{"id":"https://openalex.org/W4416707345","doi":"https://doi.org/10.1109/tem.2025.3634383","title":"Bridging Emotion and Technology: Customer Involvement and Acceptance of Robo-Advisory Services","display_name":"Bridging Emotion and Technology: Customer Involvement and Acceptance of Robo-Advisory Services","publication_year":2025,"publication_date":"2025-11-26","ids":{"openalex":"https://openalex.org/W4416707345","doi":"https://doi.org/10.1109/tem.2025.3634383"},"language":null,"primary_location":{"id":"doi:10.1109/tem.2025.3634383","is_oa":false,"landing_page_url":"https://doi.org/10.1109/tem.2025.3634383","pdf_url":null,"source":{"id":"https://openalex.org/S154533451","display_name":"IEEE Transactions on Engineering Management","issn_l":"0018-9391","issn":["0018-9391","1558-0040"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319808","host_organization_name":"Institute of Electrical and Electronics Engineers","host_organization_lineage":["https://openalex.org/P4310319808"],"host_organization_lineage_names":["Institute of Electrical and Electronics Engineers"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"IEEE Transactions on Engineering Management","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5057616110","display_name":"Aruna Polisetty","orcid":"https://orcid.org/0000-0002-9391-6442"},"institutions":[{"id":"https://openalex.org/I876193797","display_name":"Vellore Institute of Technology University","ror":"https://ror.org/00qzypv28","country_code":"IN","type":"education","lineage":["https://openalex.org/I876193797"]}],"countries":["IN"],"is_corresponding":true,"raw_author_name":"Aruna Polisetty","raw_affiliation_strings":["VIT Business School, VIT University, Vellore, India","VIT Business School VIT University, Vellore, Tamilnadu, India"],"affiliations":[{"raw_affiliation_string":"VIT Business School, VIT University, Vellore, India","institution_ids":["https://openalex.org/I876193797"]},{"raw_affiliation_string":"VIT Business School VIT University, Vellore, Tamilnadu, India","institution_ids":["https://openalex.org/I876193797"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5032713106","display_name":"G. Sowmya","orcid":"https://orcid.org/0000-0002-8957-0098"},"institutions":[{"id":"https://openalex.org/I876193797","display_name":"Vellore Institute of Technology University","ror":"https://ror.org/00qzypv28","country_code":"IN","type":"education","lineage":["https://openalex.org/I876193797"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Sowmya G","raw_affiliation_strings":["VIT Business School, VIT University, Vellore, India","VIT Business School VIT University, Vellore, Tamilnadu, India"],"affiliations":[{"raw_affiliation_string":"VIT Business School, VIT University, Vellore, India","institution_ids":["https://openalex.org/I876193797"]},{"raw_affiliation_string":"VIT Business School VIT University, Vellore, Tamilnadu, India","institution_ids":["https://openalex.org/I876193797"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5043171814","display_name":"Debarun Chakraborty","orcid":"https://orcid.org/0000-0002-0754-1120"},"institutions":[{"id":"https://openalex.org/I150870154","display_name":"Indian Institute of Management Ahmedabad","ror":"https://ror.org/02egcpy68","country_code":"IN","type":"education","lineage":["https://openalex.org/I150870154"]},{"id":"https://openalex.org/I4210138251","display_name":"Indian Institute of Information Technology, Nagpur","ror":"https://ror.org/03e2e3s57","country_code":"IN","type":"education","lineage":["https://openalex.org/I4210138251"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Debarun Chakraborty","raw_affiliation_strings":["Indian Institute of Management, Nagpur (IIM Nagpur), Nagpur, India","Indian Institute of Management, Nagpur, Maharashtra, India"],"affiliations":[{"raw_affiliation_string":"Indian Institute of Management, Nagpur (IIM Nagpur), Nagpur, India","institution_ids":["https://openalex.org/I4210138251"]},{"raw_affiliation_string":"Indian Institute of Management, Nagpur, Maharashtra, India","institution_ids":["https://openalex.org/I150870154"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5005610758","display_name":"Andrea Appolloni","orcid":"https://orcid.org/0000-0001-5741-398X"},"institutions":[{"id":"https://openalex.org/I116067653","display_name":"University of Rome Tor Vergata","ror":"https://ror.org/02p77k626","country_code":"IT","type":"education","lineage":["https://openalex.org/I116067653"]}],"countries":["IT"],"is_corresponding":false,"raw_author_name":"Andrea Appolloni","raw_affiliation_strings":["University of Rome Tor Vergata, Rome, Italy","University of Rome Tor Vergata, Italy"],"affiliations":[{"raw_affiliation_string":"University of Rome Tor Vergata, Rome, Italy","institution_ids":["https://openalex.org/I116067653"]},{"raw_affiliation_string":"University of Rome Tor Vergata, Italy","institution_ids":["https://openalex.org/I116067653"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":4,"corresponding_author_ids":["https://openalex.org/A5057616110"],"corresponding_institution_ids":["https://openalex.org/I876193797"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":0,"citation_normalized_percentile":{"value":0.19559258,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":"73","issue":null,"first_page":"847","last_page":"862"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.8328999876976013,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},"topics":[{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.8328999876976013,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T13287","display_name":"Robotic Process Automation Applications","score":0.04479999840259552,"subfield":{"id":"https://openalex.org/subfields/2209","display_name":"Industrial and Manufacturing Engineering"},"field":{"id":"https://openalex.org/fields/22","display_name":"Engineering"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T10709","display_name":"Social Robot Interaction and HRI","score":0.03420000150799751,"subfield":{"id":"https://openalex.org/subfields/3207","display_name":"Social Psychology"},"field":{"id":"https://openalex.org/fields/32","display_name":"Psychology"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/empathy","display_name":"Empathy","score":0.6430000066757202},{"id":"https://openalex.org/keywords/leverage","display_name":"Leverage (statistics)","score":0.6284999847412109},{"id":"https://openalex.org/keywords/financial-services","display_name":"Financial services","score":0.5745999813079834},{"id":"https://openalex.org/keywords/customer-service","display_name":"Customer service","score":0.37770000100135803},{"id":"https://openalex.org/keywords/bridging","display_name":"Bridging (networking)","score":0.3682999908924103},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.3303000032901764},{"id":"https://openalex.org/keywords/narrative","display_name":"Narrative","score":0.33009999990463257}],"concepts":[{"id":"https://openalex.org/C2779885105","wikidata":"https://www.wikidata.org/wiki/Q182263","display_name":"Empathy","level":2,"score":0.6430000066757202},{"id":"https://openalex.org/C153083717","wikidata":"https://www.wikidata.org/wiki/Q6535263","display_name":"Leverage (statistics)","level":2,"score":0.6284999847412109},{"id":"https://openalex.org/C139043278","wikidata":"https://www.wikidata.org/wiki/Q837171","display_name":"Financial services","level":2,"score":0.5745999813079834},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5640000104904175},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.45750001072883606},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.4447999894618988},{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.37770000100135803},{"id":"https://openalex.org/C174348530","wikidata":"https://www.wikidata.org/wiki/Q188635","display_name":"Bridging (networking)","level":2,"score":0.3682999908924103},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.3393000066280365},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.3303000032901764},{"id":"https://openalex.org/C199033989","wikidata":"https://www.wikidata.org/wiki/Q1318295","display_name":"Narrative","level":2,"score":0.33009999990463257},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.30880001187324524},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.30320000648498535},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.29840001463890076},{"id":"https://openalex.org/C57660159","wikidata":"https://www.wikidata.org/wiki/Q5196460","display_name":"Customer intelligence","level":5,"score":0.28859999775886536},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.2800999879837036},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.26489999890327454},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.2644999921321869}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1109/tem.2025.3634383","is_oa":false,"landing_page_url":"https://doi.org/10.1109/tem.2025.3634383","pdf_url":null,"source":{"id":"https://openalex.org/S154533451","display_name":"IEEE Transactions on Engineering Management","issn_l":"0018-9391","issn":["0018-9391","1558-0040"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319808","host_organization_name":"Institute of Electrical and Electronics Engineers","host_organization_lineage":["https://openalex.org/P4310319808"],"host_organization_lineage_names":["Institute of Electrical and Electronics Engineers"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"IEEE Transactions on Engineering Management","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":75,"referenced_works":["https://openalex.org/W1587451402","https://openalex.org/W1791587663","https://openalex.org/W1977472480","https://openalex.org/W2019712408","https://openalex.org/W2052194544","https://openalex.org/W2078219616","https://openalex.org/W2092349521","https://openalex.org/W2092640677","https://openalex.org/W2095935719","https://openalex.org/W2101516123","https://openalex.org/W2104565431","https://openalex.org/W2119131973","https://openalex.org/W2123173937","https://openalex.org/W2129194414","https://openalex.org/W2136132767","https://openalex.org/W2149831328","https://openalex.org/W2152228036","https://openalex.org/W2332651781","https://openalex.org/W2409462557","https://openalex.org/W2553027802","https://openalex.org/W2610976202","https://openalex.org/W2622762743","https://openalex.org/W2792467893","https://openalex.org/W2793540795","https://openalex.org/W2808914681","https://openalex.org/W2811491348","https://openalex.org/W2885538622","https://openalex.org/W2894528744","https://openalex.org/W2900107703","https://openalex.org/W2901158455","https://openalex.org/W2913916101","https://openalex.org/W2941128398","https://openalex.org/W2954849019","https://openalex.org/W2969614040","https://openalex.org/W2980091417","https://openalex.org/W3088492162","https://openalex.org/W3114977466","https://openalex.org/W3125976894","https://openalex.org/W3157200701","https://openalex.org/W3187113103","https://openalex.org/W3196796127","https://openalex.org/W3197295500","https://openalex.org/W3199205423","https://openalex.org/W3205577566","https://openalex.org/W3209981475","https://openalex.org/W3215970451","https://openalex.org/W4200564151","https://openalex.org/W4210465889","https://openalex.org/W4210918419","https://openalex.org/W4211156140","https://openalex.org/W4214656571","https://openalex.org/W4225605582","https://openalex.org/W4225890167","https://openalex.org/W4233120691","https://openalex.org/W4240969601","https://openalex.org/W4281625931","https://openalex.org/W4284966012","https://openalex.org/W4294071702","https://openalex.org/W4298022992","https://openalex.org/W4310346521","https://openalex.org/W4321608089","https://openalex.org/W4385387721","https://openalex.org/W4388757772","https://openalex.org/W4389230778","https://openalex.org/W4390848563","https://openalex.org/W4391216336","https://openalex.org/W4392667084","https://openalex.org/W4392856471","https://openalex.org/W4394812744","https://openalex.org/W4395073309","https://openalex.org/W4406510436","https://openalex.org/W4407691133","https://openalex.org/W4407835036","https://openalex.org/W4409009560","https://openalex.org/W4409327153"],"related_works":[],"abstract_inverted_index":{"Enabled":[0],"by":[1,10,39,159],"advancements":[2],"in":[3,58,70,146,178],"AI,":[4],"robo-advisors":[5],"are":[6,27],"transforming":[7],"financial":[8,25,166,179],"services":[9,26],"automating":[11],"investment":[12],"and":[13,32,50,68,108,116,139,163],"wealth":[14],"management.":[15],"However,":[16],"customer":[17,124,141,161,191],"acceptance":[18,55],"of":[19,46,56,84,135],"robo":[20],"advisory":[21],"remains":[22],"challenging,":[23],"as":[24,29,101,143],"perceived":[28,48],"more":[30],"complex":[31],"personal":[33],"than":[34],"non-financial":[35],"tasks":[36],"typically":[37],"managed":[38],"robots.":[40],"This":[41,168],"study":[42,169],"examines":[43],"the":[44,54,105,133,172],"impact":[45,122],"trust,":[47],"value,":[49],"customer-robot":[51],"compatibility":[52],"on":[53,123,175],"robo-services":[57,154],"banking.":[59],"Using":[60],"a":[61,120],"mixed-method":[62],"approach,":[63],"we":[64],"surveyed":[65],"550":[66],"respondents":[67],"conducted":[69],"depth":[71],"interviews":[72],"with":[73,80],"six":[74],"participants":[75],"to":[76,89,171,186],"capture":[77],"lived":[78],"experiences":[79],"robo-advisors.":[81],"The":[82],"findings":[83,112],"narrative":[85],"inquiry":[86],"were":[87],"used":[88],"explore":[90],"various":[91],"factors":[92],"affecting":[93],"robot":[94,129,136],"service":[95,128],"acceptance.":[96,130],"Further":[97],"these":[98],"insights":[99],"served":[100],"meta-inferences":[102],"for":[103,184,189],"developing":[104],"proposed":[106],"framework":[107],"quantitative":[109],"study.":[110],"Our":[111],"reveal":[113],"that":[114,152],"trust-":[115],"empathy-driven":[117],"interactions":[118],"have":[119],"significant":[121],"perceptions,":[125],"thereby":[126],"enhancing":[127],"We":[131],"emphasise":[132],"role":[134],"empathy":[137],"responses":[138],"active":[140],"involvement":[142],"critical":[144],"moderators":[145],"fostering":[147],"trust.":[148],"Practical":[149],"implications":[150],"suggest":[151],"humanising":[153],"can":[155],"reshape":[156],"banking":[157],"standards":[158],"increasing":[160],"confidence":[162],"adopting":[164],"AI-driven":[165],"solutions.":[167],"contributes":[170],"growing":[173],"literature":[174],"human-robot":[176],"interaction":[177],"services,":[180],"highlighting":[181],"strategic":[182],"pathways":[183],"banks":[185],"leverage":[187],"AI":[188],"enhanced":[190],"engagement.":[192]},"counts_by_year":[],"updated_date":"2026-03-27T05:58:40.876381","created_date":"2025-11-27T00:00:00"}
