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  2. School of Management and Law
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  4. Publikationen School of Management and Law
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dc.contributor.authorSeiler, Roger-
dc.contributor.authorMüller, Steffen-
dc.contributor.authorBeinert, Markus-
dc.date.accessioned2022-06-02T14:22:50Z-
dc.date.available2022-06-02T14:22:50Z-
dc.date.issued2019-
dc.identifier.isbn978-3-9821146-0-6de_CH
dc.identifier.urihttp://proceedings.emac-online.org/pdfs/A2019-8468.pdfde_CH
dc.identifier.urihttps://digitalcollection.zhaw.ch/handle/11475/25082-
dc.description.abstractWith 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.de_CH
dc.language.isoende_CH
dc.publisherEuropean Marketing Academyde_CH
dc.rightsLicence according to publishing contractde_CH
dc.subjectChatbotde_CH
dc.subjectTrustde_CH
dc.subjectStereotype content model (SCM)de_CH
dc.subject.ddc006: Spezielle Computerverfahrende_CH
dc.subject.ddc302: Soziale Interaktionde_CH
dc.titleStereotype content model (SCM) and chatbots / conversational interfaces : an experiment comparing trust, competence and warmth dimensionsde_CH
dc.typeKonferenz: Paperde_CH
dcterms.typeTextde_CH
zhaw.departementSchool of Management and Lawde_CH
zhaw.organisationalunitInternational Management Institute (IMI)de_CH
zhaw.conference.details48th Annual European Marketing Academy Conference (EMAC), Hamburg, Germany, 27-28 May 2019de_CH
zhaw.funding.euNode_CH
zhaw.originated.zhawYesde_CH
zhaw.pages.start8468de_CH
zhaw.publication.statuspublishedVersionde_CH
zhaw.publication.reviewPeer review (Publikation)de_CH
zhaw.title.proceedingsProceedings of the European Marketing Academyde_CH
zhaw.author.additionalNode_CH
zhaw.display.portraitYesde_CH
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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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