{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,3,25]],"date-time":"2026-03-25T16:25:20Z","timestamp":1774455920862,"version":"3.50.1"},"reference-count":134,"publisher":"Emerald","issue":"8","content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2025,11,28]]},"abstract":"<jats:sec>\n                    <jats:title>Purpose<\/jats:title>\n                    <jats:p>This study aims to discover the impact of the interaction between learning performance (as behavioral realism) and realistic appearance (as form realism) of AI-powered software robots on user trust. The\u00a0study also aims to reveal how and why the interaction happens, especially from the dual processing perspective of affective and cognitive human responses.<\/jats:p>\n                  <\/jats:sec>\n                  <jats:sec>\n                    <jats:title>Design\/methodology\/approach<\/jats:title>\n                    <jats:p>We adopted an experimental research methodology in a movie recommendation system environment where machine learning-based recommendations are widely used. We\u00a0conducted a 3\u00a0\u00d7\u00a02 factorial design experimentation based on the three levels of learning performance (low, mid and high) and two levels of realistic appearance (caricature avatar and digital human). We used ANCOVA and the PROCESS Macro to analyze our models.<\/jats:p>\n                  <\/jats:sec>\n                  <jats:sec>\n                    <jats:title>Findings<\/jats:title>\n                    <jats:p>Our results confirm that learning performance (intelligence) is a critical factor influencing user trust in software robots, and this intelligence\u2013trust relationship is influenced by their realistic appearance. Our results further reveal that there are two significant intermediating mechanisms, i.e. affective and cognitive user responses, and that the intelligence\u2013appearance interaction effect on trust is explained especially by the affective response mechanism.<\/jats:p>\n                  <\/jats:sec>\n                  <jats:sec>\n                    <jats:title>Practical implications<\/jats:title>\n                    <jats:p>This study provides valuable implications for creating optimal learning performance and realistic appearance that can lead to trust in various settings where AI-powered software robots are utilized.<\/jats:p>\n                  <\/jats:sec>\n                  <jats:sec>\n                    <jats:title>Originality\/value<\/jats:title>\n                    <jats:p>This study has sveral contributions to the literature. First, in addition to the well-recognized factor of anthropomorphic characteristics, this study investigates another critical behavioral factor of AI-powered robots (learning performance as intelligence characteristics) and the intriguing interaction between the two realism factors. Second, drawing upon the mediated moderation perspective, the study proposes a novice perspective on how and why the two realism factors can build user trust (the underlying mechanisms).<\/jats:p>\n                  <\/jats:sec>","DOI":"10.1108\/imds-04-2024-0329","type":"journal-article","created":{"date-parts":[[2025,1,24]],"date-time":"2025-01-24T06:40:23Z","timestamp":1737700823000},"page":"2426-2456","source":"Crossref","is-referenced-by-count":3,"title":["Why people trust AI software robots: a\u00a0mediated moderation perspective on\u00a0the interaction between their intelligence and appearance"],"prefix":"10.1108","volume":"125","author":[{"ORCID":"https:\/\/orcid.org\/0000-0002-7977-3422","authenticated-orcid":true,"given":"Taejin","family":"Kim","sequence":"first","affiliation":[{"name":"Ajou University Department of Business Intelligence, , ,","place":["Suwon, South Korea"]}],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0009-0008-6405-0249","authenticated-orcid":true,"given":"One-Ki Daniel","family":"Lee","sequence":"additional","affiliation":[{"name":"Virginia Commonwealth University , , ,","place":["Richmond, Virginia, USA"]}],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-9448-9569","authenticated-orcid":true,"given":"Juyoung","family":"Kang","sequence":"additional","affiliation":[{"name":"Ajou University Department of Business Intelligence, , ,","place":["Suwon, South Korea"]}],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"140","published-online":{"date-parts":[[2025,1,24]]},"reference":[{"key":"2025112605394355600_ref001","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1080\/1528008x.2024.2386590","article-title":"Aspect-based sentiment analysis on social media comments (twitter): the attributes of service robots in the hotel and restaurant industry","author":"Acar","year":"2024","journal-title":"Journal of Quality Assurance in Hospitality and Tourism"},{"key":"2025112605394355600_ref002","article-title":"Investment decisions with robo-advisors: the role of anthropomorphism and personalized anchors in recommendations","author":"Adam","year":"2019","journal-title":"Proceedings of the 27th European Conference on Information Systems (ECIS)"},{"issue":"2","key":"2025112605394355600_ref003","doi-asserted-by":"publisher","first-page":"203","DOI":"10.1111\/j.1468-2958.2000.tb00756.x","article-title":"The impact of violations on uncertainty and the consequences for attractiveness","volume":"26","author":"Afifi","year":"2000","journal-title":"Human Communication Research"},{"issue":"1","key":"2025112605394355600_ref004","doi-asserted-by":"publisher","first-page":"65","DOI":"10.1038\/s41746-021-00438-z","article-title":"Diagnostic accuracy of deep learning in medical imaging: a systematic review and meta-analysis","volume":"4","author":"Aggarwal","year":"2021","journal-title":"NPJ Digital Medicine"},{"issue":"5","key":"2025112605394355600_ref005","doi-asserted-by":"publisher","first-page":"2","DOI":"10.17705\/1jais.00267","article-title":"The adoption of online shopping assistants: perceived similarity as an antecedent to evaluative beliefs","volume":"12","author":"Al-Natour","year":"2011","journal-title":"Journal of the Association for Information Systems"},{"key":"2025112605394355600_ref006","doi-asserted-by":"publisher","DOI":"10.1016\/j.apergo.2020.103350","article-title":"Exploring the differential effects of trust violations in human-human and human-robot interactions","volume":"93","author":"Alarcon","year":"2021","journal-title":"Applied Ergonomics"},{"key":"2025112605394355600_ref007","doi-asserted-by":"publisher","first-page":"1203","DOI":"10.1016\/j.proeng.2018.01.155","article-title":"The influence of cognitive and affective risk perceptions on flood preparedness intentions: a dual-process approach","volume":"212","author":"Altarawneh","year":"2018","journal-title":"Procedia Engineering"},{"issue":"4","key":"2025112605394355600_ref008","doi-asserted-by":"publisher","DOI":"10.1002\/jtr.2685","article-title":"Attitude towards service robots in tourism and hospitality services settings\u2014the effect of multidimensional anthropomorphism and technology readiness","volume":"26","author":"Baltaci","year":"2024","journal-title":"International Journal of Tourism Research"},{"issue":"8","key":"2025112605394355600_ref009","doi-asserted-by":"publisher","first-page":"1759","DOI":"10.1108\/imds-07-2015-0296","article-title":"Repurchase intention in the Chinese e-marketplace: roles of interactivity, trust and perceived effectiveness of e-commerce institutional mechanisms","volume":"116","author":"Bao","year":"2016","journal-title":"Industrial Management and Data Systems"},{"issue":"1-2","key":"2025112605394355600_ref010","doi-asserted-by":"publisher","first-page":"217","DOI":"10.1007\/s00146-006-0052-7","article-title":"The influence of people's culture and prior experiences with Aibo on their attitude towards robots","volume":"21","author":"Bartneck","year":"2007","journal-title":"AI and Society"},{"key":"2025112605394355600_ref011","doi-asserted-by":"crossref","first-page":"449","DOI":"10.1007\/978-981-15-1564-4_42","volume-title":"Marketing and Smart Technologies","author":"Belanche","year":"2020"},{"issue":"8","key":"2025112605394355600_ref012","doi-asserted-by":"publisher","first-page":"741","DOI":"10.1002\/mar.20354","article-title":"Avatars as information: perception of consumers based on their avatars in virtual worlds","volume":"27","author":"B\u00e9lisle","year":"2010","journal-title":"Psychology and Marketing"},{"issue":"3","key":"2025112605394355600_ref013","doi-asserted-by":"publisher","first-page":"4","DOI":"10.17705\/1jais.00065","article-title":"Trust in and adoption of online recommendation agents","volume":"6","author":"Benbasat","year":"2005","journal-title":"Journal of the Association for Information Systems"},{"issue":"4","key":"2025112605394355600_ref014","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1145\/2940325","article-title":"First impressions in human--agent virtual encounters","volume":"23","author":"Cafaro","year":"2016","journal-title":"ACM Transactions on Computer-Human Interaction"},{"issue":"6","key":"2025112605394355600_ref015","doi-asserted-by":"publisher","first-page":"2055","DOI":"10.1016\/j.chb.2012.06.009","article-title":"Virtual agents in retail web sites: benefits of simulated social interaction for older users","volume":"28","author":"Chattaraman","year":"2012","journal-title":"Computers in Human Behavior"},{"key":"2025112605394355600_ref016","doi-asserted-by":"publisher","first-page":"315","DOI":"10.1016\/j.chb.2018.08.048","article-title":"Should AI-Based, conversational digital assistants employ social-or task-oriented interaction style? A task-competency and reciprocity perspective for older adults","volume":"90","author":"Chattaraman","year":"2019","journal-title":"Computers in Human Behavior"},{"issue":"1","key":"2025112605394355600_ref017","doi-asserted-by":"publisher","first-page":"416","DOI":"10.1108\/imds-05-2023-0298","article-title":"A novel virtual-communicated evolution learning recommendation","volume":"124","author":"Chen","year":"2024","journal-title":"Industrial Management and Data Systems"},{"key":"2025112605394355600_ref018","doi-asserted-by":"publisher","first-page":"225","DOI":"10.1109\/cei52496.2021.9574461","article-title":"Research and implementation of movie recommendation system based on deep learning","author":"Chen","year":"2021"},{"issue":"14","key":"2025112605394355600_ref019","doi-asserted-by":"publisher","first-page":"3636","DOI":"10.1080\/10447318.2023.2193514","article-title":"Effects of anthropomorphic design cues of chatbots on users' perception and visual behaviors","volume":"40","author":"Chen","year":"2024","journal-title":"International journal of Human\u2013Computer Interaction"},{"issue":"1","key":"2025112605394355600_ref020","first-page":"101","article-title":"Applying machine learning algorithm to optimize personalized education recommendation system","volume":"4","author":"Chen","year":"2024","journal-title":"Journal of Theory and Practice of Engineering Science"},{"key":"2025112605394355600_ref021","article-title":"AI in robotics statistics by industry, robot type and market size","author":"D'Souza","year":"2024","journal-title":"Coolest Gadgets"},{"issue":"1","key":"2025112605394355600_ref022","doi-asserted-by":"publisher","first-page":"60","DOI":"10.1509\/jmkr.37.1.60.18718","article-title":"Consumer choice between hedonic and utilitarian goods","volume":"37","author":"Dhar","year":"2000","journal-title":"Journal of Marketing Research"},{"issue":"3","key":"2025112605394355600_ref023","doi-asserted-by":"publisher","first-page":"421","DOI":"10.1086\/209124","article-title":"The power of feelings in understanding advertising effects","volume":"14","author":"Edell","year":"1987","journal-title":"Journal of Consumer Research"},{"issue":"1","key":"2025112605394355600_ref133","doi-asserted-by":"crossref","first-page":"1","DOI":"10.1037\/1082-989X.12.1.1","article-title":"Methods for integrating moderation and mediation: a general analytical framework using moderated path analysis","volume":"12","author":"Edwards","year":"2007","journal-title":"Psychological Methods"},{"key":"2025112605394355600_ref024","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1109\/icaect54875.2022.9807654","article-title":"Movie recommendation based on mood detection using deep learning approach","author":"Elias","year":"2022"},{"key":"2025112605394355600_ref025","doi-asserted-by":"publisher","first-page":"227","DOI":"10.1016\/j.chb.2016.03.045","article-title":"The impact of online real-time interactivity on patronage intention: the use of avatars","volume":"61","author":"Etemad-Sajadi","year":"2016","journal-title":"Computers in Human Behavior"},{"issue":"1","key":"2025112605394355600_ref026","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1509\/jmr.15.0233","article-title":"Points of (dis) parity: expectation disconfirmation from common attributes in consumer choice","volume":"55","author":"Evangelidis","year":"2018","journal-title":"Journal of Marketing Research"},{"key":"2025112605394355600_ref027","doi-asserted-by":"publisher","first-page":"180","DOI":"10.1016\/j.jbusres.2020.08.058","article-title":"Understanding consumers' acceptance of automated technologies in service encounters: drivers of digital voice assistants adoption","volume":"122","author":"Fernandes","year":"2021","journal-title":"Journal of Business Research"},{"issue":"1","key":"2025112605394355600_ref028","doi-asserted-by":"publisher","first-page":"127","DOI":"10.1108\/jstp-04-2023-0123","article-title":"Retail robots as sales assistants: how speciesism moderates the effect of robot intelligence on customer perceptions and behaviour","volume":"34","author":"Fiestas Lopez Guido","year":"2024","journal-title":"Journal of Service Theory and Practice"},{"issue":"17-18","key":"2025112605394355600_ref029","doi-asserted-by":"publisher","first-page":"1907","DOI":"10.1080\/0267257x.2022.2062426","article-title":"Being innovative, fun, and green? Hedonic and environmental motivations in the use of green innovations","volume":"38","author":"Flores","year":"2022","journal-title":"Journal of Marketing Management"},{"key":"2025112605394355600_ref030","doi-asserted-by":"publisher","first-page":"194","DOI":"10.1007\/978-3-030-01437-7_16","article-title":"What makes users trust a chatbot for customer service? An exploratory interview study","author":"F\u00f8lstad","year":"2018"},{"issue":"10","key":"2025112605394355600_ref031","doi-asserted-by":"publisher","first-page":"959","DOI":"10.1007\/s00500-008-0392-y","article-title":"A study of statistical techniques and performance measures for genetics-based machine learning: accuracy and interpretability","volume":"13","author":"Garc\u00eda","year":"2009","journal-title":"Soft Computing"},{"issue":"6","key":"2025112605394355600_ref032","doi-asserted-by":"publisher","first-page":"407","DOI":"10.1016\/j.omega.2004.01.006","article-title":"Consumer trust in B2C e-Commerce and the importance of social presence: experiments in e-Products and e-Services","volume":"32","author":"Gefen","year":"2004","journal-title":"Omega"},{"issue":"6","key":"2025112605394355600_ref033","doi-asserted-by":"publisher","first-page":"1216","DOI":"10.1108\/imds-03-2020-0156","article-title":"Designing the best avatar to reach millennials: gender differences in a restaurant choice","volume":"121","author":"Gonzales-Ch\u00e1vez","year":"2021","journal-title":"Industrial Management and Data Systems"},{"key":"2025112605394355600_ref034","doi-asserted-by":"publisher","first-page":"49","DOI":"10.1016\/j.futures.2018.01.004","article-title":"Taking the fiction out of science fiction:(Self-aware) robots and what they mean for society, retailers and marketers","volume":"98","author":"Gonzalez-Jimenez","year":"2018","journal-title":"Futures"},{"issue":"7","key":"2025112605394355600_ref035","doi-asserted-by":"publisher","first-page":"688","DOI":"10.1108\/jcm-06-2017-2239","article-title":"Interactive effect of consumer affinity and consumer ethnocentrism on product trust and willingness-to-buy: a moderated-mediation model","volume":"35","author":"Guo","year":"2018","journal-title":"Journal of Consumer Marketing"},{"issue":"4","key":"2025112605394355600_ref036","doi-asserted-by":"publisher","first-page":"86","DOI":"10.47065\/jtear.v2i4.266","article-title":"Determinants of customer trust: a study on safety, ease-of-use, and perceived usefulness of herbal products of kuku Bima Ener-G","volume":"2","author":"Halizah","year":"2022","journal-title":"Journal of Trends Economics and Accounting Research"},{"issue":"3","key":"2025112605394355600_ref037","doi-asserted-by":"publisher","first-page":"618","DOI":"10.1108\/imds-05-2017-0214","article-title":"Understanding adoption of intelligent personal assistants: a parasocial relationship perspective","volume":"118","author":"Han","year":"2018","journal-title":"Industrial Management and Data Systems"},{"key":"2025112605394355600_ref038","article-title":"Trust and the decision to outsource: affective responses and cognitive processes","volume":"6","author":"Hansen","year":"2003","journal-title":"The International Food and Agribusiness Management Review"},{"key":"2025112605394355600_ref039","volume-title":"PROCESS: A Versatile Computational Tool for Observed Variable Mediation, Moderation, and Conditional Process Modeling","author":"Hayes","year":"2012"},{"key":"2025112605394355600_ref040","first-page":"770","article-title":"Deep residual learning for image recognition","author":"He","year":"2016"},{"issue":"4","key":"2025112605394355600_ref041","doi-asserted-by":"publisher","first-page":"19","DOI":"10.1509\/jmkg.70.4.19","article-title":"The influence of avatars on online consumer shopping behavior","volume":"70","author":"Holzwarth","year":"2006","journal-title":"Journal of Marketing"},{"issue":"4","key":"2025112605394355600_ref042","doi-asserted-by":"publisher","first-page":"1838","DOI":"10.1016\/j.chb.2005.11.003","article-title":"Perceived usefulness, personal experiences, risk perception and trust as determinants of adoption of e-government services in The Netherlands","volume":"23","author":"Horst","year":"2007","journal-title":"Computers in Human Behavior"},{"issue":"1","key":"2025112605394355600_ref043","doi-asserted-by":"publisher","first-page":"23","DOI":"10.1037\/0096-3445.133.1.23","article-title":"Music, pandas, and muggers: on the affective psychology of value","volume":"133","author":"Hsee","year":"2004","journal-title":"Journal of Experimental Psychology: General"},{"key":"2025112605394355600_ref044","doi-asserted-by":"publisher","DOI":"10.1016\/j.compedu.2022.104684","article-title":"Effects of artificial Intelligence\u2013Enabled personalized recommendations on learners' learning engagement, motivation, and outcomes in a flipped classroom","volume":"194","author":"Huang","year":"2023","journal-title":"Computers and Education"},{"issue":"11","key":"2025112605394355600_ref045","first-page":"995","article-title":"Attitude toward Using m-commerce: the analysis of perceived usefulness perceived ease of use, and perceived trust: case study in Ikens Wholesale Trade, Jakarta\u2013Indonesia","volume":"2","author":"Indarsin","year":"2017","journal-title":"Saudi Journal of Business and Management Studies"},{"issue":"3","key":"2025112605394355600_ref046","doi-asserted-by":"publisher","first-page":"261","DOI":"10.1016\/j.eij.2015.06.005","article-title":"Recommendation systems: principles, methods and evaluation","volume":"16","author":"Isinkaye","year":"2015","journal-title":"Egyptian Informatics Journal"},{"issue":"2","key":"2025112605394355600_ref047","first-page":"32","article-title":"The role of perceived usefulness, perceived ease of use, security and privacy, and customer attitude to engender customer adaptation in the context of electronic banking","volume":"2","author":"Jahangir","year":"2008","journal-title":"African Journal of Business Management"},{"key":"2025112605394355600_ref048","doi-asserted-by":"publisher","first-page":"119","DOI":"10.1109\/ecei57668.2023.10105419","article-title":"Development and application of teaching model for medical humanities education using artificial intelligence and digital humans technologies","author":"Jin","year":"2023"},{"issue":"1","key":"2025112605394355600_ref049","first-page":"1","article-title":"Deep learning based land cover classification using convolutional neural network-a case study of Korea","volume":"54","author":"Jo","year":"2019","journal-title":"Journal of the Korean Geographical Society"},{"issue":"3","key":"2025112605394355600_ref050","doi-asserted-by":"publisher","first-page":"531","DOI":"10.2307\/259293","article-title":"The experience and evolution of trust: implications for cooperation and teamwork","volume":"23","author":"Jones","year":"1998","journal-title":"Academy of Management Review"},{"issue":"8","key":"2025112605394355600_ref051","doi-asserted-by":"publisher","first-page":"793","DOI":"10.1016\/j.jbusres.2008.12.015","article-title":"Avatars as salespeople: communication style, trust, and intentions","volume":"63","author":"Keeling","year":"2010","journal-title":"Journal of Business Research"},{"key":"2025112605394355600_ref052","doi-asserted-by":"publisher","first-page":"174","DOI":"10.1016\/j.chb.2017.09.034","article-title":"The smartphone as your follower: the role of smartphone literacy in the relation between privacy concerns, attitude and behaviour towards phone-embedded tracking","volume":"78","author":"Ketelaar","year":"2018","journal-title":"Computers in Human Behavior"},{"key":"2025112605394355600_ref053","doi-asserted-by":"publisher","DOI":"10.1016\/j.chb.2023.107703","article-title":"Virtual influencers' attractiveness effect on purchase intention: a moderated mediation model of the Product\u2013Endorser fit with the brand","volume":"143","author":"Kim","year":"2023","journal-title":"Computers in Human Behavior"},{"key":"2025112605394355600_ref054","doi-asserted-by":"publisher","first-page":"72794","DOI":"10.1109\/access.2022.3188852","article-title":"Intelligent digital human agent service with deep learning based-face recognition","volume":"10","author":"Kim","year":"2022","journal-title":"IEEE Access"},{"issue":"2","key":"2025112605394355600_ref055","doi-asserted-by":"publisher","first-page":"282","DOI":"10.1093\/jcr\/ucw016","article-title":"Anthropomorphized helpers undermine autonomy and enjoyment in computer games","volume":"43","author":"Kim","year":"2016","journal-title":"Journal of Consumer Research"},{"key":"2025112605394355600_ref056","doi-asserted-by":"publisher","DOI":"10.1016\/j.ijhm.2022.103358","article-title":"Is it the best for barista robots to serve like humans? A multidimensional anthropomorphism perspective","volume":"108","author":"Kim","year":"2023","journal-title":"International Journal of Hospitality Management"},{"key":"2025112605394355600_ref057","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1145\/3613904.3642917","article-title":"Engaged and affective virtual agents: their impact on social presence, trustworthiness, and decision-making in the group discussion","author":"Kim","year":"2024"},{"key":"2025112605394355600_ref058","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1007\/s12652-019-01175-8","article-title":"Understanding the role of Proximity and Eye gaze in human\u2013computer interaction for individuals with autism","volume":"15","author":"Krishnappa Babu","year":"2024","journal-title":"Journal of Ambient Intelligence and Humanized Computing"},{"issue":"10","key":"2025112605394355600_ref059","doi-asserted-by":"publisher","first-page":"1","DOI":"10.17705\/1jais.00411","article-title":"Technology, humanness, and trust: rethinking trust in technology","volume":"16","author":"Lankton","year":"2015","journal-title":"Journal of the Association for Information Systems"},{"issue":"7553","key":"2025112605394355600_ref060","doi-asserted-by":"publisher","first-page":"436","DOI":"10.1038\/nature14539","article-title":"Deep learning","volume":"521","author":"LeCun","year":"2015","journal-title":"Nature"},{"key":"2025112605394355600_ref061","doi-asserted-by":"publisher","first-page":"95","DOI":"10.1016\/j.ijhcs.2017.02.005","article-title":"Enhancing user experience with conversational agent for movie recommendation: effects of self-disclosure and reciprocity","volume":"103","author":"Lee","year":"2017","journal-title":"International Journal of Human-Computer Studies"},{"key":"2025112605394355600_ref062","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1080\/10447318.2024.2351713","article-title":"Effects of visual realism on avatar perception in immersive and non-immersive virtual environments","author":"Lee","year":"2024","journal-title":"International Journal of Human-Computer Interaction"},{"key":"2025112605394355600_ref063","doi-asserted-by":"publisher","first-page":"112","DOI":"10.1016\/j.ins.2022.01.033","article-title":"Deep learning based recommender system using cross convolutional filters","volume":"592","author":"Lee","year":"2022","journal-title":"Information Sciences"},{"issue":"2","key":"2025112605394355600_ref064","doi-asserted-by":"publisher","first-page":"398","DOI":"10.1287\/isre.2015.0577","article-title":"How does IT ambidexterity impact organizational agility?","volume":"26","author":"Lee","year":"2015","journal-title":"Information Systems Research"},{"issue":"2","key":"2025112605394355600_ref065","doi-asserted-by":"publisher","first-page":"154","DOI":"10.1108\/jsit-07-2020-0132","article-title":"Role of interaction quality and trust in use of AI-based voice-assistant systems","volume":"23","author":"Lee","year":"2021","journal-title":"Journal of Systems and Information Technology"},{"issue":"4","key":"2025112605394355600_ref066","doi-asserted-by":"publisher","first-page":"967","DOI":"10.1093\/sf\/63.4.967","article-title":"Trust as a social reality","volume":"63","author":"Lewis","year":"1985","journal-title":"Social Forces"},{"key":"2025112605394355600_ref067","doi-asserted-by":"publisher","DOI":"10.1016\/j.jretconser.2022.103230","article-title":"Examining the effects of authenticity fit and association fit: a digital human avatar endorsement model","volume":"71","author":"Li","year":"2023","journal-title":"Journal of Retailing and Consumer Services"},{"issue":"3","key":"2025112605394355600_ref068","doi-asserted-by":"publisher","first-page":"247","DOI":"10.1080\/23335777.2023.2177750","article-title":"Dual-path recommendation algorithm based on CNN and attention-enhanced LSTM","volume":"10","author":"Li","year":"2024","journal-title":"Cyber-Physical Systems"},{"issue":"1","key":"2025112605394355600_ref069","doi-asserted-by":"publisher","first-page":"141","DOI":"10.1177\/1094670520964872","article-title":"Avatar design of virtual salespeople: mitigation of recommendation conflicts","volume":"24","author":"Lin","year":"2021","journal-title":"Journal of Service Research"},{"key":"2025112605394355600_ref070","doi-asserted-by":"publisher","DOI":"10.1016\/j.ijhm.2020.102823","article-title":"Leveraging \u2018human-likeness\u2019 of robotic service at restaurants","volume":"94","author":"Lu","year":"2021","journal-title":"International Journal of Hospitality Management"},{"issue":"3","key":"2025112605394355600_ref071","doi-asserted-by":"publisher","first-page":"709","DOI":"10.2307\/258792","article-title":"An integrative model of organizational trust","volume":"20","author":"Mayer","year":"1995","journal-title":"Academy of Management Review"},{"issue":"1","key":"2025112605394355600_ref072","doi-asserted-by":"publisher","first-page":"24","DOI":"10.5465\/256727","article-title":"Affect-and cognition-based trust as foundations for interpersonal cooperation in organizations","volume":"38","author":"McAllister","year":"1995","journal-title":"Academy of Management Journal"},{"issue":"4","key":"2025112605394355600_ref073","doi-asserted-by":"publisher","first-page":"535","DOI":"10.1177\/0022243718822827","article-title":"Service robots rising: how humanoid robots influence service experiences and elicit compensatory consumer responses","volume":"56","author":"Mende","year":"2019","journal-title":"Journal of Marketing Research"},{"issue":"1","key":"2025112605394355600_ref074","doi-asserted-by":"publisher","first-page":"3","DOI":"10.1037\/\/0033-295x.106.1.3","article-title":"A hot\/cool-system analysis of delay of gratification: dynamics of willpower","volume":"106","author":"Metcalfe","year":"1999","journal-title":"Psychological Review"},{"issue":"1","key":"2025112605394355600_ref075","doi-asserted-by":"publisher","first-page":"67","DOI":"10.1177\/0022242921996646","article-title":"An emerging theory of avatar marketing","volume":"86","author":"Miao","year":"2022","journal-title":"Journal of Marketing"},{"issue":"2","key":"2025112605394355600_ref076","doi-asserted-by":"publisher","first-page":"246","DOI":"10.1037\/0033-295x.102.2.246","article-title":"A cognitive-affective system theory of personality: reconceptualizing situations, dispositions, dynamics, and invariance in personality structure","volume":"102","author":"Mischel","year":"1995","journal-title":"Psychological Review"},{"key":"2025112605394355600_ref077","first-page":"33","article-title":"Bukimi no tani [the uncanny valley]","volume":"7","author":"Mori","year":"1970","journal-title":"Energy"},{"issue":"2","key":"2025112605394355600_ref078","doi-asserted-by":"publisher","first-page":"98","DOI":"10.1109\/mra.2012.2192811","article-title":"The uncanny valley [from the field]","volume":"19","author":"Mori","year":"2012","journal-title":"IEEE Robotics and Automation Magazine"},{"issue":"6","key":"2025112605394355600_ref134","doi-asserted-by":"crossref","first-page":"852","DOI":"10.1037\/0022-3514.89.6.852","article-title":"When moderation is mediated and mediation is moderated","volume":"89","author":"Muller","year":"2005","journal-title":"Journal of Personality and Social Psychology"},{"issue":"4","key":"2025112605394355600_ref079","doi-asserted-by":"publisher","first-page":"774","DOI":"10.1016\/j.ibusrev.2013.11.009","article-title":"Consumer affinity for foreign countries: construct development, buying behavior consequences and animosity contrasts","volume":"23","author":"Nes","year":"2014","journal-title":"International Business Review"},{"key":"2025112605394355600_ref080","doi-asserted-by":"publisher","DOI":"10.1016\/j.jretconser.2023.103562","article-title":"I Am ChatGPT, the ultimate AI Chatbot! Investigating the determinants of users' loyalty and ethical usage concerns of ChatGPT","volume":"76","author":"Niu","year":"2024","journal-title":"Journal of Retailing and Consumer Services"},{"issue":"6","key":"2025112605394355600_ref081","doi-asserted-by":"publisher","first-page":"352","DOI":"10.1002\/hfm.20745","article-title":"Anthropomorphizing information to enhance trust in autonomous vehicles","volume":"28","author":"Niu","year":"2018","journal-title":"Human Factors and Ergonomics in Manufacturing and Service Industries"},{"issue":"5","key":"2025112605394355600_ref082","doi-asserted-by":"publisher","first-page":"481","DOI":"10.1162\/105474603322761289","article-title":"The effect of the agency and anthropomorphism on users' sense of telepresence, copresence, and social presence in virtual environments","volume":"12","author":"Nowak","year":"2003","journal-title":"Presence: Teleoperators and Virtual Environments"},{"issue":"4","key":"2025112605394355600_ref083","doi-asserted-by":"publisher","first-page":"460","DOI":"10.1177\/002224378001700405","article-title":"A cognitive model of the antecedents and consequences of satisfaction decisions","volume":"17","author":"Oliver","year":"1980","journal-title":"Journal of Marketing Research"},{"issue":"4","key":"2025112605394355600_ref085","doi-asserted-by":"publisher","first-page":"691","DOI":"10.1002\/mar.21468","article-title":"The adoption of AI service robots: a comparison between credence and experience service settings","volume":"38","author":"Park","year":"2021","journal-title":"Psychology and Marketing"},{"issue":"8","key":"2025112605394355600_ref086","doi-asserted-by":"publisher","first-page":"4730","DOI":"10.1177\/14614448221127258","article-title":"The effects of avatar customization and virtual human mind perception: a test using Milgram's paradigm","volume":"26","author":"Pena","year":"2024","journal-title":"New Media and Society"},{"issue":"1","key":"2025112605394355600_ref087","doi-asserted-by":"publisher","first-page":"215","DOI":"10.1108\/imds-05-2021-0338","article-title":"For whom does flow not enhance online gamer loyalty?","volume":"122","author":"Pham","year":"2022","journal-title":"Industrial Management and Data Systems"},{"key":"2025112605394355600_ref084","article-title":"How to handle someone who is in a bad mood","author":"Quinn","year":"2022"},{"key":"2025112605394355600_ref088","volume-title":"The Media Equation: How People Treat Computers, Television, and New Media like Real People","author":"Reeves","year":"1996"},{"issue":"3","key":"2025112605394355600_ref089","doi-asserted-by":"publisher","first-page":"56","DOI":"10.1145\/245108.245121","article-title":"Recommender systems","volume":"40","author":"Resnick","year":"1997","journal-title":"Communications of the ACM"},{"key":"2025112605394355600_ref090","doi-asserted-by":"publisher","DOI":"10.1016\/j.chb.2023.108008","article-title":"The dynamics of human\u2013robot trust attitude and behavior\u2014exploring the effects of anthropomorphism and type of failure","volume":"150","author":"Roesler","year":"2024","journal-title":"Computers in Human Behavior"},{"key":"2025112605394355600_ref091","doi-asserted-by":"publisher","DOI":"10.1016\/j.jretconser.2024.103728","article-title":"Consumer engagement in chatbots and voicebots. A multiple-experiment approach in online retailing context","volume":"78","author":"Rohit","year":"2024","journal-title":"Journal of Retailing and Consumer Services"},{"key":"2025112605394355600_ref092","doi-asserted-by":"publisher","DOI":"10.1016\/j.ijinfomgt.2021.102361","article-title":"Emotional reactions to robot colleagues in a role-playing experiment","volume":"60","author":"Savela","year":"2021","journal-title":"International Journal of Information Management"},{"key":"2025112605394355600_ref093","doi-asserted-by":"publisher","DOI":"10.1016\/j.ijhm.2019.102320","article-title":"If memory serves: the effect of restaurant servers' memorization and muddling of orders","volume":"84","author":"Seiter","year":"2020","journal-title":"International Journal of Hospitality Management"},{"issue":"3","key":"2025112605394355600_ref094","doi-asserted-by":"publisher","first-page":"9","DOI":"10.17705\/1jais.00674","article-title":"Have we crossed the uncanny valley? Understanding affinity, trustworthiness, and preference for realistic digital humans in immersive environments","volume":"22","author":"Seymour","year":"2021","journal-title":"Journal of the Association for Information Systems"},{"key":"2025112605394355600_ref095","doi-asserted-by":"crossref","DOI":"10.24251\/HICSS.2022.521","article-title":"Face it, users don't care: affinity and trustworthiness of imperfect digital humans","author":"Seymour","year":"2022"},{"issue":"16","key":"2025112605394355600_ref096","doi-asserted-by":"publisher","first-page":"48521","DOI":"10.1007\/s11042-023-17415-1","article-title":"An intelligent recommendation system in e-commerce using ensemble learning","volume":"83","author":"Shankar","year":"2024","journal-title":"Multimedia Tools and Applications"},{"issue":"8","key":"2025112605394355600_ref097","doi-asserted-by":"publisher","first-page":"1714","DOI":"10.1177\/0047287520966395","article-title":"Antecedents of trust and adoption intention toward artificially intelligent recommendation systems in travel planning: a heuristic\u2013systematic model","volume":"60","author":"Shi","year":"2021","journal-title":"Journal of Travel Research"},{"issue":"3","key":"2025112605394355600_ref098","doi-asserted-by":"publisher","first-page":"599","DOI":"10.1086\/425095","article-title":"The effect of distractions while tasting a food sample: the interplay of informational and affective components in subsequent choice","volume":"31","author":"Shiv","year":"2004","journal-title":"Journal of Consumer Research"},{"key":"2025112605394355600_ref099","doi-asserted-by":"publisher","DOI":"10.1016\/j.jretconser.2020.102430","article-title":"Digital humans in fashion: will consumers interact?","volume":"60","author":"Silva","year":"2021","journal-title":"Journal of Retailing and Consumer Services"},{"key":"2025112605394355600_ref100","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1145\/3544548.3581075","article-title":"Ignore, trust, or negotiate: understanding clinician acceptance of AI-based treatment recommendations in health care","author":"Sivaraman","year":"2023"},{"key":"2025112605394355600_ref101","doi-asserted-by":"publisher","first-page":"54","DOI":"10.1016\/j.cogr.2023.04.001","article-title":"Artificial intelligence, machine learning and deep learning in advanced robotics, a review","volume":"3","author":"Soori","year":"2023","journal-title":"Cognitive Robotics"},{"issue":"2","key":"2025112605394355600_ref102","doi-asserted-by":"publisher","first-page":"305","DOI":"10.1007\/s12369-018-0502-7","article-title":"The social perception of humanoid and non-humanoid robots: effects of gendered and machinelike features","volume":"11","author":"Stroessner","year":"2019","journal-title":"International Journal of Social Robotics"},{"issue":"2","key":"2025112605394355600_ref103","doi-asserted-by":"publisher","first-page":"288","DOI":"10.1287\/isre.1080.0206","article-title":"Complementarities between organizational IT architecture and governance structure","volume":"21","author":"Tiwana","year":"2010","journal-title":"Information Systems Research"},{"issue":"8","key":"2025112605394355600_ref104","doi-asserted-by":"publisher","first-page":"1539","DOI":"10.1007\/s00264-020-04609-7","article-title":"Deep learning COVID-19 detection bias: accuracy through artificial intelligence","volume":"44","author":"Vaid","year":"2020","journal-title":"International Orthopaedics"},{"issue":"1","key":"2025112605394355600_ref105","doi-asserted-by":"publisher","first-page":"41","DOI":"10.1057\/palgrave.ejis.3000445","article-title":"Understanding online purchase intentions: contributions from technology and trust perspectives","volume":"12","author":"Van der Heijden","year":"2003","journal-title":"European Journal of Information Systems"},{"issue":"3","key":"2025112605394355600_ref106","doi-asserted-by":"publisher","first-page":"529","DOI":"10.1111\/jcc4.12066","article-title":"Virtual customer service agents: using social presence and personalization to shape online service encounters","volume":"19","author":"Verhagen","year":"2014","journal-title":"Journal of Computer-Mediated Communication"},{"key":"2025112605394355600_ref107","doi-asserted-by":"publisher","DOI":"10.1016\/j.techsoc.2023.102441","article-title":"The adoption of social robots in service operations: a comprehensive review","volume":"76","author":"Vishwakarma","year":"2023","journal-title":"Technology in Society"},{"key":"2025112605394355600_ref108","doi-asserted-by":"crossref","DOI":"10.24251\/HICSS.2019.169","article-title":"Is it human? The role of anthropomorphism as a driver for the successful acceptance of digital voice assistants","author":"Wagner","year":"2019"},{"issue":"3","key":"2025112605394355600_ref109","doi-asserted-by":"publisher","first-page":"143","DOI":"10.1509\/jmkg.71.3.143","article-title":"Can a retail web site be social?","volume":"71","author":"Wang","year":"2007","journal-title":"Journal of Marketing"},{"key":"2025112605394355600_ref110","doi-asserted-by":"publisher","first-page":"48","DOI":"10.1016\/j.dss.2016.03.007","article-title":"Effects of rational and social appeals of online recommendation agents on cognition-and affect-based trust","volume":"86","author":"Wang","year":"2016","journal-title":"Decision Support Systems"},{"key":"2025112605394355600_ref111","doi-asserted-by":"crossref","first-page":"41","DOI":"10.22381\/lpi2120223","article-title":"The virtual economy of the metaverse: computer vision and deep learning algorithms, customer engagement tools, and behavioral predictive analytics","volume":"21","author":"Watson","year":"2022","journal-title":"Linguistic and Philosophical Investigations"},{"issue":"5","key":"2025112605394355600_ref112","doi-asserted-by":"publisher","first-page":"907","DOI":"10.1108\/josm-04-2018-0119","article-title":"Brave new world: service robots in the frontline","volume":"29","author":"Wirtz","year":"2018","journal-title":"Journal of Service Management"},{"key":"2025112605394355600_ref113","doi-asserted-by":"publisher","first-page":"253","DOI":"10.1016\/j.jhtm.2023.06.022","article-title":"Autonomous travel decision-making: an early glimpse into ChatGPT and generative AI","volume":"56","author":"Wong","year":"2023","journal-title":"Journal of Hospitality and Tourism Management"},{"key":"2025112605394355600_ref114","doi-asserted-by":"crossref","first-page":"87","DOI":"10.1016\/B978-0-443-21598-8.00014-2","volume-title":"Artificial Intelligence, Big Data, Blockchain and 5G for the Digital Transformation of the Healthcare Industry","author":"Wong","year":"2024"},{"issue":"1","key":"2025112605394355600_ref115","doi-asserted-by":"publisher","DOI":"10.1016\/j.chbah.2024.100049","article-title":"Can robots elicit empathy? The effects of social robots' appearance on emotional contagion","volume":"2","author":"Yang","year":"2024","journal-title":"Computers in Human Behavior: Artificial Humans"},{"issue":"5","key":"2025112605394355600_ref116","doi-asserted-by":"publisher","first-page":"1183","DOI":"10.1177\/00472875231187332","article-title":"Personalized tourism recommendations and the E-tourism user experience","volume":"63","author":"Yang","year":"2024","journal-title":"Journal of Travel Research"},{"issue":"5","key":"2025112605394355600_ref117","doi-asserted-by":"publisher","first-page":"734","DOI":"10.1108\/jrim-06-2022-0164","article-title":"Effects of the anthropomorphic image of intelligent customer service avatars on consumers' willingness to interact after service failures","volume":"17","author":"Yao","year":"2023","journal-title":"The Journal of Research in Indian Medicine"},{"key":"2025112605394355600_ref118","article-title":"Human-AI interaction\u2013is it trust or emotions that mediates behavioral intensions?","author":"Yao","year":"2024","journal-title":"Hawaii International Conference on System Sciences 2024 (HICSS-57)"},{"key":"2025112605394355600_ref119","doi-asserted-by":"publisher","DOI":"10.1016\/j.chb.2023.107987","article-title":"Can AI really help? The double-edged sword effect of AI assistant on employees' innovation behavior","volume":"150","author":"Yin","year":"2024","journal-title":"Computers in Human Behavior"},{"issue":"2","key":"2025112605394355600_ref120","doi-asserted-by":"publisher","first-page":"47","DOI":"10.1002\/dir.10008","article-title":"The antecedents and consequences of trust in online-purchase decisions","volume":"16","author":"Yoon","year":"2002","journal-title":"Journal of Interactive Marketing"},{"issue":"5","key":"2025112605394355600_ref121","doi-asserted-by":"publisher","first-page":"1912","DOI":"10.3390\/jtaer16050107","article-title":"AI recommendation service acceptance: assessing the effects of perceived empathy and need for cognition","volume":"16","author":"Yoon","year":"2021","journal-title":"Journal of Theoretical and Applied Electronic Commerce Research"},{"issue":"1","key":"2025112605394355600_ref122","doi-asserted-by":"publisher","first-page":"22","DOI":"10.1080\/19368623.2019.1592733","article-title":"Humanlike robots as employees in the hotel industry: thematic content analysis of online reviews","volume":"29","author":"Yu","year":"2020","journal-title":"Journal of Hospitality Marketing and Management"},{"key":"2025112605394355600_ref123","doi-asserted-by":"publisher","DOI":"10.1016\/j.jretconser.2023.103560","article-title":"Artificial intelligence-generated virtual influencer: examining the effects of emotional display on user engagement","volume":"76","author":"Yu","year":"2024","journal-title":"Journal of Retailing and Consumer Services"},{"issue":"2","key":"2025112605394355600_ref124","doi-asserted-by":"publisher","first-page":"450","DOI":"10.1080\/07421222.2019.1598691","article-title":"Acting like humans? Anthropomorphism and consumer's willingness to pay in electronic commerce","volume":"36","author":"Yuan","year":"2019","journal-title":"Journal of Management Information Systems"},{"issue":"2","key":"2025112605394355600_ref125","doi-asserted-by":"publisher","first-page":"141","DOI":"10.1287\/orsc.9.2.141","article-title":"Does trust matter? Exploring the effects of interorganizational and interpersonal trust on performance","volume":"9","author":"Zaheer","year":"1998","journal-title":"Organization Science"},{"issue":"2","key":"2025112605394355600_ref126","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1037\/h0025848","article-title":"Attitudinal effects of mere exposure","volume":"9","author":"Zajonc","year":"1968","journal-title":"Journal of Personality and Social Psychology"},{"issue":"3","key":"2025112605394355600_ref127","doi-asserted-by":"publisher","first-page":"191","DOI":"10.1002\/bdm.516","article-title":"Hedonic versus informational evaluations: task dependent preferences for sequences of outcomes","volume":"19","author":"Zauberman","year":"2006","journal-title":"Journal of Behavioral Decision Making"},{"key":"2025112605394355600_ref128","doi-asserted-by":"crossref","first-page":"122","DOI":"10.22381\/RCP2120228","article-title":"Visual imagery and geospatial mapping tools, virtual simulation algorithms, and deep learning-based sensing technologies in the metaverse interactive environment","volume":"21","author":"Zauskova","year":"2022","journal-title":"Review of Contemporary Philosophy"},{"issue":"1","key":"2025112605394355600_ref129","doi-asserted-by":"publisher","first-page":"439","DOI":"10.1007\/s40747-020-00212-w","article-title":"Artificial intelligence in recommender systems","volume":"7","author":"Zhang","year":"2021","journal-title":"Complex and Intelligent Systems"},{"issue":"3","key":"2025112605394355600_ref130","doi-asserted-by":"publisher","first-page":"265","DOI":"10.3390\/bs13030265","article-title":"Shared leadership and improvisation: dual perspective of cognition-affection","volume":"13","author":"Zhang","year":"2023","journal-title":"Behavioral Sciences"},{"issue":"2","key":"2025112605394355600_ref131","doi-asserted-by":"publisher","first-page":"578","DOI":"10.1108\/imds-11-2021-0662","article-title":"The effects of appearance personification of service robots on customer decision-making in the product recommendation context","volume":"123","author":"Zhang","year":"2023","journal-title":"Industrial Management and Data Systems"},{"key":"2025112605394355600_ref132","doi-asserted-by":"publisher","DOI":"10.1016\/j.tourman.2023.104835","article-title":"Emotional expression by artificial intelligence chatbots to improve customer satisfaction: underlying mechanism and boundary conditions","volume":"100","author":"Zhang","year":"2024","journal-title":"Tourism Management"}],"container-title":["Industrial Management &amp; Data Systems"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/IMDS-04-2024-0329\/full\/xml","content-type":"application\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/imds\/article-pdf\/125\/8\/2426\/10855871\/imds-04-2024-0329en.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"syndication"},{"URL":"https:\/\/www.emerald.com\/imds\/article-pdf\/125\/8\/2426\/10855871\/imds-04-2024-0329en.pdf","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,11,26]],"date-time":"2025-11-26T10:39:54Z","timestamp":1764153594000},"score":1,"resource":{"primary":{"URL":"https:\/\/www.emerald.com\/imds\/article\/125\/8\/2426\/1251425\/Why-people-trust-AI-software-robots-a-mediated"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2025,1,24]]},"references-count":134,"journal-issue":{"issue":"8","published-print":{"date-parts":[[2025,11,28]]}},"URL":"https:\/\/doi.org\/10.1108\/imds-04-2024-0329","relation":{},"ISSN":["0263-5577","1758-5783"],"issn-type":[{"value":"0263-5577","type":"print"},{"value":"1758-5783","type":"electronic"}],"subject":[],"published":{"date-parts":[[2025,1,24]]}}}