RT Journal Article
T1 How Chatbot Language Shapes Consumer Perceptions: The Role of Concreteness and Shared Competence.
A1 Jiménez-Barreto, Jano
A1 Rubio, Natalia
A1 Molinillo-Jiménez, Sebastián
K1 Consumo - Efectos de las innovaciones tecnológicas
K1 Consumidores - Conducta
K1 Inteligencia artificial
AB In service settings, chatbots frequently are associated with substandard care, depersonalization, and linguistic misunderstandings. Drawing on assemblage theory (i.e., the examination of how heterogeneous parts, through their ongoing interaction, create an emergent whole with new capacities that the parts themselves do not have), the authors investigate how chatbots’ language concreteness—the specificity of words used during interactions with consumers—can help improve satisfaction, willingness to use the chatbot, and perceived shopping efficiency. Across three experiments, the findings reveal a psychological mechanism driven by concrete chatbot language that makes chatbots seem competent and reinforces consumer self-competence, in turn boosting satisfaction, willingness to use the chatbot, and perceived shopping efficiency. This pattern of results contributes to consumer behavior by providing evidence of the chatbot language concreteness effect on consumer–chatbot interactions. For practitioners, the authors outline conversational designs that could help optimize implementation of chatbots in customer service.
PB Sage
YR 2023
FD 2023-07-02
LK https://hdl.handle.net/10630/28500
UL https://hdl.handle.net/10630/28500
LA eng
NO Jiménez-Barreto, J., Rubio, N., & Molinillo, S. (2023). How Chatbot Language Shapes Consumer Perceptions: The Role of Concreteness and Shared Competence. Journal of Interactive Marketing, 2023, 58(4) 380-399.
NO Política de acceso abierto tomada de: https://v2.sherpa.ac.uk/id/publication/13968 (submitted version)
NO The author(s) disclosed receipt of the following financial support for the research, authorship, and/or publication of this article: This work was supported by the TED2021-129513B-C22 project, the Spanish Ministry of Science and Innovation (Ministerio de Ciencia e Innovación), and the European Union NextGenerationEU/PRTR (grant numbers 130519B-I00, AEI/10.13039/501100011033, PID2020-113561RB-I00).
DS RIUMA. Repositorio Institucional de la Universidad de Málaga
RD 20 ene 2026