The happy virtual agent and its impact on the human customer in the service encounter

AbstractFew existing virtual agents (VAs) that customers interact with in service encounters can experience emotions, but they can be (and often are) designed so that they appear to have this capability. The purpose of this study was to assess VAs’ display of happiness in service encounters when the only means they have to express themselves is the text that they transmit. Linguistic elements that influence the perceived happiness of a (human) sender of text messages were identified in a pilot study, and they were used to manipulate VA display of happiness in two experiments. In addition, a field study was carried out to capitalize on customers’ existing experience of service encounters with VAs in bona fide commercial settings. The experiments showed that VA text manipulated to signal VA happiness boosts overall VA evaluations, and the field study showed that perceived VA happiness is positively associated with overall VA evaluations. Taken together, the findings indicate that we humans are so hardwired for interactions with other humans that we react to VA display of happiness in ways that resemble our reactions when we are exposed to happy humans. The findings also provide designers of VAs and service marketers with a set of easily implemented linguistic elements that can be employed to make VAs appear happy in service encounters.Abstract Few existing virtual agents (VAs) that customers interact with in service encounters can experience emotions, but they can be (and often are) designed so that they appear to have this capability. The purpose of this study was to assess VAs’ display of happiness in service encounters when the only means they have to express themselves is the text that they transmit. Linguistic elements that influence the perceived happiness of a (human) sender of text messages were identified in a pilot study, and they were used to manipulate VA display of happiness in two experiments. In addition, a field study was carried out to capitalize on customers’ existing experience of service encounters with VAs in bona fide commercial settings. The experiments showed that VA text manipulated to signal VA happiness boosts overall VA evaluations, and the field study showed that perceived VA happiness is positively associated with overall VA evaluations. Taken together, the findings indicate that we humans are so hardwired for interactions with other humans that we react to VA display of happiness in ways that resemble our reactions when we are exposed to happy humans. The findings also provide designers of VAs and service marketers with a set of easily implemented linguistic elements that can be employed to make VAs appear happy in service encounters

Intentions Are Plural: Towards a Multidimensional View of Intentions in Consumer Research

Intentions are often included in consumer behavior research, but researchers have paid little attention to a discussion in psychology and philosophy indicating that different intention constructs may exist. The findings in this study suggest that researchers should indeed pay close attention to how intentions are conceptualized and operationalized. More specifically, our analysis shows that three proposed intentions constructs (intentions-as-expectations, intentions-as-plans, and intentions-as-wants) produce a good fit with a three-factor conceptualization. Our analysis also shows that these three intentions constructs are not associated with global evaluation variables (such as satisfaction, attitude, and delight) with the same strength. [url]: http://www.acrwebsite.org/volumes/13709/eacr/vol7/E-07 [copyright notice]: This work is copyrighted by The Association for Consumer Research. For permission to copy or use this work in whole or in part, please contact the Copyright Clearance Center at http://www.copyright.com/. 410 European Advances in Consumer Research Volume 7, © 2006 Intentions are Plural: Towards a Multidimensional View of Intentions in Consumer Research Magnus Söderlund, Stockholm School of Economics, Sweden Niclas Öhman, Stockholm School of Economics, Sweden ABSTRACT Intentions are often included in consumer behavior research, but researchers have paid little attention to a discussion in psychology and philosophy indicating that different intention constructs may exist. The findings in this study suggest that researchers should indeed pay close attention to how intentions are conceptualized and operationalized. More specifically, our analysis shows that three proposed intentions constructs (intentions-as-expectations, intentions-as-plans, and intentions-as-wants) produce a good fit with a three-factor conceptualization. Our analysis also shows that global evaluation variables (satisfaction, attitude, and delight) are not associated with the three intentions constructs with the same strength

Epstein–Barr virus in bone marrow of rheumatoid arthritis patients predicts response to rituximab treatment

Objectives. Viruses may contribute to RA. This prompted us to monitor viral load and response to anti-CD20 therapy in RA patients

ARIA digital anamorphosis : Digital transformation of health and care in airway diseases from research to practice

Digital anamorphosis is used to define a distorted image of health and care that may be viewed correctly using digital tools and strategies. MASK digital anamorphosis represents the process used by MASK to develop the digital transformation of health and care in rhinitis. It strengthens the ARIA change management strategy in the prevention and management of airway disease. The MASK strategy is based on validated digital tools. Using the MASK digital tool and the CARAT online enhanced clinical framework, solutions for practical steps of digital enhancement of care are proposed.Peer reviewe

Poor and rich customers in the service encounter

The purpose of this study is to examine categorization leakage from employees in service encounters in terms of indications that the customer has been categorized as either poor or rich. Given that customers perceive themselves as belonging to one of these two categories, leakage can result in perceptions of the categorization as either correct or incorrect, and the specific purpose is to assess the impact of such outcomes on customer satisfaction. Design/methodology/approach: Two between-subjects experiments were used to manipulate service employees’ leakage of categorization clues; the participants were subject to leakage comprising clues that they had been categorized as either poor or rich. The participants’ self-perceived membership in the poor and rich categories was used as a measured factor. Findings: The results indicate that customers are indeed sensitive to how they are categorized in service encounters. More specifically, when categorization in terms of the categories poor and rich was leaked to the customer, being correctly categorized (either as poor or rich) was more satisfying than being incorrectly categorized. In addition, given the valenced charge of these two categories, the results indicate that the category charge per se also influences satisfaction. Originality/value: The present study adds employee categorization leakage to the existing literature dealing with employee-related factors affecting customer satisfaction in service encounters. © 2017, © Emerald Publishing Limited

Influencing consumers to choose environment friendly offerings : Evidence from field experiments

The objective of this article is to examine a set of ways to influence consumer behavior toward making more environmentally friendly choices. We conducted three different studies to investigate (1) what consumers think would influence their behavior, (2) how several question-based verbal influence strategies nudge consumer behavior in one direction or another, and (3) how question-based written influence strategies influence consumer behavior. The findings reveal a discrepancy between what consumers think would influence behavior and what actually does influence it. In addition, under all verbal and written experimental conditions, influence strategies led to consumer change toward environmentally friendly offerings compared with alternative non-environment friendly offerings. The discussion highlights possible explanations for the results, managerial implications, the study's limitations, and suggestions for future research, with a special emphasis on research into factors that can change consumer behavior

The happy virtual agent and its impact on the human customer in the service encounter

Abstract Few existing virtual agents (VAs) that customers interact with in service encounters can experience emotions, but they can be (and often are) designed so that they appear to have this capability. The purpose of this study was to assess VAs’ display of happiness in service encounters when the only means they have to express themselves is the text that they transmit. Linguistic elements that influence the perceived happiness of a (human) sender of text messages were identified in a pilot study, and they were used to manipulate VA display of happiness in two experiments. In addition, a field study was carried out to capitalize on customers’ existing experience of service encounters with VAs in bona fide commercial settings. The experiments showed that VA text manipulated to signal VA happiness boosts overall VA evaluations, and the field study showed that perceived VA happiness is positively associated with overall VA evaluations. Taken together, the findings indicate that we humans are so hardwired for interactions with other humans that we react to VA display of happiness in ways that resemble our reactions when we are exposed to happy humans. The findings also provide designers of VAs and service marketers with a set of easily implemented linguistic elements that can be employed to make VAs appear happy in service encounters