Do salespeople’s online profile pictures predict the number of online reviews? Effect of a babyface

Yim, Alexis; Price, Bradley S.; Agnihotri, Raj; Cui, Annie Peng

doi:10.1108/ejm-03-2022-0173

Cited by 6 publications

(8 citation statements)

References 124 publications

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“…Previous studies on cuteness have shown that the effects of cuteness can be moderated by a person's trait (Wang et al , 2017), gender (Li and Yan, 2021) and service types (Yim et al , 2022). Future research could explore different moderators, such as specific AI assistants or product categories, that might affect the cuteness effects on trustworthiness and attachment in the AI context.…”

Section: Discussionmentioning

confidence: 99%

The role of cuteness on consumer attachment to artificial intelligence agents

Yim

Cui

Walsh

2023

JRIM

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PurposeThis paper identifies the effects of different dimensions of the cuteness (i.e. baby schema cuteness and whimsical cuteness) of artificial intelligence (AI) agents on attachment to them. In addition, the current paper examines the consequences of the attachment to AI agents.Design/methodology/approachA pretest to validate the measurement scale for the attachment to AI agents and a survey study were conducted with AI agent users. The authors used structural equation modeling to analyze the data for hypothesis testing.FindingsThe baby schema and whimsical cuteness of AI agents drive consumers to develop stronger attachments to their AI agents. This is because consumers perceive cute AI agents as being more trustworthy. As a result, consumers who feel attached to their AI agents are more inclined to report higher satisfaction and commitment levels. They are also more likely to purchase products or services recommended by their AI agents and use them more frequently.Originality/valueDespite the growing popularity of AI agents, there is a lack of understanding regarding which characteristics of AI agents affect consumer behavior. Therefore, this research examines how the attribute of cuteness influences consumers' attachment to AI agents and subsequently affects their satisfaction and purchase intention toward products recommended by AI agents. Our study demonstrates that the element of cuteness in AI agents plays a crucial role in shaping perceptions of benevolence trustworthiness, as well as fostering users' attachment to AI agents. Furthermore, we observe positive consumer behaviors as a result of their attachment to AI agents. The findings from this study provide valuable insights for practitioners on how to effectively utilize cuteness in AI agents.

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Section: Discussionmentioning

confidence: 99%

The role of cuteness on consumer attachment to artificial intelligence agents

Yim

Cui

Walsh

2023

JRIM

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“…In the fourth article, Yim et al (2022) examine the relationship between the extent to which salespeople have a babyface in their profile pictures and the number of online reviews they receive, also looking at important boundary conditions such as consumer involvement and salesperson gender. Using an experimental design and field data from online profile pictures of real estate agents combined with an application interface of facial recognition based on artificial intelligence, the authors find that salespeople with a babyface get fewer (more) online reviews in high-involvement (low-involvement) service settings, but that the negative effect of a babyface on the number of online reviews is less (more) severe among female (male) salespeople.…”

Section: Special Issue Articlesmentioning

confidence: 99%

“…As evidenced from the articles included in this special issue, field studies can be conducted in a wide range of shopping environments, capturing multiple key customer outcomes, including but not restricted to customer switching (de Mesquita et al , 2023), customers’ purchase likelihood and the amount of money spent in a store (Otterbring et al , 2022), clickthrough rates of online ads (Isojärvi and Aspara, 2023) and the number of online reviews written by customers (Yim et al , 2022). Moreover, such field-based investigations are not restricted to traditional physical commercial settings but can be effectively run in a variety of digitally enabled environments.…”

Section: Concluding Remarks and Study Checklistmentioning

confidence: 99%

Guest editorial: Favoring fieldwork makes marketing more meaningful

Otterbring

Viglia

Laura

et al. 2023

EJM

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“…Studies show that a more mature physical interface can lead the consumers to purchase high involvement services to the detriment of low involvement services. The physical appearance is shown as an important characteristic in how a consumer examines the authority or knowledge of its discussion partner (Yim, 2022).…”

Section: Gender Characteristics At Ai and Robotsmentioning

confidence: 99%

Factors Predicting Consumer-AI Interactions

Pop,

Pelau,

Ciofu

et al. 2023

New Trends in Sustainable Business and Consumption

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The involvement of Artificial intelligence (AI) in the everyday life of consumers has important implications on the way consumer and AI interact. AI and robots can have different roles in the interaction with consumers, from simple transactional exchange relationships to more complex empathetic ones. The present research focuses in finding the constructs that affect these consumer-AI relationships, by analyzing acceptance, trust, interaction quality, empathy, attachment, anthropomorphism, self-disclosing behavior, loyalty. Based on literature review, we focused on pointing out the factors that predict and affect consumerAI interactions. In the first part of the paper the role of trust was analyzed, while in the last part we focused in defining the way in which attachment and gender characteristics affect the relationship between consumer and AI. Our research shows that there are different types of relationships depending on the context, depending on trust, attachment, empathy, loyalty and gender characteristics. These results have important implications in the way robots and AI will be integrated in the shopping experience of consumer. Depending on the closeness of the relationship between consumer-AI, there will be different activities and roles that the AI will take over. For this reason, it is important to understand all facets of this relationship in order to implement it in an optimal way.

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Do salespeople’s online profile pictures predict the number of online reviews? Effect of a babyface

Cited by 6 publications

References 124 publications

The role of cuteness on consumer attachment to artificial intelligence agents

The role of cuteness on consumer attachment to artificial intelligence agents

Guest editorial: Favoring fieldwork makes marketing more meaningful

Factors Predicting Consumer-AI Interactions

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