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https://doi.org/10.21256/zhaw-21508| Publikationstyp: | Konferenz: Paper |
| Art der Begutachtung: | Peer review (Publikation) |
| Titel: | Chatbots, conversational interfaces, and the stereotype content model |
| Autor/-in: | Seiler, Roger Schär, Annemarie |
| et. al: | No |
| DOI: | 10.21256/zhaw-21508 10.24251/HICSS.2021.227 |
| Tagungsband: | Proceedings of the 54th Hawaii International Conference on System Sciences |
| Seite(n): | 1860 |
| Seiten bis: | 1867 |
| Angaben zur Konferenz: | 54th Hawaii International Conference on System Sciences (HICSS), Grand Wailea, HI, USA, 5-8 January 2021 |
| Erscheinungsdatum: | 2021 |
| Verlag / Hrsg. Institution: | University of Hawai'i at Manoa |
| Verlag / Hrsg. Institution: | Honolulu |
| ISBN: | 978-0-9981331-4-0 |
| ISSN: | 2572-6857 |
| Sprache: | Englisch |
| Schlagwörter: | Chatbot; Social robot; Stereotype content model; Trust |
| Fachgebiet (DDC): | 006: Spezielle Computerverfahren 658.8: Marketingmanagement |
| Zusammenfassung: | Chatbots are becoming increasingly common in web-based business-to-consumer (B2C) communication. However, this technology can have high failure rates when it comes to correctly processing consumer inquiries, as human interactions and conversational di-alogues are complex and highly context dependent. Besides improving the technology behind the chatbots, companies may be able to enhance a client’s chatbot experience by using insights from the stereotype content model (SCM). Hence, this paper seeks to find out whether the model can be applied to the domain of chat-bots and whether it holds true in this context as well. An online survey was conducted, and the results showed that people perceived the chatbots according to the model. Therefore, companies are advised to use the “loveable star” stereotype in their chatbot communication. Trust did not score significantly higher for this stereotype than for the other SCM stereotypes. This contradicts existing theory and is therefore an invitation for further research. |
| URI: | https://digitalcollection.zhaw.ch/handle/11475/21508 |
| Volltext Version: | Publizierte Version |
| Lizenz (gemäss Verlagsvertrag): | CC BY-NC-ND 4.0: Namensnennung - Nicht kommerziell - Keine Bearbeitungen 4.0 International |
| Departement: | School of Management and Law |
| Enthalten in den Sammlungen: | Publikationen School of Management and Law |
Dateien zu dieser Ressource:
| Datei | Beschreibung | Größe | Format | |
|---|---|---|---|---|
| 2021_Seiler-Schaer_Chatbots-Conversational-Interfaces-and-the-Stereotype-Content-Model.pdf | 359.61 kB | Adobe PDF |  Öffnen/Anzeigen |
Zur Langanzeige
Seiler, R., & Schär, A. (2021). Chatbots, conversational interfaces, and the stereotype content model [Conference paper]. Proceedings of the 54th Hawaii International Conference on System Sciences, 1860–1867. https://doi.org/10.21256/zhaw-21508
Seiler, R. and Schär, A. (2021) ‘Chatbots, conversational interfaces, and the stereotype content model’, in Proceedings of the 54th Hawaii International Conference on System Sciences. Honolulu: University of Hawai’i at Manoa, pp. 1860–1867. Available at: https://doi.org/10.21256/zhaw-21508.
R. Seiler and A. Schär, “Chatbots, conversational interfaces, and the stereotype content model,” in Proceedings of the 54th Hawaii International Conference on System Sciences, 2021, pp. 1860–1867. doi: 10.21256/zhaw-21508.
SEILER, Roger und Annemarie SCHÄR, 2021. Chatbots, conversational interfaces, and the stereotype content model. In: Proceedings of the 54th Hawaii International Conference on System Sciences. Conference paper. Honolulu: University of Hawai’i at Manoa. 2021. S. 1860–1867. ISBN 978-0-9981331-4-0
Seiler, Roger, and Annemarie Schär. 2021. “Chatbots, Conversational Interfaces, and the Stereotype Content Model.” Conference paper. In Proceedings of the 54th Hawaii International Conference on System Sciences, 1860–67. Honolulu: University of Hawai’i at Manoa. https://doi.org/10.21256/zhaw-21508.
Seiler, Roger, and Annemarie Schär. “Chatbots, Conversational Interfaces, and the Stereotype Content Model.” Proceedings of the 54th Hawaii International Conference on System Sciences, University of Hawai’i at Manoa, 2021, pp. 1860–67, https://doi.org/10.21256/zhaw-21508.
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