Publicação
When sales agents aren’t human: how identity disclosure, social presence, and speciesism shape trust
| dc.contributor.author | Cicco, Roberta De | |
| dc.contributor.author | Elmashhara, Maher Georges | |
| dc.contributor.author | Silva, Susana Costa | |
| dc.contributor.author | Hammerschmidt, Maik | |
| dc.date.accessioned | 2026-02-03T11:29:07Z | |
| dc.date.available | 2026-02-03T11:29:07Z | |
| dc.date.issued | 2025-10-01 | |
| dc.description.abstract | Telling customers they are interacting with an AI sales agent can reduce trust and sales, even if the bot works perfectly. Our research shows this negative effect is driven by a consumer bias called "speciesism"—a preference for humans over machines. The solution is strategic: disclose the bot's identity before the conversation begins, and design it with a high "social presence" using emojis, humor, and personalization. This approach maintains transparency while preserving customer trust and purchase intentions. | eng |
| dc.identifier.citation | Cicco, R. D., Elmashhara, M. G., Silva, S. C., & Hammerschmidt, M. (2025, Oct). When sales agents aren’t human: how identity disclosure, social presence, and speciesism shape trust. Universidade Católica Portuguesa. https://doi.org/10.34632/ecc4ca0b-1ff1-432a-8d94-4f4573e39be3 | |
| dc.identifier.doi | 10.34632/ecc4ca0b-1ff1-432a-8d94-4f4573e39be3 | |
| dc.identifier.other | ecc4ca0b-1ff1-432a-8d94-4f4573e39be3 | |
| dc.identifier.uri | http://hdl.handle.net/10400.14/56912 | |
| dc.language.iso | eng | |
| dc.peerreviewed | no | |
| dc.publisher | Universidade Católica Portuguesa | |
| dc.rights.uri | N/A | |
| dc.title | When sales agents aren’t human: how identity disclosure, social presence, and speciesism shape trust | eng |
| dc.type | Other | |
| dspace.entity.type | Publication | |
| oaire.version | http://purl.org/coar/version/c_970fb48d4fbd8a85 |
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