000148316 001__ 148316
000148316 005__ 20250115160156.0
000148316 0247_ $$2doi$$a10.1108/OIR-10-2022-0570
000148316 0248_ $$2sideral$$a141096
000148316 037__ $$aART-2024-141096
000148316 041__ $$aeng
000148316 100__ $$0(orcid)0000-0003-0752-3202$$aHernández-Ortega, Blanca$$uUniversidad de Zaragoza
000148316 245__ $$aLong-term relationships between users and smart voice assistants: the roles of experience and love
000148316 260__ $$c2024
000148316 5060_ $$aAccess copy available to the general public$$fUnrestricted
000148316 5203_ $$aPurpose: This study examines why long-term relationships between expert users and smart voice assistants (SVAs) develop. It postulates that the five dimensions of experience (i.e. sensory, affective, intellectual, behavioural and relational) generate feelings of love for SVAs. The formation of love is examined considering three components: passion, intimacy and commitment. These feelings encourage users to continue employing and to generate long-term relationships with SVAs.
Design/methodology/approach: Data from a survey of 403 USA expert users of SVAs provide the input for structural equation modelling.
Findings: The results show that three dimensions of experience influence users’ passion towards SVAs: affective, intellectual and behavioural. Moreover, passion can convert the effect of users’ experiences into intimacy and commitment. Finally, intimacy and commitment increase users’ intentions to continue using SVAs.
Originality/value: The findings obtained make three original contributions. First, this study is the first to analyse expert users of SVAs and the post-technology adoption stage. Therefore, it introduces a new case of relational marketing in smart technologies. Second, this study contributes by applying a new theoretical perspective that evaluates the importance of users’ experiences with SVAs. Third, it takes an interpersonal approach to explore user-SVA interactions, revealing that users can develop human-like love feelings for SVAs.
000148316 536__ $$9info:eu-repo/grantAgreement/ES/DGA-FSE/S54-GENERES Group$$9info:eu-repo/grantAgreement/ES/MICINN/PID2020-118425RB-I00
000148316 540__ $$9info:eu-repo/semantics/openAccess$$aby-nc$$uhttp://creativecommons.org/licenses/by-nc/3.0/es/
000148316 655_4 $$ainfo:eu-repo/semantics/article$$vinfo:eu-repo/semantics/acceptedVersion
000148316 700__ $$aFerreira, Ivani
000148316 700__ $$aLapresta-Romero, Sara$$uUniversidad de Zaragoza
000148316 7102_ $$14011$$2095$$aUniversidad de Zaragoza$$bDpto. Direc.Mark.Inves.Mercad.$$cÁrea Comerci.Investig.Mercados
000148316 773__ $$pOnline inf. rev.$$tOnline Information Review$$x1468-4527
000148316 8564_ $$s957632$$uhttps://zaguan.unizar.es/record/148316/files/texto_completo.pdf$$yPostprint
000148316 8564_ $$s484439$$uhttps://zaguan.unizar.es/record/148316/files/texto_completo.jpg?subformat=icon$$xicon$$yPostprint
000148316 909CO $$ooai:zaguan.unizar.es:148316$$particulos$$pdriver
000148316 951__ $$a2025-01-15-15:07:07
000148316 980__ $$aARTICLE