Emotional expression by artificial intelligence chatbots to improve customer satisfaction: Underlying mechanism and boundary conditions

Tourism Management, Journal Year: 2023, Volume and Issue: 100, P. 104835 - 104835

Published: Sept. 11, 2023

Language: Английский

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I, chatbot! the impact of anthropomorphism and gaze direction on willingness to disclose personal information and behavioral intentions

Psychology and Marketing, Journal Year: 2023, Volume and Issue: 40(7), P. 1372 - 1387

Published: March 24, 2023

Abstract The present research focuses on the interplay between two common features of customer service chatbot experience: gaze direction and anthropomorphism. Although dominant approach in marketing theory practice is to make chatbots as human‐like possible, current study, built humanness‐value‐loyalty model, addresses chain effects through which chatbots' nonverbal behaviors affect customers' willingness disclose personal information purchase intentions. By means experiments that adopt a real simulated shopping environment (i.e., car rental travel insurance), work allows us understand how reduce individuals' tendency see conversational agents less knowledgeable empathetic compared with humans. results show warmth perceptions are affected by direction, whereas competence Warmth found be key drivers consumers’ skepticism toward chatbot, which, turn, affects trust provider hosting ultimately leading consumers more willing their repatronize e‐tailer future. Building Theory Mind, our perceiving from makes individuals skeptical long they feel good at detecting others’ ultimate

Language: Английский

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Can you sense without being human? Comparing virtual and human influencers endorsement effectiveness

Journal of Retailing and Consumer Services, Journal Year: 2023, Volume and Issue: 75, P. 103456 - 103456

Published: June 15, 2023

Language: Английский

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Social companionship with artificial intelligence: Recent trends and future avenues

Technological Forecasting and Social Change, Journal Year: 2023, Volume and Issue: 193, P. 122634 - 122634

Published: May 20, 2023

The social companionship (SC) feature in conversational agents (CAs) enables the emotional bond and consumer relationships. heightened interest SC with CAs led to exponential growth publications scattered across disciplines fragmented findings, thus limiting holistic understanding of domain warrants a macroscopic view guide future research directions. present study fills void by offering comprehensive literature review entailing science performance intellectual structure mapping. revealed domain's major theories, constructs, thematic structure. Thematic content analysis resulted conceptual framework encompassing antecedents, mediators, moderators, consequences CAs. discusses directions guiding practitioners academicians designing efficient ethical AI companions.

Language: Английский

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Effects of chatbot-assisted in-class debates on students’ argumentation skills and task motivation

Computers & Education, Journal Year: 2023, Volume and Issue: 203, P. 104862 - 104862

Published: June 7, 2023

Language: Английский

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Consumer–machine relationships in the age of artificial intelligence: Systematic literature review and research directions

Psychology and Marketing, Journal Year: 2023, Volume and Issue: 40(8), P. 1593 - 1614

Published: June 2, 2023

Abstract Recent advancements in artificial intelligence (AI) and the emergence of AI‐based social applications market have propelled research on possibility consumers developing relationships with AI. Motivated by diversity approaches inconsistent findings this emerging stream, systematic literature review analyzes 37 peer‐reviewed empirical studies focusing human–AI published between 2018 2023. We identify three major theoretical domains (social psychology, communication media studies, human–machine interactions) as foundations for conceptual development, detail theories used reviewed papers. Given radically new nature AI innovation, we recommend a novel approach that would synergistically utilize cross‐disciplinary literature. Analysis methodology indicates quantitative dominate while qualitative, longitudinal, mixed‐method are infrequently. Examination models variables suggests need to reconceptualize factors processes relationship, such agency, autonomy, authenticity, reciprocity, empathy, better correspond context. Based our analysis, propose an integrative framework offer directions future incorporate develop comprehensive theory human ‐ relationships, explore nomological networks its key constructs, implement methodological variety triangulation.

Language: Английский

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Investigating student acceptance of an academic advising chatbot in higher education institutions

Education and Information Technologies, Journal Year: 2023, Volume and Issue: 29(5), P. 6357 - 6382

Published: Aug. 3, 2023

Language: Английский

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Higher Education Students’ Task Motivation in the Generative Artificial Intelligence Context: The Case of ChatGPT

Information, Journal Year: 2024, Volume and Issue: 15(1), P. 33 - 33

Published: Jan. 8, 2024

Artificial intelligence has been attracting the attention of educational researchers recently, especially ChatGPT as a generative artificial tool. The context could impact different aspects students’ learning, such motivational aspect. present research intended to investigate characteristics task motivation in context, specifically context. interviewed 15 students about their experiences with collect data. used inductive and deductive content analysis when learning ChatGPT. To arrive at categories sub-categories motivation, MAXQDA 2022. Five main emerged: enjoyment, reported effort, result assessment, perceived relevance, interaction. Each category comprised least two sub-categories, each sub-category was further organized into codes. results indicated more positive than negative ones. previous be due conversational or social aspect chatbot, enabling relationships humans maintenance good quality conversations them. We conclude that AI utilized settings promote learn thus raise achievement.

Language: Английский

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Chatbots’ effectiveness in service recovery

International Journal of Information Management, Journal Year: 2023, Volume and Issue: 76, P. 102679 - 102679

Published: July 11, 2023

Leveraging the computers are social actors theory, in this study, we explore traits of artificial intelligence-based chatbots that make them perceived as trustworthy, drive consumers to forgive firm for service failure, and reduce their propensity spread negative word-of-mouth against firm. Across two scenario-based studies with UK consumers: one a utilitarian product category (n = 586) another hedonic 508), qualitative our findings suggest safety enhances consumers' ability empathy, anthropomorphism benevolence integrity chatbots, i.e., three affect components trustworthiness differently. Further, these have positive influence on customer forgiveness word-of-mouth.

Language: Английский

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Understanding students’ adoption of the ChatGPT chatbot in higher education: the role of anthropomorphism, trust, design novelty and institutional policy

Behaviour and Information Technology, Journal Year: 2024, Volume and Issue: unknown, P. 1 - 22

Published: Feb. 16, 2024

The present research aims to highlight the underlying factors that drive students' adoption of ChatGPT chatbot in higher education. This study extends meta-UTAUT framework by including additional exogenous anthropomorphism, trust, design novelty, and institutional policy. Empirical examination with Structural Equation Modelling among 355 students Dutch education institutions revealed attitude behavioural intention as significant positive predictors use behaviour. Institutional policy negatively moderated effect on Behavioural was significantly positively influenced attitude, performance expectancy, social influence, facilitating conditions. Anthropomorphism, effort expectancy were unveiled antecedents attitude. central theoretical contributions this include investigating behaviour instead intention, establishing a core construct, underlining highlighting importance contributes prior technology adoption, especially area artificial intelligence findings yield valuable insights for designers, product managers, writers.

Language: Английский

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