaella Montera
Maria Vincenza Ciasullo
Nicola Cucari
Rosario Bianco
Verlag: Springer International Publishing
Buch: Digital Transformation for Fashion and Luxury Brands
Print ISBN: 978-3-031-35588-2

Electronic ISBN: 978-3-031-35589-9

Copyright-Jahr: 2024
DOI: https://doi.org/10.1007/978-3-031-35589-9_10