Chatbots in retailers’ customer communication: How to measure their acceptance?

Rese, Alexandra; Ganster, Lena; Baier, Daniel

doi:10.1016/j.jretconser.2020.102176

Cited by 175 publications

(98 citation statements)

References 71 publications

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“…On that account, recent studies have focused on examining different aspects related to trust or privacy concerns with regard to chatbots (e.g. [19][20][21][22]). For instance, through an exploratory interview study, Følstad et al [19] examined the determinant trust factors for customer service chatbots from a user perspective.…”

Section: Trust and Privacy Concerns In Chatbot Systemsmentioning

confidence: 99%

“…The study showed that only trust had a direct influence on the intention to use shopping chatbots. Likewise, Rese et al [22] investigated the factors influencing the intention to use shopping chatbots using TAM and the uses and gratification theory. The results shown that privacy concerns have a significant negative impact on the intention to use shopping chatbots even when these do not sell products directly.…”

Section: Trust and Privacy Concerns In Chatbot Systemsmentioning

confidence: 99%

“…This demands a consideration of technology acceptance factors such as ease of use as well as trust and privacy concerns. However, the combination of trust and privacy concern factors and their intersection with TAM constructs has received limited attention in relation to chatbots [21,22]. Despite the fact that the successful use of chatbots can offer unique opportunities for insurance companies [2,10], there is no study that examines trust and privacy concerns in relation to the subjective acceptance factors underlying the users' behavioral intentions to interact with ICB and offer design implications for their future development.…”

Section: Trust and Privacy Concerns In Chatbot Systemsmentioning

confidence: 99%

“…The most used theoretical model for identifying and predicting the factors that drive the intention to use and the acceptance of technological innovations is the TAM of Davis [23], which has been the base for theoretical extensions such as the TAM2 [24] and the unified theory of acceptance and use of technology (UTAUT) model [25]. Given that TAM offers a broad spectrum of questions related to acceptance factors [21] and allows a robust application into several contexts while remaining on a general level (ease of use and perceived usefulness) [22,24], we decided to apply TAM within this analysis. In previous studies, TAM was used in its original version as well as in combination with other variables.…”

Section: The Interplay Between Chatbot Acceptance Trust and Privacy mentioning

confidence: 99%

“…But an extension of the model to include technology-specific external variables [21,23,26] is recommended to strengthen the predictive and explanatory power [27]. We have done this by including the variables trust and privacy concerns, following the approach of previous studies on trust and technology acceptance (see e.g., [5,21,26] as well as on privacy concerns and technology acceptance (see e.g., [22,26,28] in diverse application areas.…”

Section: The Interplay Between Chatbot Acceptance Trust and Privacy mentioning

confidence: 99%

See 4 more Smart Citations

A Matter of Trust? Examination of Chatbot Usage in Insurance Business

Cardona¹,

Janssen²,

Guhr³

et al. 2021

Proceedings of the Annual Hawaii International Conference on System Sciences

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Critical success factors such as trust and privacy concerns have been recognized as grand challenges for research of intelligent interactive technologies. Not only their ethical, legal, and social implications, but also their role in the intention to use these technologies within high risk and uncertainty contexts must be investigated. Nonetheless, there is a lack of empirical evidence about the factors influencing user's intention to use insurance chatbots (ICB). To close this gap, we analyze (i) the effect of trust and privacy concerns on the intention to use ICB and (ii) the importance of these factors in comparison with the widely studied technology acceptance variables of perceived usefulness and perceived ease of use. Based on the results of our online survey with 215 respondents and partial least squares structural equation modelling (PLS-SEM), our findings indicate that although trust is important, other factors, such as the perceived usefulness, are most critical for ICB usage.

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Section: Trust and Privacy Concerns In Chatbot Systemsmentioning

confidence: 99%

Section: Trust and Privacy Concerns In Chatbot Systemsmentioning

confidence: 99%

Section: Trust and Privacy Concerns In Chatbot Systemsmentioning

confidence: 99%

Section: The Interplay Between Chatbot Acceptance Trust and Privacy mentioning

confidence: 99%

Section: The Interplay Between Chatbot Acceptance Trust and Privacy mentioning

confidence: 99%

See 3 more Smart Citations

A Matter of Trust? Examination of Chatbot Usage in Insurance Business

Cardona¹,

Janssen²,

Guhr³

et al. 2021

Proceedings of the Annual Hawaii International Conference on System Sciences

View full text Add to dashboard Cite

show abstract

Artificial intelligence changes the way we work: A close look at innovating with chatbots

Wang

Lin

Shao

2022

Asso for Info Science & Tech

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An enhanced understanding of the innovative use of artificial intelligence (AI) is essential for organizations to improve work design and daily business operations. This study's purpose is to offer insights into how AI can transform organizations' work practices through diving deeply into its innovative use in the context of a primary AI tool, a chatbot, and examining the antecedents of innovative use by conceptualizing employee trust as a multidimensional construct and exploring employees' perceived benefits. In particular, we have conceptualized employee trust in chatbots as a second‐order construct, including three first‐order variables: trust in functionality, trust in reliability, and trust in data protection. We collected data from 202 employees. The results supported our conceptualization of trust in chatbots and showed that three dimensions of first‐order trust beliefs have relatively the same level of importance. Further, both knowledge support and work–life balance enhance trust in chatbots, which in turn leads to innovative use of chatbots. Our study contributes to the existing literature by introducing the new conceptualization of trust in chatbots and examining its antecedents and outcomes. The results can provide important practical insights regarding how to support innovative use of chatbots as the new way we organize work.

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A literature review of user privacy concerns in conversational chatbots: A social informatics approach: An Annual Review of Information Science and Technology (ARIST) paper

Gumusel

2024

Asso for Info Science & Tech

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Since the introduction of OpenAI's ChatGPT‐3 in late 2022, conversational chatbots have gained significant popularity. These chatbots are designed to offer a user‐friendly interface for individuals to engage with technology using natural language in their daily interactions. However, these interactions raise user privacy concerns due to the data shared and the potential for misuse in these conversational information exchanges. Furthermore, there are no overarching laws and regulations governing such conversational interfaces in the United States. Thus, there is a need to investigate the user privacy concerns. To understand these concerns in the existing literature, this paper presents a literature review and analysis of 38 papers out of 894 retrieved papers that focus on user privacy concerns arising from interactions with text‐based conversational chatbots through the lens of social informatics. The review indicates that the primary user privacy concern that has consistently been addressed is self‐disclosure. This review contributes to the broader understanding of privacy concerns regarding chatbots the need for further exploration in this domain. As these chatbots continue to evolve, this paper acts as a foundation for future research endeavors and informs potential regulatory frameworks to safeguard user privacy in an increasingly digitized world.

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Chatbots in retailers’ customer communication: How to measure their acceptance?

Cited by 175 publications

References 71 publications

A Matter of Trust? Examination of Chatbot Usage in Insurance Business

A Matter of Trust? Examination of Chatbot Usage in Insurance Business

Artificial intelligence changes the way we work: A close look at innovating with chatbots

A literature review of user privacy concerns in conversational chatbots: A social informatics approach: An Annual Review of Information Science and Technology (ARIST) paper

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