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Published in:
2021 | OriginalPaper | Chapter
Similarity between Human Beings and Chatbots – The Effect of Self-Congruence on Consumer Satisfaction while considering the Mediating Role of Authenticity
Authors : Adnan Zogaj, Philipp M. Mähner, Dieter K. Tscheulin
Published in: Künstliche Intelligenz im Dienstleistungsmanagement
Publisher: Springer Fachmedien Wiesbaden
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Service chatbots offer convenient, personal and customer-tailored sales assistance. However, many consumers are skeptical about the use of chatbots because chatbots do have some drawbacks (i.e., being artificial and inauthentic). Thus, the study aims to examine how self-congruence can be used to increase chatbot’s authenticity and consumers’ satisfaction with the service. Consequently, this study used a survey research design based on a chatbot conversation to confirm the proposed hypotheses.