Attachment styles moderate customer responses to frontline service robots: Evidence from affective, attitudinal, and behavioral measures

  title={Attachment styles moderate customer responses to frontline service robots: Evidence from affective, attitudinal, and behavioral measures},
  author={Rumen Pozharliev and Matteo De Angelis and Dario Rossi and Simona Romani and Willem Verbeke and Patrizia Cherubino},
  journal={Psychology \& Marketing},

Overcoming Consumer Resistance to AI in General Health Care

Five studies here provide insights into consumers' reluctance to use AI-produced health care recommendations and suggest possible actions to overcome consumers’ reluctance to follow AI medical recommendations.

Robots, Neurodevelopmental Disorders, and Psychology: a Bibliometric Analysis and a Case Made for Robopsychology

Robots have the potential to enable new ways to improve the lives of people with special needs. This bibliometric review explored the nature of research that had referred to robots in the context

Can robots recover a service using interactional justice as employees do? A literature review-based assessment

Interactional justice (e.g., empathy) plays a crucial role in service recovery. It relies on human social skills that would prevent it from automation. However, several considerations challenge this

AI-powered touch points in the customer journey: a systematic literature review and research agenda

  • Ai-Zhong HeYu Zhang
  • Business
    Journal of Research in Interactive Marketing
  • 2022
PurposeVarious consumer-facing artificial intelligence (AI) applications are used to interact with consumers at all purchase stages, and related research has sharply increased. This study aims to

The time is ripe for robopsychology

As robotic applications become increasingly diverse, more domains of human lives are being involved, now also extending to educational, therapeutic, and social situations, with a trend to even more

Enhancing customer satisfaction with chatbots: The influence of communication styles and consumer attachment anxiety

Chatbots are increasingly occupying the online retailing landscape, and the volume of consumer-chatbot service interactions is exploding. Even so, it still remains unclear how chatbots should



Customers’ intention to use robot-serviced restaurants in Korea: relationship of coolness and MCI factors

This study aims to empirically test a theoretical model by defining customers’ intention to use services of restaurant robots, which are rapidly developing in Korea. The proposed model incorporates

Robots or frontline employees? Exploring customers’ attributions of responsibility and stability after service failure or success

PurposeService robots are taking over the organizational frontline. Despite a recent surge in studies on this topic, extant works are predominantly conceptual in nature. The purpose of this paper is

Service robots, customers and service employees: what can we learn from the academic literature and where are the gaps?

PurposeRobots are predicted to have a profound impact on the service sector. The emergence of robots has attracted increasing interest from business scholars and practitioners alike. In this article,

Service Robots in the Hospitality Industry: An Exploratory Literature Review

It is found that in contexts of high customer contact, service robots should be considered to perform standardized tasks due to social/emotional and cognitive/analytical complexity.

Service robots in hotels: understanding the service quality perceptions of human-robot interaction

Human staff services are perceived higher than the services of service robots in terms of interaction quality and physical service environment, however, no significant difference in outcome quality is noted.

Relationships between Dimensions of Attachment and Empathy

Two studies explored the relationship between dimensions of attachment (closeness, trust, anxiety) and three forms of empathy (empathic concern, perspective taking, personal distress). In Study 1,

Enhancing hospitality experience with service robots: the mediating role of rapport building

ABSTRACT This study investigated the influence of service robot attributes on customers’ hospitality experience from the perspective of relationship building. Through literature review and a

Trust in humanoid robots: implications for services marketing

PurposeService 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

Value of social robots in services: social cognition perspective

Purpose The technological revolution in the service sector is radically changing the ways in which and with whom consumers co-create value. This conceptual paper considers social robots in elderly

Service Robots Rising: How Humanoid Robots Influence Service Experiences and Elicit Compensatory Consumer Responses

Interactions between consumers and humanoid service robots (HSRs; i.e., robots with a human-like morphology such as a face, arms, and legs) will soon be part of routine marketplace experiences. It is