Journal of Business Research最新文献

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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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