000131715 001__ 131715 000131715 005__ 20250722154012.0 000131715 0247_ $$2doi$$a10.1002/mar.21907 000131715 0248_ $$2sideral$$a137027 000131715 037__ $$aART-2023-137027 000131715 041__ $$aeng 000131715 100__ $$aRuiz-Equihua, Daniel 000131715 245__ $$aSmart speakers and customer experience in service contexts 000131715 260__ $$c2023 000131715 5060_ $$aAccess copy available to the general public$$fUnrestricted 000131715 5203_ $$aThe use of artificial intelligence‐based devices, such as smart speakers, is rising in frontline services, as such devices can perform several tasks for customers. However, little is known about customer responses to interactions with smart speakers that occur during service encounters. This research encompasses three studies intended to enhance our currently scarce knowledge of how customers respond to interactions with smart speakers during service encounters. Focusing on the hospitality industry, the first study shows that smart speakers improve evaluations of the hotels that use them in terms of customer ratings and positive affects. The second study demonstrates that automated social presence and psychological ownership feelings are key mechanisms that explain the development of valuable customer responses. The third study, which uses virtual reality, suggests that better actual behaviors are exhibited by people who appreciate the incorporation of smart speakers into services. Thus, the findings indicate that smart speakers improve service experiences, especially if used to carry out hedonic tasks usually performed by employees. 000131715 536__ $$9info:eu-repo/grantAgreement/ES/MICIU/PID2019-105468RB-I00$$9info:eu-repo/grantAgreement/ES/MCINN/PID2020-113561RB-I00$$9info:eu-repo/grantAgreement/ES/DGA/S20-20R$$9info:eu-repo/grantAgreement/ES/DGA-FSE/LMP51-21$$9info:eu-repo/grantAgreement/EUR/AEI/TED2021-129513B-C22 000131715 540__ $$9info:eu-repo/semantics/openAccess$$aby-nc-nd$$uhttp://creativecommons.org/licenses/by-nc-nd/3.0/es/ 000131715 590__ $$a8.9$$b2023 000131715 592__ $$a2.76$$b2023 000131715 591__ $$aPSYCHOLOGY, APPLIED$$b6 / 113 = 0.053$$c2023$$dQ1$$eT1 000131715 593__ $$aMarketing$$c2023$$dQ1 000131715 591__ $$aBUSINESS$$b19 / 304 = 0.062$$c2023$$dQ1$$eT1 000131715 593__ $$aApplied Psychology$$c2023$$dQ1 000131715 594__ $$a12.1$$b2023 000131715 655_4 $$ainfo:eu-repo/semantics/article$$vinfo:eu-repo/semantics/publishedVersion 000131715 700__ $$aRomero, Jaime 000131715 700__ $$0(orcid)0000-0002-9643-2814$$aCasaló, Luis V.$$uUniversidad de Zaragoza 000131715 700__ $$aLoureiro, Sandra María Correia 000131715 7102_ $$14011$$2095$$aUniversidad de Zaragoza$$bDpto. Direc.Mark.Inves.Mercad.$$cÁrea Comerci.Investig.Mercados 000131715 773__ $$g40, 11 (2023), 2326-2340$$pPsychol. mark.$$tPSYCHOLOGY & MARKETING$$x0742-6046 000131715 8564_ $$s881404$$uhttps://zaguan.unizar.es/record/131715/files/texto_completo.pdf$$yVersión publicada 000131715 8564_ $$s2226450$$uhttps://zaguan.unizar.es/record/131715/files/texto_completo.jpg?subformat=icon$$xicon$$yVersión publicada 000131715 909CO $$ooai:zaguan.unizar.es:131715$$particulos$$pdriver 000131715 951__ $$a2025-07-22-15:35:46 000131715 980__ $$aARTICLE
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