References
- Arikan, E., Altinigne, N., Kuzgun, E., & Okan, M. (2023). May robots be held responsible for service failure and recovery? The role of robot service provider agents’ human-likeness. Journal of Retailing and Consumer Services, 70, 103175. https://doi.org/10.1016/j.jretconser.2022.103175
- Aron, A., & Westbay, L. (1996). Dimensions of the prototype of love. Journal of Personality and Social Psychology, 70, 535–551. https://doi.org/10.1037/0022-3514.70.3.535
- Ashfaq, M., Yun, J., Yu, S. B., & Loureiro, S. M. C. I. (2020). Chatbot: Modeling the determinants of users’ satisfaction and continuance intention of AI-powered service agents. Telematics and Informatics, 54, 101473. https://doi.org/10.1016/j.tele.2020.101473
- Barbul, M., Bojescu I., & Niculescu, M. (2024). Exploring generational differences in attitudes toward human-like robots. Analele Universității din Oradea. Seria Științe Economice TOM XXXIII, 2, 295-306.
- Beer, J. M., Prakash, A., Mitzner, T. L., & Rogers, W. A. (2011). Understanding robot acceptance. Human Factors and Aging Laboratory, School of Psychology, Georgia Institute of Technology, Technical Report HFA-TR-1103.
- Breazeal, C. (2002). Designing Sociable Robots. MIT Press.
- Burton, J. (2023). Algorithmic extremism? The securitization of artificial intelligence (AI) and its impact on radicalism, polarization and political violence. Technology in Society, 75, 102262. https://doi.org/10.1016/j.techsoc.2023.102262
- Carey, J. (1989). Interactive media. In E. Barnouw (Ed.), International Encyclopedia of Communications (pp. 328–330). Oxford University Press.
- Chan, T., Chan, I. C. C., Lam, L. W., & Law, R. (2025). Riding on uncertainty: Leveraging human agents and service robots during service delivery. Journal of Service Research, 23(4), 456-472. https://doi.org/10.1016/j.ijhm.2024.104000
- Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319–340.
- De Ruyter, B., Saini, P., Markopoulos, P., & Van Breemen, A. (2005). Assessing the effects of building social intelligence in a robotic interface for the home. Interacting with Computers, 17(5), 522–541.
- Ding, Y., & Najaf, M. (2024). Interactivity, Humanness, and Trust: A Psychological Approach to AI Chatbot Adoption in E-Commerce. BMC Psychology, 12, 595. https://doi.org/10.1186/s40359-024-02083-z
- Fehr, B., & Russell, J. A. (1991). The concept of love viewed from a prototype perspective. Journal of Personality and Social Psychology, 60, 425–438. https://doi.org/10.1037/0022-3514.60.3.425
- Fong, T. W., Nourbakhsh, I., & Dautenhahn, I. K. (2003). A Survey of Socially Interactive Robots: Concepts, Design, and Applications. Robotics and Autonomous Systems, 42(3–4), 142–166.
- Gefen, D., Karahanna, E., & Straub, D. W. (2003). Trust and TAM in online shopping: An integrated model. MIS Quarterly, 27(1), 51–90.
- Gomes, S., Lopes, J. M. & Nogueira, E. (2025). Anthropomorphism in artificial intelligence: a game-changer for brand marketing. Future Business Journal, 11(1), 1-15. https://doi.org/10.1186/s43093-025-00423-y
- Gong, T. (2025). Bridging the gap: Exploring the nexus of service robot personalization, customer identification, and citizenship behaviours. Journal of Retailing and Consumer Services, 82, 104105. https://doi.org/10.1016/j.jretconser.2024.104105
- Gu, C., Zhang, Y., & Zeng, L. (2024). Exploring the mechanism of sustained consumer trust in AI chatbots after service failures: A perspective based on attribution and CASA theories. Humanities and Social Sciences Communications, 11. https://doi.org/10.1057/s41599-024-03879-5
- Gursoy, D., Chi, O. H., Lu, L., & Nunkoo, R. (2019). Consumer’s acceptance of artificially intelligent (AI) device use in service delivery. International Journal of Information Management, 49, 157-169. https://doi.org/10.1016/j.ijinfomgt.2019.03.008
- He, Y., Yang, L., & Tang, Y. (2025). Preference for assistance from service robots or human staff: The impact of social exclusion experience. International Journal of Hospitality Management, 125, 102-113. https://doi.org/10.1016/j.ijhm.2024.104018
- Heerink, N., Kröse, B. J. A., Wielinga, B. J., & Evers, V. (2008). Enjoyment, continuous usage and actual use of a conversational robot by elderly people. In Proceedings of the Third ACM/IEEE International Conference on Human-Robot Interaction (pp. 113–120).
- Hegel, F., Muhl, C., Wrede, B., Hielscher-Fastabend, M., & Sagerer, G. (2009). Understanding social robots. In 2009 Second International Conference on Advances in Computer-Human Interactions (pp. 169–174).
- Horakova, J., Uusitalo, U., Munnukka, J., & Jokinen, O. (2022). Does the digitalization of retailing disrupt consumers’ attachment to retail places?. Journal of Retailing and Consumer Services, 67, 102958. https://doi.org/10.1016/j.jretconser.2022.102958
- Hsieh, S. H., & Lee, C. T. (2021). Hey Alexa: Examining the effect of perceived socialness in usage intentions of AI assistant-enabled smart speaker. Journal of Research in Interactive Marketing, 15(2), 267–294. https://doi.org/10.1108/JRIM-11-2019-0179
- Jacucci, G., Spagnolli, A., Freeman, J., & Gamberini, L. (2014). Symbiotic interaction: A critical definition and comparison to other human-computer paradigms. In G. Jacucci, L. Gamberini, J. Freeman, & A. Spagnolli (Eds.), Symbiotic Interaction: Third International Workshop, Symbiotic 2014, Helsinki, Finland, October 30–31, 2014, Proceedings (pp. 3–20). Springer International Publishing, https://doi.org/10.1007/978-3-319-13500-7_1
- Johnson, D. O., Cuijpers, R. H., Juola, J. F., Torta, E., Simonov, M., Frisiello, A., Bazzani, M., Yan, W., Weber, C., Wermter, S., Meins, N., Oberzaucher, J., Panek, P., Edelmayer, G., Mayer, P., & Beck, C. (2014). Socially assistive robots: a comprehensive approach to extending independent living. International Journal of Social Robotics, 6, 195–211. https://doi.org/10.1007/s12369-013-0217-8
- Ki (Chloe), C. W., Cho, E. & Lee, J. E. (2020). Can an intelligent personal assistant (IPA) be your friend? Para-friendship development mechanism between IPAs and their users. Computers in Human Behaviour, 111, 1-10. https://doi.org/10.1016/j.chb.2020.106412
- Kim, J., Kang, S. & Bae, J., (2022). Human likeness and attachment effect on the perceived interactivity of AI speakers. Journal of Business Research, 144, 797–804. https://doi.org/10.1016/j.jbusres.2022.02.047
- Kim, S., & Baek, T. H. (2018). Examining the antecedents and consequences of mobile app Engagement. Telematics and Informatics, 35, 148-158. https://doi.org/10.1016/j.tele.2017.10.008
- Kwak, S. S., Kim, Y., Kim, E., Shin, C., & Cho, K. (2013). What makes people empathize with an emotional robot? The impact of agency and physical embodiment on human empathy for a robot. In 2013 IEEE RO-MAN: The 22nd IEEE International Symposium on Robot and Human Interactive Communication (pp. 180–185). IEEE.
- Lee, S., & Oh, H. (2025). Service task compatibility for human staff vs. service robots: Roles of product type and brand level. Journal of Business Research, 124, 342-354. https://doi.org/10.1016/j.ijhm.2024.103952
- Lessiter, J., Freeman, J., Miotto, A., & Ferrari, E. (2014). Ghosts in the machines: Towards a taxonomy of human-computer interaction. In G. Jacucci, L. Gamberini, J. Freeman, & A. Spagnolli (Eds.), Symbiotic interaction: Third international workshop, Symbiotic 2014, Helsinki, Finland, October 30–31, 2014, Proceedings (pp. 21–31). Springer International Publishing. https://doi.org/10.1007/978-3-319-13500-7_2
- Liu, X. S., & Hancock, J. (2024). Social robots are good for me, but better for other people: The presumed allo-enhancement effect of social robot perceptions. Computers in Human Behavior: Artificial Humans, 2(2), 100079. https://doi.org/10.1016/j.chbah.2024.100079
- Liu, Y., & Shrum, L. J. (2002). What is interactivity and is it always such a good thing? Implications of definition, person, and situation for the influence of interactivity on advertising effectiveness. Journal of Advertising, 31(4), 53–64. https://doi.org/10.1080/00913367.2002.10673685
- Lu, L., Cai, R., & Gursoy, D. (2019). Developing and validating a service robot integration willingness scale. International Journal of Hospitality Management, 80, 36–51. https://doi.org/10.1016/j.ijhm.2019.01.005
- Lu, L., Zhang, P., & Zhang, T. (2021). Leveraging “human-likeness” of robotic service at restaurants. International Journal of Hospitality Management, 94, Article 102823. https://doi.org/10.1016/j.ijhm.2020.102823
- Martelaro, N., Nneji, V. C., Ju, W., & Hinds, P. (2016). Tell me more: Designing HRI to encourage more trust, disclosure, and companionship. In Proceedings of the 11th ACM/IEEE International Conference on Human-Robot Interaction (pp. 181–188). IEEE. https://doi.org/10.1109/HRI.2016.7451750
- Massey, B. L., & Levy, M. R. (1999). Interactivity, online journalism, and English language web newspapers in Asia. Journal of Mass Communication Quarterly, 76(1), 138–151. https://doi.org/10.1177/107769909907600110
- McMillan, S. J. (2005). The researchers and the concept: Moving beyond a blind examination of interactivity. Journal of Interactive Advertising, 5(2), 1–4. https://doi.org/10.1080/15252019.2005.10722096
- Mende, M., Scott, M. L., van Doorn, J., Grewal, D., & Shanks, I. (2019). Service robots rising: How humanoid robots influence service experiences and elicit compensatory consumer responses. Journal of Marketing Research, 56(4), 535–556. https://doi.org/10.1177/0022243718822827
- Messer, U. (2025). How do people react to political bias in generative artificial intelligence (AI)?. Computers in Human Behavior: Artificial Humans, 3, 100108. https://doi.org/10.1016/j.chbah.2024.100108
- Nomura, T., & Kanda, T. (2016). Rapport-expectation with a robot scale. International Journal of Social Robotics, 8(1), 21–30.
- Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50. https://doi.org/10.2307/1251430
- Pelau, C., Volkmann, C., Barbul, M., & Bojescu, I. (2023). The role of attachment in improving consumer-ai interactions. Proceedings of the International Conference on Business Excellence, 17(1), 1075-1084. https://doi.org/10.2478/picbe-2023-0097
- Pelau, C., Barbul, M., Bojescu, I., & Niculescu, M. (2025). AI, How Much Shall I Tell You? Exchange and Communal Consumer–AI Relationships and the Willingness to Disclose Personal Information. Behavioral Sciences, 15(3), 386. https://doi.org/10.3390/bs15030386
- Pentina, I., Xie, T., Hancock, T., & Bailey, A. A. (2023). Consumer–machine relationships in the age of artificial intelligence: Systematic literature review and research directions. Psychology & Marketing, 40(8), 1593–1614. https://doi.org/10.1002/mar.21853
- Riegger, A.-S., Klein, J. F., Merfeld, K., & Henkel, S. (2021). Technology-enabled personalization in retail stores: Understanding drivers and barriers. Journal of Business Research, 123, 140–155. https://doi.org/10.1016/j.jbusres.2020.09.039
- Roca, J. C., Chiu, C. M., & Martinez, F. J. (2006). Understanding e-learning continuance intention: An extension of the Technology Acceptance Model. International Journal of Human-Computer Studies, 64(8), 683-696. https://doi.org/10.1016/j.ijhcs.2006.01.003
- Săniuță, A., Zbuchea, A., & Hrib, B. (2022). Innovation in the Book Market Retail. Preferences among Romanian Readers. Management Dynamics in the Knowledge Economy, 10(2), 179-209. https://doi.org/10.2478/mdke-2022-0013
- Song, S. Y., & Kim, Y.-K. (2020). Factors influencing consumers’ intention to adopt fashion robot advisors: Psychological network analysis. Clothing and Textiles Research Journal, 40(1), 3–18. https://doi.org/10.1177/0887302X20941261
- Teo, T. S. H., Srivastava, S. C., & Jiang, L. (2008). Trust and Electronic Government Success: An Empirical Study. Journal of Management Information Systems, 25(3), 99–132. https://doi.org/10.2753/MIS0742-1222250303
- Thomson, M., Macinnis, D.J. & Park, C.W. (2005). The ties that bind: Measuring the strength of consumers’ emotional attachments to brands. Journal of Consumer Psychology, 15(1), 77–91. https://doi.org/10.1207/s15327663jcp1501_10
- Venkatesh, V., & Davis, F. D. (2000). A theoretical extension of the technology acceptance model. Management Science, 46(2), 186–204. https://doi.org/10.1287/mnsc.46.2.186.11926
- Vidu, C., Zbuchea, A., Mocanu, R., & Pinzaru E. (2020). Artificial intelligence and the ethical use of knowledge. In Strategica. Preparing for Tomorrow, Today (pp. 773-784). Tritonic.