131715 20250722154012.0 doi 10.1002/mar.21907 sideral 137027 ART-2023-137027 eng Ruiz-Equihua, Daniel Smart speakers and customer experience in service contexts 2023 Access copy available to the general public Unrestricted The 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. info:eu-repo/grantAgreement/EUR/AEI/TED2021-129513B-C22 info:eu-repo/grantAgreement/ES/DGA-FSE/LMP51-21 info:eu-repo/grantAgreement/ES/DGA/S20-20R info:eu-repo/grantAgreement/ES/MCINN/PID2020-113561RB-I00 info:eu-repo/grantAgreement/ES/MICIU/PID2019-105468RB-I00 info:eu-repo/semantics/openAccess by-nc-nd http://creativecommons.org/licenses/by-nc-nd/3.0/es/ 8.9 2023 PSYCHOLOGY, APPLIED 6 / 113 = 0.053 2023 Q1 T1 BUSINESS 19 / 304 = 0.062 2023 Q1 T1 2.76 2023 Marketing 2023 Q1 Applied Psychology 2023 Q1 12.1 2023 info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion Romero, Jaime Casaló, Luis V. Universidad de Zaragoza (orcid)0000-0002-9643-2814 Loureiro, Sandra María Correia 4011 095 Universidad de Zaragoza Dpto. Direc.Mark.Inves.Mercad. Área Comerci.Investig.Mercados 40, 11 (2023), 2326-2340 Psychol. mark. PSYCHOLOGY & MARKETING 0742-6046 881404 http://zaguan.unizar.es/record/131715/files/texto_completo.pdf Versión publicada 2226450 http://zaguan.unizar.es/record/131715/files/texto_completo.jpg?subformat=icon icon Versión publicada oai:zaguan.unizar.es:131715 articulos driver 2025-07-22-15:35:46 ARTICLE