Daniel Belanche
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View article: Customer reactions to generative AI vs. real images in high-involvement and hedonic services
Customer reactions to generative AI vs. real images in high-involvement and hedonic services Open
Given the emerging opportunities of generative AI for business and marketing, many companies are wondering whether they should use images created through generative AI for commercial purposes. Prior research on hospitality communication ha…
View article: Intelligence and humanness as key drivers of service value in Generative AI chatbots
Intelligence and humanness as key drivers of service value in Generative AI chatbots Open
Automated service agents with different levels of artificial intelligence (AI) - mechanical, analytical, and emotional - are gradually replacing employees in their interactions with customers. Previous research suggests that these agents (…
View article: Automated social presence in AI: Avoiding consumer psychological tensions to improve service value
Automated social presence in AI: Avoiding consumer psychological tensions to improve service value Open
Consumers are increasingly embracing robots and AI. This has led them to suffer psychological tensions in their AI experiences (e.g., data capture, classification, delegation and social experiences). This exploratory research proposes that…
View article: The dark side of artificial intelligence in services
The dark side of artificial intelligence in services Open
Artificial intelligence (AI) initiatives, including Generative AI, are being increasingly implemented in service industries, and are having a great impact on service operations and on customers’ reactions and behaviors. Previous literature…
View article: Understanding organic food consumption in the European Union: the interaction between health and environmental consumer's goals
Understanding organic food consumption in the European Union: the interaction between health and environmental consumer's goals Open
Purpose Based on goal-directed behavior, this study explores the direct effects and the interaction between health and environmental concerns as the main drivers of organic food consumption. Consumer's economic problems are proposed as the…
View article: How implementing the UN sustainable development goals affects customers’ perceptions and loyalty
How implementing the UN sustainable development goals affects customers’ perceptions and loyalty Open
When firms work to achieve the UN Sustainable Development Goals (SDGs), they contribute to environmental protection and social and economic welfare. But what are the implications for the firms themselves, particularly in terms of potential…
View article: How Smart Should a Service Robot Be?
How Smart Should a Service Robot Be? Open
Service robots are taking over the frontline. They can possess three types of artificial intelligence (AI): mechanical, thinking, and feeling AI. Although these intelligences determine how service robots can help customers, not much is kno…
View article: Intention to use analytical artificial intelligence (AI) in services – the effect of technology readiness and awareness
Intention to use analytical artificial intelligence (AI) in services – the effect of technology readiness and awareness Open
Purpose The automation of services is rapidly growing, led by sectors such as banking and financial investment. The growing number of investments managed by artificial intelligence (AI) suggests that this technology-based service will beco…
View article: Examining the effects of robots' physical appearance, warmth, and competence in frontline services: The Humanness‐Value‐Loyalty model
Examining the effects of robots' physical appearance, warmth, and competence in frontline services: The Humanness‐Value‐Loyalty model Open
Because of continuous improvements in their underlying technologies, customers perceive frontline robots as social actors with a high level of humanness, both in appearance and behavior. Advancing from mere theoretical contributions to thi…
View article: Influencers and brands successful collaborations: A mutual reinforcement to promote products and services on social media
Influencers and brands successful collaborations: A mutual reinforcement to promote products and services on social media Open
Brands and influencers are increasingly collaborating in the development of marketing campaigns. This work analyses to what extent the collaboration of influencers with renowned brands affects the effectiveness of the message and the influ…
View article: Building influencers' credibility on Instagram: Effects on followers’ attitudes and behavioral responses toward the influencer
Building influencers' credibility on Instagram: Effects on followers’ attitudes and behavioral responses toward the influencer Open
Collaborations between influencers and brands have become increasingly popular in recent years. Previous research has mainly focused on influencer marketing as a commercial action designed to enhance followers'' perceptions and reactions t…
View article: Local place identity: A comparison between residents of rural and urban communities
Local place identity: A comparison between residents of rural and urban communities Open
This study investigates the differences in place identity between residents of rural and urban communities. Differently from previous research comparing place identity between neighborhoods or countries, our study focuses on the local comm…
View article: Frontline robots in tourism and hospitality: service enhancement or cost reduction?
Frontline robots in tourism and hospitality: service enhancement or cost reduction? Open
Robots are being implemented in many frontline services, from waiter robots in restaurants to robotic concierges in hotels. A growing number of firms in hospitality and tourism industries introduce service robots to reduce their operationa…
View article: Mobile Apps Use and WOM in the Food Delivery Sector: The Role of Planned Behavior, Perceived Security and Customer Lifestyle Compatibility
Mobile Apps Use and WOM in the Food Delivery Sector: The Role of Planned Behavior, Perceived Security and Customer Lifestyle Compatibility Open
This research examines the phenomenon of food delivery services from the mobile app user’s perspective and how consumers’ lifestyles are changing because of the convenience provided by the apps. By means of an online survey targeted at US …
View article: Robots or frontline employees? Exploring customers’ attributions of responsibility and stability after service failure or success
Robots or frontline employees? Exploring customers’ attributions of responsibility and stability after service failure or success Open
Purpose Service robots are taking over the organizational frontline. Despite a recent surge in studies on this topic, extant works are predominantly conceptual in nature. The purpose of this paper is to provide valuable empirical insights …
View article: Followers’ reactions to influencers’ Instagram posts
Followers’ reactions to influencers’ Instagram posts Open
Purpose The purpose of this study is to analyze how positive behaviors toward influencers (customer interaction) and promoted products (looking for product information) can be achieved, taking into account influencer–product fit, in a fash…
View article: Service robot implementation: a theoretical framework and research agenda
Service robot implementation: a theoretical framework and research agenda Open
Service robots and artificial intelligence promise to increase productivity and reduce costs, prompting substantial growth in sales of service robots and research dedicated to understanding their implications. Nevertheless, marketing resea…
View article: Instagram Stories versus Facebook Wall: an advertising effectiveness analysis
Instagram Stories versus Facebook Wall: an advertising effectiveness analysis Open
Purpose This paper aims to investigate advertising effectiveness in Instagram and Facebook, the two most important social media platforms. It helps to understand which should be chosen depending on the target audience of the campaign. Desi…
View article: Eight social media challenges for marketing managers
Eight social media challenges for marketing managers Open
Consumers increasingly use social media for a variety of consumption-related tasks such as complaining about a brand or sharing purchase experiences. Social media growth represents an opportunity for business based on information sharing, …
View article: The Role of Anticipated Emotions in Purchase Intentions
The Role of Anticipated Emotions in Purchase Intentions Open
Key personal inputs to decision making reside in expectations about whether a purchase or nonpurchase will make one feel better. Integrating several theoretical approaches, this research proposes a holistic framework formed by four kinds o…
View article: Why did they do it? How customers’ self-service technology introduction attributions affect the customer-provider relationship
Why did they do it? How customers’ self-service technology introduction attributions affect the customer-provider relationship Open
Purpose – Customers often think that innovations, such as self-service technologies (SSTs), are introduced by service providers to cut costs rather than extend customer service levels. The purpose of this paper is to investigate how custom…