Skip to main content
Disciplines
Automotive Business IT + Informatics Construction + Real Estate Electrical Engineering + Electronics Energy + Sustainability Insurance + Risk Finance + Banking Management + Leadership Marketing + Sales Mechanical Engineering + Materials
Events
DE
EN
Books
Journals
Topic Page
Marketing
Start single access now
Access for companies
EXTENDED SEARCH
Log in
Top
Published in:
Analysis of Factors Influencing the Adoption of Artificial Intelligence for Crime Management Read chapter Read first chapter

2020 | OriginalPaper | Chapter

Psychological Determinants of Consumer’s Usage, Satisfaction, and Word-of-Mouth Recommendations Toward Smart Voice Assistants

Authors : Anubhav Mishra, Anuja Shukla

Published in: Re-imagining Diffusion and Adoption of Information Technology and Systems: A Continuing Conversation

Publisher: Springer International Publishing

Log in

Activate our intelligent search to find suitable subject content or patents.

search-config
loading …

Abstract

AI-based voice assistant (VA) technologies are facing an unprecedented growth. VA are available as a standalone device like Amazon Echo dot or Google home and also as an extension such as Google maps and OK Google. Extant research has mostly focused on the device specific characteristics to explain the adoption of VA. In this research, we take a different approach and examine the psychological determinants of VA adoption. We look at how factors such as playfulness, escapism, anthropomorphism, and visual appeal of VA influence the attitudes (hedonic and utilitarian) of consumers. Moreover, we also examine the effects of psychological characteristics of VA on usage intentions and satisfaction, which lead to a favorable word-of-mouth (WOM) behavior that is critical for adoption of a technology. Using a structural equation modeling approach, our results suggest that psychological factors have a significant positive influence on both attitudes. Hedonic attitude further influences satisfaction and utilitarian attitude positively impacts usage and satisfaction, which have a positive association with WOM. Our research offers useful insights to marketers to increase the VA adoption and makes contributions to the literature.

Dont have a licence yet? Then find out more about our products and how to get one now:

Springer Professional "Wirtschaft+Technik"

Online-Abonnement

Mit Springer Professional "Wirtschaft+Technik" erhalten Sie Zugriff auf:

  • über 102.000 Bücher
  • über 537 Zeitschriften

aus folgenden Fachgebieten:

  • Automobil + Motoren
  • Bauwesen + Immobilien
  • Business IT + Informatik
  • Elektrotechnik + Elektronik
  • Energie + Nachhaltigkeit
  • Finance + Banking
  • Management + Führung
  • Marketing + Vertrieb
  • Maschinenbau + Werkstoffe
  • Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

inform now

Springer Professional "Technik"

Online-Abonnement

Mit Springer Professional "Technik" erhalten Sie Zugriff auf:

  • über 67.000 Bücher
  • über 390 Zeitschriften

aus folgenden Fachgebieten:

  • Automobil + Motoren
  • Bauwesen + Immobilien
  • Business IT + Informatik
  • Elektrotechnik + Elektronik
  • Energie + Nachhaltigkeit
  • Maschinenbau + Werkstoffe




 

Jetzt Wissensvorsprung sichern!

inform now

Springer Professional "Wirtschaft"

Online-Abonnement

Mit Springer Professional "Wirtschaft" erhalten Sie Zugriff auf:

  • über 67.000 Bücher
  • über 340 Zeitschriften

aus folgenden Fachgebieten:

  • Bauwesen + Immobilien
  • Business IT + Informatik
  • Finance + Banking
  • Management + Führung
  • Marketing + Vertrieb
  • Versicherung + Risiko




Jetzt Wissensvorsprung sichern!

inform now
previous chapter Pandemic Pandemonium and Remote Working: An Investigation of Determinants and Their Contextual Behavior in Virtualization of Work-From-Home (WFH) Process
next chapter Antecedents to Continuance Intention to Use eGovernment Services in India
Literature
Alalwan, A.A., Dwivedi, Y.K., Rana, N.P.: Factors influencing adoption of mobile banking by Jordanian bank customers: extending UTAUT2 with trust. Int. J. Inf. Manag. 37(3), 99–110 (2017)CrossRef
Aggarwal, P., McGill, A.L.: When brands seem human, do humans act like brands? Automatic behavioral priming effects and brand anthropomorphism. J. Consum. Res. 39(2), 307–323 (2011)CrossRef
Alter, S.: Making sense of smartness in the context of smart devices and smart systems. Inf. Syst. Front. 22, 1–13 (2019)
Chen, M.-L., Wang, H.-C.: How personal experience and technical knowledge affect using conversational agents. In: IUI 2018 Companion Proceedings of the 23rd International Conference on Intelligent User Interfaces Companion, Article 53. ACM, New York (2018)
Cho, J.: Mental models and home virtual assistants (HVAs). In: Regan, M., Mark, H. (eds.) CHI EA 2018 Extended Abstracts of the 2018 CHI Conference on Human Factors in Computing Systems, Paper No. SRC05. ACM, New York (2018)
Chung, M., Ko, E., Joung, H., Kim, S.J.: Chatbot e-service and customer satisfaction regarding luxury brands. J. Bus. Res. 117, 587–595 (2018)CrossRef
Cook, D., Das, S.K.: Smart Environments: Technology, Protocols, and Applications, vol. 43. Wiley (2004)
Cowan, B.R., et al.: ‘What can i help you with?’: Infrequent users’ experiences of intelligent personal assistants. In: Jones, M., Tscheligi, M. (eds.) MobileHCI 2017 Proceedings of the 19th International Conference on Human-Computer Interaction with Mobile Devices and Services, Article Number 43. ACM, New York (2017)
Demirkan, H., Spohrer, J.: Developing a framework to improve virtual shopping in digital malls with intelligent self-service systems. J. Retail. Consum. Serv. 21(5), 860–868 (2014)CrossRef
Dwivedi, Y.K., Rana, N.P., Jeyaraj, A., Clement, M., Williams, M.D.L.: Re-examining the unified theory of acceptance and use of technology (UTAUT): towards a revised theoretical model. Inf. Syst. Front. 21(3), 719–734 (2019)CrossRef
Ehret, M., Wirtz, J.: Unlocking value from machines: business models and the industrial Internet of Things. J. Mark. Manag. 33(1–2), 111–130 (2017)CrossRef
Foehr, J., Germelmann, C.C.: Alexa, can I trust you? Exploring consumer paths to trust in smart voice-interaction technologies. J. Assoc. Consum. Res. 5(2), 181–205 (2020)CrossRef
Hair Jr., J.F., Hult, G.T.M., Ringle, C., Sarstedt, M.: A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM). Sage Publications, Newcastle upon Tyne (2016)MATH
Hughes, L., Dwivedi, Y.K., Misra, S.K., Rana, N.P., Raghavan, V., Akella, V.: Block-chain research, practice and policy: applications, benefits, limitations, emerging research themes and research agenda. Int. J. Inf. Manag. 49, 114–129 (2019)CrossRef
Jarek, K., Mazurek, G.: Marketing and artificial intelligence. Cent. Eur. Bus. Rev. 8(2), 46–55 (2019)CrossRef
Kendall, L., Chaudhuri, B., Bhalla, A.: Understanding technology as situated practice: everyday use of voice user interfaces among diverse groups of users in urban India. Inf. Syst. Front. 22, 1–21 (2020)CrossRef
Kiseleva, J., et al.: Understanding user satisfaction with intelligent assistants. In: Kelly, D., Capra, R. (eds.) CHIIR 2016 Proceedings of the 2016 ACM on Conference on Human Information Interaction and Retrieval, pp. 121–30. ACM, New York (2016)
Knote, R., Janson, A., Eigenbrod, L., Söllner, M.: The what and how of smart personal assistants: principles and application domains for IS research (2018)
Kumar, R.S., Dash, S., Malhotra, N.K.: The impact of marketing activities on service brand equity. Eur. J. Mark. 52, 596–618 (2018)CrossRef
Letaifa, S.B.: How to strategize smart cities: revealing the SMART model. J. Bus. Res. 68(7), 1414–1419 (2015)CrossRef
Li, J., Lee, Y.Y.: Multimodal interaction and believability: how can we design and evaluate the next generation of IPA? In: Hall, L.E., Flint, T., O’Hara, S., Turner, P. (eds.) Proceedings of the 31st International BCS Human Computer Interaction Conference (HCI 2017), Sunderland (2017). https://​dblp.​org/​db/​conf/​bcshci/​bcshci2017
Lopatovska, I., Williams, H.: Personification of the Amazon Alexa: BFF or a mindless companion. In: Shah, C., Belkin, N.J., Byström, K., Huang, J., Scholer, F. (eds.) Proceedings of the 2018 Conference on Human Information Interaction and Retrieval, pp. 265–68. ACM, New York (2018)
Luger, E., Sellen, A.: “Like having a really bad PA” the gulf between user expectation and experience of conversational agents. In: Proceedings of the 2016 CHI Conference on Human Factors in Computing Systems, pp. 5286–5297, May 2016
Manikonda, L., De Choudhury, M.: Modeling and understanding visual attributes of mental health disclosures in social media. In: Proceedings of the 2017 CHI Conference on Human Factors in Computing Systems, pp. 170–181 (2017)
Mavrommati, I., John, D.: An overview of AMI from a user centered design perspective. In: IET Proceedings of IE 2006, Athens (2006)
Myers, C., Furqan, A., Nebolsky, J., Caro, K., Zhu, J.: Patterns for how users overcame obstacles in voice user interfaces. In: Regan, M., Mark, H. (eds.) CHI 2018 Proceedings of the 2018 CHI Conference on Human Factors in Computing Systems, Paper Number 6. ACM, New York (2018)
Mishra, A., Maheswarappa, S.S., Maity, M., Samu, S.: Adolescent’s eWOM intentions: an investigation into the roles of peers, the Internet and gender. J. Bus. Res. 86, 394–405 (2018)CrossRef
Neuhofer, B., Buhalis, D., Ladkin, A.: Smart technologies for personalized experiences: a case study in the hospitality domain. Electron. Mark. 25(3), 243–254 (2015)CrossRef
Pantano, E., Naccarato, G.: Entertainment in retailing: the influences of advanced technologies. J. Retail. Consum. Serv. 17(3), 200–204 (2010)CrossRef
Phan, T.: Amazon echo and the aesthetics of whiteness, catalyst: feminism. Theory Technosci. 5(1), 1–38 (2018)
Porcheron, M., Fischer, J.E., Sharples, S.: “Do animals have accents?” Talking with agents in multi-party conversation. In: Proceedings of the 2017 ACM Conference on Computer Supported Cooperative Work and Social Computing, pp. 207–219, February 2017
Roy, S.K., Balaji, M.S., Sadeque, S., Nguyen, B., Melewar, T.C.: Constituents and consequences of smart customer experience in retailing. Technol. Forecast. Soc. Change 124, 257–270 (2017)CrossRef
Santos, J., Rodrigues, J.J.P.C., Casal, J., Saleem, K., Denisov, V.: Intelligent personal assistants based on Internet of Things approaches. IEEE Syst. J. 12(2), 1793–1802 (2018)CrossRef
Verhoef, P.C., et al.: Consumer connectivity in a complex, technology-enabled, and mobile-oriented world with smart products. J. Interact. Mark. 40, 1–8 (2017)CrossRef
Vyturina, A., Savenkov, D., Agichtein, E., Clarke, C.L.A.: Exploring conversational search with humans, assistants, and wizards. In: CHI EA 2017 Proceedings of the 2017 CHI Conference Extended Abstracts on Human Factors in Computing Systems, pp. 2187–2193. ACM, New York (2017)
Woodall, T., Julie, R., John, H.: Proposal, project, practice, pause: developing a framework for evaluating smart domestic product engagement. AMS Rev. 8(1–2), 58–74 (2018)CrossRef
Metadata
Title
Psychological Determinants of Consumer’s Usage, Satisfaction, and Word-of-Mouth Recommendations Toward Smart Voice Assistants
Authors
Anubhav Mishra
Anuja Shukla
Copyright Year
2020
Book
Re-imagining Diffusion and Adoption of Information Technology and Systems: A Continuing Conversation

Print ISBN: 978-3-030-64848-0

Electronic ISBN: 978-3-030-64849-7

Copyright Year: 2020

DOI
https://doi.org/10.1007/978-3-030-64849-7_24

Premium Partner

    Image Credits