Influence of human versus AI recommenders: The roles of product type and cognitive processes

Journal of Business Research - Tập 137 - Trang 13-27 - 2021
Anders Hauge Wien1, Alessandro M. Peluso2
1School of Business and Economics, UiT The Arctic University of Norway, N-9037 Tromso, Norway
2Department of Management and Economics, University of Salento, Ecotekne Campus, Via per Monteroni, 73100 Lecce, Italy

Tài liệu tham khảo

Aksoy, 2006, Should recommendation agents think like people?, Journal of Service Research, 8, 297, 10.1177/1094670506286326 Araujo, 2018, Living up to the chatbot hype: The influence of anthropomorphic design cues and communicative agency framing on conversational agent and company perceptions, Computers in Human Behavior, 85, 183, 10.1016/j.chb.2018.03.051 Babin, 1994, Work and/or fun: Measuring hedonic and utilitarian shopping value, Journal of Consumer Research, 20, 644, 10.1086/209376 Blut, 2021, Understanding anthropomorphism in service provision: A meta-analysis of physical robots, chatbots, and other AI, Journal of the Academy of Marketing Science, 49, 632, 10.1007/s11747-020-00762-y Boerman, 2017, “This post is sponsored”: Effects of sponsorship disclosure on persuasion knowledge and electronic word of mouth in the context of Facebook, Journal of Interactive Marketing, 38, 82, 10.1016/j.intmar.2016.12.002 Böckler, 2017, Know thy selves: Learning to understand oneself increases the ability to understand others, Journal of Cognitive Enhancement, 1, 197, 10.1007/s41465-017-0023-6 Botti, 2011, The locus of choice: Personal causality and satisfaction with hedonic and utilitarian decisions, Journal of Consumer Research, 37, 1065, 10.1086/656570 Burnkrant, 1995, Effects of self-referencing on persuasion, Journal of Consumer Research, 22, 17, 10.1086/209432 Castelo, 2019, Task-dependent algorithm aversion, Journal of Marketing Research, 56, 809, 10.1177/0022243719851788 Castelo, 2019, Human or robot? Consumer responses to radical cognitive enhancement products, Journal of the Association for Consumer Research, 4, 217, 10.1086/703462 Chen, 2017, Control deprivation motivates acquisition of utilitarian products, Journal of Consumer Research, 43, 1031 Chitturi, 2008, Delight by design: The role of hedonic versus utilitarian benefits, Journal of Marketing, 72, 48, 10.1509/JMKG.72.3.048 Choi, 2014, The odd-ending price justification effect: The influence of price-endings on hedonic and utilitarian consumption, Journal of the Academy of Marketing Science, 42, 545, 10.1007/s11747-014-0369-6 Dahl, 2004, Visualizing the self: Exploring the potential benefits and drawbacks for new product evaluation, Journal of Product Innovation Management, 21, 259, 10.1111/j.0737-6782.2004.00077.x Debevec, 1992, Self-referent processing in perceptions of verbal and visual commercial information, Journal of Consumer Psychology, 1, 83, 10.1016/S1057-7408(08)80046-0 Dhar, 2000, Consumer choice between hedonic and utilitarian goods, Journal of Marketing Research, 37, 60, 10.1509/jmkr.37.1.60.18718 Diab, 2011, Lay perceptions of selection decision aids in US and Non-US samples, International Journal of Selection and Assessment, 19, 209, 10.1111/j.1468-2389.2011.00548.x Dietvorst, 2015, Algorithm aversion: People erroneously avoid algorithms after seeing them err, Journal of Experimental Psychology: General, 144, 114, 10.1037/xge0000033 Eggleston, 2015, Predicting what we will like: Asking a stranger can be as good as asking a friend, Organizational Behavior and Human Decision Processes, 128, 1, 10.1016/j.obhdp.2015.03.005 Epley, 2013, Motivated mind perception: Treating pets as people and people as animals, Vol. 60, 127 Escalas, 2007, Self-referencing and persuasion: Narrative transportation versus analytical elaboration, Journal of Consumer Research, 33, 421, 10.1086/510216 Faraji-Rad, 2015, On the persuasiveness of similar others: The role of mentalizing and the feeling of certainty, Journal of Consumer Research, 42, 458, 10.1093/jcr/ucv032 Feick, 1992, The effects of preference heterogeneity and source characteristics on ad processing and judgements about endorsers, Journal of Advertising, 21, 9, 10.1080/00913367.1992.10673364 Fernandes, 2021, Understanding consumers’ acceptance of automated technologies in service encounters: Drivers of digital voice assistants adoption, Journal of Business Research, 122, 180, 10.1016/j.jbusres.2020.08.058 Frith, 2006, The neural basis of mentalizing, Neuron, 50, 531, 10.1016/j.neuron.2006.05.001 Gray, 2012, Feeling robots and human zombies: Mind perception and the uncanny valley, Cognition, 125, 125, 10.1016/j.cognition.2012.06.007 Hattula, 2015, Managerial empathy facilitates egocentric predictions of consumer preferences, Journal of Marketing Research, 52, 235, 10.1509/jmr.13.0296 Häubl, 2003, Preference construction and persistence in digital marketplaces: The role of electronic recommendation agents, Journal of Consumer Psychology, 13, 75, 10.1207/153276603768344807 Hayes, 2018 Hirschman, 1982, Hedonic consumption: Emerging concepts, methods and propositions, Journal of Marketing, 46, 92, 10.1177/002224298204600314 Holzwarth, 2006, The influence of avatars on online consumer shopping behavior, Journal of Marketing, 70, 19, 10.1509/jmkg.70.4.019 Jiang, 2010, The persuasive role of incidental similarity on attitudes and purchase intentions in a sales context, Journal of Consumer Research, 36, 778, 10.1086/605364 Kim, 2020, Artificial Intelligence and persuasion: A construal-level account, Psychological Science, 31, 363, 10.1177/0956797620904985 Kim, 2019, Telling your secrets to an AI: Consumers prefer disclosing private personal information to an AI (vs. a human), Vol. 47, 40 Kim, 2019, Eliza in the uncanny valley: Anthropomorphizing consumer robots increases their perceived warmth but decreases liking, Marketing Letters, 30, 1, 10.1007/s11002-019-09485-9 Kivetz, 2017, The effects of promotions on hedonic versus utilitarian purchases, Journal of Consumer Psychology, 27, 59, 10.1016/j.jcps.2016.05.005 Ko, 2005, Internet uses and gratifications: A structural equation model of interactive advertising, Journal of Advertising, 34, 57, 10.1080/00913367.2005.10639191 Krishnamurthy, 1999, Retrospection versus anticipation: The role of the ad under retrospective and anticipatory self-referencing, Journal of Consumer Research, 26, 55, 10.1086/209550 Longoni, 2019, Resistance to medical artificial intelligence, Journal of Consumer Research, 46, 629, 10.1093/jcr/ucz013 Longoni, 2020, Artificial intelligence in utilitarian vs. hedonic contexts: The “word-of-machine” effect, Journal of Marketing MacKenzie, 1989, An empirical examination of the structural antecedents of attitude toward the ad in an advertising pretesting context, Journal of Marketing, 53, 48, 10.1177/002224298905300204 Mende, 2019, Service robots rising: How humanoid robots influence service experiences and elicit compensatory consumer responses, Journal of Marketing Research, 56, 535, 10.1177/0022243718822827 Ohanian, 1990, Construction and validation of a scale to measure celebrity endorsers’ perceived expertise, trustworthiness, and attractiveness, Journal of Advertising, 19, 39, 10.1080/00913367.1990.10673191 Okada, 2005, Justification effects on consumer choice of hedonic and utilitarian goods, Journal of Marketing Research, 42, 43, 10.1509/jmkr.42.1.43.56889 Önkal, 2009, The relative influence of advice from human experts and statistical methods on forecast adjustments, Journal of Behavioral Decision Making, 22, 390, 10.1002/bdm.637 Peluso, 2017, Compensatory word of mouth: Advice as a device to restore control, International Journal of Research in Marketing, 34, 499, 10.1016/j.ijresmar.2016.10.003 Pfeifer, 2009, Neural correlates of direct and reflected self-appraisals in adolescents and adults: When social perspective-taking informs self-perception, Child Development, 80, 1016, 10.1111/j.1467-8624.2009.01314.x Pizzi, 2021, Artificial intelligence and the new forms of interaction: Who has the control when interacting with a chatbot?, Journal of Business Research, 129, 878, 10.1016/j.jbusres.2020.11.006 Rouliez, 2019, The influence of online review exposure on reviewers’ intensity level of negative word of mouth, Journal of Hospitality & Tourism Research, 43, 712, 10.1177/1096348019840798 Savaki, 2010, How do we understand the actions of others? By mental simulation, NOT mirroring, Cognitive Critique, 2, 99 Saxe, 2006, Overlapping and non-overlapping brain regions for theory of mind and self reflection in individual subjects, Social Cognitive and Affective Neuroscience, 1, 229, 10.1093/scan/nsl034 Senecal, 2004, The influence of online product recommendations on consumers’ online choices, Journal of Retailing, 80, 159, 10.1016/j.jretai.2004.04.001 Simonson, 2014 Spiller, 2016, On consumer beliefs about quality and taste, Journal of Consumer Research, 43, 970 Van Overwalle, 2009, Understanding others’ actions and goals by mirror and mentalizing systems: A meta-analysis, Neuroimage, 48, 564, 10.1016/j.neuroimage.2009.06.009 Waytz, 2010, Causes and consequences of mind perception, Trends in Cognitive Sciences, 14, 383, 10.1016/j.tics.2010.05.006 Waytz, 2014, Botsourcing and outsourcing: Robot, British, Chinese, and German workers are for thinking—not feeling—jobs, Emotion, 14, 434, 10.1037/a0036054 Wiese, 2017, Robots as intentional agents: Using neuroscientific methods to make robots appear more social, Frontiers in Psychology, 8, 1663, 10.3389/fpsyg.2017.01663 Wirtz, 2018, Brave new world: Service robots in the frontline, Journal of Service Management, 29, 907, 10.1108/JOSM-04-2018-0119 Xia, 2008, Word of mouse: The role of cognitive personalization in online consumer reviews, Journal of Interactive Advertising, 9, 3, 10.1080/15252019.2008.10722143 Yaniv, 2011, Receiving advice on matters of taste: Similarity, majority influence, and taste discrimination, Organizational Behavior and Human Decision Processes, 115, 111, 10.1016/j.obhdp.2010.11.006 Yeomans, 2019, Making sense of recommendations, Journal of Behavioral Decision Making, 32, 403, 10.1002/bdm.2118