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Article
Publication date: 14 September 2021

Joris Boonen, Ankie Hoefnagels, Mark Pluymaekers and Armand Odekerken

The authors examine the role of internationalisation at-home activities and an international classroom at a home institution to promote intercultural competence development during…

408

Abstract

Purpose

The authors examine the role of internationalisation at-home activities and an international classroom at a home institution to promote intercultural competence development during a study abroad.

Design/methodology/approach

The authors use large scale longitudinal data from the global mind monitor (GMM) (2018–2020) to examine change over time in both multicultural personality (MPQ) and cultural knowledge (CQ) among students in Dutch higher education institutions. The authors analyse the moderating effect of the preparation in the home institution by looking at the added value of both intercultural communication courses and international classroom setting for intercultural competence development during a study abroad.

Findings

The results show that particularly courses on intercultural communication significantly promote intercultural competence development during a stay abroad. Frequent interactions with international staff also seem to be beneficial for this development.

Research limitations/implications

This study was conducted in the Netherlands, in one of the most internationalised educational systems in the world. Therefore, it is difficult to generalise these findings to other contexts before any further empirical research is conducted.

Practical implications

Based on the findings, the authors formulate practical advice for higher education institutions that aim to get the most out of the international learning outcomes of a study abroad.

Originality/value

This paper is the first to assess the moderating effect of preparatory internationalisation at home initiatives on the intercultural learning effects of international experiences later on in a study program. Other studies have proposed that these effects will exist but have not tested them empirically with longitudinal data.

Details

International Journal of Educational Management, vol. 35 no. 7
Type: Research Article
ISSN: 0951-354X

Keywords

Available. Open Access. Open Access
Article
Publication date: 23 July 2019

Michelle M.E. van Pinxteren, Ruud W.H. Wetzels, Jessica Rüger, Mark Pluymaekers and Martin Wetzels

Service robots can offer benefits to consumers (e.g. convenience, flexibility, availability, efficiency) and service providers (e.g. cost savings), but a lack of trust hinders…

23149

Abstract

Purpose

Service robots can offer benefits to consumers (e.g. convenience, flexibility, availability, efficiency) and service providers (e.g. cost savings), but a lack of trust hinders consumer adoption. To enhance trust, firms add human-like features to robots; yet, anthropomorphism theory is ambiguous about their appropriate implementation. This study therefore aims to investigate what is more effective for fostering trust: appearance features that are more human-like or social functioning features that are more human-like.

Design/methodology/approach

In an experimental field study, a humanoid service robot displayed gaze cues in the form of changing eye colour in one condition and static eye colour in the other. Thus, the robot was more human-like in its social functioning in one condition (displaying gaze cues, but not in the way that humans do) and more human-like in its appearance in the other (static eye colour, but no gaze cues). Self-reported data from 114 participants revealing their perceptions of trust, anthropomorphism, interaction comfort, enjoyment and intention to use were analysed using partial least squares path modelling.

Findings

Interaction comfort moderates the effect of gaze cues on anthropomorphism, insofar as gaze cues increase anthropomorphism when comfort is low and decrease it when comfort is high. Anthropomorphism drives trust, intention to use and enjoyment.

Research limitations/implications

To extend human–robot interaction literature, the findings provide novel theoretical understanding of anthropomorphism directed towards humanoid robots.

Practical implications

By investigating which features influence trust, this study gives managers insights into reasons for selecting or optimizing humanoid robots for service interactions.

Originality/value

This study examines the difference between appearance and social functioning features as drivers of anthropomorphism and trust, which can benefit research on self-service technology adoption.

Details

Journal of Services Marketing, vol. 33 no. 4
Type: Research Article
ISSN: 0887-6045

Keywords

Available. Open Access. Open Access
Article
Publication date: 18 June 2020

Michelle M.E. Van Pinxteren, Mark Pluymaekers and Jos G.A.M. Lemmink

Conversational agents (chatbots, avatars and robots) are increasingly substituting human employees in service encounters. Their presence offers many potential benefits, but…

19007

Abstract

Purpose

Conversational agents (chatbots, avatars and robots) are increasingly substituting human employees in service encounters. Their presence offers many potential benefits, but customers are reluctant to engage with them. A possible explanation is that conversational agents do not make optimal use of communicative behaviors that enhance relational outcomes. The purpose of this paper is to identify which human-like communicative behaviors used by conversational agents have positive effects on relational outcomes and which additional behaviors could be investigated in future research.

Design/methodology/approach

This paper presents a systematic review of 61 articles that investigated the effects of communicative behaviors used by conversational agents on relational outcomes. A taxonomy is created of all behaviors investigated in these studies, and a research agenda is constructed on the basis of an analysis of their effects and a comparison with the literature on human-to-human service encounters.

Findings

The communicative behaviors can be classified along two dimensions: modality (verbal, nonverbal, appearance) and footing (similarity, responsiveness). Regarding the research agenda, it is noteworthy that some categories of behaviors show mixed results and some behaviors that are effective in human-to-human interactions have not yet been investigated in conversational agents.

Practical implications

By identifying potentially effective communicative behaviors in conversational agents, this study assists managers in optimizing encounters between conversational agents and customers.

Originality/value

This is the first study that develops a taxonomy of communicative behaviors in conversational agents and uses it to identify avenues for future research.

Details

Journal of Service Management, vol. 31 no. 2
Type: Research Article
ISSN: 1757-5818

Keywords

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Article
Publication date: 24 February 2022

Arne De Keyser and Werner H. Kunz

Service robots are now an integral part of people's living and working environment, making service robots one of the hot topics for service researchers today. Against that…

4614

Abstract

Purpose

Service robots are now an integral part of people's living and working environment, making service robots one of the hot topics for service researchers today. Against that background, the paper reviews the recent service robot literature following a Theory-Context-Characteristics-Methodology (TCCM) approach to capture the state of art of the field. In addition, building on qualitative input from researchers who are active in this field, the authors highlight where opportunities for further development and growth lie.

Design/methodology/approach

The paper identifies and analyzes 88 manuscripts (featuring 173 individual studies) published in academic journals featured on the SERVSIG literature alert. In addition, qualitative input gathered from 79 researchers who are active in the service field and doing research on service robots is infused throughout the manuscript.

Findings

The key research foci of the service robot literature to date include comparing service robots with humans, the role of service robots' look and feel, consumer attitudes toward service robots and the role of service robot conversational skills and behaviors. From a TCCM view, the authors discern dominant theories (anthropomorphism theory), contexts (retail/healthcare, USA samples, Business-to-Consumer (B2C) settings and customer focused), study characteristics (robot types: chatbots, not embodied and text/voice-based; outcome focus: customer intentions) and methodologies (experimental, picture-based scenarios).

Originality/value

The current paper is the first to analyze the service robot literature from a TCCM perspective. Doing so, the study gives (1) a comprehensive picture of the field to date and (2) highlights key pathways to inspire future work.

Details

Journal of Service Management, vol. 33 no. 2
Type: Research Article
ISSN: 1757-5818

Keywords

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Article
Publication date: 15 December 2022

Mark Anthony Camilleri and Metin Kozak

This study aims to investigate perceptions about interactive travel websites. The researchers hypothesize that engaging content, the quality of information and source credibility…

1064

Abstract

Purpose

This study aims to investigate perceptions about interactive travel websites. The researchers hypothesize that engaging content, the quality of information and source credibility have a significant effect on the consumers’ utilitarian motivations to continue using them in the future.

Design/methodology/approach

A structured survey questionnaire was used to gather data from 1,287 online users, who were members of two popular social media groups. The methodology relied on a partial least squares approach to analyze the causal relationships within an extended information adoption model (IAM).

Findings

The findings reveal that the research participants perceive the utility of interactive travel websites and are willing to continue using them, particularly the responsive ones. The research participants suggest that these sites are easy to use, capture their attention and offer them useful information on various tourism services. The results also indicate that they appreciate their source credibility (in terms of their trustworthiness and expertise of their curators) as well as their quality content.

Research limitations/implications

This study integrates key measures from the IAM with a perceived interactivity construct, to better understand the individuals’ acceptance and use of interactive websites.

Practical implications

This research implies that service businesses ought to have engaging websites that respond to consumer queries in a timely manner. Hence, they should offer a seamless experience to their visitors to encourage loyal behaviors and revisit intentions to their online domains.

Originality/value

To the best of the authors’ knowledge, there are no other studies that incorporated an interactive engagement construct with key constructs from IAM and from the technology acceptance model (TAM). This contribution underlines the importance of measuring the individuals’ perceptions about the engagement capabilities of interactive media when investigating information and/or technology adoption.

Available. Open Access. Open Access
Article
Publication date: 25 August 2021

Gaby Odekerken-Schröder, Kars Mennens, Mark Steins and Dominik Mahr

Recent service studies suggest focusing on the service triad consisting of technology-customer-frontline employee (FLE). This study empirically investigates the role of service…

11937

Abstract

Purpose

Recent service studies suggest focusing on the service triad consisting of technology-customer-frontline employee (FLE). This study empirically investigates the role of service robots in this service triad, with the aim to understand the augmentation or substitution role of service robots in driving utilitarian and hedonic value and ultimately customer repatronage.

Design/methodology/approach

In study 1, field data are collected from customers (n = 108) who interacted with a service robot and FLE in a fast casual dining restaurant. Structural equation modeling (SEM) is used to test hypotheses about the impact of service robots' anthropomorphism, social presence, value perceptions and augmentation opportunities in the service triad. In study 2, empirical data from a scenario-based experimental design (n = 361) complement the field study by further scrutinizing the interplay between the service robot and FLEs within the service triad.

Findings

The study provides three important contributions. First, the authors provide empirical evidence for the interplay between different actors in the “customer-FLE-technology” service triad resulting in customer repatronage. Second, the empirical findings advance the service management literature by unraveling the relationship between anthropomorphism and social presence and their effect on perceived value in the service triad. And third, the study identifies utilitarian value of service robots as a driver of customer repatronage in fast casual dining restaurants.

Practical implications

The results help service managers, service robot engineers and designers, and policy makers to better understand the implications of anthropomorphism, and how the utilitarian value of service robots can offer the potential for augmentation or substitution roles in the service triad.

Originality/value

Building on existing conceptual and laboratory studies on service robots, this is one of the first field studies on the service triad consisting of service robots – customers – frontline employees. The empirical study on service triads provides evidence for the potential of FLEs to augment service robots that exhibit lower levels of functional performance to achieve customer repatronage. FLEs can do this by demonstrating a high willingness to help and having excellent interactions with customers. This finding advocates the joint service delivery by FLE – service robot teams in situations where service robot technology is not fully optimized.

Details

Journal of Service Management, vol. 33 no. 2
Type: Research Article
ISSN: 1757-5818

Keywords

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Article
Publication date: 9 April 2024

Marco Savastano, Isabelle Biclesanu, Sorin Anagnoste, Francesco Laviola and Nicola Cucari

The contemporary business environment is characterised by an increasing reliance on artificial intelligence, automation, optimisation, efficient communication and data-driven…

784

Abstract

Purpose

The contemporary business environment is characterised by an increasing reliance on artificial intelligence, automation, optimisation, efficient communication and data-driven decision making. Based on the limited academic literature that examines the managerial perspective on enterprise chatbots, the paper aims to explore organisational needs and expectations for enterprise chatbots from a managerial perspective, assesses the relationship between managerial knowledge and managerial opinion regarding enterprise chatbots, and delivers a framework for integrating chatbots into the digital workforce.

Design/methodology/approach

The paper presents a quantitative design. An online, self-administered survey yielded 111 valid responses from managers in service and manufacturing organisations based on convenience and snowball sampling strategies. Given the nature of the data and the research questions, the research was conducted using principal component analysis, parallel analysis, correlation, internal consistency and difference in means tests.

Findings

This research explores the managerial perspective on enterprise chatbots from multiple perspectives (i.e., adoption, suitability, development requirements, benefits, barriers, performance and implications), presents a heat map of the average level of chatbot need across industries and business units, highlights the urgent need for education and training initiatives targeted at decision makers, and provides a strategic framework for successful chatbot implementation.

Practical implications

This study equips managers and practitioners dealing with enterprise chatbots with knowledge to effectively leverage the expected benefits of investing in this technology for their organisations. It offers direction for developers in designing chatbots that align with organisational expectations, capabilities and skills.

Originality/value

Insights for managers, researchers and chatbot developers are provided. The work complements the few academic studies that examine enterprise chatbots from a managerial perspective and enriches related commercial studies with more rigourous statistical analysis. The paper contributes to the ongoing discourse on decision-making in the context of technology development, integration and education.

Details

Management Decision, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0025-1747

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Article
Publication date: 24 May 2022

Vitor Lima, Marco Tulio Zanini and Hélio Arthur Reis Irigaray

This research investigates and conceptualizes non-dyadic human–robot interactions (HRI).

319

Abstract

Purpose

This research investigates and conceptualizes non-dyadic human–robot interactions (HRI).

Design/methodology/approach

The authors conducted a netnographic study of the Facebook group called “iRobot – Roomba,” an online brand community dedicated to Roomba vacuums. Their data analysis employed an abductive approach, which extended the grounded theory method.

Findings

Dyadic portrayals of human–robot interactions can be expanded to consider other actants that are relevant to the consumption experiences of consumer robots. Not only humans but also nonhumans, such as an online brand community, have a meaningful role to play in shaping interactions between humans and robots.

Research limitations/implications

The present study moves theoretical discussions on HRI from the individual level grounded in a purely psychological approach to a more collective and sociocultural approach.

Practical implications

If managers do not have a proper assessment of human–robot interactions that considers different actants and their role in the socio-technical arrangement, they will find it more challenging to design and suggest new consumption experiences.

Originality/value

Unlike most previous marketing and consumer research on human–robot interactions, we show that different actants exert agency in different ways, at different times and with different socio-technical arrangements.

Details

Marketing Intelligence & Planning, vol. 40 no. 6
Type: Research Article
ISSN: 0263-4503

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Article
Publication date: 27 January 2025

Yajie Gao, Yaping Chang, Yinghao He and Zhihao Yu

As innovative household products, social home robots have a significant impact on the interactive consumer experience. However, prior research on consumer intentions to use such…

27

Abstract

Purpose

As innovative household products, social home robots have a significant impact on the interactive consumer experience. However, prior research on consumer intentions to use such robots has rarely considered the configuration perspective. The present study examines how consumers balance the key benefits and risks created by these robots and explores how key influential factors jointly influence usage intention from a configuration perspective.

Design/methodology/approach

We adopted a hybrid research design. In Study 1, a thematic analysis was conducted to derive a conceptual framework reflecting the interplay of key factors influencing usage intention. In Study 2, a fuzzy set qualitative comparative analysis (fsQCA) was applied to reveal how these factors jointly shape usage intention.

Findings

Equifinal configurations of antecedent conditions (i.e. emotional and instrumental support beliefs, concerns about informational and relational privacy risks, self-construal and anthropomorphic design) led to usage intention. Additionally, four distinct benefit-risk trade-off patterns emerged across individuals.

Research limitations/implications

This study highlights the need to examine robot adoption in interactive marketing, particularly in the service domain. It has implications in the context of commercializing social home robots, emphasizing the potential of leveraging social home robots to enhance interactive consumer experiences and foster close connections with consumers.

Originality/value

We developed a neoconfigurational model to obtain a comprehensive understanding of social home robot acceptance in domestic settings, highlighting its implications for consumer–robot interactions and advancing research in interactive marketing.

Details

Journal of Research in Interactive Marketing, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2040-7122

Keywords

Available. Open Access. Open Access
Article
Publication date: 20 December 2024

Gehan Wishwajith Premathilake, Hongxiu Li, Chenglong Li, Yong Liu and Shengnan Han

Humanoid social robots (HSRs) are an innovative technology revitalizing various service sectors, such as the hospitality industry. However, limited research has explored how…

325

Abstract

Purpose

Humanoid social robots (HSRs) are an innovative technology revitalizing various service sectors, such as the hospitality industry. However, limited research has explored how anthropomorphic features of HSRs influence user satisfaction with the services delivered by HSRs. To address this, a research model was proposed to evaluate how three distinct anthropomorphic features: appearance, voice and response, impact the perceived values (i.e. utilitarian, social and hedonic values) of HSRs, which, in turn, influence user satisfaction.

Design/methodology/approach

Data from an online survey of hotel customers was utilized to test the research model (N = 509).

Findings

The results indicated that appearance, voice, and response affect perceived utilitarian, hedonic and social values differently. The response feature of HSRs demonstrated the strongest impact on perceived utilitarian, social and hedonic values. In addition, voice affected all three perceived values, while appearance only affected perceived utilitarian and social values. Furthermore, perceived utilitarian, hedonic and social values showed positive impacts on user satisfaction, with hedonic value being the most influential factor.

Originality/value

This study contributes to the literature on HSRs and anthropomorphism by explaining how different anthropomorphic features affect users’ value perceptions and user satisfaction with HSR services by utilizing the stimulus-organism-response (SOR) framework.

Details

Industrial Management & Data Systems, vol. 125 no. 2
Type: Research Article
ISSN: 0263-5577

Keywords

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