Examining User Experience of Conversational Agents in Hedonic Digital Services – Antecedents and the Role of Psychological Ownership

Abstract

Conversational agents (CA) that interact with users in human language have become increasingly popular over the past years. This study explores antecedents of the user experience with CAs in hedonic digital services, utilizing the example of music streaming services. Moreover, this study investigates whether a positive CA user experience increases users’ sense of psychological ownership towards the service, which in turn is supposed to positively influence users’ intention to use the service’s fee required premium version. Using structural equation modelling, the results indicate that perceived humanness and perceived personalization of the CA positively affect the user experience. The results also show that CAs can greatly benefit from higher humanness and personalization when users trust the hedonic digital service. Furthermore, psychological ownership has been identified as an underlying mechanism through which CA user experience leads to users’ premium usage intention, indicating that CAs might be valuable for hedonic digital services.

“How mAy I help you today?” The use of AI chatbots in small family businesses and the moderating role of customer affective commitment

“…Chatbots do not often meet the expectations of customers due to the misunderstanding of input (Sheehan, Jin & Gottlieb, 2020; Danckwerts, Meißner & Krampe, 2019) or due to perceived risk of using them (Trivedi, 2019) Meißner & Krampe, 2019) and tend to communicate artificially due to their reliance on the programmed scripts . Conversely, some customers feel uncomfortable exchanging personal information with chatbots (Luo et al, 2019;Danckwerts, Meißner & Krampe, 2019) and this sense of distancing challenges the use of chatbots. This is further amplified by the allegedly strong personal relationships observed between small family businesses and their customers (Johnson, Herrmann & Huber, 2006;Rust, Zeithaml & Lemon, 2000;Price and Arnould, 1999).…”

Elena+ Care for COVID-19, a Pandemic Lifestyle Care Intervention: Intervention Design and Study Protocol

“…Personalization is a key factor eliciting trust, feelings of familiarity and adoption of technologies ( 47 ) and in turn positively influences the user experience ( 48 ). Efforts were therefore put into giving user choice and autonomy as far as possible throughout the experience, and using non-forceful language in line with self-determination theory and motivational interviewing ( 49 – 51 ).…”

Calculus Logic Function in Integrated Manufacturing Automation of Single Chip Microcomputer

“… is the characteristic function of Levi's probability density function [14]. Therefore, the basic solution of the multi-dimensional fractional time-space diffusion equation can be constructed using the probability density function of Levi's steady-state statistical distribution.…”

“…The one-dimensional Levitic distribution is the kernel function of the basic solution of the fractional fast diffusion model of the one-dimensional problem. The steadystate statistical distribution of Levi is two special cases of the basic solution kernel function of the classical diffusion equation and the spatial fractional diffusion equation[14]. Therefore, the basic solution of the multi-dimensional fractional time-space diffusion equation can be constructed using the probability density function of Levi's steady-state statistical distribution.…”