{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,5,5]],"date-time":"2026-05-05T11:47:40Z","timestamp":1777981660759,"version":"3.51.4"},"reference-count":82,"publisher":"Emerald","issue":"2","license":[{"start":{"date-parts":[[2023,12,5]],"date-time":"2023-12-05T00:00:00Z","timestamp":1701734400000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["IMDS"],"published-print":{"date-parts":[[2024,1,30]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-subheading\">Purpose<\/jats:title><jats:p>This research proposes and examines a theoretical model grounded in anthropomorphism theory considering the curvilinear and linear relationships between service robot anthropomorphism and consumer usage intention and explores the mediating effect of perceived risk.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Design\/methodology\/approach<\/jats:title><jats:p>To examine the developed model, two complementary studies are designed. In Study 1, multi-time data of 511 participants show that service robot anthropomorphism inverts U-shaped (curvilinear) relationship on consumer usage intention and perceived risk mediates this curvilinear relationship. In Study 2, multi-source data of 460 volunteers are used to confirm the findings of Study 1 and examine that consumer empathy moderates the complex nonlinear effect of service robot anthropomorphism on perceived risk, and the indirect curvilinear effect of service robot anthropomorphism on consumer usage intention through perceived risk.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Findings<\/jats:title><jats:p>This research provides preliminary and yet important findings on how service robot anthropomorphism most likely is positively associated with consumer usage intention, i.e. the positively influence mechanism of service robot anthropomorphism on consumer usage intention.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Originality\/value<\/jats:title><jats:p>This research provides preliminary and yet important findings on how service robot anthropomorphism most likely is positively associated with consumer usage intention, i.e. the positively influence mechanism of service robot anthropomorphism on consumer usage intention.<\/jats:p><\/jats:sec>","DOI":"10.1108\/imds-08-2023-0538","type":"journal-article","created":{"date-parts":[[2023,12,4]],"date-time":"2023-12-04T06:08:36Z","timestamp":1701670116000},"page":"612-639","source":"Crossref","is-referenced-by-count":25,"title":["Service robot anthropomorphism on consumer usage intention: curvilinear and linear effect"],"prefix":"10.1108","volume":"124","author":[{"ORCID":"https:\/\/orcid.org\/0000-0003-3622-2820","authenticated-orcid":false,"given":"Maosheng","family":"Yang","sequence":"first","affiliation":[]},{"ORCID":"https:\/\/orcid.org\/0009-0007-5136-9878","authenticated-orcid":false,"given":"Juan","family":"Li","sequence":"additional","affiliation":[]},{"given":"Lei","family":"Feng","sequence":"additional","affiliation":[]},{"ORCID":"https:\/\/orcid.org\/0000-0002-0039-421X","authenticated-orcid":false,"given":"Shih-Chih","family":"Chen","sequence":"additional","affiliation":[]},{"ORCID":"https:\/\/orcid.org\/0000-0002-2702-3590","authenticated-orcid":false,"given":"Ming-Lang","family":"Tseng","sequence":"additional","affiliation":[]}],"member":"140","published-online":{"date-parts":[[2023,12,5]]},"reference":[{"issue":"2","key":"key2024012915083316400_ref001","first-page":"2444","article-title":"Understanding the intention to revisit a destination by expanding the theory of planned behaviour (TPB)","volume":"5","year":"2021","journal-title":"Spanish Journal of Marketing -ESIC"},{"key":"key2024012915083316400_ref002","first-page":"1","article-title":"Study: nobody wants social robots that look like humans because they threaten our identity","year":"2016","journal-title":"IEEE Spectrum"},{"issue":"4","key":"key2024012915083316400_ref003","doi-asserted-by":"publisher","first-page":"468","DOI":"10.1086\/518544","article-title":"Is that car smiling at me? Schema congruity as a basis for evaluating anthropomorphized products","volume":"34","year":"2007","journal-title":"Journal of Consumer Research"},{"issue":"1","key":"key2024012915083316400_ref004","doi-asserted-by":"publisher","first-page":"117","DOI":"10.1007\/s12369-014-0263-x","article-title":"The cognitive bases of anthropomorphism: from relatedness to empathy","volume":"7","year":"2015","journal-title":"International Journal of Social Robotics"},{"key":"key2024012915083316400_ref005","doi-asserted-by":"publisher","first-page":"183","DOI":"10.1016\/j.chb.2018.03.051","article-title":"Living up to the chatbot hype: The influence of anthropomorphic design cues and communicative agency framing on conversational agent and company perceptions","volume":"85","year":"2018","journal-title":"Computers in Human Behavior"},{"issue":"1","key":"key2024012915083316400_ref006","doi-asserted-by":"publisher","first-page":"71","DOI":"10.1007\/s12369-008-0001-3","article-title":"Measurement instruments for the anthropomorphism, animacy, likeability, perceived intelligence, and perceived safety of robots","volume":"1","year":"2009","journal-title":"International Journal of Social Robotics"},{"issue":"6","key":"key2024012915083316400_ref009","doi-asserted-by":"publisher","first-page":"922","DOI":"10.1037\/0022-3514.56.6.922","article-title":"Negative-state relief and the empathy_altruism hypothesis","volume":"56","year":"1989","journal-title":"Journal of Personality and Social Psychology"},{"issue":"6","key":"key2024012915083316400_ref010","doi-asserted-by":"publisher","first-page":"1042","DOI":"10.1037\/0022-3514.68.6.1042","article-title":"Immorality from empathy- induced altruism: when compassion and justice conflict","volume":"68","year":"1995","journal-title":"Journal of Personality and Social Psychology"},{"key":"key2024012915083316400_ref011","unstructured":"Batson, C.D., Lishner, D.A. and Stocks, E.L. (2015), \u201cThe empathy-altruism hypothesis\u201d, in Schroder, D.A. and Graziano, W.G. (Eds), The Oxford Handbook of Prosocial Behavior, New York, NY: Oxford University Press, pp.\u00a0259-281."},{"issue":"2","key":"key2024012915083316400_ref012","doi-asserted-by":"publisher","first-page":"383","DOI":"10.1146\/annurev-orgpsych-032414-111335","article-title":"ESM 2.0: state of the art and future potential of experience sampling methods in organizational research","volume":"2","year":"2015","journal-title":"Annual Review of Organizational Psychology and Organizational Behavior"},{"issue":"13","key":"key2024012915083316400_ref013","doi-asserted-by":"publisher","first-page":"1831","DOI":"10.1001\/jama.266.13.1831","article-title":"The importance of empathy as an interviewing skill in medicine","volume":"266","year":"1991","journal-title":"JAMA-journal of The American Medical Association"},{"issue":"4","key":"key2024012915083316400_ref014","doi-asserted-by":"publisher","first-page":"632","DOI":"10.1007\/s11747-020-00762-y","article-title":"Understanding anthropomorphism in service provision: a meta-analysis of physical robots, chatbots, and other AI","volume":"49","year":"2021","journal-title":"Journal of the Academy of Marketing Science"},{"issue":"1","key":"key2024012915083316400_ref015","doi-asserted-by":"publisher","first-page":"627","DOI":"10.1146\/annurev-psych-010416-043958","article-title":"Interactions with robots: the truths we reveal about ourselves","volume":"68","year":"2017","journal-title":"Annual Review of Psychology"},{"key":"key2024012915083316400_ref016","article-title":"Human-robot interaction research to improve quality of life in elder care: an approach and issues","year":"2011"},{"key":"key2024012915083316400_ref017","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1145\/2335356.2335358","article-title":"Measuring user confidence in smartphone security and privacy","year":"2012","edition":"8th ed."},{"issue":"3","key":"key2024012915083316400_ref018","doi-asserted-by":"publisher","first-page":"354","DOI":"10.1177\/1094670520978798","article-title":"To err is human(-oid): how do consumers react to robot service failure and recovery","volume":"24","year":"2021","journal-title":"Journal of Service Research"},{"issue":"1","key":"key2024012915083316400_ref019","doi-asserted-by":"publisher","first-page":"121","DOI":"10.2753\/joa0091-3367400108","article-title":"Personification in advertising","volume":"40","year":"2011","journal-title":"Journal of Advertising"},{"issue":"3","key":"key2024012915083316400_ref020","doi-asserted-by":"publisher","first-page":"276","DOI":"10.1108\/jsm-11-2021-0400","article-title":"Reducing deviant consumer behaviour with service robot guardians","volume":"37","year":"2023","journal-title":"Journal of Services Marketing"},{"issue":"3-4","key":"key2024012915083316400_ref021","doi-asserted-by":"publisher","first-page":"177","DOI":"10.1016\/s0921-8890(02)00374-3","article-title":"Anthropomorphism and the social robot","volume":"42","year":"2003","journal-title":"Robotics and Autonomous Systems"},{"key":"key2024012915083316400_ref022","doi-asserted-by":"publisher","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","year":"2007","journal-title":"Psychological Methods"},{"issue":"4","key":"key2024012915083316400_ref024","doi-asserted-by":"publisher","first-page":"591","DOI":"10.1086\/699516","article-title":"A mind like mine: the exceptionally ordinary underpinnings of anthropomorphism","volume":"3","year":"2018","journal-title":"Journal of the Association of Consumer Research"},{"issue":"2","key":"key2024012915083316400_ref025","doi-asserted-by":"publisher","first-page":"297","DOI":"10.1080\/00913367.2016.1274925","article-title":"Connecting with celebrities: how consumers appropriate celebrity meanings for a sense of belonging","volume":"46","year":"2017","journal-title":"Journal of Advertising"},{"issue":"4","key":"key2024012915083316400_ref026","doi-asserted-by":"publisher","first-page":"566","DOI":"10.1086\/346251","article-title":"Sympathy and empathy: emotional responses to advertising dramas","volume":"29","year":"2003","journal-title":"Journal of Consumer Research"},{"issue":"5","key":"key2024012915083316400_ref027","doi-asserted-by":"publisher","first-page":"894","DOI":"10.1037\/a0019993","article-title":"The road to forgiveness: a meta-analytic synthesis of its\u00a0situational and dispositional correlates","volume":"136","year":"2010","journal-title":"Psychological Bulletin"},{"issue":"3","key":"key2024012915083316400_ref028","doi-asserted-by":"publisher","first-page":"382","DOI":"10.2307\/3150980","article-title":"Structural equation models with unobservable variables and measurement error","volume":"18","year":"1981","journal-title":"Journal of Marketing Research"},{"issue":"1","key":"key2024012915083316400_ref029","doi-asserted-by":"publisher","first-page":"85","DOI":"10.1177\/2051570713478335","article-title":"The avatar in marketing: synthesis, integrative framework and perspectives","volume":"28","year":"2013","journal-title":"Recherche et Applications en Marketing"},{"key":"key2024012915083316400_ref030","doi-asserted-by":"publisher","first-page":"2","DOI":"10.1177\/2051570716643961","article-title":"Must smart objects look human? Study of the impact of anthropomorphism on the acceptance of companion robots","volume":"31","year":"2016","journal-title":"Recherche et Applications en Marketing"},{"issue":"4","key":"key2024012915083316400_ref031","doi-asserted-by":"publisher","first-page":"900","DOI":"10.1037\/a0013770","article-title":"Good soldiers and good actors: prosocial and impression management motives as interactive predictors of affiliative citizenship behaviors","volume":"94","year":"2009","journal-title":"Journal of Applied Psychology"},{"key":"key2024012915083316400_ref032","volume-title":"Multivariate Data Analysis","year":"2009","edition":"7th ed."},{"issue":"5","key":"key2024012915083316400_ref033","doi-asserted-by":"publisher","first-page":"517","DOI":"10.1177\/0018720811417254","article-title":"A meta-analysis of factors affecting trust in human-robot interaction","volume":"53","year":"2011","journal-title":"Human Factors"},{"issue":"2","key":"key2024012915083316400_ref035","doi-asserted-by":"publisher","first-page":"155","DOI":"10.1177\/1094670517752459","article-title":"Artificial intelligence in service","volume":"21","year":"2018","journal-title":"Journal of Service Research"},{"issue":"1","key":"key2024012915083316400_ref036","doi-asserted-by":"publisher","first-page":"30","DOI":"10.1177\/1094670520902266","article-title":"Engaged to a robot? The role of AI in service","volume":"24","year":"2020","journal-title":"Journal of Service Research"},{"issue":"1","key":"key2024012915083316400_ref037","doi-asserted-by":"publisher","first-page":"55","DOI":"10.1016\/j.chb.2018.05.029","article-title":"Influence of parasocial relationship between digital celebrities and Their followers on followers' purchase and electronic word-of-mouth intentions, and persuasion knowledge","volume":"87","year":"2018","journal-title":"Computers in Human Behavior"},{"issue":"4","key":"key2024012915083316400_ref038","doi-asserted-by":"publisher","first-page":"361","DOI":"10.1080\/19368623.2017.1248805","article-title":"What fosters favorable attitudes toward using travel mobile applications","volume":"26","year":"2017","journal-title":"Journal of Hospitality Marketing and Management"},{"issue":"3","key":"key2024012915083316400_ref039","doi-asserted-by":"publisher","first-page":"384","DOI":"10.1007\/s11747-019-00670-w","article-title":"Impulse buying: a meta-analytic review","volume":"48","year":"2020","journal-title":"Journal of the Academy of Marketing Science"},{"issue":"4","key":"key2024012915083316400_ref040","doi-asserted-by":"publisher","first-page":"521","DOI":"10.1007\/sbiph-004-0540-4","article-title":"Anthropomorphism, primatomorphism, mammalomorphism: understanding cross-species comparisons","volume":"19","year":"2004","journal-title":"Biology and Philosophy"},{"issue":"3","key":"key2024012915083316400_ref041","doi-asserted-by":"publisher","first-page":"207","DOI":"10.1353\/nar.2006.0015","article-title":"A theory of narrative empathy","volume":"14","year":"2006","journal-title":"Narrative"},{"issue":"1","key":"key2024012915083316400_ref042","doi-asserted-by":"publisher","first-page":"94","DOI":"10.1086\/658148","article-title":"Gaming with Mr. Slot or gaming the slot machine? Power, anthropomorphism, and risk perception","volume":"38","year":"2011","journal-title":"Journal of Consumer Research"},{"key":"key2024012915083316400_ref043","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1007\/s11002-019-09485-9","article-title":"Eliza in the uncanny valley: anthropomorphizing consumer robots increases their perceived warmth but decreases liking","volume":"30","year":"2019","journal-title":"Marketing Letter"},{"key":"key2024012915083316400_ref044","volume-title":"Principles and Practice of Structural Equation\u00a0Modeling","year":"2011","edition":"3rd ed."},{"issue":"3","key":"key2024012915083316400_ref045","doi-asserted-by":"publisher","first-page":"132","DOI":"10.1509\/jmkg.75.3.132","article-title":"It's got the look: the effect of friendly and aggressive \u2018facial\u2019 expressions on product liking and sales","volume":"75","year":"2011","journal-title":"Journal of Marketing"},{"issue":"4","key":"key2024012915083316400_ref046","doi-asserted-by":"publisher","first-page":"1329","DOI":"10.1108\/intr-01-2021-0030","article-title":"Artificial intelligent chatbots as brand promoters: a two-stage structural equation modeling-artificial neural network approach","volume":"32","year":"2021","journal-title":"Internet Research"},{"issue":"3","key":"key2024012915083316400_ref047","doi-asserted-by":"publisher","first-page":"250","DOI":"10.1016\/j.ijhcs.2012.09.005","article-title":"The influence of empathy in human-robot relations","volume":"71","year":"2013","journal-title":"International Journal of Human-Computer Studies"},{"key":"key2024012915083316400_ref048","doi-asserted-by":"publisher","first-page":"268","DOI":"10.1016\/j.ijhm.2018.09.009","article-title":"Apple pay: coolness and embarrassment in the service encounter","volume":"78","year":"2019","journal-title":"International Journal of Hospitality Management"},{"issue":"July","key":"key2024012915083316400_ref049","first-page":"36","article-title":"Developing and validating a service robot integration willingness scale","volume":"80","year":"2019","journal-title":"International Journal of Hospitality Management"},{"issue":"3","key":"key2024012915083316400_ref050","doi-asserted-by":"publisher","first-page":"355","DOI":"10.1016\/j.jcps.2016.12.003","article-title":"Humanizing brands: when brands seem to be like me, part of me, and in a relationship with me","volume":"27","year":"2017","journal-title":"Journal of Consumer Psychology"},{"key":"key2024012915083316400_ref051","doi-asserted-by":"publisher","first-page":"22","DOI":"10.1016\/j.cognition.2015.09.008","article-title":"Navigating a social world with robot partners: a quantitative cartography of the Uncanny Valley","volume":"146","year":"2016","journal-title":"Cognition"},{"issue":"1","key":"key2024012915083316400_ref052","doi-asserted-by":"publisher","first-page":"24","DOI":"10.1016\/j.obhdp.2011.07.003","article-title":"Leader mistreatment, employee hostility, and deviant behaviors: integrating self-uncertainty and thwarted needs perspectives on deviance","volume":"117","year":"2012","journal-title":"Organizational Behavior and Human Decision Processes"},{"key":"key2024012915083316400_ref053","doi-asserted-by":"publisher","first-page":"10","DOI":"10.1016\/j.newideapsych.2016.03.003","article-title":"On the nature of creepiness","volume":"43","year":"2016","journal-title":"New Ideas in Psychology"},{"issue":"6","key":"key2024012915083316400_ref054","doi-asserted-by":"publisher","first-page":"1586","DOI":"10.1037\/0022-3514.75.6.1586","article-title":"Interpersonal forgiving in close relationships: ii. theoretical elaboration and measurement","volume":"75","year":"1998","journal-title":"Journal of Personality and Social Psychology"},{"issue":"2","key":"key2024012915083316400_ref055","doi-asserted-by":"publisher","first-page":"192","DOI":"10.1080\/13683500.2019.1706457","article-title":"Predicting the intention to\u00a0use chatbots for travel and tourism","volume":"24","year":"2021","journal-title":"Current Issues in Tourism"},{"issue":"4","key":"key2024012915083316400_ref056","doi-asserted-by":"publisher","first-page":"405","DOI":"10.1177\/1094670518770038","article-title":"All That glitters is not gold: The penalty effect of conspicuous consumption in services and how it changes with customers and contexts","volume":"21","year":"2018","journal-title":"Journal of Service Research"},{"issue":"4","key":"key2024012915083316400_ref057","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","year":"2019","journal-title":"Journal of Marketing Research"},{"key":"key2024012915083316400_ref058","first-page":"33","article-title":"The uncanny valley","volume":"7","year":"1970","journal-title":"Energy"},{"issue":"2","key":"key2024012915083316400_ref059","doi-asserted-by":"publisher","first-page":"98","DOI":"10.1109\/mra.2012.2192811","article-title":"The uncanny valley","volume":"19","year":"2012","journal-title":"IEEE Robotics and Automation Magazine"},{"issue":"2","key":"key2024012915083316400_ref060","doi-asserted-by":"publisher","first-page":"98","DOI":"10.1109\/mra.2012.2192811","article-title":"The uncanny valley [from the field]","volume":"19","year":"2012","journal-title":"IEEE Robotics and Automation Magazine"},{"key":"key2024012915083316400_ref061","volume-title":"Psychometric Theory","year":"1994"},{"issue":"5","key":"key2024012915083316400_ref062","doi-asserted-by":"publisher","first-page":"697","DOI":"10.1007\/s12369-015-0301-3","article-title":"Designing robot embodiments for social interaction: affordances topple realism and aesthetics","volume":"7","year":"2015","journal-title":"International Journal of Social Robotics"},{"issue":"6","key":"key2024012915083316400_ref063","doi-asserted-by":"publisher","first-page":"610","DOI":"10.1080\/00224545.2016.1152212","article-title":"Empathy and universal values explicated by the empathy-altruism hypothesis","volume":"156","year":"2016","journal-title":"The Journal of Social Psychology"},{"issue":"5","key":"key2024012915083316400_ref064","doi-asserted-by":"publisher","first-page":"879","DOI":"10.1037\/0021-9010.88.5.879","article-title":"Common method variance in behavioral research: a critical review of the literature and recommended remedies","volume":"88","year":"2003","journal-title":"Journal of Applied Psychology"},{"issue":"1","key":"key2024012915083316400_ref065","doi-asserted-by":"publisher","first-page":"539","DOI":"10.1146\/annurev-psych-120710-100452","article-title":"Sources of method bias in social science research and recommendations on how to control it","volume":"63","year":"2012","journal-title":"Annual Review of Psychology"},{"issue":"4","key":"key2024012915083316400_ref066","doi-asserted-by":"publisher","first-page":"145","DOI":"10.2753\/mis0742-1222250405","article-title":"Evaluating anthropomorphic product recommendation agents","volume":"25","year":"2009","journal-title":"Journal of Management Information Systems"},{"issue":"13","key":"key2024012915083316400_ref067","doi-asserted-by":"publisher","first-page":"2190","DOI":"10.3390\/math10132190","article-title":"Examining consumer's intention to adopt AI-chatbots in Tourism using partial least squares structural equation modeling method","volume":"10","year":"2022","journal-title":"Mathematics"},{"key":"key2024012915083316400_ref068","first-page":"3816","article-title":"What do people expect from robots? 2008","year":"2008"},{"key":"key2024012915083316400_ref069","doi-asserted-by":"publisher","first-page":"422","DOI":"10.1016\/j.chb.2014.03.066","article-title":"How design characteristics of robots determine evaluation and uncanny valley related responses","volume":"36","year":"2014","journal-title":"Comput. Computers in Human Behavior"},{"key":"key2024012915083316400_ref071","doi-asserted-by":"publisher","first-page":"64","DOI":"10.1016\/j.chb.2017.09.012","article-title":"Empathy and embodied experience in virtual environment: To what extent can virtual reality stimulate empathy and embodied experience","volume":"78","year":"2018","journal-title":"Computers in Human Behavior"},{"issue":"2","key":"key2024012915083316400_ref072","doi-asserted-by":"publisher","first-page":"338","DOI":"10.1108\/intr-12-2015-0334","article-title":"Explicating user behavior toward multi-screen adoption and diffusion: user experience in the multi-screen media ecology","volume":"27","year":"2017","journal-title":"Internet Research"},{"issue":"5661","key":"key2024012915083316400_ref073","first-page":"1587","article-title":"Empathy for pain involves the affective but not sensory components of pain","volume":"303","year":"2004","journal-title":"Science"},{"issue":"9","key":"key2024012915083316400_ref074","doi-asserted-by":"publisher","first-page":"15","DOI":"10.1108\/jsm-01-2021-0006","article-title":"The robot-to-robot service encounter: an examination of the impact of interrobot warmth","volume":"35","year":"2021","journal-title":"Journal of Services Marketing"},{"issue":"3","key":"key2024012915083316400_ref075","doi-asserted-by":"publisher","first-page":"204","DOI":"10.1037\/1076-8998.12.3.204","article-title":"The recovery experience questionnaire: development and validation of a measure for assessing recuperation and unwinding from work","volume":"12","year":"2007","journal-title":"Journal of Occupational Health Psychology"},{"issue":"2","key":"key2024012915083316400_ref076","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","volume":"11","year":"2019","journal-title":"International Journal of Social Robotics"},{"issue":"1","key":"key2024012915083316400_ref077","doi-asserted-by":"publisher","first-page":"43","DOI":"10.1007\/s11747-019-00704-3","article-title":"Learning from the dark web: leveraging conversational agents in the era of hyper-privacy to enhance marketing","volume":"48","year":"2020","journal-title":"Journal of the Academy of Marketing Science"},{"issue":"1","key":"key2024012915083316400_ref078","doi-asserted-by":"publisher","first-page":"43","DOI":"10.1177\/1094670516679272","article-title":"Domo arigato Mr. Roboto: emergence of automated social presence in organizational frontlines and customers' service experiences","volume":"20","year":"2017","journal-title":"Journal of Service Research"},{"issue":"1","key":"key2024012915083316400_ref079","doi-asserted-by":"publisher","first-page":"157","DOI":"10.2307\/41410412","article-title":"Consumer acceptance and use of information technology: extending the unified theory of acceptance and use of technology","volume":"36","year":"2012","journal-title":"MIS Quarterly"},{"issue":"3","key":"key2024012915083316400_ref080","doi-asserted-by":"publisher","first-page":"390","DOI":"10.1075\/is.17.3.04vla","article-title":"The effects of exposure to different social robots on attitudes toward preferences","volume":"17","year":"2016","journal-title":"Interaction Studies"},{"key":"key2024012915083316400_ref081","doi-asserted-by":"publisher","first-page":"321","DOI":"10.1016\/j.jbusres.2020.06.061","article-title":"The road to consumer forgiveness is paved with money or apology? The roles of empathy and power in service recovery","volume":"118","year":"2020","journal-title":"Journal of Business Research"},{"key":"key2024012915083316400_ref082","doi-asserted-by":"publisher","DOI":"10.3389\/fpsyg.2022.842207","article-title":"The influence of empathy and consumer forgiveness on the service recovery effect of online shopping","volume":"13","year":"2022","journal-title":"Frontiers in Psychology"},{"issue":"5","key":"key2024012915083316400_ref083","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","year":"2018","journal-title":"Journal of Service Management"},{"issue":"4","key":"key2024012915083316400_ref084","doi-asserted-by":"publisher","first-page":"619","DOI":"10.3233\/hsm-201057","article-title":"Effects of social attachment on social media continuous usage intention: the mediating role of affective commitment","volume":"40","year":"2021","journal-title":"Human Systems Management"},{"key":"key2024012915083316400_ref085","doi-asserted-by":"publisher","DOI":"10.3389\/fpsyg.2021.757777","article-title":"Development and validity Test of social attachment multidimensional scale","volume":"12","year":"2022","journal-title":"Frontiers in Psychology"},{"key":"key2024012915083316400_ref086","doi-asserted-by":"publisher","DOI":"10.3389\/fpsyg.2021.720880","article-title":"Understanding the mechanism of social attachment role in social media: a qualitative analysis","volume":"12","year":"2021","journal-title":"Frontiers in Psychology"},{"issue":"2","key":"key2024012915083316400_ref087","doi-asserted-by":"publisher","first-page":"123","DOI":"10.1037\/apl0000264","article-title":"More is less: learning but not relaxing buffers deviance under job stressors","volume":"103","year":"2017","journal-title":"Journal of Applied Psychology"}],"container-title":["Industrial Management &amp; Data Systems"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/IMDS-08-2023-0538\/full\/xml","content-type":"application\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/IMDS-08-2023-0538\/full\/html","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,7,24]],"date-time":"2025-07-24T21:53:13Z","timestamp":1753393993000},"score":1,"resource":{"primary":{"URL":"http:\/\/www.emerald.com\/imds\/article\/124\/2\/612-639\/1224761"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2023,12,5]]},"references-count":82,"journal-issue":{"issue":"2","published-online":{"date-parts":[[2023,12,5]]},"published-print":{"date-parts":[[2024,1,30]]}},"alternative-id":["10.1108\/IMDS-08-2023-0538"],"URL":"https:\/\/doi.org\/10.1108\/imds-08-2023-0538","relation":{},"ISSN":["0263-5577"],"issn-type":[{"value":"0263-5577","type":"print"}],"subject":[],"published":{"date-parts":[[2023,12,5]]}}}