Eliza in the uncanny valley: anthropomorphizing consumer robots increases their perceived warmth but decreases liking

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Transforming the Customer Experience through New Technologies (2020, background): “Just as IoT may be anthropomorphized to increase this type of value, so could be these technologies in human-like form (Kim, Schmitt, & Thalmann, 2019).”
Alexa, she's not human but… Unveiling the drivers of consumers' trust in voice‐based artificial intelligence (2021, background): “For example, it has been discussed that embodied AI agents (e.g., service robots) are more likely to be perceived as helpful and friendlier compared to virtual agents (e.g., voice ‐ based agents) (van Doorn et al., 2017; Wirtz et al., 2018) because of their anthropomorphic body (Kim et al., 2019).”
A strategic framework for artificial intelligence in marketing (2020, background): “Nevertheless, mar-keters need to be cautious, in that anthropomorphized robots are found to increase perceived warmth but decrease liking (Kim et al. 2019); thus, in the case of embodied frontline robots, marketers need to take the appearance of robots into consideration.”
Engaged to a Robot? The Role of AI in Service (2020, background): “Anthropomorphized consumer robots make consumers feeling warm (Kim, Schmitt, and Thalmann 2019), and natural language–based social robots engage customers (Lee, Hosanagar, and Nair 2018).”