The DOI matches its Crossref record; 14 of the 14 references it cites were found in a registry or an index.
Do We Trust in AI? Role of Anthropomorphism and Intelligence
Abstract
AI applications are radically transforming the manner in which service providers and consumers interact. We explore how the humanness of AI applications affects consumers’ trust in these applications. Qualitative evidence collected with focus groups provides fresh insights into the roles of anthropomorphism and intelligence, as key constructs representing humanness. Our findings reveal the consumers’ perspective on the nuances of these constructs pertaining to services enabled by AI applications. It also extends current understanding of the phenomenon of the “uncanny valley,” by identifying conditions under which consumers experience discomfort and uneasiness as AI humanness increases in service environments.
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The emphasis on conceptual contributions by agent-like metaphor participants may be due to agents being conceptualized as capable of providing higher-order suggestions and conversing about the text conceptually with human-like nuance.
“This may have been due to agents not only being conceptualized as capable of providing suggestions or editing the text, but also receiving higher-order suggestions and conversing about the text conceptually with human-like nuance [60].”
From Where Do I 'Add the Egg'?: Exploring Agency and Ownership in AI Creative Co-Writing Systems (2026) · cites this paper as [60]
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Where Do I 'Add the Egg'?: Exploring Agency and Ownership in AI Creative Co-Writing Systems
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“This may have been due to the AI agents not only being conceptualized as capable of providing suggestions or editing the text, but also receiving higher-order suggestions and conversing about the text conceptually with human-like nuance [72].”
Where Do I 'Add the Egg'?: Exploring Agency and Ownership in AI Creative Co-Writing Systems
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Metadata
- Authors
- Troshani, I., Rao Hill, S., Sherman, C., & Arthur, D.
- Affiliations
- The University of Adelaide (AU)
- University of Adelaide, Adelaide, Australia
- Zayed University (AE)
- Corresponding author
- Troshani, Indrit
- Venue
- Journal of Computer Information Systems
- Publisher
- Informa UK Limited
- Published
- 2020-08-10
- Volume
- 61
- Issue
- 5
- Pages
- 481-491
- ISSN
- 0887-4417 (ISSN-L)
- 2380-2057
- OpenAlex
- W3048870688
- Cited by
- 228
- References
- 14
- Citations by year
- 2026: 58 · 2025: 77 · 2024: 41 · 2023: 24 · 2022: 18 · 2021: 9 · 2020: 1
- FWCI
- 5.11
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Journal of Computer Information Systems (publishedVersion)
- Topics
- Social Sciences › Business, Management and Accounting › Marketing › AI in Service Interactions
- Social Sciences › Psychology › Social Psychology › Social Robot Interaction and HRI
- Social Sciences › Business, Management and Accounting › Marketing › Customer Service Quality and Loyalty
- Keywords
- consumer trust in AI, anthropomorphism, artificial intelligence, perceived intelligence, uncanny valley, human-AI interaction, service environment
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