Kate Letheren
| Contact category | Researcher |
|---|---|
| Job title | Associate Professor |
| Research institute | Peter Faber Business School |
| Faculty of Law and Business |
Research outputs
ChatGPT and service : opportunities, challenges, and research directions
Sigala, Marianna, Ooi, Keng-Boon, Tan, Garry Wei-Han, Aw, Eugene Cheng-Xi, Cham, Tat-Huei, Dwivedi, Yogesh K., Kunz, Werner H., Letheren, Kate, Mishra, Anubhav, Russell-Bennett, Rebekah and Wirtz, Jochen. (2024). ChatGPT and service : opportunities, challenges, and research directions. Journal of Service Theory and Practice. 34(5), pp. 726-737. https://doi.org/10.1108/JSTP-11-2023-0292Journal article
Avoiding excessive AI service agent anthropomorphism : Examining its role in delivering bad news
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-04-2023-0118Journal article
Mapping the deepfake landscape for innovation: A multidisciplinary systematic review and future research agenda
Whittaker, Lucas, Mulcahy, Rory Francis, Letheren, Kate, Kietzmann, Jan and Russell-Bennett, Rebekah. (2023). Mapping the deepfake landscape for innovation: A multidisciplinary systematic review and future research agenda. Technovation. 125, pp. 1-17. https://doi.org/10.1016/j.technovation.2023.102784Journal article
The Robotic-Human Service Trilemma : the challenges for well-being within the human service triad
Phillips, Chelsea, Russell–Bennett, Rebekah, Odekerken-Schröder, Gaby, Mahr, Dominik and Letheren, Kate. (2023). The Robotic-Human Service Trilemma : the challenges for well-being within the human service triad. Journal of Service Management. 34(4), pp. 770-805. https://doi.org/10.1108/JOSM-03-2022-0091Journal article
The 5R guidelines for a strengths-based approach to co-design with customers experiencing vulnerability
Russell-Bennett, Rebekah, Kelly, Nick, Letheren, Kate and Chell, Kathleen. (2023). The 5R guidelines for a strengths-based approach to co-design with customers experiencing vulnerability. International Journal of Market Research. 65(2-3), pp. 167-182. https://doi.org/10.1177/14707853231151605Journal article
Brace yourself! Why managers should adopt a synthetic media incident response playbook in an age of falsity and synthetic media
Whittaker, Lucas, Kietzmann, Jan, Letheren, Kate, Mulcahy, Rory and Russell-Bennett, Rebekah. (2023). Brace yourself! Why managers should adopt a synthetic media incident response playbook in an age of falsity and synthetic media. Business Horizons. 66(2), pp. 277-290. https://doi.org/10.1016/j.bushor.2022.07.004Journal article
A strengths-based approach to eliciting deep insights from social marketing customers experiencing vulnerability
Raciti, Maria M., Russell-Bennett, Rebekah and Letheren, Kate. (2022). A strengths-based approach to eliciting deep insights from social marketing customers experiencing vulnerability. Journal of Marketing Management. 38(11-12), pp. 1137-1177. https://doi.org/10.1080/0267257X.2022.2092196Journal article
The effects of gender, age, and videogame experience on performance and experiences with a surgical robotic arm : an exploratory study with general public
Türkay, Selen, Letheren, Kate, Crawford, Ross, Roberts, Jonathan and Jaiprakash, Anjali Tumkur. (2022). The effects of gender, age, and videogame experience on performance and experiences with a surgical robotic arm : an exploratory study with general public. Journal of Robotic Surgery. 16(3), pp. 621-629. https://doi.org/10.1007/s11701-021-01287-4Journal article
Reducing deviant consumer behaviour with service robot guardians
Dootson, Paula, Greer, Dominique A., Letheren, Kate and Daunt, Kate L.. (2023). Reducing deviant consumer behaviour with service robot guardians. Journal of Services Marketing. 37(3), pp. 276-286. https://doi.org/10.1108/JSM-11-2021-0400Journal article
I'm no expert, but … ? Consumer use of supportive digital tools in health services
Bocking, Helen, Russell-Bennett, Rebekah and Letheren, Kate. (2022). I'm no expert, but … ? Consumer use of supportive digital tools in health services. Journal of Service Theory and Practice. 32(2), pp. 105-131. https://doi.org/10.1108/JSTP-09-2020-0225Journal article
Robots should be seen and not heard…sometimes : Anthropomorphism and AI service robot interactions
Letheren, Kate, Jetten, Jolanda, Roberts, Jonathan and Donovan, Jared. (2021). Robots should be seen and not heard…sometimes : Anthropomorphism and AI service robot interactions. Psychology and Marketing. 38(12), pp. 2393-2406. https://doi.org/10.1002/mar.21575Journal article
The rise of deepfakes : A conceptual framework and research agenda for marketing
Whittaker, Lucas, Letheren, Kate and Mulcahy, Rory. (2021). The rise of deepfakes : A conceptual framework and research agenda for marketing. Australasian Marketing Journal. 29(3), pp. 204-214. https://doi.org/10.1177/1839334921999479Journal article
The evolution is now : Service robots, behavioral bias and emotions
Letheren, Kate, Russell-Bennett, Rebekah, Whittaker, Lucas, Whyte, Stephen and Dulleck, Uwe. (2020). The evolution is now : Service robots, behavioral bias and emotions. In In Härtel, Charmine E. J., Zerbe, Wilfred J. and Ashkanasy, Neal M. (Ed.). Emotions and Service in the Digital Age pp. 27 Emerald Group Publishing Limited. https://doi.org/10.1108/S1746-979120200000016005Book chapter
Exploring the resources associated with consumer vulnerability : Designing nuanced retail hardship programs
Glavas, Charmaine, Letheren, Kate, Russell-Bennett, Rebekah, McAndrew, Ryan and Bedggood, Rowan E.. (2020). Exploring the resources associated with consumer vulnerability : Designing nuanced retail hardship programs. Journal of Retailing and Consumer Services. 57, pp. 1-11. https://doi.org/10.1016/j.jretconser.2020.102212Journal article
The transformative service paradox : The dilemma of wellbeing trade-offs
Russell-Bennett, Rebekah, Mulcahy, Rory, Letheren, Kate, McAndrew, Ryan and Dulleck, Uwe. (2020). The transformative service paradox : The dilemma of wellbeing trade-offs. Journal of Service Management. 31(4), pp. 637-663. https://doi.org/10.1108/JOSM-10-2019-0324Journal article
Before crisis : How near-miss affects organizational trust and industry transference in emerging industries
Mehta, Amisha M., Tam, Lisa, Greer, Dominique A. and Letheren, Kate. (2020). Before crisis : How near-miss affects organizational trust and industry transference in emerging industries. Public Relations Review. 46(2), pp. 1-7. https://doi.org/10.1016/j.pubrev.2020.101886Journal article
Are households ready to engage with smart home technology?
Mulcahy, Rory, Letheren, Kate, McAndrew, Ryan, Glavas, Charmaine and Russell-Bennett, Rebekah. (2019). Are households ready to engage with smart home technology? Journal of Marketing Management. 35(15-16), pp. 1370-1400. https://doi.org/10.1080/0267257X.2019.1680568Journal article
Rules of (household) engagement : Technology as manager, assistant and intern
Letheren, Kate, Russell-Bennett, Rebekah, Mulcahy, Rory Francis and McAndrew, Ryan. (2019). Rules of (household) engagement : Technology as manager, assistant and intern. European Journal of Marketing. 53(9), pp. 1934-1961. https://doi.org/10.1108/EJM-10-2017-0759Journal article
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