Luis Vicente Casaló Ariño

Luis Vicente Casaló Ariño
University of Zaragoza | UNIZAR · Department of Marketing Management and Market Research

PhD.

About

110
Publications
86,779
Reads
How we measure 'reads'
A 'read' is counted each time someone views a publication summary (such as the title, abstract, and list of authors), clicks on a figure, or views or downloads the full-text. Learn more
6,351
Citations
Additional affiliations
July 2017 - December 2020
University of Zaragoza
Position
  • Professor
May 2005 - present
University of Zaragoza
Position
  • Professor (Associate)

Publications

Publications (110)
Article
Service robots are taking over the frontline. They can possess three types of artificial intelligence (AI): mechanical, thinking, and feeling AI. Although these intelligences determine how service robots can help customers, not much is known about how customers respond to robots of different intelligence. This paper addresses this gap, builds on th...
Preprint
Full-text available
Although frontline service automation can be typified by mechanical artificial intelligence (AI), thinking AI, and feeling AI, not much is known about how customers respond to service robots that possess these different intelligences. This paper addresses this gap by building on the appraisal theory of emotions to investigate how customer emotions...
Article
Full-text available
The purpose of this research is to understand the main factors that determine users’ continuance intention to use social mobile Apps, considering two utilitarian (i.e., perceived usefulness, perceived ease of use) variables and a hedonic (i.e., perceived enjoyment) variable. As social mobile Apps may be utilitarian or hedonic, we aim to evaluate po...
Article
Full-text available
COVID-19 has led to an unprecedented health and economic crisis worldwide. Many governments of the world have accelerated an adoption of public policies to address this crisis; however, a trade-off between the economy and public health exists. Previous studies in this area have mainly focused on the impact of COVID-19 on human life and the environm...
Article
Full-text available
Los adolescentes son los que más usan Internet y el grupo más vulnerable frente al uso desadaptativo de Internet. La promoción de estrategias dirigidas a reducir la ansiedad y la depresión, así como a incrementar la autoestima, pueden ayudar a reducir el excesivo uso de las nuevas tecnologías. Partiendo de la Encuesta sobre Uso de Drogas en Enseñan...
Article
Full-text available
Frontline robots autonomously perform physical service tasks. Because of continuous improvements in their underlying technologies, customers may perceive these robots as social actors with a high level of humanness, both in appearance and behavior. Advancing from mere theoretical contributions to this research field, this article proposes and empir...
Article
Full-text available
Robots are being implemented in many frontline services, from waiter robots in restaurants to robotic concierges in hotels. A growing number of firms in hospitality and tourism industries introduce service robots to reduce their operational costs and to provide customers with enhanced services (e.g. greater convenience). In turn, customers may cons...
Article
The automation of services taking advantage of the significant opportunities offered by artificial intelligence and other Industry 4.0 technologies is receiving increasing attention both from academics and practitioners. Interest in the subject has been boosted significantly by the healthcare crisis generated by COVID-19 and the need to maintain so...
Article
Full-text available
Purpose: The automation of services is rapidly growing, led by sectors such as banking and financial investment. The growing number of investments managed by artificial intelligence (AI) suggests that this technology-based service will become increasingly popular. This study examines how customers’ technology readiness and service awareness affect...
Article
Full-text available
Collaborations between influencers and brands have become increasingly popular in recent years. Previous research has mainly focused on influencer marketing as a commercial action designed to enhance followers' perceptions and reactions toward promoted brands, ignoring the consequences of these promotional actions on influencers' credibility and th...
Article
Full-text available
Brands and influencers are increasingly collaborating in the development of marketing campaigns. This work analyses to what extent the collaboration of influencers with renowned brands affects the effectiveness of the message and the influencer’s own reputation. The results of an experiment with more than four hundred Spanish consumers indicated th...
Article
Full-text available
Influencers increasingly provide sources of information and innovation to followers. Grounded in balance, cognitive dissonance, and congruity theories, the current article highlights how a congruence psychological mechanism, leveraged in influencer marketing campaigns, can contribute to the success of this novel form of persuasive communication. To...
Article
Full-text available
The relevance of smart speakers is steadily increasing, allowing users perform several daily tasks. From a commercial perspective, smart speakers also provide recommendations of products and services that may influence the consumer decision-making process. However, previous studies have mainly focused on the adoption of smart speakers, but there is...
Article
Abstract Purpose Online reviews have received research attention in recent years, as they work as precursors of consumer behaviors. Previous studies have suggested that the influence of online reviews may vary across generations. However, the previous literature has not analyzed yet whether millennials and Generation X react differently to online r...
Article
Full-text available
This research examines how customers' perceptions about controversial labor practices of food delivery platforms may affect their intentions to use and recommend these services. Three studies reveal that customers' behavioral intentions depend on their perceptions of the working conditions for the delivery workers, as well as service quality. This...
Article
Full-text available
This study investigates the differences in place identity between residents of rural and urban communities. Differently from previous research comparing place identity between neighborhoods or countries, our study focuses on the local community type (urban or rural) as a key determinant of place identity. This fills a research gap in environmental...
Article
Full-text available
This study explores how an individual’s reported waste-related behaviors are affected by environmental attitudes and perceived effectiveness when facing a descriptive norm conflict (i.e., when the individual is the only person behaving pro-environmentally). The influence of the sociodemographic characteristics of gender, age, and education level is...
Article
Full-text available
Purpose: Robots are taking over the organizational frontline. Despite a recent surge in studies on this topic, extant works are predominantly conceptual in nature. The purpose of this paper is to provide valuable empirical insights by building on attribution theory. Design/methodology/approach: Two vignette-based experimental studies were employed...
Article
Full-text available
Service robots and artificial intelligence promise to increase productivity and reduce costs, prompting substantial growth in sales of service robots and research dedicated to understanding their implications. Nevertheless, marketing research on this phenomenon is scarce. To establish some fundamental insights related to this research domain, the c...
Article
Full-text available
Instagram is emerging as the most influential social network; this phenomenon is especially apparent in the fashion industry. Fashion brands are launching creative campaigns on Instagram to engage their followers. The present study aims to increase the understanding of followers’ engagement by analyzing the consequences of brand publications on Ins...
Chapter
Full-text available
This chapter focuses on an innovative learning project in which undergraduate marketing students create videos and post them on the official YouTube channel of the course. The project aims to apply new information technologies to university teaching, use social networks to disseminate information and knowledge, and provide students with a more acti...
Preprint
Full-text available
Purpose The purpose of this research is to examine the influence of consumers' perceived enjoyment and usefulness on their intention to follow and recommend an official account of a brand community on Instagram through satisfaction, following a perception-evaluation-intention chain. Design/methodology/approach The present study suggests that both p...
Article
Full-text available
Purpose Considering the increasing impact of Artificial Intelligence (AI) on financial technology (FinTech), the purpose of this paper is to propose a research framework to better understand robo-advisor adoption by a wide range of potential customers. It also predicts that personal and sociodemographic variables (familiarity with robots, age, gend...
Article
Full-text available
Influencers increasingly provide sources of information and innovation to followers. Grounded in balance, cognitive dissonance, and congruity theories, the current article highlights how a congruence psychological mechanism, leveraged in influencer marketing campaigns, can contribute to the success of this novel form of persuasive communication. To...
Article
Positive online reviews elicit more positive consumer behaviors than negative reviews in the hospitality industry. However, several variables that influence information processing may affect this well-established link. The present study focuses on the moderating roles of brand familiarity and cultural values, as their influence remains unexplained...
Conference Paper
Social marketing suggests the need of changing human behavior towards a more environmentally sustainable one. To promote this change, targeted behaviors should be as specific as possible; however, previous studies have mainly focused on general behaviors. This study differentiates between several specific pro-environmental behaviors (depending on...
Article
This study explores whether the associations between general environmental attitudes and pro-environmental behaviors are heterogeneous and whether these associations depend on attitude intensity and the specific pro-environmental behavior. The study also examines the association between objective and subjective knowledge and behavior and the relati...
Conference Paper
Full-text available
RESUMEN La empatía entre los miembros de las comunidades de marca puede ser fundamental para la supervivencia de la comunidad e incluso influir en el comportamiento del consumidor. Este trabajo en curso trata de corroborar la existencia de la empatía en estas comunidades virtuales y plantea un modelo de investigación con los siguientes objetivos: (...
Article
Purpose Encouraging travelers to create value that benefits firms is of great relevance for companies that operate in online contexts. The purpose of this study is to investigate, focusing on online travel agencies, how monetary promotions (i.e. economic incentives) and non-monetary promotions (i.e. draws and contests) conducted through social med...
Article
Full-text available
Since the introduction of the concept in the late nineties, Internet addiction has been a growing phenomenon becoming a public health issue that cannot be ignored nowadays. Focusing on adolescents, previous research has analyzed the prevalence of excessive Internet use and determined several predictors such as socio-demographic characteristics, per...
Article
Full-text available
Purpose With social exchange theory as a basis, the purpose of this paper is to seek a better understanding of advice processes in online travel communities, which offer crucial advice for travelers’ decisions. It also predicts that relational capital variables (commitment, reciprocity perceptions) moderate the main relationships. Design/methodol...
Preprint
Preprint version of the same manuscript accepted for publication at "Industrial Management and Data Systems"
Article
Full-text available
Despite its potentially harmful effects, adolescent binge drinking is becoming increasingly common worldwide. To enable the design of more effective school information campaigns, the underlying factors of heavy alcohol use must be carefully analysed. This study investigated how individual, social, and contextual factors relate to adolescent binge d...
Article
Opinion leaders are important sources of advice for other consumers. Instagram is the most used platform by opinion leaders in the fashion industry, and this trend is expected to continue in the near future. This study aims to identify some key antecedents and consequences of opinion leadership in this context. Our results, based on data collected...
Article
The competition among territories has taken the public administration to develop place branding strategies. This research analyzes the resident’s perspective through the case of Zaragoza (Spain), explaining the brand’s perceived usefulness and the brand attitude, considering as antecedents the place attachment and the congruence between brand and t...
Article
Full-text available
Previous research offers mixed results regarding the association between environmental attitudes and behavior. To shed some light on this topic, this article undertakes the first investigation of whether the association between environmental attitudes and pro-environmental behavior is heterogeneous or, more concretely, if the existence of this asso...
Article
Purpose The purpose of this paper is to examine the influence of consumers’ perceived enjoyment and usefulness on their intention to follow and recommend an official account of a brand community on Instagram through satisfaction, following a perception-evaluation-intention chain. Design/methodology/approach The present study suggests that both per...
Article
The increasing relevance of Instagram and its growing adoption among top brands suggest an effort to better understand consumers' behaviors within this context. The purpose of this study is to examine the role of perceived hedonism and satisfaction in determining consumers' intentions to interact and their actual interaction behaviors (the number o...
Article
Full-text available
The competition among territories has taken the public administration to develop place branding strategies. This research analyzes the resident’s perspective through the case of Zaragoza (Spain), explaining the brand’s perceived usefulness and the brand attitude, considering as antecedents the place attachment and the congruence between brand and t...
Article
Full-text available
To understand how young people develop environmental concern, this article investigates the relationship between parents' environmental concern and those of their children. Using 2006 survey data from the Programme for International Student Assessment (PISA), featuring nationally representative samples from 16 countries, this study provides evidenc...
Article
Full-text available
Key personal inputs to decision making reside in expectations about whether a purchase or nonpurchase will make one feel better. Integrating several theoretical approaches, this research proposes a holistic framework formed by four kinds of anticipated emotions (AEs) resulting from the crossing of positive- or negative-valenced emotions with action...
Article
Full-text available
Purpose – Effective handling of negative word of mouth in the social media has dramatic impact on customer retention, deflects potential damage and improves profitability. Although marketers enact various defensive strategies to combat such negative publicity, consumers are increasingly acting on behalf of marketers and new value creating behaviors...
Article
This paper presents the results of a research carried out in Spain to obtain information about online consumer behavior in the tourism sector, employing a survey conducted through the Internet. Researches carried out through the Internet frequently use volunteers instead of the random and equiprobable selection used in other surveys, which means th...
Article
Increasing uses of urban services enhance urban management efficiency and also favor social, environmental, and economic sustainability. This research analyzes how users' city attachment levels and other personal determinants contribute to their uses of urban services. Focusing on the city of Zaragoza (Spain), the empirical study reveals that perso...
Article
This paper presents the results of an educational innovation project based on learner-generated videos. The videos were created for a YouTube channel specifically developed for a marketing course. Despite the potential of YouTube as a learning tool in education, its use as a learning instrument for learner-generated content is scarce. In this proje...
Chapter
El éxito de YouTube como herramienta de difusión de conocimiento es ampliamente reconocido, si bien son pocos los trabajos que se centran en los estudiantes como participantes activos. Este proyecto se centra en la creación de un canal en YouTube para la asignatura Introducción al Marketing, en el que los alumnos, bajo la supervisión de los profeso...
Article
Full-text available
In order to increase their markets, many companies are starting e-commerce internationalization processes that involve dealing with cultural differences among countries. Although most firms start internationalization strategies to similar countries, previous research has mainly focused on understanding expansion to countries with a great cultural d...
Article
Smart cities aim to increase their efficiency and quality-of-life thanks to technology-based services and collective intelligence. In this environment smartcards represent a strategic instrument to link citizens to public administration and local infrastructure to further advance on smart city plans. This research proposes a theoretical model and p...
Article
The influence of positive online consumer reviews on a traveler's decision making remains unclear. To better understand the perceived usefulness of online reviews, this study conducts two experiments using positive and negative online consumer reviews. Study results suggest that high risk-averse travelers find negative online reviews more useful th...
Article
Full-text available
Public administrations are launching smart cards for citizens’ identification and access to local public services. Despite being focused on citizens’ demands, there is a lack of acceptance of such initiatives. This study explores the key drivers of citizen adoption of smart cards and reveals that, in addition to utilitarian benefits, social process...
Article
Full-text available
Citizen trust in the public administration has been reduced worldwide due to recent events such as the current economic situation, corruption cases or disclosure of classified information. This work analyzes whether e-government related actions could be strategically employed to increase citizen trust in the public administration. This research con...
Article
We investigate how public administrations can influence citizens’ continued usage of public e-services and focus on the role of different trust elements. We review prior literature and derive a model of trust transfer and continued usage. Our results show that trust in the public e-service mediates the influence of trust in the public administratio...
Article
Full-text available
Due to the continuous growing of information exchange in the Internet, commercial web sites have started to include online tools to allow consumer interaction in them. Thus, when visiting these commercial web sites, consumers may consider not only e-retailer information (marketing communication) but also purchase and use experiences shared by other...
Article
The success of relationship marketing strategies depends, among other things, on the emotional personal situation of consumers. This article analyzes the influence that consumer happiness, a general affective state or mood, might have on relations between the main variables associated with relationship marketing-that is, commitment, satisfaction, a...
Article
Full-text available
Big companies such as Nestlé, Coca-Cola, BMW and Apple consider that virtual communities developed around the passion of their consumers for their brands is a great opportunity for knowing the market and communicating with their customers, and as a consequence, to achieve higher levels of loyalty. In order to advance in this topic, this paper exami...
Article
Full-text available
The Technology Acceptance Model (TAM) is considered one of the best frameworks to understand technology-related adoptions that can be extended and adapted to the different features of many diverse situations. This work analyzes the adoption of e-government services and proposes that trust and personal values contribute to better understand such ado...
Article
Introduction. Citizens' adoption of e-government initiatives can be motivated by information from different sources in society. This article identifies three main information sources (interpersonal, mass media and public administration) and clarifies their influence (informative or normative) on citizens' intentions to use public e-services. Age, s...
Article
Full-text available
The purpose of this study is to analyse the antecedents of trust in online public services. To do that, an online survey is conducted and hypotheses are tested using structural equation modelling. The data reveal that trust in these services depends on the satisfaction of citizens with their previous experiences, the ease of use of the service, and...
Article
Full-text available
The development of firm-hosted online social networks is an increasingly important phenomenon. This importance is due to the benefits that companies may obtain from consumer participation in this type of network. However, to obtain these benefits, a minimum level of participation in the network must be guaranteed. For this reason, this work employs...
Article
This paper analyzes the influence of website usability on both consumers' satisfaction and intention to use a website, as well as the impact of satisfaction on usage intentions. Additionally, we study the moderating effect that consumer risk perceptions may have on the influence of website usability. Results show that website usability affects sati...
Article
Full-text available
Online interactivity offers the opportunity for e-sellers of developing closer and more personalized relationships with their customer base. Despite the fact that interactivity effect on consumer perceptions has been proved, the effectiveness of interactivity to encourage future purchases remains unclear. This study attempts to explain the relation...
Article
Online travel communities are an increasing phenomenon that is motivating great changes in consumer behavior in the travel sector. Travelers prefer to rely on peers’ recommendations and thus visit these communities to look for unbiased information. This work analyzes some of the precursors of the consumer intention to follow the advice obtained in...
Article
Reliability is a key aspect to guarantee e-government initiatives' success and viability. This work analyzes several antecedent factors of the reliability of e-government services. Specifically, we focus on perceptions about the characteristics of e-government services (perceived security and privacy, and perceived ease-of-use), the technology and...