A1 Alkuperäisartikkeli tieteellisessä aikakauslehdessä
Anthropomorphism and social presence in Human–Virtual service assistant interactions : The role of dialog length and attitudes (2022)

Munnukka, J., Talvitie-Lamberg, K., & Maity, D. (2022). Anthropomorphism and social presence in Human–Virtual service assistant interactions : The role of dialog length and attitudes. Computers in Human Behavior, 135, Article 107343. https://doi.org/10.1016/j.chb.2022.107343

JYU-tekijät tai -toimittajat

Julkaisun tiedot

Julkaisun kaikki tekijät tai toimittajat: Munnukka, Juha; Talvitie-Lamberg, Karoliina; Maity, Devdeep

Lehti tai sarja: Computers in Human Behavior

ISSN: 0747-5632

eISSN: 1873-7692

Julkaisuvuosi: 2022

Ilmestymispäivä: 02.06.2022

Volyymi: 135

Artikkelinumero: 107343

Kustantaja: Elsevier

Julkaisumaa: Britannia

Julkaisun kieli: englanti

DOI: https://doi.org/10.1016/j.chb.2022.107343

Julkaisun avoin saatavuus: Avoimesti saatavilla

Julkaisukanavan avoin saatavuus: Osittain avoin julkaisukanava

Julkaisu on rinnakkaistallennettu (JYX): https://jyx.jyu.fi/handle/123456789/82134

Tiivistelmä

In this study, we delve into the perceived quality of recommendations provided by AI-based virtual service assistants (VSAs). Specifically, the role of the social presence of VSAs in influencing recommendation perceptions is investigated. We also explore how the social presence of a VSA is formed and how perceived anthropomorphism plays a vital role in shaping social presence and eventually instilling trust in VSAs among consumers. These relationships are examined in the context of online government services. The results indicate that consumer interaction with VSAs - manifesting via perceived anthropomorphism, social presence, dialog length, and attitudes - improves recommendation quality perceptions, which further instills trust in VSA-based recommendations. Perceived anthropomorphism was found to strongly influence the formation of social presence, whereas trust and recommendation quality - the outcomes of social presence - were found to be partially conditional on the dialog length and the degree of positive attitudes toward VSAs. The findings additionally suggest that a VSA can be considered a social actor that possesses the capability to bring a “human touch” to online services, therefore improving the overall online service experience.

YSO-asiasanat: ihmisen ja tietokoneen vuorovaikutus; verkkopalvelut; suosittelujärjestelmät; älykkäät agentit; chattibotit; kielellinen vuorovaikutus; sosiaalinen vuorovaikutus; antropomorfismi; asenteet

Vapaat asiasanat: Virtual service assistant; Social presence; Perceived anthropomorphism; Recommendation quality; Dialog length; Attitudes

Liittyvät organisaatiot

OKM-raportointi: Kyllä

Raportointivuosi: 2022

JUFO-taso: 2