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Updated: Jul 25, 2025

Applying an eMASS Customization Program as a Research Tool to Evaluate Consumer Benefits
Published on: September 27, 2019
Online recommenders' anthropomorphism improves user response to hedonic and benefit-based product appeals through the
Wojciech Trzebiński1, Beata Marciniak1, Eliza Kulczycka1
1Department of Market, Marketing and Quality, Collegium of Management and Finance, SGH Warsaw School of Economics, Warsaw, Poland.
Abstract:
Previous studies reveal the limited effectiveness of benefit-based and hedonic-based product recommendations provided by online recommenders, and recommender anthropomorphism is considered a remedy. This paper aims to investigate the positive effect of anthropomorphism by involving the online recommender's perceived ability to learn as a mediator. Based on schema congruity theory, perceived benefit/hedonic appeals appropriateness is considered a dependent variable. In Study 1, subtle anthropomorphic cues within an online recommender had a positive effect on perceived benefit-appeals appropriateness through the perceived ability to learn. Study 2 demonstrated the positive relationship between perceived anthropomorphism and perceived hedonic-appeal appropriateness, with the mediating role of the perceived ability to learn. The results advance the knowledge about consumer response to online recommenders from the perspective of anthropomorphism and schema congruity theory. Marketers and consumer organizations are advised on how to deal with online recommender systems providing benefit and hedonic appeals.
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