The DOI matches its Crossref record; 11 of the 11 references it cites were found in a registry or an index.
Online Consumer Trust and Live Help Interfaces: The Effects of Text-to-Speech Voice and Three-Dimensional Avatars
Abstract
With the increasing prevalence of online shopping, many companies have begun to provide "live help" functions, through instant messaging or text chatting, on their Web sites to facilitate interactions between online consumers and customer service representatives (CSRs). The continuing reliance of these functions on text-based communication limits nonverbal communication with consumers and the social contexts for the information conveyed. However, with the help of emerging multimedia technologies, companies can now use computer-generated voice and humanoid avatars to embody CSRs, thus enriching the interactive experiences of their customers. In this study, a laboratory experiment was conducted to empirically test the effects of text-to-speech (TTS) voice and 3-dimensional (3D) avatars on consumer trust toward CSRs. TTS voice was implemented to deliver answers aloud. A 3D avatar served as the humanoid representation of a CSR. The results demonstrated that the presence of TTS voice significantly increases consumers' cognitive and emotional trust toward the CSR. These findings offer practitioners guidelines to improve the interface design of real-time human-to-human communications for e-commerce Web sites.
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Cited by
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How perceptions of intelligence and anthropomorphism affect adoption of personal intelligent agents
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Metadata
- Authors
- Qiu, L., & Benbasat, I.
- Venue
- International Journal of Human-Computer Interaction
- Publisher
- Informa UK Limited
- Published
- 2005-09
- Volume
- 19
- Issue
- 1
- Pages
- 75-94
- ISSN
- 1044-7318 (ISSN-L)
- 1532-7590
- OpenAlex
- W2023298992
- Cited by
- 231
- References
- 11
- FWCI
- 5.50
- Type
- journal article
- Language
- en
- Open access
- closed
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- Qiu, L., & Benbasat, I. (2005). Online Consumer Trust and Live Help Interfaces: The Effects of Text-to-Speech Voice and Three-Dimensional Avatars. International Journal of Human-Computer Interaction. https://doi.org/10.1207/s15327590ijhc1901_6
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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).
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