人情味与人工智能效率:感知到的地位、努力和忠诚度如何影响消费者对优惠待遇的满意度

IF 11 1区 管理学 Q1 BUSINESS Journal of Retailing and Consumer Services Pub Date : 2024-06-26 DOI:10.1016/j.jretconser.2024.103969
Sunhwa Choi , Youjae Yi , Xiaohong Zhao
{"title":"人情味与人工智能效率:感知到的地位、努力和忠诚度如何影响消费者对优惠待遇的满意度","authors":"Sunhwa Choi ,&nbsp;Youjae Yi ,&nbsp;Xiaohong Zhao","doi":"10.1016/j.jretconser.2024.103969","DOIUrl":null,"url":null,"abstract":"<div><p>This research investigates the impact of service agent type, human versus artificial intelligence (AI), on consumer satisfaction with preferential treatment. Through four studies conducted in both online and field settings, we demonstrate that consumers experience greater satisfaction when preferential treatment comes from a human agent compared to an AI agent. This effect is driven by two underlying mechanisms: the perception of elevated status and the perception of greater effort exerted by the supplier. Additionally, the difference in consumer satisfaction between agent types diminishes when consumers have strong prior loyalty to the company. These findings offer theoretical implications and managerial insights.</p></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":null,"pages":null},"PeriodicalIF":11.0000,"publicationDate":"2024-06-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":"{\"title\":\"The human touch vs. AI efficiency: How perceived status, effort, and loyalty shape consumer satisfaction with preferential treatment\",\"authors\":\"Sunhwa Choi ,&nbsp;Youjae Yi ,&nbsp;Xiaohong Zhao\",\"doi\":\"10.1016/j.jretconser.2024.103969\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"<div><p>This research investigates the impact of service agent type, human versus artificial intelligence (AI), on consumer satisfaction with preferential treatment. Through four studies conducted in both online and field settings, we demonstrate that consumers experience greater satisfaction when preferential treatment comes from a human agent compared to an AI agent. This effect is driven by two underlying mechanisms: the perception of elevated status and the perception of greater effort exerted by the supplier. Additionally, the difference in consumer satisfaction between agent types diminishes when consumers have strong prior loyalty to the company. These findings offer theoretical implications and managerial insights.</p></div>\",\"PeriodicalId\":48399,\"journal\":{\"name\":\"Journal of Retailing and Consumer Services\",\"volume\":null,\"pages\":null},\"PeriodicalIF\":11.0000,\"publicationDate\":\"2024-06-26\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"0\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Journal of Retailing and Consumer Services\",\"FirstCategoryId\":\"91\",\"ListUrlMain\":\"https://www.sciencedirect.com/science/article/pii/S0969698924002650\",\"RegionNum\":1,\"RegionCategory\":\"管理学\",\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"Q1\",\"JCRName\":\"BUSINESS\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Retailing and Consumer Services","FirstCategoryId":"91","ListUrlMain":"https://www.sciencedirect.com/science/article/pii/S0969698924002650","RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"BUSINESS","Score":null,"Total":0}
引用次数: 0

摘要

本研究调查了服务代理类型(人类与人工智能(AI))对消费者优惠待遇满意度的影响。通过在网上和现场环境中进行的四项研究,我们证明,与人工智能代理相比,当优惠待遇来自人类代理时,消费者会体验到更大的满意度。这种效应由两个基本机制驱动:对地位提升的感知和对供应商付出更大努力的感知。此外,当消费者之前对公司有很强的忠诚度时,不同代理类型之间消费者满意度的差异就会减小。这些发现具有理论意义和管理启示。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
查看原文
分享 分享
微信好友 朋友圈 QQ好友 复制链接
本刊更多论文
The human touch vs. AI efficiency: How perceived status, effort, and loyalty shape consumer satisfaction with preferential treatment

This research investigates the impact of service agent type, human versus artificial intelligence (AI), on consumer satisfaction with preferential treatment. Through four studies conducted in both online and field settings, we demonstrate that consumers experience greater satisfaction when preferential treatment comes from a human agent compared to an AI agent. This effect is driven by two underlying mechanisms: the perception of elevated status and the perception of greater effort exerted by the supplier. Additionally, the difference in consumer satisfaction between agent types diminishes when consumers have strong prior loyalty to the company. These findings offer theoretical implications and managerial insights.

求助全文
通过发布文献求助,成功后即可免费获取论文全文。 去求助
来源期刊
CiteScore
20.40
自引率
14.40%
发文量
340
审稿时长
20 days
期刊介绍: The Journal of Retailing and Consumer Services is a prominent publication that serves as a platform for international and interdisciplinary research and discussions in the constantly evolving fields of retailing and services studies. With a specific emphasis on consumer behavior and policy and managerial decisions, the journal aims to foster contributions from academics encompassing diverse disciplines. The primary areas covered by the journal are: Retailing and the sale of goods The provision of consumer services, including transportation, tourism, and leisure.
期刊最新文献
The effectiveness of human vs. AI voice-over in short video advertisements: A cognitive load theory perspective Barriers to resolving institutional complexity in access-based service innovation Busyness and diverse choice: How perceived busyness shapes consumer’s preference for variety seeking Customer engagement in Saudi food delivery apps through social media marketing: Examining the antecedents and consequences using PLS-SEM and NCA The role of motivators, barriers, attractiveness, and positive emotions on consumers’ intention to adopt and resist self-driving delivery robots
×
引用
GB/T 7714-2015
复制
MLA
复制
APA
复制
导出至
BibTeX EndNote RefMan NoteFirst NoteExpress
×
×
提示
您的信息不完整,为了账户安全,请先补充。
现在去补充
×
提示
您因"违规操作"
具体请查看互助需知
我知道了
×
提示
现在去查看 取消
×
提示
确定
0
微信
客服QQ
Book学术公众号 扫码关注我们
反馈
×
意见反馈
请填写您的意见或建议
请填写您的手机或邮箱
已复制链接
已复制链接
快去分享给好友吧!
我知道了
×
扫码分享
扫码分享
Book学术官方微信
Book学术文献互助
Book学术文献互助群
群 号:481959085
Book学术
文献互助 智能选刊 最新文献 互助须知 联系我们:info@booksci.cn
Book学术提供免费学术资源搜索服务,方便国内外学者检索中英文文献。致力于提供最便捷和优质的服务体验。
Copyright © 2023 Book学术 All rights reserved.
ghs 京公网安备 11010802042870号 京ICP备2023020795号-1