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It’s on its way: chatbots applied for online food delivery services, social or task-oriented interaction style?

2021Journal article Restricted access
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dc.contributor.authorCicco, Roberta de
dc.contributor.authorSilva, Susana Cristina Lima da Costa e
dc.contributor.authorAlparone, Francesca Romana
dc.date.accessioned2020-12-09T13:05:01Z
dc.date.available2020-12-09T13:05:01Z
dc.date.issued2021
dc.description.abstractResearch has yet to explore the spread of chatbots into the foodservice delivery sector and its impact on the customer’s experience, especially in a moment when the Internet seems to be the tool to meet needs associated with being physically apart. In order to fill this gap, the present study addresses the implications that chatbots’ interaction styles have for younger consumers using this channel for conversational online food delivery (OFD) services. Specifically, this study provides theoretical and practical insights into whether the conversational design of chatbots can influence social, affective, and behavioral intent outcomes. The study adopts an experimental design to investigate the effects of a social- versus task-oriented interaction style chatbot on the level of social presence and trust (social outcomes), perceived enjoyment (affective outcome), and intention to use the conversational OFD service in the future (behavioral intent outcome). Findings from a sample of 171 participants show that the interaction with the chatbot set up with a social-oriented interaction style increased users’ perception of social presence and perceived enjoyment, while it did not have any direct and significant effect on trust and intention to use. The study further supports the role of social presence, trust, and perceived enjoyment as mediators between the chatbot’s interaction style and the intention to use the conversational OFD service.pt_PT
dc.description.versioninfo:eu-repo/semantics/publishedVersionpt_PT
dc.identifier.citationCicco, R. D., Silva, S. C. L. D. C. E., & Alparone, F. R. (2021). “It’s on its way”: chatbots applied for online food delivery services, social or task-oriented interaction style? Journal of Foodservice Business Research, 24(2), 140-164. https://doi.org/10.1080/15378020.2020.1826268pt_PT
dc.identifier.doi10.1080/15378020.2020.1826268pt_PT
dc.identifier.eid85091730526
dc.identifier.eissn1537-8039
dc.identifier.issn1537-8020
dc.identifier.urihttp://hdl.handle.net/10400.14/31435
dc.language.isoengpt_PT
dc.peerreviewedyespt_PT
dc.publisherTaylor & Francispt_PT
dc.subjectOnline food delivery servicept_PT
dc.subjectChatbotpt_PT
dc.subjectInteraction stylept_PT
dc.subjectSocial presencept_PT
dc.subjectTrustpt_PT
dc.subjectPerceived enjoymentpt_PT
dc.subjectIntention to usept_PT
dc.titleIt’s on its way: chatbots applied for online food delivery services, social or task-oriented interaction style?pt_PT
dc.typejournal article
dspace.entity.typePublication
oaire.citation.endPage164
oaire.citation.issue2
oaire.citation.startPage140
oaire.citation.titleJournal of Foodservice Business Researchpt_PT
oaire.citation.volume24
person.familyNameDe Cicco
person.familyNameSilva
person.familyNameALPARONE
person.givenNameRoberta
person.givenNameSusana C.
person.givenNameFrancesca Romana
person.identifierE-2200-2014
person.identifier.ciencia-id5818-1A55-F727
person.identifier.orcid0000-0001-7835-2274
person.identifier.orcid0000-0001-7979-3944
person.identifier.orcid0000-0001-9994-6629
person.identifier.ridE-2200-2014
person.identifier.scopus-author-id37076829400
person.identifier.scopus-author-id6508383476
rcaap.rightsrestrictedAccesspt_PT
rcaap.typearticlept_PT
relation.isAuthorOfPublication5b457cd3-6241-452c-a475-0a217dceecc8
relation.isAuthorOfPublication42214927-65c3-42a2-98ea-ae8c3a3eae19
relation.isAuthorOfPublicatione6048a90-9614-448c-877a-8467a311d208
relation.isAuthorOfPublication.latestForDiscovery42214927-65c3-42a2-98ea-ae8c3a3eae19

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