Smart Agents At Your Service: Potential and Pitfalls

This session features four empirical papers with findings that provide a range of conceptual insights on the mechanisms underlying consumer receptivity to AI-agents in service contexts. The results also shed light on how AI-agents may be designed and deployed more effectively in both general consumer service and medical interaction contexts.


Yegyu Han, Na Kyong Hyun, Ilana Shanks, HARI RAVELLA, DIPANKAR CHAKRAVARTI, Samuel Bond, Martin Mende, Maura Scott, Jenny van Doorn, and Dhruv Grewal (2021) ,"Smart Agents At Your Service: Potential and Pitfalls", in NA - Advances in Consumer Research Volume 49, eds. Tonya Williams Bradford, Anat Keinan, and Matthew Matthew Thomson, Duluth, MN : Association for Consumer Research, Pages: 768-773.


Yegyu Han, IE Business School
Na Kyong Hyun, Georgia Tech
Ilana Shanks, Stony Brook University
HARI RAVELLA, Virginia Tech
Samuel Bond, Georgia Tech
Martin Mende, Florida State University
Maura Scott, Florida State University
Jenny van Doorn, University of Groningen
Dhruv Grewal, Babson College


NA - Advances in Consumer Research Volume 49 | 2021

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Featured papers

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Trusting the data, the self and “the other” in self tracking practices

Dorthe Brogård Kristensen, University of Southern Denmark, Denmark

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A Phenomenological Examination of Internet Addiction: Insights from Entanglement Theory

Mohammadali Zolfagharian, Bowling Green State University
Atefeh Yazdanparast, University of Evansville
Reto Felix, University of Texas Rio Grande Valley, USA

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Green Experiences: Using Green Products Improves the Accompanying Consumption Experience

Ali Tezer, HEC Montreal, Canada
H. Onur Bodur, Concordia University, Canada

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