Mostrar el registro sencillo del ítem

dc.contributor.authorMolinillo-Jimenez, Sebastian 
dc.contributor.authorViglia, Giampaolo
dc.contributor.authorDomínguez Gómez, Javier
dc.contributor.authorEkinci, Yuksel
dc.date.accessioned2019-07-31T06:32:02Z
dc.date.available2019-07-31T06:32:02Z
dc.date.created2019
dc.date.issued2019-07-31
dc.identifier.urihttps://hdl.handle.net/10630/18185
dc.description.abstractThe development of artificial intelligence has led many companies to introduce computer operated chatbots that provide highly personalized services. The aim of this study is to explore the effect of perceived expertise on continuance intention to use a chatbot. Specifically, we portray that perceived trust is the mechanism behind this relationship and chatbot appearance (i.e., human-like vs. robot-like) a boundary condition for the effect. The research hypotheses were experimentally tested with a pilot study (n=89). Participants accessed to a simulated online chatbot for booking hotels: 41 were randomly assigned to a human-like chatbot and 38 to a robot-like chatbot. The perceived expertise of the service agent influences - through trust - consumers’ continuance intention to use the chatbot again. However, we do not find support for the moderating effect of perceived expertise on trust. These findings have practical implications as they encourage companies to adopt the chatbot as an effective channel for the provision of certain services. In addition, they can help developers to improve the design of online interactions mediated by robots.en_US
dc.description.sponsorshipUniversidad de Málaga. Campus de Excelencia Internacional Andalucía Tech.en_US
dc.language.isoengen_US
dc.rightsinfo:eu-repo/semantics/openAccessen_US
dc.rights.urihttp://creativecommons.org/licenses/by-nc-nd/4.0/*
dc.subjectMarketingen_US
dc.subjectInteligencia artificialen_US
dc.subject.otherChatboten_US
dc.subject.otherAppearanceen_US
dc.subject.otherPerceived expertiseen_US
dc.subject.otherTrusten_US
dc.subject.otherContinuance intention to useen_US
dc.subject.otherPersonalized serviceen_US
dc.subject.otherConsumer behaviouren_US
dc.subject.otherOnline servicesen_US
dc.titleThis chatbot is a smart one! Does perceived expertise increase willingness to interact with chatbots?en_US
dc.typeinfo:eu-repo/semantics/conferenceObjecten_US
dc.centroFacultad de Ciencias Económicas y Empresarialesen_US
dc.relation.eventtitleAIRSI2019 Artificial Intelligence & Robotics in Service Interactions: trends, benefits, and challengesen_US
dc.relation.eventplaceZaragozaen_US
dc.relation.eventdate8-9 July 2019en_US
dc.rights.ccAttribution-NonCommercial-NoDerivatives 4.0 Internacional*


Ficheros en el ítem

Este ítem aparece en la(s) siguiente(s) colección(ones)

Mostrar el registro sencillo del ítem

Attribution-NonCommercial-NoDerivatives 4.0 Internacional
Excepto si se señala otra cosa, la licencia del ítem se describe como Attribution-NonCommercial-NoDerivatives 4.0 Internacional