Smart voice assistants (SVAs) have emerged as new artificial intelligence service platforms. They have the capacity to act like actual human assistants and modify traditional forms of human–computer interactions. So, consumers relate to their SVA as though it was a person, despite knowing that they are interacting with a machine. Based on the stimulus-organism-response framework, this paper examines feelings of love that consumers develop for SVAs when they are interacting. It proposes that these feelings act as the psychological mechanism to transmit the effect of consumers' experiences with the technology (i.e., smart experiences) on their service loyalty. Feelings of love are conceptualized following the triangular theory of love that considers three components: passion, intimacy, and commitment. Service loyalty refers to consumers' intentions to continue using SVAs in the future and to recommend SVAs to other people through physical and/or electronic word of mouth communication. The results show that smart experiences influence consumers' passion for technology, while passion explains their intimacy and commitment. Consumer intimacy and commitment for SVAs lead to service loyalty. Therefore, this paper contributes to research focusing on the importance of consumers' feelings for SVAs and shedding light on the process that drives to service loyalty.

中文翻译：

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智能体验如何建立服务忠诚度：消费者喜爱智能语音助手的重要性

智能语音助手 (SVA) 已成为新的人工智能服务平台。他们有能力像真正的人类助手一样行事，并修改传统的人机交互形式。因此，尽管知道他们正在与机器交互，但消费者仍将他们的 SVA 视为一个人。本文基于刺激-有机体-反应框架，研究了消费者在互动时对 SVA 产生的爱的感受。它提出这些感受作为心理机制来传递消费者对技术的体验（即智能体验）对其服务忠诚度的影响。爱的感觉是按照爱的三角理论来概念化的，该理论考虑了三个组成部分：激情、亲密和承诺。服务忠诚度是指消费者的 打算在未来继续使用 SVA 并通过物理和/或电子口耳相传向其他人推荐 SVA。结果表明，智能体验影响消费者对技术的热情，而热情解释了他们的亲密和承诺。消费者对 SVA 的亲密度和承诺会导致服务忠诚度。因此，本文有助于研究关注消费者对 SVA 的感受的重要性，并阐明驱动服务忠诚度的过程。消费者对 SVA 的亲密度和承诺会导致服务忠诚度。因此，本文有助于研究关注消费者对 SVA 的感受的重要性，并阐明驱动服务忠诚度的过程。消费者对 SVA 的亲密度和承诺会导致服务忠诚度。因此，本文有助于研究关注消费者对 SVA 的感受的重要性，并阐明驱动服务忠诚度的过程。