Journal
COMPUTERS IN HUMAN BEHAVIOR
Volume 85, Issue -, Pages 183-189Publisher
PERGAMON-ELSEVIER SCIENCE LTD
DOI: 10.1016/j.chb.2018.03.051
Keywords
Disembodied conversational agents; Chatbots; Service encounters; Social presence; Anthropomorphism
Funding
- Amsterdam School of Communication Research (ASCoR), University of Amsterdam
Ask authors/readers for more resources
Disembodied conversational agents in the form of chatbots are increasingly becoming a reality on social media and messaging applications, and are a particularly pressing topic for service encounters with companies. Adopting an experimental design with actual chatbots powered with current technology, this study explores the extent to which human-like cues such as language style and name, and the framing used to introduce the chatbot to the consumer can influence perceptions about social presence as well as mindful and mindless anthropomorphism. Moreover, this study investigates the relevance of anthropomorphism and social presence to important company-related outcomes, such as attitudes, satisfaction and the emotional connection that consumers feel with the company after interacting with the chatbot. (C) 2018 Elsevier Ltd. All rights reserved.
Authors
I am an author on this paper
Click your name to claim this paper and add it to your profile.
Reviews
Recommended
No Data Available