| Publication type: | Conference paper |
| Type of review: | Peer review (publication) |
| Title: | An online experiment on the stereotype content model (SCM) and chatbots : does swapping the picture make a difference? |
| Authors: | Seiler, Roger Wüest, Sonja |
| et. al: | No |
| Proceedings: | Proceedings of the International Conferences on e-Society 2022 and Mobile Learning 2022 |
| Editors of the parent work: | Kommers, Piet Arnedillo Sánchez, Inmaculada Isaías, Pedro |
| Page(s): | 131 |
| Pages to: | 138 |
| Conference details: | 20th International Conference e-Society 2022, Virtual, 12-14 March 2022 |
| Issue Date: | 2022 |
| Publisher / Ed. Institution: | IADIS |
| ISBN: | 978-989-8704-38-2 |
| Language: | English |
| Subjects: | A/B-Testing; Chatbot; Online experiment; Trust; Stereo content model |
| Subject (DDC): | 006: Special computer methods |
| Abstract: | Chatbots have become quite popular in recent years, and research on the topic has gained momentum. In this study, we address whether the stereotype content model applies in the context of chatbots. Furthermore, we consider whether swapping the image of a person in the chatbot interface makes a difference in terms of the SCM. An online experiment was conducted to A/B-test different chatbot versions, and the results suggest that the SCM applies. Furthermore, a chatbot can be perceived as warm and competent, with friendliness, in particular, fostering online trust. This, in turn, is a business-success-relevant construct in an online setting. Therefore, if a trustworthy chatbot is to be implemented, the SCM is considered relevant and necessary for implementing such a bot. |
| URI: | https://digitalcollection.zhaw.ch/handle/11475/24840 |
| Fulltext version: | Published version |
| License (according to publishing contract): | Licence according to publishing contract |
| Departement: | School of Management and Law |
| Organisational Unit: | Institute of Business Information Technology (IWI) |
| Appears in collections: | Publikationen School of Management and Law |
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Seiler, R., & Wüest, S. (2022). An online experiment on the stereotype content model (SCM) and chatbots : does swapping the picture make a difference? [Conference paper]. In P. Kommers, I. Arnedillo Sánchez, & P. Isaías (Eds.), Proceedings of the International Conferences on e-Society 2022 and Mobile Learning 2022 (pp. 131–138). IADIS.
Seiler, R. and Wüest, S. (2022) ‘An online experiment on the stereotype content model (SCM) and chatbots : does swapping the picture make a difference?’, in P. Kommers, I. Arnedillo Sánchez, and P. Isaías (eds) Proceedings of the International Conferences on e-Society 2022 and Mobile Learning 2022. IADIS, pp. 131–138.
R. Seiler and S. Wüest, “An online experiment on the stereotype content model (SCM) and chatbots : does swapping the picture make a difference?,” in Proceedings of the International Conferences on e-Society 2022 and Mobile Learning 2022, 2022, pp. 131–138.
SEILER, Roger und Sonja WÜEST, 2022. An online experiment on the stereotype content model (SCM) and chatbots : does swapping the picture make a difference? In: Piet KOMMERS, Inmaculada ARNEDILLO SÁNCHEZ und Pedro ISAÍAS (Hrsg.), Proceedings of the International Conferences on e-Society 2022 and Mobile Learning 2022. Conference paper. IADIS. 2022. S. 131–138. ISBN 978-989-8704-38-2
Seiler, Roger, and Sonja Wüest. 2022. “An Online Experiment on the Stereotype Content Model (SCM) and Chatbots : Does Swapping the Picture Make a Difference?” Conference paper. In Proceedings of the International Conferences on E-Society 2022 and Mobile Learning 2022, edited by Piet Kommers, Inmaculada Arnedillo Sánchez, and Pedro Isaías, 131–38. IADIS.
Seiler, Roger, and Sonja Wüest. “An Online Experiment on the Stereotype Content Model (SCM) and Chatbots : Does Swapping the Picture Make a Difference?” Proceedings of the International Conferences on E-Society 2022 and Mobile Learning 2022, edited by Piet Kommers et al., IADIS, 2022, pp. 131–38.
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