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Should a chatbot disclose itself? Implications for an online conversational retailer

dc.contributor.authorCicco, Roberta De
dc.contributor.authorSilva, Susana Cristina Lima da Costa e
dc.contributor.authorPalumbo, Riccardo
dc.date.accessioned2023-10-02T16:26:36Z
dc.date.available2023-10-02T16:26:36Z
dc.date.issued2021
dc.description.abstractToday many consumers prefer interactions with companies via chat and instant messaging, however, although in most cases it is now a virtual agent to handle the interactions, many of them feel it would be eerie if a chatbot pretended to be human. The present study aims at disentangling this sort of ambivalence people have for chatbots through an investigation on how the explicit disclosure of the chatbot identity, before the interaction, influences consumers’ perceptions. Specifically, this study compares the effects that the explicit disclosure of the chatbot identity has on social presence trust and users’ attitudes toward the online retailer. Findings from an online experiment with 160 participants show that interacting with the chatbot whose identity has been primed through a disclosure leads to less perceived social presence, trust, and attitude toward the online retailer, compared to interacting with the chatbot whose identity has not been disclosed before the interaction. The study further analyses a causal chain among the variables, proving that social presence and trust mediate the relationship between the chatbot identity disclosure and the attitude toward the online retailer.pt_PT
dc.description.versioninfo:eu-repo/semantics/acceptedVersionpt_PT
dc.identifier.doi10.1007/978-3-030-68288-0_1pt_PT
dc.identifier.eid85101498876
dc.identifier.isbn9783030682873
dc.identifier.isbn9783030682880
dc.identifier.urihttp://hdl.handle.net/10400.14/42732
dc.language.isoengpt_PT
dc.peerreviewedyespt_PT
dc.publisherSpringer Nature Switzerland AGpt_PT
dc.subjectAttitude toward the online retailerpt_PT
dc.subjectChatbotpt_PT
dc.subjectDisclosurept_PT
dc.subjectSocial presencept_PT
dc.subjectTrustpt_PT
dc.titleShould a chatbot disclose itself? Implications for an online conversational retailerpt_PT
dc.typebook part
dspace.entity.typePublication
oaire.citation.conferencePlaceNetherlandspt_PT
oaire.citation.endPage15pt_PT
oaire.citation.startPage3pt_PT
oaire.citation.titleChatbot Research and Design - 4th International Workshop, CONVERSATIONS 2020, Revised Selected Papers: Chatbot Research and Designpt_PT
oaire.citation.volume12604pt_PT
rcaap.rightsopenAccesspt_PT
rcaap.typebookPartpt_PT

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