Consumer and Object Experience in the Internet of Things: An Assemblage Theory Approach

By Donna L. Hoffman, Thomas P. Novak. 2018

577 citations recorded by the source corpus.

Subfields: Cognitive Neuroscience, Marketing, Human-Computer Interaction

View Paper: https://www.semanticscholar.org/paper/b2c26098d3f385a6e55ae332ffe74d7532cfb28d

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Citations in the corpus

“Alexa, order me a pizza!”: The mediating role of psychological power in the consumer–voice assistant interaction (2021, background): “…contradict much of the current literature concerning AI that tends to emphasize the social and relational (i.e., nonfunctional) aspects of VA devices (Hoffman & Novak, 2018; Johnson et al., 2008; Pitardi & Marriott, 2021; Putoni et al., 2021; Schweitzer et al., 2019; Whang & Im, 2021; Woods, 2018).”
Consumers and Artificial Intelligence: An Experiential Perspective (2020, unknown): “Lastly, cyborg experiences also raise mind-bending but nonetheless intriguing questions about the kinds of consumption experiences that an AI itself might have (Hoffman and Novak 2018).”
Transforming the Customer Experience through New Technologies (2020, background): “After all, IoT systems can be described as assemblages (Ng & Wakenshaw, 2017) and analyzed in terms of their properties, capacities, and tendencies (Hoffman & Novak, 2018).”
A strategic framework for artificial intelligence in marketing (2020, background): “…addressed some issues, such as managers and management education underpreparing the next generation for feeling and emotional intelligence (Huang and Rust 2018; Huang et al. 2019), and IoT may impose constraints and restrictions on consumer journeys (Hoffman and Novak 2018; Novak and Hoffman 2019).”
Marketing in the Sharing Economy (2019, background): “Thus, theoretical lenses, data sources, and analytical methods that account for this role complexity among both the individual components as well as the systems in which they are embedded would be especially valuable (Hoffman and Novak 2017).”
The consumer production journey: marketing to consumers as co-producers in the sharing economy (2018, unknown): “For example, products and software could communicate directly on behalf of the consumer without human intervention (Hoffman and Novak 2016) or services could be provided by robots directly in the consumers’ homes.”
The future of social media in marketing (2019, methodology): “…was deliberately designed to raise questions about the future of consumer-product relationships (and product-product Brelationships^), the proliferation of autonomous tangible devices does suggest a future in which they have a Bvoice,^ even in the absence of humans (Hoffman and Novak 2018).”
Engaged to a Robot? The Role of AI in Service (2020, background): “For example, Hoffman and Novak (2018) state that in the IoT, both smart objects’ and consumers’ experiences are enabled and constrained by the network.”
Digital transformation: A multidisciplinary reflection and research agenda (2021, unknown): “These new digital technologies are likely to structurally change consumer behavior (cf. Ho ﬀ man & Novak, 2017; Verhoef et al., 2017), and, consequently, the use of new digital technologies can easily become the new norm and defy traditional business rules.”
Customer experience challenges: bringing together digital, physical and social realms (2018, background): “Indeed, Hoffman and Novak (2018) argue that the traditional human-centric conceptualization of the customer experience must be re-thought.”
Frontline Service Technology infusion: conceptual archetypes and future research directions (2019, background): “If This Then That (IFTTT) applets allow users to automate tasks, such as turning on porch lights pending on a positive signal that pizza delivery is on its way (Hoffman and Novak, 2017).”