The DOI matches its Crossref record; 54 of the 54 references it cites were found in a registry or an index.
Enhancing chatbot effectiveness: The role of anthropomorphic conversational styles and time orientation
Open accessAbstract
Abstract Chatbots are increasingly engaged in retail settings, although research shows that consumers typically prefer engaging with humans over chatbots. Past literature has argued that anthropomorphising chatbots can lead to more effective consumer interactions. The current work further enhances this literature by showing that chatbots can be given human qualities like warmth and competence to enhance positive consumer experiences. However, we find that these exchanges are contingent on consumers’ time orientation. We conduct one pre-test (N = 103), two laboratory experiments (N = 213 and 233) and a third study engaging live chatbot conversations (N = 77) to test the premises of our study. The findings show that present-oriented subjects prefer a warm versus competent chatbot conversation, leading to favourable product decisions. Their counterparts, future-oriented subjects, prefer a competent vs. warm conversation. Brand perceptions further mediate these effects. The findings contribute to the literature on chatbot anthropomorphism and inform managerial decisions.
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Cited by
Cheng, X., Zhang, X., Cohen, J., & Mou, J. (2022) · Information Processing & Management · doi:10.1016/j.ipm.2022.102940 · Cited by 536
Tsai, W.-H. S., Liu, Y., & Chuan, C.-H. (2021) · Journal of Research in Interactive Marketing · doi:10.1108/jrim-12-2019-0200 · Cited by 394
Someone out there? A study on the social presence of anthropomorphized chatbots
Konya-Baumbach, E., Biller, M., & von Janda, S. (2023) · Computers in Human Behavior · doi:10.1016/j.chb.2022.107513 · Cited by 283
The effect of gender stereotypes on artificial intelligence recommendations
Ahn, J., Kim, J., & Sung, Y. (2022) · Journal of Business Research · doi:10.1016/j.jbusres.2021.12.007 · Cited by 207
Friend, mentor, lover: does chatbot engagement lead to psychological dependence?
Xie, T., Pentina, I., & Hancock, T. (2023) · Journal of Service Management · doi:10.1108/josm-02-2022-0072 · Cited by 204
Metadata
- Authors
- Roy, R., & Naidoo, V.
- Venue
- Journal of Business Research
- Publisher
- Elsevier BV
- Published
- 2021-03
- Volume
- 126
- Pages
- 23-34
- ISSN
- 0148-2963 (ISSN-L)
- OpenAlex
- W3116106880
- Cited by
- 389
- References
- 54
- FWCI
- 10.80
- Type
- journal article
- Language
- en
- Open access
- green
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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
