H6. the Influence of Anthropomorphized Service Toolkit on Consumer Satisfaction in Service Coproduction
As technology evolves, anthropomorphized entities become increasingly pervasive in the service context like service coproduction. This research finds that anthropomorphized service toolkit can have either positive or negative impacts on consumer satisfaction in service coproduction, depending on whether the coproduction task is self-expressive or not.
Citation:
Rocky Peng Chen and Kimmy Chan (2018) ,"H6. the Influence of Anthropomorphized Service Toolkit on Consumer Satisfaction in Service Coproduction", in NA - Advances in Consumer Research Volume 46, eds. Andrew Gershoff, Robert Kozinets, and Tiffany White, Duluth, MN : Association for Consumer Research, Pages: 902-902.
Authors
Rocky Peng Chen, Hong Kong Baptist University
Kimmy Chan, Hong Kong Baptist University
Volume
NA - Advances in Consumer Research Volume 46 | 2018
Share Proceeding
Featured papers
See MoreFeatured
The Trusted Influencer: How They Do It and How Brands Can Benefit
Gillian Brooks, Oxford University, UK
Mikolaj Piskorski, IMD
Featured
D7. ‘That’s (Not) My Business’: Examining Behavior, Interactions and Implications of Consumer Brand Advocates and Brand Adversaries in Social Media
Marcus Opitz, University of Vienna
Sabine Einwiller, University of Vienna
Featured
F7. Mere Packaging and Consumer Choice
Tim Philipp Doering, University of Michigan, USA
Katherine Burson, University of Michigan, USA
Andrew D Gershoff, University of Texas at Austin, USA