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.


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.


Rocky Peng Chen, Hong Kong Baptist University
Kimmy Chan, Hong Kong Baptist University


NA - Advances in Consumer Research Volume 46 | 2018

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