Perceived Social Presence of Anthropomorphized Chatbots
Four experiments assess the effectiveness of chatbot anthropomorphism in customer-chatbot interactions. The results show a significant positive effect of chatbot anthropomorphism on customer-related outcomes but only in pre-purchase situations, not post-purchase. Importantly, social presence mediates these effects. Shopping context and information sensitivity do not act as moderators of the effects.
Citation:
Miriam Biller, Elisa Konya-Baumbach, Sabine Kuester, and Sergej von Janda (2020) ,"Perceived Social Presence of Anthropomorphized Chatbots", in NA - Advances in Consumer Research Volume 48, eds. Jennifer Argo, Tina M. Lowrey, and Hope Jensen Schau, Duluth, MN : Association for Consumer Research, Pages: 52-56.
Authors
Miriam Biller, University of Mannheim
Elisa Konya-Baumbach, University of Mannheim
Sabine Kuester, University of Mannheim
Sergej von Janda, University of Mannheim
Volume
NA - Advances in Consumer Research Volume 48 | 2020
Share Proceeding
Featured papers
See MoreFeatured
B6. A Study About the Moderator Effect of the Information Trust in the Relationships Between the Users´ Participation in Virtual Communities and the Benefits Obtained.
Sara Campo, Autonomous University of Madrid
Jano Jiménez, Autonomous University of Madrid
Natalia Rubio, Universidad Autónoma of Madrid
Nieves Villaseñor, Universidad Autónoma of Madrid
Mªjesus Yague, Universidad Autónoma of Madrid
Featured
Easy To Be Selfish: Comparing the Influence of a Social Norm and an Individual Example
Zheshuai Yang, National University of Singapore, Singapore
Yan Zhang, National University of Singapore, Singapore
Featured
B5. Money Doesn’t Buy Happiness, But What About Buying Trust? The Effectiveness of Financial Compensation in Restoring Trust After Double Deviation
Valentina Ortiz Ubal, Universidade Federal do Rio Grande do Sul (UFRGS)
Cristiane Pizzutti, UFRGS
Katja Gelbrich, Catholic University Eichstätt-Ingolstadt