The influence of anthropomorphized service toolkit on consumer satisfaction in service coproduction

Research output: Chapter in book/report/conference proceedingConference proceedingpeer-review

Abstract

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.
Original languageEnglish
Title of host publicationACR Dallas 2018
Subtitle of host publicationTrust in Doubt
EditorsAndrew Gershoff, Robert Kozinets, Tiffany White
Place of PublicationDuluth
PublisherAssociation for Consumer Research
Pages902
Number of pages1
ISBN (Print)9780915552252
Publication statusPublished - 11 Oct 2018
Event49th Annual Conference of the Association for Consumer Research, ACR 2018 - Hilton Anatole Hotel, Dallas, United States
Duration: 11 Oct 201814 Oct 2018
https://www.acrwebsite.org/assets/PDFs/978-0-915552-25-2_txt_001.pdf

Publication series

NameAdvances in Consumer Research
PublisherAssociation for Consumer Research
Volume46

Conference

Conference49th Annual Conference of the Association for Consumer Research, ACR 2018
Country/TerritoryUnited States
CityDallas
Period11/10/1814/10/18
Internet address

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