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Assertive or submissive? : How consumers respond to different dominance patterns in smart voice-based service encounters

DOI zum Zitieren der Version auf EPub Bayreuth: https://doi.org/10.15495/EPub_UBT_00008585
URN zum Zitieren der Version auf EPub Bayreuth: urn:nbn:de:bvb:703-epub-8585-0

Titelangaben

Koch, Timo ; Föhr, Jonas ; Riefle, Lara ; Germelmann, Claas Christian:
Assertive or submissive? : How consumers respond to different dominance patterns in smart voice-based service encounters.
In: Journal of Service Management. (23 Mai 2025) .
ISSN 1757-5818
DOI der Verlagsversion: https://doi.org/10.1108/JOSM-02-2024-0081

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Abstract

Marketing research has demonstrated that consumers tend to attribute human-like roles to smart voice-interaction technologies (SVIT), such as Amazon’s Alexa. However, smart service research has largely ignored the effects of such role attributions on service evaluations. Consequently, this study explores how role attributions in service encounters with SVIT affect consumers’ service satisfaction and re-use intentions. Un-derstanding such effects aids service researchers in estimating the impact of role attributions in smart service encounters and helps marketers to design more purposeful smart services. A series of two online experiments was conducted. In Study 1, a Wizard-of-Oz approach was employed to examine the direct effect of role attribution on service satisfaction and re-use intention. Study 2 then focused on the contextual influence of personal relevance on this effect. Across all studies, consumers engaged in fictional and scripted yet biotic service encounters with SVIT. Our analyses provided support for the impact of role attributions on (voice-based) service encounters. In both Studies, we found that a service provided by a SVIT that is perceived to be submissive had a positive effect on service satisfaction. Study 2 demonstrated that this effect is robust across contexts. Building upon these findings, future research should examine whether these effects persist when the outcome of the service encounter is of high stake or if a highly personal context, such as a patient-doctor interaction, yields different results. In such cases, users may require a professional guiding hand rather than a submissive counterpart. This work introduces a role-centered perspective on smart voice-based service encounters. It empirically demonstrates that the roles consumers attribute to SVIT significantly impact service satisfaction. By shedding light on the implicit effects of SVIT in service triads (user–SVIT–provider), we explicate how marketers can prime role perceptions to enhance customer experience. The findings offer implications for empathic and customer-oriented voice-based service design that incorporates paternalistic aspects.

Weitere Angaben

Publikationsform: Artikel in einer Zeitschrift
Zusätzliche Informationen (öffentlich sichtbar): Accepted for Publication: 22-Apr-2025
Keywords: Role attribution; Smart services; Assertiveness; Submissiveness; Smart voice interaction technology; Context
Themengebiete aus DDC: 300 Sozialwissenschaften > 330 Wirtschaft
Institutionen der Universität: Fakultäten > Rechts- und Wirtschaftswissenschaftliche Fakultät > Fachgruppe Betriebswirtschaftslehre > Lehrstuhl Betriebswirtschaftslehre III - Marketing und Konsumentenverhalten > Lehrstuhl Betriebswirtschaftslehre III - Marketing und Konsumentenverhalten - Univ.-Prof. Dr. Claas Christian Germelmann
Fakultäten
Fakultäten > Rechts- und Wirtschaftswissenschaftliche Fakultät
Fakultäten > Rechts- und Wirtschaftswissenschaftliche Fakultät > Fachgruppe Betriebswirtschaftslehre
Fakultäten > Rechts- und Wirtschaftswissenschaftliche Fakultät > Fachgruppe Betriebswirtschaftslehre > Lehrstuhl Betriebswirtschaftslehre III - Marketing und Konsumentenverhalten
Sprache: Englisch
Titel an der UBT entstanden: Ja
URN: urn:nbn:de:bvb:703-epub-8585-0
Eingestellt am: 30 Sep 2025 07:05
Letzte Änderung: 30 Sep 2025 07:06
URI: https://epub.uni-bayreuth.de/id/eprint/8585

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