CCM

Do you have consumer-related research to share?

If so, come to Iceland and present it at the Nordic Academy of Management (NFF) Conference in Reykjavik. The conference will be at the University of Iceland Campus, 15-17 August 2024. Send an abstract (maximum 500 words) to the consumer-related track (Track 19) before 18 February 2024. This track is co-chaired by Magnus Söderlund from Stockholm School of Economics and Hanna Berg from Stockholm University.

More info here:

Call for Abstracts Call for Abstracts All abstracts must be written in English. Only submission through the congress website is possible. Abstracts sent by post or e-mail wil...

Are you the person who you say that you are? This is the essential question in identification activities. And we will soon receive such questions from robots. Our most recent study deals with how we humans react when robots ask us for identification.

Who is who in the age of service robots: The impact of robots’ demand for user identification in human-to-robot interactions In the not-so-distant future, when we are expected to be increasingly engaged in interactions with service robots, it can also be expected that such i…

New publication: we took a robot outdoors and asked it to cross a busy street - to see what happens when it explains what it is doing vs does not explain what it is doing. This, then, is an attempt to examine explainable AI.

Service robot verbalization in service processes with moral implications and its impact on satisfaction Service robots are expected to become increasingly common. As their capabilities become more advanced, it is also expected that they would be involved…

Finally, after so much waiting, and so much worries, something is happening in our ecological garden (which is becoming transformed to a sunflowers-for-Ukraine garden). You really have to have a lot of patience with gardening activities. Yet, now pay-off time is approaching: the flowers are beginning to appear.

Our most recently published study has arrived; it is about human reactions to a non-human agent that cannot answer user questions. Should such an agent admit its knowledge gaps or should it conceal them? What is best: to pretend that you know things you do not know or to display humbleness?

‘I do not know’: an examination of reactions to virtual agents that fail to answer the user’s questions Virtual agents (VAs) used by retailers for online contacts with customers are becoming increasingly common. So far, however, many of them display relatively poor performance in conversations with u...

Today, we had a chance to provide visitors to an academic fair at Stockholm School of Economics with the experience of interacting with a robot. The robot did a pretty good job in obeying its users. In fact, it was really impressive. Eventually, however, after a number of interactions, its batteries ran flat. Clearly, those who can develop good batteries will have a promising future.

Our most recently published study deals with service robots that violate the privacy of humans. Presumably, in the not so distant future, in which there will be robots that can move around in human environments while collecting data about what humans say and do, it would be very tempting for us humans to ask such robots about things related to other humans - things that should not be disclosed to us.

Service robots and artificial morality: an examination of robot behavior that violates human privacy | Emerald Insight Service robots and artificial morality: an examination of robot behavior that violates human privacy - Author: Magnus Söderlund

New article from CCM researchers Hanna Berg, Karina Töndevold Liljedal and Magnus Söderlund about the positive effects of service encounters for older consumers!

Happy to see you: the positive effects of in-store service encounters on the satisfaction of older consumers Although older consumers constitute a growing consumer segment with substantial buying power, not much is known about their satisfaction with retail stores and its antecedents. This study examines ...

Today, the sun is shining and the temperature is nice. Thus our gardening activities can be re-started. So, today we re-started with planting sunflower seeds in two pots. We really hope that it was not too early...

Our most recently published article deals with something that many researchers have misunderstood: moderator variables. So please be careful the next time you think that you should include a moderator variable in your study.

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Soon, or at least in the not-so-distant future, we will interact more with various service robots. What will this be like? Magnus Söderlund made an attempt (in Swedish) to open a window to this during a breakfast seminar the other day. Watch the video below.

Framtidens kundmöte: Vad händer när kunden möter servicerobotar i butiken Den här forskarfrukosten uppdaterar dig på vad som sker när en kund möter en robot istället för en mänsklig medarbetare. Behöver vi skapa oss en helt ny kuns...

Our most recently published article is about how service machines are perceived when they are idle. Yes, also an idle machine can be subject to perceptions. So providers of automatic services need to pay attention to what their machines are doing when they are not used.

What is it like to be idle versus busy for a service machine? Customers have since long received service from various machines, and this development is expected to accelerate when AI-powered synthetic agents—such as chatbots and embodied service robots—become m...