Journal of Business Research最新文献

英文中文

From Code to Care: How Artificial Empathy Enhances Customer Experience in Human-Robot Interaction 从代码到关怀：人工移情如何增强人机交互中的客户体验

IF 9.8 1区管理学 Q1 BUSINESS

Journal of Business Research

Pub Date : 2026-01-06 DOI: 10.1016/j.jbusres.2026.115969

Zhigang Weng , Yihe Huang , Siqi Weng

Artificial intelligence (AI) has evolved from computational to perceptual intelligence, initiating an era of simulated human-robot empathy. However, AI is still viewed as mechanical and lacking empathy. Hence, emotional theories in AI need breakthroughs. Based on the computers as social actors theory, this study explores how artificial empathy boosts human-robot interaction (HRI) satisfaction. It focuses on chain mediation via intimacy and social bonding, and speciesism’s moderating role. Using three online medical consultation scenarios (physical/urticaria allergies and mental stress) and ChatGPT-4o mini data, the results reveal that high artificial empathy improves HRI satisfaction through the combined effects of three dimensions: perspective-taking, empathic concern, and emotional contagion. Therefore, emotional algorithms improve service satisfaction through synchronized affect, personalized intimacy, and strengthened social bonding. Finally, the findings also provide practical guidance for enterprises deploying empathetic robots to elevate HRI quality.

人工智能（AI）已经从计算智能进化到感知智能，开启了模拟人机共情的时代。然而，人工智能仍然被认为是机械的，缺乏同理心。因此，人工智能中的情感理论需要突破。基于计算机作为社会行动者理论，本研究探讨人工共情对人机交互满意度的影响。研究重点是通过亲密关系和社会关系的连锁调解，以及物种主义的调节作用。利用3种在线医疗咨询场景（身体/荨麻疹过敏和精神压力）和chatgpt - 40迷你数据，结果表明，高人工共情通过换位思考、共情关注和情绪感染三个维度的综合作用提高了HRI满意度。因此，情感算法通过同步情感、个性化亲密和强化社会联系来提高服务满意度。最后，研究结果也为企业部署移情机器人以提升人力资源调研质量提供了实践指导。

引用次数: 0

Emotionally competent robots: acknowledging customer anger in service failure 有情感能力的机器人：在服务失败的情况下承认顾客的愤怒

IF 9.8 1区管理学 Q1 BUSINESS

Journal of Business Research

Pub Date : 2026-01-06 DOI: 10.1016/j.jbusres.2026.115971

David Goyeneche , Luis Arango , Felix Septianto , Nicolas Pontes , Peter Popkowski Leszczyc

Robots are increasingly deployed in frontline service roles to interact directly with customers. However, little is known about how robots should communicate in emotionally charged situations, such as service failures that elicit customer anger. Across three experimental studies, we show that when service robots acknowledge customer anger using the emotion specific term “angry” rather than the more generic term “bad,” customers perceive the robot as more emotionally competent and report higher satisfaction. We further show that this effect is specific to service robots and does not extend to humans in the same roles. These findings highlight how subtle design choices in robots’ emotional communication shape customer responses in anger driven service interactions and suggest that careful attention to emotional context is critical when deploying robots in service recovery settings.

机器人越来越多地部署在一线服务角色中，直接与客户互动。然而，对于机器人在情绪化的情况下应该如何沟通，比如服务失败引发客户愤怒，人们知之甚少。在三项实验研究中，我们发现，当服务机器人使用“生气”这个特定的情感术语而不是更通用的术语“坏”来识别顾客的愤怒时，顾客会认为机器人在情感上更有能力，并报告更高的满意度。我们进一步表明，这种影响是服务机器人特有的，而不会扩展到同样角色的人类。这些发现强调了机器人情感交流的微妙设计选择如何在愤怒驱动的服务互动中塑造客户的反应，并表明在服务恢复设置中部署机器人时，仔细关注情感环境是至关重要的。

引用次数: 0

Capitalizing on the strengths of young adults with psychosocial disabilities to enhance service ecosystem resilience 利用有社会心理残疾的青年的优势，增强服务生态系统的复原力

IF 9.8 1区管理学 Q1 BUSINESS

Journal of Business Research

Pub Date : 2026-01-03 DOI: 10.1016/j.jbusres.2025.115955

Thilini Alahakoon, Amanda Beatson, Byron W. Keating, Frank Mathmann, Gary Mortimer

This study examines how leveraging the strengths of young adults with psychosocial disabilities can enhance the resilience of a retail service ecosystem to vulnerability. Drawing from a strength-based perspective, the research highlights the importance of empowering these employees in organizational decision-making to address emotional, social, and process-related challenges. Using participatory design and social-emotional learning to develop and deliver strength-based transformative service initiatives, helps to illuminate three key adaptive capacities within the framing of self-determination theory that promote autonomy, competence, and relatedness. These capacities are pivotal in responding to vulnerability and fostering resilience within a retail service ecosystem and can be used as stabilizing and destabilizing tactics to enable organizations to prepare for, respond to, and adapt to present and future vulnerabilities for employees and customers. This study advances the transformative service research literature by reframing marginalized employees as key change agents.

本研究探讨了如何利用有社会心理障碍的年轻人的优势来增强零售服务生态系统对脆弱性的抵御能力。该研究从基于优势的角度出发，强调了在组织决策中赋予这些员工权力以应对情感、社会和流程相关挑战的重要性。使用参与式设计和社会情感学习来开发和提供基于力量的变革服务倡议，有助于阐明自决理论框架内促进自主性、能力和相关性的三个关键适应能力。这些能力在应对脆弱性和培养零售服务生态系统的弹性方面至关重要，可以用作稳定和破坏稳定的策略，使组织能够为员工和客户准备、响应和适应当前和未来的脆弱性。本研究通过将边缘员工重新定义为关键变革推动者，推动了变革服务研究文献的发展。

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引用次数: 0

How does collaborative relationship ending affect the focal inventor’s innovation? 合作关系的结束如何影响焦点发明人的创新？

IF 9.8 1区管理学 Q1 BUSINESS

Journal of Business Research

Pub Date : 2026-01-02 DOI: 10.1016/j.jbusres.2025.115957

Yanhong Lu , Hongjuan Zhang , Shanshan Qian , Runhui Lin

Collaboration is closely linked to innovation, yet little is known about how collaborative relationship ending affects individual innovation. This study, grounded in social network theory, develops and tests a model linking the focal inventor’s collaborative relationship ending with innovation. It also examines how internal exploration capability and external exploration capability, along with tie strength, moderate this relationship. Analyzing Huawei’s 1,531 inventors’ patent data filed in China from 2004 to 2013, the results reveal that the focal inventor’s collaborative relationship ending has a negative effect on innovation. Additionally, the focal inventor’s internal exploration capability enhances this effect, while the focal inventor’s external exploration capability weakens it. The negative impact is most pronounced when internal exploration capability is high and the tie strength is weak. This study advances research on collaborative relationship dynamics and innovation by emphasizing the influence of collaborative relationship ending, exploration capabilities, and tie strength in shaping innovation.

合作与创新密切相关，但合作关系的结束对个人创新的影响却鲜为人知。本研究以社会网络理论为基础，建立并验证了焦点发明者合作关系以创新为终点的模型。它还考察了内部勘探能力和外部勘探能力以及联系强度如何调节这种关系。分析华为公司2004 - 2013年1531名发明人在中国申请的专利数据，发现焦点发明人合作关系的结束对创新具有负向影响。此外，焦点发明人的内部探索能力增强了这一效应，而焦点发明人的外部探索能力削弱了这一效应。当内部勘探能力高、粘结强度弱时，其负面影响最为明显。本研究通过强调合作关系结束、探索能力和联系强度对创新形成的影响，推进了合作关系动态与创新的研究。

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引用次数: 0

Marketing agility in high power distance cultures 高权力距离文化中的营销敏捷性

IF 9.8 1区管理学 Q1 BUSINESS

Journal of Business Research

Pub Date : 2026-01-02 DOI: 10.1016/j.jbusres.2025.115962

Scott B. Friend , Wim Biemans , Avinash Malshe , Kumar Rakesh Ranjan , Jamal Al-Khatib

Marketing agility drives organizational growth and competitive advantage by enabling firms to sense and respond to market changes. Yet, how firms navigate agility within different cultural conditions, particularly in high power distance environments, remains underexplored. This study examines marketing agility within Saudi Arabia. Through 36 in-depth interviews with marketing and sales personnel, this research explores the culturally ingrained challenges impacting marketing agility and the strategies firms employ to mitigate those barriers. Study findings reveal that high power distance cultures impede customer-facing personnel from enacting each of marketing agility’s four core pillars. The authors further identify targeted strategies that firms can implement to address these contextual challenges. By situating marketing agility within a unique socio-cultural landscape, this study advances theoretical understanding of its boundary conditions and contributes to empirical generalization in emerging markets. Finally, strategic implications are offered for marketing managers seeking to embed agile practices in high power distance cultures.

营销敏捷性通过使公司能够感知和响应市场变化来推动组织增长和竞争优势。然而，企业如何在不同的文化条件下，特别是在高权力距离的环境中，驾驭敏捷性仍未得到充分探讨。本研究考察了沙特阿拉伯的营销敏捷性。通过对36名营销和销售人员的深度访谈，本研究探讨了影响营销敏捷性的文化根深蒂固的挑战以及公司采用的缓解这些障碍的策略。研究结果表明，高权力距离文化阻碍了面向客户的人员实现营销敏捷性的四个核心支柱。作者进一步确定了企业可以实施的有针对性的战略，以应对这些背景挑战。通过将营销敏捷性置于独特的社会文化景观中，本研究推进了对其边界条件的理论理解，并有助于新兴市场的经验概括。最后，本文为寻求在高权力距离文化中嵌入敏捷实践的营销经理提供了战略启示。

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引用次数: 0

Don’t mind her: firm anticipatory impression management strategies when announcing women CEOs 别介意她：在宣布女性首席执行官时，坚定的预期印象管理策略

IF 9.8 1区管理学 Q1 BUSINESS

Journal of Business Research

Pub Date : 2026-01-02 DOI: 10.1016/j.jbusres.2025.115945

Michelle M. Arthur , Lisa A. Marchiondo , Alison Cook

This study integrates anticipatory impression management (AIM) and role congruity theory to investigate whether the strategic timing and characteristics of firm-initiated press releases differ for incoming CEOs based on gender, thereby expanding the taxonomy of AIM tactics. This theoretical bridge underpins our hypotheses regarding firms’ greater use of (a) closed-market timing, (b) temporal distancing, and (c) extraneous information when announcing women versus men as CEOs. We posit that these AIM tactics lower investor attention to announcements, ultimately attenuating their stereotype reliance and negative share price reactions to appointments of women CEOs. Using a sample of CEOs from Fortune 1000 companies between 1972–2020, our findings demonstrate that the identified AIM tactics are more prevalent when firms announce women versus men as CEOs. Further, we find that incoming women CEOs benefit, in terms of share price reactions, when their announcements are made when the market is closed, with greater temporal distance from their start dates (for longer cumulative abnormal return windows), and when extraneous quotes are included.

本研究将预期印象管理（AIM）与角色一致性理论相结合，探讨不同性别的新任ceo在公司发起新闻发布的战略时机和特征上是否存在差异，从而扩展了预期印象管理策略的分类。这一理论桥梁支撑了我们关于公司在宣布女性和男性担任首席执行官时更多地使用(a)封闭市场时机、(b)时间距离和(c)无关信息的假设。我们认为，这些AIM策略降低了投资者对公告的关注，最终减弱了他们对女性首席执行官任命的刻板印象依赖和负面股价反应。我们以1972年至2020年间财富1000强公司的ceo为样本，研究结果表明，当公司宣布女性担任ceo时，AIM策略比男性更普遍。此外，我们发现，就股价反应而言，当她们的公告是在市场闭市时发布的，距离她们上任日期的时间距离更大（对于更长的累积异常回报窗口），以及包括无关报价时，新任女性首席执行官会受益。

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引用次数: 0

An alter-centric perspective on focal inventor’s innovation: The importance of new collaborators’ attributes 焦点发明人创新的另类中心视角：新合作者属性的重要性

IF 9.8 1区管理学 Q1 BUSINESS

Journal of Business Research

Pub Date : 2026-01-01 DOI: 10.1016/j.jbusres.2025.115953

Ze Ji , Runhui Lin , Yalin Li , Lun Wang

The entry of new collaborators is a common and important phenomenon in organizational innovation. However, it remains unclear what effect new collaborators have on focal inventors’ innovation and which types of new collaborators are most beneficial for enhancing innovation performance. To address this gap, this study adopts a dynamic network perspective to examine the impact of new collaborator entry on the innovation of focal inventors. Furthermore, this study adopts an alter-centric perspective to analyze how the productivity, centrality, and structural holes of new collaborators, including their differences from focal inventors, moderate this relationship. Using patent data from Huawei and ZTE between 2004 and 2021, this study empirically tested the proposed hypotheses. The results show that the new collaborators’ entry enhances the innovation performance of focal inventors. This positive effect increases when new collaborators exhibit higher productivity and centrality, while their structural holes have no significant moderating impact. However, large differences between new collaborators and focal inventors in these attributes decrease the beneficial effect of new collaborator entry on focal inventors’ innovation.

新合作者的加入是组织创新中一种普遍而重要的现象。然而，新合作者对焦点发明人创新的影响以及哪种类型的新合作者最有利于提高创新绩效仍不清楚。为了弥补这一空白，本研究采用动态网络视角考察新合作者进入对焦点发明人创新的影响。此外，本研究采用替代中心视角，分析新合作者的生产力、中心性和结构漏洞（包括他们与焦点发明者的差异）如何调节这种关系。利用华为和中兴2004年至2021年的专利数据，本研究对提出的假设进行了实证检验。结果表明，新合作者的加入提高了焦点发明人的创新绩效。当新合作伙伴的生产力和中心性越高时，这种正向影响就越明显，而新合作伙伴的结构空洞则没有显著的调节作用。然而，新合作者与焦点发明人在这些属性上的巨大差异，降低了新合作者进入对焦点发明人创新的有利影响。

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引用次数: 0

The role of authenticity and skepticism in consumers’ reactions to brand activism 真实性和怀疑在消费者对品牌行动主义的反应中的作用

IF 9.8 1区管理学 Q1 BUSINESS

Journal of Business Research

Pub Date : 2025-12-31 DOI: 10.1016/j.jbusres.2025.115944

Tjark Virkus , Kristina Klein

For brands that engage in activism by taking a stand on controversial socio-political topics, prior research has demonstrated that perceptions of authenticity are critical for evoking positive reactions among consumers. In two experimental studies, we establish two determinants of such perceived authenticity of brand activism: Both an intrinsic (vs. extrinsic) motivation and a high (vs. low) impact of a brand’s activism increase consumers’ authenticity perceptions, which then positively relate to consumer reactions to brand activism. In Study 2, with a representative sample of German consumers, we further clarify that perceptions of authenticity reduce consumers’ skepticism toward brand activism. These findings thus shed new light on which factors can prompt authenticity perceptions, as well as more positive attitudes toward brand activism campaigns.

对于那些通过在有争议的社会政治话题上采取立场来参与行动主义的品牌来说，先前的研究表明，对真实性的认知对于唤起消费者的积极反应至关重要。在两项实验研究中，我们建立了品牌行动主义感知真实性的两个决定因素：内在（vs.外在）动机和品牌行动主义的高（vs.低）影响都会增加消费者的真实性感知，这与消费者对品牌行动主义的反应正相关。在研究2中，我们以德国消费者的代表性样本进一步阐明，对真实性的认知降低了消费者对品牌行动主义的怀疑态度。因此，这些发现揭示了哪些因素可以促进真实性认知，以及对品牌激进主义活动的更积极态度。

引用次数: 0

Consolidating actor-centric perspectives in ecosystem research: A systematic review 生态系统研究中以行为者为中心的观点的巩固：系统回顾

IF 9.8 1区管理学 Q1 BUSINESS

Journal of Business Research

Pub Date : 2025-12-31 DOI: 10.1016/j.jbusres.2025.115950

Ming-Chao Wang , Cut Irna Setiawati

Ecosystems are characterized by collaborative efforts among multiple actors that deliver value at the ecosystem level. The growing literature on the actor concept has introduced complex terminologies, contributing to an increase in definitional ambiguity and limited consensus on the foundational principles underlying the actor roles in the ecosystem. This study employs a “why, what, and how” analytical framework to systematically review the literature to try to clarify actors’ motivations, roles, and strategies within established ecosystems. The review uncovers critical sub-aspects of actor contributions and four essential actor-centric themes: embodiment type, operational mannerisms, key attributes, and inter-actor bonding dynamics. The study extends ecosystem theory by clarifying the roles of actors in fostering ecosystem continuity and adaptability. Importantly, it provides valuable insights for ecosystem stakeholders by highlighting ways to navigate and influence ecosystem dynamics. The study also establishes a strong foundation for future research into ecosystem actor interactions and their impact.

生态系统的特点是在生态系统层面上提供价值的多个行动者之间的协作努力。关于行动者概念的文献越来越多，引入了复杂的术语，导致定义模糊的增加，并且对生态系统中行动者角色的基本原则的共识有限。本研究采用“为什么、做什么和如何做”的分析框架，系统地回顾文献，试图澄清参与者在既定生态系统中的动机、角色和策略。这篇综述揭示了行动者贡献的关键子方面和四个以行动者为中心的基本主题：体现类型、操作方式、关键属性和行动者之间的联系动态。该研究通过阐明行为体在促进生态系统连续性和适应性方面的作用，扩展了生态系统理论。重要的是，它通过强调导航和影响生态系统动态的方法，为生态系统利益相关者提供了有价值的见解。该研究也为未来生态系统行动者相互作用及其影响的研究奠定了坚实的基础。

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引用次数: 0

Managing in-store shopping disruptions with technology: the impact of self-service technology on consumer control and decision comfort 用技术管理店内购物中断：自助服务技术对消费者控制和决策舒适度的影响

IF 9.8 1区管理学 Q1 BUSINESS

Journal of Business Research

Pub Date : 2025-12-31 DOI: 10.1016/j.jbusres.2025.115952

Dominique Braxton , Eric Spangenberg , Cornelia Pechmann , David Sprott

Shoppers often encounter in-store disruptions that can undermine the shopping experience. This research examines how self-service technologies in physical retail stores can support customers in these moments by increasing perceived control and decision comfort. We further examine the moderating role of technology self-efficacy, with stronger benefits observed among customers with greater confidence in their ability to use technology. Across five studies, we demonstrate that using self-service technology to resolve in-store shopping disruptions increases perceived control, which in turn enhances decision comfort, and that this effect is stronger when technology self-efficacy is higher. Implications for theory, retail practice, and future research are provided.

购物者经常会遇到店内干扰，这可能会破坏购物体验。本研究考察了实体零售商店中的自助服务技术如何在这些时刻通过增加感知控制和决策舒适度来支持客户。我们进一步研究了技术自我效能感的调节作用，在对自己使用技术的能力更有信心的客户中观察到更强的利益。在五项研究中，我们证明了使用自助服务技术来解决店内购物中断可以增加感知控制，从而提高决策舒适度，并且当技术自我效能越高时，这种效果越强。对理论、零售实践和未来研究提供了启示。

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