1. ZHAW digitalcollection
  2. School of Management and Law
  3. Publikationen
  4. Publikationen School of Management and Law
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dc.contributor.authorLechler, Ruth Christine-
dc.contributor.authorStoeckli, Emanuel-
dc.contributor.authorRietsche, Roman-
dc.contributor.authorUebernickel, Falk-
dc.date.accessioned2023-05-11T09:11:05Z-
dc.date.available2023-05-11T09:11:05Z-
dc.date.issued2019-
dc.identifier.isbn978-1-7336325-0-8de_CH
dc.identifier.urihttps://aisel.aisnet.org/ecis2019_rp/119/de_CH
dc.identifier.urihttps://digitalcollection.zhaw.ch/handle/11475/27822-
dc.description.abstractEnterprises are forecasted to spend more on chatbots than on mobile app development by 2021. Up to today little is known on the roles chatbots play in facilitating feedback exchange. However, digitization and automation put pressure on companies to setup digital work environments that enable reskilling of employees. Therefore, a structured analysis of feedback-related chatbots for Slack was conducted. Our results propose six archetypes that reveal the roles of chatbots in facilitating feedback exchange on performance, culture and ideas. We show that chatbots do not only consist of conversational agents integrated into instant messenger but are tightly linked to complementary front-end systems such as mobile and web apps. Like the upper part of an iceberg, the conversational agent is above water and visible within the chat, whereas many user interactions of feedback-related chatbots are only possible outside of the instant messenger. Further, we extract six design principles for chatbots as digital feedback systems. We do this by analyzing chatbots and linking empirically observed design features to (meta-)requirements derived from explanatory theory on feedback, self-determination and persuasive systems. The results suggest that chatbots benefit the social environment of conversation agents and the richness of the graphical user interface of external applications.de_CH
dc.language.isoende_CH
dc.publisherAssociation for Information Systemsde_CH
dc.rightsLicence according to publishing contractde_CH
dc.subject.ddc006: Spezielle Computerverfahrende_CH
dc.subject.ddc658.45: Unternehmenskommunikationde_CH
dc.titleLooking beneath the tip of the iceberg : the two-sided nature of chatbots and their roles for digital feedback exchangede_CH
dc.typeKonferenz: Paperde_CH
dcterms.typeTextde_CH
zhaw.departementSchool of Management and Lawde_CH
zhaw.organisationalunitInstitute for Organizational Viability (IOV)de_CH
zhaw.conference.details27th European Conference on Information Systems (ECIS), Stockholm & Uppsala, Sweden, 8-14 June 2019de_CH
zhaw.funding.euNode_CH
zhaw.originated.zhawNode_CH
zhaw.publication.statuspublishedVersionde_CH
zhaw.publication.reviewPeer review (Publikation)de_CH
zhaw.title.proceedingsProceedings of the 27th European Conference on Information Systems (ECIS)de_CH
zhaw.author.additionalNode_CH
zhaw.display.portraitYesde_CH
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Lechler, R. C., Stoeckli, E., Rietsche, R., & Uebernickel, F. (2019). Looking beneath the tip of the iceberg : the two-sided nature of chatbots and their roles for digital feedback exchange. Proceedings of the 27th European Conference on Information Systems (ECIS). https://aisel.aisnet.org/ecis2019_rp/119/
Lechler, R.C. et al. (2019) ‘Looking beneath the tip of the iceberg : the two-sided nature of chatbots and their roles for digital feedback exchange’, in Proceedings of the 27th European Conference on Information Systems (ECIS). Association for Information Systems. Available at: https://aisel.aisnet.org/ecis2019_rp/119/.
R. C. Lechler, E. Stoeckli, R. Rietsche, and F. Uebernickel, “Looking beneath the tip of the iceberg : the two-sided nature of chatbots and their roles for digital feedback exchange,” in Proceedings of the 27th European Conference on Information Systems (ECIS), 2019. [Online]. Available: https://aisel.aisnet.org/ecis2019_rp/119/
LECHLER, Ruth Christine, Emanuel STOECKLI, Roman RIETSCHE und Falk UEBERNICKEL, 2019. Looking beneath the tip of the iceberg : the two-sided nature of chatbots and their roles for digital feedback exchange. In: Proceedings of the 27th European Conference on Information Systems (ECIS) [online]. Conference paper. Association for Information Systems. 2019. ISBN 978-1-7336325-0-8. Verfügbar unter: https://aisel.aisnet.org/ecis2019_rp/119/
Lechler, Ruth Christine, Emanuel Stoeckli, Roman Rietsche, and Falk Uebernickel. 2019. “Looking beneath the Tip of the Iceberg : The Two-Sided Nature of Chatbots and Their Roles for Digital Feedback Exchange.” Conference paper. In Proceedings of the 27th European Conference on Information Systems (ECIS). Association for Information Systems. https://aisel.aisnet.org/ecis2019_rp/119/.
Lechler, Ruth Christine, et al. “Looking beneath the Tip of the Iceberg : The Two-Sided Nature of Chatbots and Their Roles for Digital Feedback Exchange.” Proceedings of the 27th European Conference on Information Systems (ECIS), Association for Information Systems, 2019, https://aisel.aisnet.org/ecis2019_rp/119/.


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