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Sponsored Artificial Intelligence: A Modern Approach, Global Edition Artificial Intelligence: A Modern Approach, Global Edition

Author

Vivian Pontes

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Open access Aug 2026

Moral agency and status validation: the influence of service robots in preferential treatment dynamics

This study aims to examine how service agent type (human vs. robot) influences customers’ emotional responses to preferential treatment. While service robots are increasingly deployed in frontline roles, it remains unclear whether they can effectively deliver relational benefits that rely on perceived intentionalit...

Vivian Pontes, D. Goyeneche, Nicolas Pontes et al. · 0 citations
Open access Aug 2026

Hello, [Your Name]: Why Name‐Based Personalization Enhances Chatbot Effectiveness

Organizations increasingly adopt chatbots as strategic tools to engage with consumers and strengthen brand outcomes. This study explores how chatbots that use name‐based personalization in their communications can more efficiently influence consumer behavior towards the brand. Across five experimental studies, we dem...

Ji Min Lee, Vivian Pontes, S. Khan et al. · 0 citations

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