Bibliographic Details
| Title: |
The effect of AI versus Human in emotionally charged consumption contexts – two experimental studies on customer service interactions: study 1: the effect of AI versus Human shopping assistance on purchase intention and the mediating role of feeling judged |
| Authors: |
Kleinmayer, Leonie Clara |
| Contributors: |
Nguyen, Truong Van Thao, RUN |
| Publication Year: |
2025 |
| Subject Terms: |
Artificial Intelligence, AI versus Human, Feeling of judgement, Purchase intention, Affect-based decision-making, Customer forgiveness, Emotionally charged consumption context, Domínio/Área Científica::Ciências Sociais::Economia e Gestão |
| Description: |
Artificial Intelligence is becoming increasingly embedded in customer service, and therefore it is crucial to understand its impact on consumer behavior. This thesis examines whether AI’s emotional neutrality can positively impact consumer responses in emotionally charged service interactions. Two experimental studies compare AI versus human service agents in shopping assistance and service failure recovery. Results show that while AI reduces feelings of judgment and affect-based decision-making, these effects do not increase purchase intention or customer forgiveness. These findings reveal the contextual limitations of AI, suggesting that emotional neutrality alone is not sufficient to generate favorable behavioral outcomes in service settings. |
| File Description: |
application/pdf |
| Language: |
English |
| Availability: |
http://hdl.handle.net/10362/187666 |
| Rights: |
open access |
| Accession Number: |
rcaap.com.unl.run.unl.pt.10362.187666 |
| Database: |
RCAAP |