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This paper aims to discover how consumers process an innovative set of systematically varied service trial offers and how this affects their learning and interaction as precursors to customer engagement.

The research uses experiments that manipulate pricing, type of service and delivery method. A repeated-measures design was used with a sample of 396 participants.

Free (as opposed to cost or full price) service trials were more likely to be accepted, with perceived truthfulness of the trial offer and perceived obligation mediating the relationship. Credence service trials generate higher levels of perceived obligation than experience service trial offers, while personal services are more likely to lead to trial adoption.

The research can be extended to well-recognized brands and further mixed service contexts.

Trial offers of new services are best targeted at buyers who are in the likely buyer group. The trial offer may accelerate time to purchase and relieve perceived risks. The trials of credence services need further signals of quality in the trial itself for consumers to adopt the full service. With personal service trials, skeptical consumers need assurance as to what will happen after the trial experience. Free trials may actually devalue a service, threatening engagement.

Uniquely, service trial offers are systematically manipulated using experience versus credence and personal versus impersonal trials to determine their effect on acceptance of the trial offer and the full service. Additionally, the study compares free, cost price and full price trial offers.

The purpose of this paper is to propose a dedication-constraint-temptation (DCT) model to study the factors influencing customers’ loyalty to mobile data service (MDS) providers. The DCT model explicitly explores the important yet overlooked role of alternative attractiveness (the temptation-based mechanism) as a mediator and the boundary condition of their interrelationships (e.g. relationship length). The model also integrates new and established antecedents of customer-based brand equity (C-BBE) (the dedication-based mechanism) and switching barriers (the constraint-based mechanism).

The proposed model is tested using partial least squares–structural equation modeling with a sample of 331 MDS users.

The results indicate that C-BBE has an indirect effect on customer loyalty (via alternative attractiveness) in both relationship groups (shorter- vs longer-term). However, the indirect effect of switching barriers on customer loyalty only exists in longer established relationships. The results from multi-group analysis reveal that the effect of switching barriers on alternative attractiveness significantly differs across groups. In addition, customer value anticipation and procedural switching costs appear to be the most salient antecedents of C-BBE and switching barriers for both groups.

This study makes an incremental contribution by incorporating the temptation-based mechanism as a mediator and relationship length as a moderator into the dedication-constraint model. This study also extends the information systems and brand management literatures by demonstrating the strategic importance of customer value anticipation in the information and communication technology brand equity-building.

Service robots are gradually becoming more anthropomorphic and intelligent. This research aims to investigate how anthropomorphic service robots with different levels of intelligence affect their human counterparts.

Two between-subject experimental studies were used to test whether different levels of service robot anthropomorphism with different levels of intelligence influence employees' morale and resistance to service robots.

Study 1 shows that the effect of service robot anthropomorphism (low vs. high) on employees' resistance and morale is mediated by perceived job-security threat. Study 2 validates this mediating effect and shows that it is moderated by the type of AI (mechanical vs. analytical). Specifically, when exposed to mechanical AI-powered service robots, employees exhibit a higher perceived job-security threat toward robots with a high (vs. low) degree of anthropomorphism. This moderating effect is not observed when employees are exposed to analytical AI-powered service robots. This moderated mediation effect is also found for the signing of a petition as the behavioral outcome.

Service firms considering the adoption of mechanical AI-powered service robots should choose a low (vs. high) anthropomorphic robot to reduce the sense of job-security threat felt by human employees, which subsequently increases their acceptance. However, if analytical AI-powered service robots with are to replace their human employees, the degree of anthropomorphism becomes irrelevant.

This is the first empirical study to explore how anthropomorphic service robots can influence human employees' evaluations and behaviors.

The purpose of this study is to explore customer-artificial intelligence (AI) service technology engagement and relationship development drivers, as well as potential negative consequences in the context of social chatbots.

A sequential mixed-method approach combined exploratory qualitative and confirmatory quantitative analyses. A conceptual model developed from Study 1 qualitative content analysis of in-depth interviews with active users of the AI social chatbot Replika was tested in Study 2 by analyzing survey data obtained from current Replika users.

Loneliness, trust and chatbot personification drive consumer engagement with social chatbots, which fosters relationship development and has the potential to cause chatbot psychological dependence. Attachment to a social chatbot intensifies the positive role of engagement in relationship development with the chatbot.

This study was the first to combine qualitative and quantitative approaches to explore drivers, boundary conditions and consequences of relationship and dependence formation with social chatbots. The authors proposed and empirically tested a novel theoretical model that revealed an engagement-based mechanism of relationship and dependence formation with social chatbots.

The human service triad (i.e. the relationship between the customer, frontline employee (FLE) and managerial employee) experiences a range of well-being challenges when faced with the introduction of service robots. Despite growth in service robot scholarship, understanding of the well-being challenges affecting the human service triad remains fragmented. Hence, the purpose of this paper is to synthesise the literature and offer a research agenda aligned with the proposed Robotic-Human Service Trilemma. By taking a job performance approach (which considers the actions, behaviours and outcomes linked to organisational goals), the Robotic-Human Service Trilemma conceptualises three well-being challenges (intrusion, sideline and interchange). These challenges are realised via the realistic capabilities and constraints of service robot implementation.

This research relies on a systematic review of all disciplines concerning service robots. In total, 82 articles were analysed using thematic coding and led to the development of the Robotic-Human Service Trilemma and research agenda.

The analyses reveal the Robotic-Human Service Trilemma consists of three challenges: intrusion, sideline and indifference. The findings demonstrate that FLEs are required to counterbalance the constraints of service robots, leading to an uneven well-being burden within the human service triad. This paper suggests a research agenda for investigation of the challenges that underpin the Robotic-Human Service Trilemma.

Through the conceptualisation of the Robotic-Human Service Trilemma, this study is the first to explore how states of well-being equilibrium exist within the human service triad and how these states are challenged by service robots. The authors present a balanced centricity perspective to well-being that contrasts previous trade-off approaches and that enhances the body of service robot literature with a well-being lens.

The purpose of this paper is to explore the socio-economic impacts of AIDS on families caring for AIDS-orphaned children in Mbeya rural district, Tanzania.

A qualitative inquiry employing one-on-one in-depth interviews was conducted in 2015. Purposive sampling technique was used to recruit participants (n=24) comprising 20 heads of families caring for AIDS-orphaned children, two local government staff and two staff from Isangati Agricultural Development Organisation – a non-government organisation. Qualitative data were analysed using thematic and framework approach.

Results demonstrated that families caring for AIDS-orphaned children experienced severe socio-economic impacts of the epidemic. Reduction in household savings, increase in living expenses on health care and increased education fees were the identified economic impacts on these families. Social impacts included labour shortage, withdrawal of children from school and increased demand for food.

There is a need for urgent responses and for scaling up programmes delivered by organisations, institutions and the government of Tanzania to help families cope with these impacts.

This study provides evidence on socio-economic impacts of AIDS on families caring for AIDS-orphaned children in Tanzania. An understanding of these impacts can help governmental and non-governmental institutions and programme planners to address the problem in their policies and develop evidence-based strategies and interventions in responding to the problem in Mbeya and Tanzania. Moreover, responses to reducing the impacts of AIDS on families require a holistic approach that encourages the involvement of all sectors and agents outside of the health sector.

The purpose of this paper is to describe content topics and teaching methods for a new undergraduate course in business administration on managing for workplace mental health. It then discusses a preliminary evaluation of the course.

Research-supported content and teaching methods were developed and implemented. n=18 undergraduates completed pre- and post-course quantitative measures related to course goals, and a qualitative post-course survey about course content and delivery.

Analysis of pre- and post-course quantitative measures demonstrated significant increases in mental health-related knowledge; other-directed, mental health supportive behaviours; mental health promotion self-efficacy; mental health promotion intentions; and self-compassion; as well as significant decreases in stigmatising attitudes. Effect sizes were moderate to large, indicating usefulness. Qualitative, post-course data indicated that positive aspects of course content were those that enhanced knowledge of mental health conditions; skills for managing workplace mental health concerns; and attitudes towards those suffering from mental illness. Qualitative post-course data indicated that positive aspects of course delivery were specific teaching strategies and teaching qualities.

Results support the continued development and use of a course for business students on managing workplace mental health. Additional, larger scale evaluation would be helpful.

Detailed information is provided about the course structure, content, resources and teaching methods, which could be used in other settings.

The workplace is an important site for early identification and intervention of mental health concerns, regardless of their origin or cause. This research supports the usefulness of training prospective business managers in this regard.

Coverage of mental health-related topics with business students has been scant to absent. This project developed, implemented and evaluated a new course.