Human vs chatbot : who is perceived as more trustworthy?

Rozumowski, Anna; Rellstab, Rolf; Klaas, Michael

Publication type:	Conference paper
Type of review:	Peer review (publication)
Title:	Human vs chatbot : who is perceived as more trustworthy?
Authors:	Rozumowski, Anna Rellstab, Rolf Klaas, Michael
et. al:	No
Proceedings:	e-CASE & e-Tech 2019 Proceedings
Editors of the parent work:	Chian-Son, Yu Chien-kuo, Li Ta-Wei, Hung
Page(s):	45
Pages to:	57
Conference details:	e-CASE & e-Tech 2019, Fukuoka, Japan, 1-3 April 2019
Issue Date:	2019
Publisher / Ed. Institution:	Chulalongkorn University
Publisher / Ed. Institution:	Japan
Language:	English
Subject (DDC):	150: Psychology 620: Engineering
Abstract:	In response to the increasing importance of e-commerce, new communication modes have been developed. For example, chatbot technologies were designed to interact efficiently with customers. As trust can have positive effects on purchasing intentions, trust is the basis of successful business relationships. Trust is also fundamental to the virtual environment and, therefore, users’ trust is a prerequisite of conversational agents, such as chatbots. According to the model of trust, the main judging dimensions in the trust-formation process are warmth and competence. There is still little research on how these trust assessments are made in virtual contact. Moreover, existing research does not provide clear results about the extent of the difference in the interrelationships of sympathy, competence, and trust between human-machine interactions and human-human interactions. Therefore, the present study addresses this gap in research and analysis of trust assessments in human-machine and human-human sales interactions. To test our hypotheses, an experiment was conducted that included a chat-based live sales interaction which the test subjects participated in and evaluated. 98 people took part in the simulation. The results show that the warmth of human-human interaction is perceived as equal to that of human-chatbot interaction. No differences were found in the competence perceptions of the human-chatbot or human-human interactions.
URI:	https://digitalcollection.zhaw.ch/handle/11475/17465
Fulltext version:	Published version
License (according to publishing contract):	Licence according to publishing contract
Departement:	School of Management and Law
Organisational Unit:	Institute of Marketing Management (IMM)
Appears in collections:	Publikationen School of Management and Law

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Rozumowski, A., Rellstab, R., & Klaas, M. (2019). Human vs chatbot : who is perceived as more trustworthy? [Conference paper]. In Y. Chian-Son, L. Chien-kuo, & H. Ta-Wei (Eds.), e-CASE & e-Tech 2019 Proceedings (pp. 45–57). Chulalongkorn University.

Rozumowski, A., Rellstab, R. and Klaas, M. (2019) ‘Human vs chatbot : who is perceived as more trustworthy?’, in Y. Chian-Son, L. Chien-kuo, and H. Ta-Wei (eds) e-CASE & e-Tech 2019 Proceedings. Japan: Chulalongkorn University, pp. 45–57.

A. Rozumowski, R. Rellstab, and M. Klaas, “Human vs chatbot : who is perceived as more trustworthy?,” in e-CASE & e-Tech 2019 Proceedings, 2019, pp. 45–57.

ROZUMOWSKI, Anna, Rolf RELLSTAB und Michael KLAAS, 2019. Human vs chatbot : who is perceived as more trustworthy? In: Yu CHIAN-SON, Li CHIEN-KUO und Hung TA-WEI (Hrsg.), e-CASE & e-Tech 2019 Proceedings. Conference paper. Japan: Chulalongkorn University. 2019. S. 45–57

Rozumowski, Anna, Rolf Rellstab, and Michael Klaas. 2019. “Human Vs Chatbot : Who Is Perceived as More Trustworthy?” Conference paper. In E-CASE & E-Tech 2019 Proceedings, edited by Yu Chian-Son, Li Chien-kuo, and Hung Ta-Wei, 45–57. Japan: Chulalongkorn University.

Rozumowski, Anna, et al. “Human Vs Chatbot : Who Is Perceived as More Trustworthy?” E-CASE & E-Tech 2019 Proceedings, edited by Yu Chian-Son et al., Chulalongkorn University, 2019, pp. 45–57.