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When emotions matter: the contextual effectiveness of emotional expressions in AI agents
- Truvace record
- TRV-2026-2643raw data (JSON)
- Version
- v1Published
- First published
- Evidence type
- Controlled or validated comparison
- Sources
- 1 sourcePeer-reviewed
- sha256
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Purpose This paper aims to examine how artificial intelligence (AI) agents’ emotional expressions (positive or neutral) interact with service task types (subjective or objective) to shape consumer service satisfaction, and explore the mediating roles of mind perception, including perceived agency and perceived experience, in this process. Design/methodology/approach This work uses four studies, including a secondary data analysis of relevant Weibo posts and three scenario experiments involving a total of 587 par…
The gain
In four studies including three scenario experiments with 587 participants, positive emotional expressions from AI service agents produced higher satisfaction on subjective tasks, while neutral expressions did so on objective tasks.
What this doesn’t fix
The study covers only AI communication in commercial service texts, not domains such as education and health care or the nonverbal expressions of embodied AI, and it measures only service satisfaction rather than repurchase intentions or word-of-mouth.
Sources
1 on file- European Journal of Marketingdoi:10.1108/ejm-07-2025-0569
Cite this record
v1Truvace Impact Record TRV-2026-2643, v1: “When emotions matter: the contextual effectiveness of emotional expressions in AI agents.” Truvace, 2026-11-12. /record/TRV-2026-2643 (accessed on the day you copy it). sha256 ff1f005dba72aaa0…
Change history
1 versionEvery change made to this record since it was first published, and why. Nothing has changed since it went up.
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