I, chatbot! the impact of anthropomorphism and gaze direction on willingness to disclose personal information and behavioral intentions

The present research focuses on the interplay between two common features of the customer service chatbot experience: gaze direction and anthropomorphism. Although the dominant approach in marketing theory and practice is to make chatbots as human-like as possible, the current study, built on the humanness-value-loyalty model, addresses the chain of effects through which chatbots' nonverbal behaviors affect customers' willingness to disclose personal information and purchase intentions. By means of two experiments that adopt a real chatbot in a simulated shopping environment (i.e., car rental and travel insurance), the present work allows us to understand how to reduce individuals' tendency to see conversational agents as less knowledgeable and empathetic compared with humans. The results show that warmth perceptions are affected by gaze direction, whereas competence perceptions are affected by anthropomorphism. Warmth and competence perceptions are found to be key drivers of consumers' skepticism toward the chatbot, which, in turn, affects consumers' trust toward the service provider hosting the chatbot, ultimately leading consumers to be more willing to disclose their personal information and to repatronize the e-tailer in the future. Building on the Theory of Mind, our results show that perceiving competence from a chatbot makes individuals less skeptical as long as they feel they are good at detecting others' ultimate intentions

QR code and the wine sector: What contents? an exploratory research study on the wine industry

This paper presents an explorative analysis of the contents shared through QR codes as a tool of proximity marketing. The aim of the research is to identify the most common links shared through the QR code technology, in order to investigate the use of this tool from a marketing point of view. Moreover, the research explores the main aspects of the communications related to the contents shared through QR codes. Specifically, the authors focus on hedonic aspects and functional ones. Finally, the research aims at identifying preliminary best practices in the use of QR code technology. Due to the widespread use of this tool in the sector, the research focuses on the wine industry, as one of the most involved with QR code practices. The study adopts a qualitative approach based on a content analysis of 91 wine labels. Considering the importance of this integrated communication, the purpose of this explorative analysis is to deduce implications that enable managers to master the use of this tool, exploiting all its potential

A cross-cultural exploratory content analysis of the perception of luxury from six countries

Purpose: The authors' research was carried out with the aim of analyzing perception of luxury and luxury brands among an international sample of young people. Design/methodology/approach: This article was based on an empirical study among 233 respondents. First, a qualitative analysis of content using the respondents' own words was conducted. Then, to show whether there are differences between countries and significant groups of countries, an analysis of variance (one-way ANOVA) was performed and analyzed with Fisher F-test and post-hoc Duncan tests. Findings: Beyond the belief in the existence of two stable groups of developed and developing countries with regard to luxury, this study shows a situation that requires further analysis. The main results show some strong cross-cultural differences in the perception of luxury, which is multi-faceted as demonstrated by previous studies in this field. Research limitations/implications: Results of this exploratory study confirm that the concept of luxury presents multiple facets, and the authors' analysis provides an in-depth survey of the main categories and attributes that can be used to describe this concept. Although this study was only exploratory in nature, a number of comments can be made to highlight the congruence between the concept of luxury for young people and recent academic literature. Practical implications: To maintain their brand equity, companies in the luxury sector seek to improve their image within younger targets. Managerial implications of the authors' research indicate that international luxury companies should take into consideration the multi-faceted concept of luxury in general, but also the main differences between countries in the continuum between the "status" and "emotional" dimensions of luxury. According to the authors' research, luxury companies cannot adopt a global strategy when addressing the six countries analyzed. Some managerial recommendations are developed in this perspective. Originality/value: The additional value of this article stems from its reliance on a cross-cultural in-depth study between six countries (Italy, France, Germany, China, Japan, and USA). The balance between qualitative and quantitative techniques makes this article particularly relevant when drawing both conceptual and managerial conclusions. © Emerald Group Publishing Limited

How Does Personality Congruence Help to Explain Luxury Brand Attachment? The Results of an International Research Study

The present study contributes to the international literature on brand personality and congruence. There is still a general lack of clarity regarding the measurement of the self-brand congruity construct. Moreover, in the light of international branding research cross-national validation of this measurement is needed. Previous empirical evidence also suggests a positive relationship between brand-self congruity and consumer-brand relationships (i.e. brand attachment) across nations and cultures, but the strength of these relationships requires deeper investigation. The present study therefore aims to test and validate a personality congruence scale at an international level and to measure the effect of congruence on brand attachment with specific reference to the luxury sector. A survey of nearly 1,500 international luxury customers has been conducted. Results confirm that personality congruence is based upon five dimensions (Prestige/Emotion/Trust/Anxiety/Order). In addition, the results highlight the existence and relative importance of the link between “personality congruence” and “brand attachment”. Finally, findings suggest similarities and differences across countries regarding specific dimensions of congruence scale and the personality congruence and attachment relationship. Both theoretical and managerial implications are provided