PurposeDrawing from the ancient Chinese philosopher Xunzi's insights on humanity, this study aims to address human nature's critical role in influencing and shaping consumers' shopping channel choices in the emerging artificial intelligence (AI) era and the implications for non-East Asian countries.Design/methodology/approachBased on the theory of planned behaviour and accessibility–diagnosticity theory, our approach created a holistic model conceptualising human nature, shopping orientations, channel choice intentions, subjective norms and perceived AI usefulness. A questionnaire survey method served to test the framework.FindingsThe results validated human nature's role in shaping and influencing consumers' channel choices through shopping orientation. Subjective norms weaken the positive relationship between human nature and shopping orientation, while the positive relationship between shopping orientation and online purchase intention is stronger when consumers perceived AI as highly useful.Originality/valueThis paper contributes to humanity hypotheses literature in management by introducing Xunzi's theory that views human nature as evil. Additionally, it enriches channel choice literature by introducing perceived AI usefulness.

Purpose Chatbots are increasingly used in online retail settings and are becoming a powerful tool for brands to engage customers. However, consumers’ satisfaction with these chatbots is mixed. Thus, this paper aims to investigate how using a social- versus task-oriented anthropomorphic communication style can improve customer satisfaction. Design/methodology/approach The authors explore the link between the anthropomorphic communication style use and customer perceptions/customer satisfaction in online customer service interactions. Two experiment scenarios were developed to test these links. Findings Overall, using a social-oriented communication style boosts customer satisfaction. Warmth perception of the chatbot mediates this effect, while chatbot’s anthropomorphised role (servant versus partner) moderates this effect. Originality/value This paper enriches the bilateral communication literature by extending the investigation on communication style effects to chatbot service interactions and revealing the psychological process driving the impacts. It also adds to the existing literature on chatbots as a customer service and contributes to the prominent topic examining how consumers react to artificial intelligence that is used to establish and maintain a relationship with them. Additionally, the authors also make contribution to the warmth and competence literature by demonstrating that customers can interpret social cues in chatbot service interactions mainly based on the warmth dimension. Thus, the authors further add to the growing chatbot humanness perception literature and respond to the calls for investigating more anthropomorphic design cues to enhance chatbot humanness. Finally, the authors also provide a way to help reconcile seemingly conflicting prior findings.

Purpose Considering strategic information sharing (SIS), this paper aims to develop a better understanding of how relation-specific investments (RSIs) influence cooperative innovation performance (CIP) in downstream channel relationships. This paper also examined that the moderating effect of relational trust in the indigenous practice of guanxi is especially critical in China. Design/methodology/approach Data were collected through a questionnaire in Chinese high-tech industries, with a valid response from 310 companies. A hierarchical regression analysis was used to test the conceptual model and hypotheses, combining mediation and moderation analysis. Findings Results show that the influences of specific investments vary according to the specificity dimensions examined. Specifically, human RSI influences CIP and SIS most significantly, and the impact of procedural RSI is, relatively, the weakest. Relational trust’s moderating role is confirmed, and SIS plays a partially mediating role in enhancing vertical cooperative innovation. Practical implications Managers should know clearly different roles of RSIs in inter-firm cooperative innovation and prioritize human RSI and brand RSI when investing into channels. More importantly, the findings reveal that strategy-level information sharing should be valued more. It is also recommended that relational ties are vital, especially in Chinese business context. Originality/value To the best of the authors’ knowledge, this paper is among the first few to investigate how the effects of disaggregated RSIs in inter-firm cooperative innovation vary and the importance of SIS in vertical relationships. The results provide insightful guidance for researchers and managers in how to better manage RSIs to improve CIP.

Service robots are becoming more popular as artificial intelligence technology advances. Based on the theory of mind perception, this study divides the anthropomorphism of service robots into two dimensions (competence and warmth) and discusses its impact on consumer psychology from the perspective of dual matching. First, anthropomorphism of service robots has positive effect on consumers’ attachment to robots. Second, consumer attachment to service robots increased when anthropomorphic competence and warmth were congruent. Third, consumer attachment to service robots mediated the relationship between anthropomorphic competence and warmth (in)congruence of service robots and consumer recommendation intention. Fourth, consumer paradox mindset moderated the effect of anthropomorphic competence and warmth (in)congruence of service robots on consumer attachment to service robots. These research conclusions have made important theoretical contributions and practical guidance for the research of anthropomorphic service robots and consumer attitudes.