Purpose: The purpose of this study is to identify the key components pertaining and governing a Computer-Generated Influencer’s (CGI’s) identity and explores and analyzes the ensuing relationship between the CGI and its digital environment. Design/methodology/approach: This study follows an exploratory approach using in-depth interviews of CGI followers. A total of 37 in-depth interviews were then analyzed using an inductive thematic approach to steer data coding. Findings: CGIs are considered as brand entities that have a combination of components under their overall perceived identity. This study encompasses the different relational dimensions, whether from a follower’s followers, CGI-follower’s, CGI–human influencer’s or CGI-endorsed brand’s perspective. Originality/value: This research contributes a seminal work in the field of virtual influencers.

Organisations and marketers have long debated the consumer–brand relationship. Theorising related to this debate led to self-service technologies, which were implemented to both reduce costs and increase productivity by turning customers into co-producers of services or merely to keep up with technological developments. With the emergence of disruptive technologies, it is imperative to discuss the potential shift from a customer co-created value to a customer–technology relationship that could disrupt the value-based relationship model. In line with advancements in service-delivery drones, and based on the theory of planned behaviour framework, this paper pioneers the discussion on consumers’ intention to accept their use based on their related perceived risks, potential functional benefits, and relational attributes, leading to a new type of relationship with the brand – namely, the customer–drone relationship. This discussion opens a new direction for retailers and academics alike to reflect on during the coming years.