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|Publication type:||Bachelor thesis|
|Title:||Chatbots/conversational interfaces in the context of the stereotype content model (SCM)|
|Advisors / Reviewers:||Seiler, Roger|
|Publisher / Ed. Institution:||ZHAW Zürcher Hochschule für Angewandte Wissenschaften|
|Publisher / Ed. Institution:||Winterthur|
|Subject (DDC):||006: Special computer methods |
302: Social interaction
|Abstract:||Virtual assistants in the form of chatbots are taking over today’s technology industry. Companies have increasingly started integrating conversational agents into their customer support platforms and recorded millions of interactions. However, this technology has a high failure rate when it comes to correctly processing inquires. How can firms enhance a client’s experience with their chatbot, aside from improving the technology that powers these bots? The stereotype content model (SCM) theory postulates that people judge each other based on two dimensions: Warmth and competence. A person seen as highly warm and competent is admired and these two traits have a positive effect on trust. In practice, Casciaro and Sousa-Lobo developed archetypes based on the likability and competence dimensions. The “lovable star” is likeable and competent and thus great in demand. The “incompetent jerk” on the other hand lacks expertise and is seen as cold, therefore vastly avoided.|
|License (according to publishing contract):||CC BY-NC-ND 4.0: Attribution - Non commercial - No derivatives 4.0 International|
|Departement:||School of Management and Law|
|Appears in collections:||BSc Wirtschaftsinformatik|
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|final_Bachelor Thesis Chatbots A. Schär.pdf||2.25 MB||Adobe PDF|
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Schär, A. (2018). Chatbots/conversational interfaces in the context of the stereotype content model (SCM) [Bachelor’s thesis, ZHAW Zürcher Hochschule für Angewandte Wissenschaften]. https://doi.org/10.21256/zhaw-2302
Schär, A. (2018) Chatbots/conversational interfaces in the context of the stereotype content model (SCM). Bachelor’s thesis. ZHAW Zürcher Hochschule für Angewandte Wissenschaften. Available at: https://doi.org/10.21256/zhaw-2302.
A. Schär, “Chatbots/conversational interfaces in the context of the stereotype content model (SCM),” Bachelor’s thesis, ZHAW Zürcher Hochschule für Angewandte Wissenschaften, Winterthur, 2018. doi: 10.21256/zhaw-2302.
Schär, Annemarie. Chatbots/Conversational Interfaces in the Context of the Stereotype Content Model (SCM). ZHAW Zürcher Hochschule für Angewandte Wissenschaften, 2018, https://doi.org/10.21256/zhaw-2302.
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