| Publication type: | Conference paper |
| Type of review: | Peer review (publication) |
| Title: | Stereotype content model (SCM) and chatbots / conversational interfaces : an experiment comparing trust, competence and warmth dimensions |
| Authors: | Seiler, Roger Müller, Steffen Beinert, Markus |
| et. al: | No |
| Proceedings: | Proceedings of the European Marketing Academy |
| Page(s): | 8468 |
| Conference details: | 48th Annual European Marketing Academy Conference (EMAC), Hamburg, Germany, 27-28 May 2019 |
| Issue Date: | 2019 |
| Publisher / Ed. Institution: | European Marketing Academy |
| ISBN: | 978-3-9821146-0-6 |
| Language: | English |
| Subjects: | Chatbot; Trust; Stereotype content model (SCM) |
| Subject (DDC): | 006: Special computer methods 302: Social interaction |
| Abstract: | With the rising popularity of chatbots this research paper seeks to answer the question if the stereotype content model (SCM) applies to the domain of chatbots or broader to conversational interfaces. This study answers this research question by conducting an experiment containing different stereotypes (lovable star and incompetent jerk). The SCM applies to the domain of chatbots. The lovable star stereotype chatbot is perceived as more trustworthy as well as more competent and warmer compared to the incompetent jerk. Participants pointed out that they want to know if they are talking to a chatbot and not to a real human. Nevertheless, further research is required regarding traditional text chatbots because the lovable star did not show higher trustworthiness than the text chatbot. Furthermore, these research results suggest, that data privacy is a further, important aspect as customers typically share information when engaging in a conversation with a chatbot. |
| URI: | http://proceedings.emac-online.org/pdfs/A2019-8468.pdf https://digitalcollection.zhaw.ch/handle/11475/25082 |
| Fulltext version: | Published version |
| License (according to publishing contract): | Licence according to publishing contract |
| Departement: | School of Management and Law |
| Organisational Unit: | International Management Institute (IMI) |
| Appears in collections: | Publikationen School of Management and Law |
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Seiler, R., Müller, S., & Beinert, M. (2019). Stereotype content model (SCM) and chatbots / conversational interfaces : an experiment comparing trust, competence and warmth dimensions [Conference paper]. Proceedings of the European Marketing Academy, 8468. http://proceedings.emac-online.org/pdfs/A2019-8468.pdf
Seiler, R., Müller, S. and Beinert, M. (2019) ‘Stereotype content model (SCM) and chatbots / conversational interfaces : an experiment comparing trust, competence and warmth dimensions’, in Proceedings of the European Marketing Academy. European Marketing Academy, p. 8468. Available at: http://proceedings.emac-online.org/pdfs/A2019-8468.pdf.
R. Seiler, S. Müller, and M. Beinert, “Stereotype content model (SCM) and chatbots / conversational interfaces : an experiment comparing trust, competence and warmth dimensions,” in Proceedings of the European Marketing Academy, 2019, p. 8468. [Online]. Available: http://proceedings.emac-online.org/pdfs/A2019-8468.pdf
SEILER, Roger, Steffen MÜLLER und Markus BEINERT, 2019. Stereotype content model (SCM) and chatbots / conversational interfaces : an experiment comparing trust, competence and warmth dimensions. In: Proceedings of the European Marketing Academy [online]. Conference paper. European Marketing Academy. 2019. S. 8468. ISBN 978-3-9821146-0-6. Verfügbar unter: http://proceedings.emac-online.org/pdfs/A2019-8468.pdf
Seiler, Roger, Steffen Müller, and Markus Beinert. 2019. “Stereotype Content Model (SCM) and Chatbots / Conversational Interfaces : An Experiment Comparing Trust, Competence and Warmth Dimensions.” Conference paper. In Proceedings of the European Marketing Academy, 8468. European Marketing Academy. http://proceedings.emac-online.org/pdfs/A2019-8468.pdf.
Seiler, Roger, et al. “Stereotype Content Model (SCM) and Chatbots / Conversational Interfaces : An Experiment Comparing Trust, Competence and Warmth Dimensions.” Proceedings of the European Marketing Academy, European Marketing Academy, 2019, p. 8468, http://proceedings.emac-online.org/pdfs/A2019-8468.pdf.
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