Online shopping during the Covid-19 crisis: the impact of anthropomorphic virtual agents on consumers' psychological states
by Sihem Ben Saad; Fatma Choura
International Journal of Technology Marketing (IJTMKT), Vol. 16, No. 1/2, 2022

Abstract: Because of the unpredictability and uncertainty of the Covid-19 pandemic, online shopping and the use of artificial intelligence featured in the e-commerce have helped companies in attracting clients through a better online shopping environment and experience. However, the e-commerce still lacks human warmth to pretend and equalise with in-store human interactions and experience. This paper addresses this issue by examining the anthropomorphic characteristics of the embodied virtual agent and by measuring their impact on the user's state of flow and telepresence experience. To identify the characteristics that could potentially make virtual agents more 'humanised', an exploratory approach was implemented. An experimentation survey with 660 internet users followed to test the relation between the anthropomorphic dimensions of embodied virtual agents and consumers' psychological states and online word of mouth. Our findings confirm the influence of the anthropomorphic characteristics investigated in improving consumers' psychological states.

Online publication date: Mon, 25-Apr-2022

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Technology Marketing (IJTMKT):
Login with your Inderscience username and password:

    Username:        Password:         

Forgotten your password?

Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email