000152101 001__ 152101
000152101 005__ 20250326144155.0
000152101 0247_ $$2doi$$a10.1002/mar.21532
000152101 0248_ $$2sideral$$a126787
000152101 037__ $$aART-2021-126787
000152101 041__ $$aeng
000152101 100__ $$0(orcid)0000-0002-2291-1409$$aBelanche D.$$uUniversidad de Zaragoza
000152101 245__ $$aExamining the effects of robots'' physical appearance, warmth, and competence in frontline services: The Humanness-Value-Loyalty model
000152101 260__ $$c2021
000152101 5060_ $$aAccess copy available to the general public$$fUnrestricted
000152101 5203_ $$aBecause of continuous improvements in their underlying technologies, customers perceive frontline robots as social actors with a high level of humanness, both in appearance and behavior. Advancing from mere theoretical contributions to this study field, this article proposes and empirically validates the humanness-value-loyalty model (HVL model). This study analyzes to what extent robots'' perceived physical human-likeness, perceived competence, and perceived warmth affect customers'' service value expectations and, subsequently, their loyalty intentions. Following two pretests to select the most suitable robots and ensure scenario realism, data were collected by means of a vignette experimental study and analyzed using the partial least squares method. The results reveal that human-likeness positively affects four dimensions of service value expectations. Perceived competence of the robot influences mainly utilitarian expectations (i.e., functional and monetary value), while perceived warmth influences relational expectations (i.e., emotional value). Interestingly, and contrary to theoretical predictions, the influence of the robot''s warmth on service value expectations is more pronounced for customers with a lower need for social interaction. In sum, this study contributes to a better understanding of customers'' reactions to artificial intelligence-enabled technologies with humanized cognitive capabilities and also suggests interesting research avenues to advance on this emerging field. © 2021 The Authors. Psychology & Marketing published by Wiley Periodicals LLC.
000152101 536__ $$9info:eu-repo/grantAgreement/ES/DGA-FSE/LMP65-18$$9info:eu-repo/grantAgreement/ES/DGA-FSE/S20-20R METODO Research Group
000152101 540__ $$9info:eu-repo/semantics/openAccess$$aby-nc$$uhttp://creativecommons.org/licenses/by-nc/3.0/es/
000152101 590__ $$a5.507$$b2021
000152101 591__ $$aPSYCHOLOGY, APPLIED$$b18 / 83 = 0.217$$c2021$$dQ1$$eT1
000152101 591__ $$aBUSINESS$$b68 / 154 = 0.442$$c2021$$dQ2$$eT2
000152101 592__ $$a1.2$$b2021
000152101 593__ $$aMarketing$$c2021$$dQ1
000152101 593__ $$aApplied Psychology$$c2021$$dQ1
000152101 594__ $$a4.9$$b2021
000152101 655_4 $$ainfo:eu-repo/semantics/article$$vinfo:eu-repo/semantics/publishedVersion
000152101 700__ $$0(orcid)0000-0002-9643-2814$$aCasaló L.V.$$uUniversidad de Zaragoza
000152101 700__ $$aSchepers J.
000152101 700__ $$0(orcid)0000-0001-7118-9013$$aFlavián C.$$uUniversidad de Zaragoza
000152101 7102_ $$14011$$2095$$aUniversidad de Zaragoza$$bDpto. Direc.Mark.Inves.Mercad.$$cÁrea Comerci.Investig.Mercados
000152101 773__ $$g38, 12 (2021), 2357-2376$$pPsychol. mark.$$tPSYCHOLOGY & MARKETING$$x0742-6046
000152101 8564_ $$s1293468$$uhttps://zaguan.unizar.es/record/152101/files/texto_completo.pdf$$yVersión publicada
000152101 8564_ $$s2089641$$uhttps://zaguan.unizar.es/record/152101/files/texto_completo.jpg?subformat=icon$$xicon$$yVersión publicada
000152101 909CO $$ooai:zaguan.unizar.es:152101$$particulos$$pdriver
000152101 951__ $$a2025-03-26-13:55:11
000152101 980__ $$aARTICLE