Bots vs. humans: how schema congruity, contingency-based interactivity, and sympathy influence consumer perceptions and patronage intentions
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DOI: 10.1080/02650487.2021.1951510
Abstract: Artificial intelligence (AI) is rapidly reconstructing consumer experiences with brands in recent years. However, there have been the unsettled debates on whether humans react to robots (e.g., chat... read more here.
Keywords: congruity contingency; humans schema; consumer; contingency based ... See more keywords