Judging the Book by Its Cover? how Consumers Decode Conspicuous Consumption Cues in Buyer–Seller Relationships

By Maura L. Scott, Martin Mende, Lisa E. Bolton. 2013

207 citations recorded by the source corpus.

Subfields: Experimental and Cognitive Psychology, Marketing, Social Psychology

View Paper: https://www.semanticscholar.org/paper/f53ec504333ec7566da953b854440293df62633c

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In Experimental and Cognitive Psychology

In Marketing

In Social Psychology

Citations in the corpus

Alexa, she's not human but… Unveiling the drivers of consumers' trust in voice‐based artificial intelligence (2021, background): “Previous research examining social cognition perspective toward consumers – robot interactions ( Č ai ć et al., 2019) demonstrates how individuals' inferences about social perception affect consumers' responses in service contexts (Fan et al., 2016; Scott et al., 2013; Wirtz et al., 2018).”
Service Robots Rising: How Humanoid Robots Influence Service Experiences and Elicit Compensatory Consumer Responses (2019, background): “Consumers make spontaneous inferences about frontline employees, often before any verbal exchange occurs (Ambady, Krabbenhoft, and Hogan 2006), which can affect customers’ loyalty intentions (Scott, Mende, and Bolton 2013).”
The Social Dimension of Service Interactions (2017, methodology): “To create a realistic context and ensure high internal validity and full control of the dynamic emotional cues, we used videotaped service interactions (Scott, Mende, and Bolton 2013).”
To Err Is Human(-oid): How Do Consumers React to Robot Service Failure and Recovery? (2020, background): “The service settings that we examined arguably emphasize communal norms that align with the importance of warmth (Mende, Scott, and Bolton et al. 2018; Scott, Mende, and Bolton 2013).”
Disentangling the Differential Roles of Warmth and Competence Judgments in Customer-Service Provider Relationships (2020, background): “…that connects to this research draws from scholarly work on human impression formation and demonstrates that the two fundamental dimensions of social cognition—warmth and competence— generalize to service contexts and can ultimately drive service outcomes (Scott, Mende, and Bolton 2013).”
Domo Arigato Mr. Roboto (2017, background): “…and three moderating mechanisms (Figure 2): In terms of mediators, we argue that social cognition (and its fundamental dimensions of warmth and competence) is a powerful theoretical perspective to explain customers’ responses not only to human FLEs (Scott, Mende, and Bolton 2013) but also to ASP.”