Machine Talk: How Conversational Chatbots Promote Brand Intimacy and Influence Consumer Choice

This work examines the effects of conversational chatbot interfaces on consumers’ brand perceptions and purchase decisions. Evidence from four experiments shows that incorporating such interfaces into the shopping process promotes more intimate consumer-brand relationships and increases consumers’ inclination to choose more higher-priced premium offers compared to traditional interfaces.



Citation:

Thomas Hilden, Christian Hildebrand, and Gerald Häubl (2018) ,"Machine Talk: How Conversational Chatbots Promote Brand Intimacy and Influence Consumer Choice", in NA - Advances in Consumer Research Volume 46, eds. Andrew Gershoff, Robert Kozinets, and Tiffany White, Duluth, MN : Association for Consumer Research, Pages: 33-38.

Authors

Thomas Hilden, University of Geneva, Switzerland
Christian Hildebrand, University of Geneva, Switzerland
Gerald Häubl, University of Alberta, Canada



Volume

NA - Advances in Consumer Research Volume 46 | 2018



Share Proceeding

Featured papers

See More

Featured

Narrative Transportation and Cognitive Responses: The Other Side of the Story

Rebecca Krause, Northwestern University, USA
Derek Rucker, Northwestern University, USA

Read More

Featured

Signaling Fun: Anticipated Sharing Leads to Hedonic Choice

Nicole Kim, University of Maryland, USA
Rebecca Ratner, University of Maryland, USA

Read More

Featured

Narrow Algorithmic Searches Perpetuate Bias

Eugina (Wai Lun) Leung, Erasmus University Rotterdam, The Netherlands
Oleg Urminsky, University of Chicago, USA

Read More

Engage with Us

Becoming an Association for Consumer Research member is simple. Membership in ACR is relatively inexpensive, but brings significant benefits to its members.