Avoiding excessive AI service agent anthropomorphism : Examining its role in delivering bad news
Journal article
Mulcahy, Rory Francis, Riedel, Aimee, Keating, Byron, Beatson, Amanda and Letheren, Kate. (2024). Avoiding excessive AI service agent anthropomorphism : Examining its role in delivering bad news. Journal of Service Theory and Practice. 34(1), pp. 98-126. https://doi.org/10.1108/JSTP-04-2023-0118
Authors | Mulcahy, Rory Francis, Riedel, Aimee, Keating, Byron, Beatson, Amanda and Letheren, Kate |
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Abstract | Purpose Design/methodology/approach Findings Originality/value |
Keywords | well-being; cognitive appraisal theory ; uncanny valley ; Anthropomorphism |
Year | 01 Jan 2024 |
Journal | Journal of Service Theory and Practice |
Journal citation | 34 (1), pp. 98-126 |
Publisher | Emerald Group Publishing Limited |
ISSN | 2055-6225 |
Digital Object Identifier (DOI) | https://doi.org/10.1108/JSTP-04-2023-0118 |
Web address (URL) | https://www.emerald.com/insight/content/doi/10.1108/JSTP-04-2023-0118/full/html |
Open access | Published as non-open access |
Research or scholarly | Research |
Page range | 98-126 |
Author's accepted manuscript | License File Access Level Open |
Publisher's version | License All rights reserved File Access Level Controlled |
Output status | Published |
Publication dates | |
Online | 29 Nov 2023 |
Publication process dates | |
Accepted | 28 Oct 2023 |
Deposited | 24 Sep 2024 |
Additional information | © Emerald Publishing Limited |
For author manuscript: | |
Place of publication | United Kingdom |
https://acuresearchbank.acu.edu.au/item/90yx3/avoiding-excessive-ai-service-agent-anthropomorphism-examining-its-role-in-delivering-bad-news
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Author's accepted manuscript
AM_Letheren_2023_Avoiding_excessive_AI_service_agent_anthropomorphism.pdf | |
License: CC BY-NC 4.0 | |
File access level: Open |
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Publisher's version
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