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“Emotional chatbots” create trust

June 18, 2024

Ilona Pezenka, Gerald Janous and David Dobrowsky from the Department of Communication, together with Lili Aunimo from the Haaga-Helia University of Applied Sciences in Helsinki, studied the emotionality of chatbots. Their results show that chatbots with emotional elements are perceived as more trustworthy and can improve interactive human-machine communication. […]Read more on “Emotional chatbots” create trust

How customers perceive accents of service staff on holiday

June 10, 2024

David Bourdin, Senior Researcher in the Department of Communication at FHWien der WKW, presented his latest findings on stereotypical perceptions of service personnel with accents at the "La Londe International Research Conference in Service Management". […]Read more on How customers perceive accents of service staff on holiday

Best Paper Award for master’s thesis on the perception of sustainability aspects in packaging

May 8, 2024

A study based on a master's thesis on the influence of sustainability aspects on product perception was honoured twice with the AMTP Best Paper Award. […]Read more on Best Paper Award for master’s thesis on the perception of sustainability aspects in packaging

The role of emotion in nature-based tourism commercials

February 29, 2024

Senior Researcher Ilona Pezenka investigates emotional reactions to video elements by using Facial Expression Analysis (FEA) via the Web Analytics Lab from FHWien der WKW. […]Read more on The role of emotion in nature-based tourism commercials

Tourism advertising between AI and cultural background

February 1, 2024

Ilona Pezenka, Senior Researcher at the Department of Communication at FHWien der WKW, presented recent research results on the relevance of cultural background in tourism advertising videos at the international ENTER conference. The annual conference of the International Federation for Information Technology and Travel and Tourism (IFITT) took place in Izmir (Turkey) in January 2023. […]Read more on Tourism advertising between AI and cultural background

What actually counts in sustainability features at online stores

October 4, 2023

At the EMAC conference, David Bourdin and Ilona Pezenka presented an eye tracking study based on a master's thesis that examines the impact of sustainability features in online fashion stores on perceived product sustainability. […]Read more on What actually counts in sustainability features at online stores

How customers love brands

July 26, 2023

Customers can develop very personal relationships with brands. Senior Researcher David Bourdin has now developed a robust scale that can be used across countries and studies to measure these customer-brand relationship norms. […]Read more on How customers love brands

Study on cultural stereotypes in services improves staff training

July 18, 2023

Negative foreign accents evoke cultural stereotypes in customers. However, targeted personal training can increase customer satisfaction. […]Read more on Study on cultural stereotypes in services improves staff training

Keeping better track of “digital breadcrumbs” along tourist paths

April 13, 2023

Ilona Pezenka from the Marketing & Sales Management Study Programs at FHWien der WKW presented a social media analysis of the Montafon tourism region in Johannesburg, South Africa. […]Read more on Keeping better track of “digital breadcrumbs” along tourist paths

David Bourdin as guest lecturer in Northern France

March 31, 2023

Senior Researcher David Bourdin gave three guest lectures on international brand positioning and intercultural consumer behavior at the Université Catholique de Lille. […]Read more on David Bourdin as guest lecturer in Northern France