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|Publication type:||Conference paper|
|Type of review:||Peer review (publication)|
|Title:||Chatbots, conversational interfaces, and the stereotype content model|
|Proceedings:||Proceedings of the 54th Hawaii International Conference on System Sciences|
|Conference details:||54th Hawaii International Conference on System Sciences (HICSS), Grand Wailea, HI, USA, 5-8 January 2021|
|Publisher / Ed. Institution:||University of Hawai'i at Manoa|
|Publisher / Ed. Institution:||Honolulu|
|Subjects:||Chatbot; Social robot; Stereotype content model; Trust|
|Subject (DDC):||006: Special computer methods |
658.8: Marketing management
|Abstract:||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.|
|Fulltext version:||Published version|
|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:||Publikationen School of Management and Law|
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|2021_Seiler-Schaer_Chatbots-Conversational-Interfaces-and-the-Stereotype-Content-Model.pdf||359.61 kB||Adobe PDF|
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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, 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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