Results 41 to 50 of about 167,644,641 (205)
AI Chatbots Versus Human Agents for Customer Service: A Social Belonging Perspective
Journal of Consumer Behaviour, EarlyView.ABSTRACT Artificial intelligence (AI) has rapidly transformed customer service, leading to the widespread adoption of AI‐driven chatbots. Despite these advances, consumers consistently prefer human agents over AI chatbots, as documented in both academic research and industry reports. This research proposes a Social Belonging Perspective to explain this
Linwan Wu, Chi Zhang, Kai Tian
wiley +1 more source
Feeling Right Matters: The Impact of Character Design–Appeal Match on Social Media Engagement
Journal of Consumer Behaviour, EarlyView.ABSTRACT In today's saturated digital environment, brands increasingly use characters to capture attention and engage consumers on social media. Yet little research has examined how brand character design interacts with advertising appeals in social media communication.
Luyao Hao, Takeshi Moriguchi
wiley +1 more source
Mitigating Chatbot Service Failures: The Roles of Anthropomorphism, Acknowledgment, and Apology
Journal of Consumer Behaviour, EarlyView.ABSTRACT This study examines how chatbot anthropomorphism shapes consumer responses to service failure by distinguishing between process failure and outcome failure and by testing alternative recovery responses. Across three pretests (N = 30, 120 and 240) and two scenario‐based experiments (Study 1: N = 346; Study 2: N = 778), consumers evaluated ...
Juyon Lee, Wujin Chu, Rajat Roy
wiley +1 more source
Short research report : a comparison of emotional intelligence levels between students in experiential and didactic college programs [PDF]
, 2015 Short Research Report: A Comparison of Emotional Intelligence Levels between Students in Experiential and Didactic College Programspeer ...
Davis, Wayne L. +3 more
core +1 more source
Corporate Social Responsibility and Environmental Management, EarlyView.ABSTRACT Companies increasingly claim to adopt artificial intelligence (AI) not only for economic but also for ecological and social purposes. However, in light of rising greenwashing, bluewashing, and ethics washing, the impact of the communicated rationale on employees' initial attitude toward AI introduction remains unclear.
Marco Baumgartner +3 more
wiley +1 more source
The role of emotional intelligence in sports performance [PDF]
, 2011 Includes bibliographical references (p. 91-98).In the realm of sports performance it is self-evident that not all athletes or teams are made equal, and thus it is understandable that researchers concerned with the quest for high performance in sport ...
Crombie, David T
core +1 more source
Leveraging Crisis Management for Minimising Brand Cancellation
Corporate Social Responsibility and Environmental Management, EarlyView.ABSTRACT Brand misconduct can trigger negative consumer responses and escalate into brand crises. Effective crisis management is therefore essential to mitigate such responses and enhance organisational resilience. This study investigates the impact of various crisis communication strategies on consumer engagement and subsequent brand cancellation ...
Liyun Liu +2 more
wiley +1 more source
Firm‐Level Corporate Social Responsibility and Employees' Affective Outcomes: A Multilevel Approach
Corporate Social Responsibility and Environmental Management, EarlyView.ABSTRACT This study advances research on corporate social responsibility (CSR) and employees' work attitudes by distinguishing between employee‐level CSR perceptions and firm‐level CSR practices. Prior research has mainly focused on how employees' perceptions of CSR relate to their affective outcomes; this study extends that perspective by jointly ...
Alexander C. Kraaij +2 more
wiley +1 more source
Corporate Social Responsibility and Environmental Management, EarlyView.ABSTRACT Firms are experiencing mounting pressure to report their environmental impact. Rather than disclosing their actual performance, however, some are engaging in unethical business (i.e., greenwashing) practices. Prior studies have contributed significantly to the greenwashing literature from varied perspectives, but a comprehensive understanding ...
Sher Jahan Khan +4 more
wiley +1 more source
Recognising emotional intelligence in professional standards for teaching [PDF]
, 2008 A project conducted in a primary school explored the hypothesis that student teachers could reflect upon feedback to improve their use of emotional intelligence in the classroom, thereby making consequent improvements to their teaching as defined by the ...
Pugh, Eamonn
core