nach oben

Erschienen in:

2020 | OriginalPaper | Buchkapitel

Privacy Concerns in Chatbot Interactions

verfasst von : Carolin Ischen, Theo Araujo, Hilde Voorveld, Guda van Noort, Edith Smit

Erschienen in: Chatbot Research and Design

Verlag: Springer International Publishing

Einloggen

Aktivieren Sie unsere intelligente Suche, um passende Fachinhalte oder Patente zu finden.

search-config

KI-gestützte Suche

Aus

Abstract

Chatbots are increasingly used in a commercial context to make product- or service-related recommendations. By doing so, they collect personal information of the user, similar to other online services. While privacy concerns in an online (website-) context are widely studied, research in the context of chatbot-interaction is lacking. This study investigates the extent to which chatbots with human-like cues influence perceptions of anthropomorphism (i.e., attribution of human-like characteristics), privacy concerns, and consequently, information disclosure, attitudes and recommendation adherence. Findings show that a human-like chatbot leads to more information disclosure, and recommendation adherence mediated by higher perceived anthropomorphism and subsequently, lower privacy concerns in comparison to a machine-like chatbot. This result does not hold in comparison to a website; human-like chatbot and website were perceived as equally high in anthropomorphism. The results show the importance of both mediating concepts in regards to attitudinal and behavioral outcomes when interacting with chatbots.

Sie haben noch keine Lizenz? Dann Informieren Sie sich jetzt über unsere Produkte:

Springer Professional "Wirtschaft+Technik"

Online-Abonnement

Mit Springer Professional "Wirtschaft+Technik" erhalten Sie Zugriff auf:

über 102.000 Bücher
über 537 Zeitschriften

aus folgenden Fachgebieten:

Automobil + Motoren
Bauwesen + Immobilien
Business IT + Informatik
Elektrotechnik + Elektronik
Energie + Nachhaltigkeit
Finance + Banking
Management + Führung
Marketing + Vertrieb
Maschinenbau + Werkstoffe
Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

Jetzt informieren

Springer Professional "Technik"

Online-Abonnement

Mit Springer Professional "Technik" erhalten Sie Zugriff auf:

über 67.000 Bücher
über 390 Zeitschriften

aus folgenden Fachgebieten:

Automobil + Motoren
Bauwesen + Immobilien
Business IT + Informatik
Elektrotechnik + Elektronik
Energie + Nachhaltigkeit
Maschinenbau + Werkstoffe

Jetzt Wissensvorsprung sichern!

Jetzt informieren

Springer Professional "Wirtschaft"

Online-Abonnement

Mit Springer Professional "Wirtschaft" erhalten Sie Zugriff auf:

über 67.000 Bücher
über 340 Zeitschriften

aus folgenden Fachgebieten:

Bauwesen + Immobilien
Business IT + Informatik
Finance + Banking
Management + Führung
Marketing + Vertrieb
Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

Jetzt informieren

Vorheriges Kapitel An Approach for Ex-Post-Facto Analysis of Knowledge Graph-Driven Chatbots – The DBpedia Chatbot

Nächstes Kapitel Creating Humanlike Chatbots: What Chatbot Developers Could Learn from Webcare Employees in Adopting a Conversational Human Voice

Similar to [26], conference presentation is available upon request to the first author.

Furthermore, we measured mindful anthropomorphism with three items on 7-point semantic differential scales [32]. A univariate analysis of variance showed no significant main effect of type of entity on mindful anthropomorphism (F(2, 227) = 1.16, p = .314).

Araujo, T.: Conversational agent research toolkit: an alternative for creating and managing chatbots for experimental research. (2019). https://doi.org/10.31235/osf.io/9ukyf

Araujo, T.: Living up to the chatbot hype: the influence of anthropomorphic design cues and communicative agency framing on conversational agent and company perceptions. Comput. Hum. Behav. 85, 183–189 (2018). https://doi.org/10.1016/j.chb.2018.03.051CrossRef

Baek, T.H., Morimoto, M.: Stay away from me. J. Advert. 41(1), 59–76 (2012). https://doi.org/10.2753/JOA0091-3367410105CrossRef

Barnes, S.B.: A privacy paradox: social networking in the United States. First Monday 11, 9 (2006)CrossRef

Baruh, L., et al.: Online privacy concerns and privacy management: a meta-analytical review. J. Commun. 67(1), 26–53 (2017). https://doi.org/10.1111/jcom.12276CrossRef

Becker-Olsen, K.L.: And now, a word from our sponsor: a look at the effects of sponsored content and banner advertising. J. Advert. 32(2), 17–32 (2003)CrossRef

Birnbaum, G.E., et al.: What robots can teach us about intimacy: the reassuring effects of robot responsiveness to human disclosure. Comput. Hum. Behav. 63, 416–423 (2016). https://doi.org/10.1016/j.chb.2016.05.064CrossRef

Boerman, S.C., et al.: Exploring motivations for online privacy protection behavior: insights from panel data. Commun. Res. (2018). https://doi.org/10.1177/0093650218800915CrossRef

Bol, N., et al.: Understanding the effects of personalization as a privacy calculus: analyzing self-disclosure across health, news, and commerce contexts. J. Comput. Commun. 23, 370–388 (2018). https://doi.org/10.1093/jcmc/zmy020CrossRef

10.

Chung, M., et al.: Chatbot e-service and customer satisfaction regarding luxury brands. J. Bus. Res., 1–9 (2018). https://doi.org/10.1016/j.jbusres.2018.10.004

11.

Croes, E., Antheunis, M.L.: Can we be friends with a chatbot? A longitudinal study on the process of friendship formation between humans and a social chatbot. Paper presented at the 69th Annual International Communication Association (ICA) Conference (2019)

12.

Crutzen, R., et al.: An artificially intelligent chat agent that answers adolescents’ questions related to sex, drugs, and alcohol: an exploratory study. J. Adolesc. Heal. 48(5), 514–519 (2011). https://doi.org/10.1016/j.jadohealth.2010.09.002CrossRef

13.

Dabholkar, P.A., Sheng, X.: Consumer participation in using online recommendation agents: effects on satisfaction, trust, and purchase intentions. Serv. Ind. J. 32(9), 1433–1449 (2012). https://doi.org/10.1080/02642069.2011.624596CrossRef

14.

Dienlin, T., Trepte, S.: Is the privacy paradox a relict of the past? An in-depth analysis of privacy attitudes and privacy behaviors. Eur. J. Soc. Psychol. 45, 285–297 (2015). https://doi.org/10.1002/ejsp.2038CrossRef

15.

Dinev, T., Hart, P.: An extended privacy calculus model for e-commerce transactions. Inf. Syst. Res. 17(1), 61–80 (2006). https://doi.org/10.1287/isre.1060.0080CrossRef

16.

Van Eeuwen, M.: Mobile conversational commerce: messenger chatbots as the next interface between businesses and consumers. University of Twente (2017)

17.

Epley, N., et al.: On seeing human: a three-factor theory of anthropomorphism. Psychol. Rev. 114(4), 864–886 (2007). https://doi.org/10.1037/0033-295X.114.4.864CrossRef

18.

Følstad, A., Nordheim, C.B., Bjørkli, C.A.: What makes users trust a chatbot for customer service? An exploratory interview study. In: Bodrunova, S.S. (ed.) INSCI 2018. LNCS, vol. 11193, pp. 194–208. Springer, Cham (2018). https://doi.org/10.1007/978-3-030-01437-7_16CrossRef

19.

Fournier, S.: Consumers and their brands: developing relationship theory in consumer research. J. Consum. Res. 24(4), 343–353 (1998). https://doi.org/10.1086/209515MathSciNetCrossRef

20.

Go, E., Sundar, S.S.: Humanizing chatbots: the effects of visual, identity and conversational cues on humanness perceptions. Comput. Hum. Behav. (2019). https://doi.org/10.1016/j.chb.2019.01.020CrossRef

21.

Griol, D., et al.: An automatic dialog simulation technique to develop and evaluate interactive conversational agents. Appl. Artif. Intell. 27(9), 759–780 (2013). https://doi.org/10.1080/08839514.2013.835230CrossRef

22.

Guzman, A.L.: Voices in and of the machine: source orientation toward mobile virtual assistants. Comput. Hum. Behav. 90, 343–350 (2019). https://doi.org/10.1016/j.chb.2018.08.009CrossRef

23.

Hassanein, K., Head, M.: Manipulating perceived social presence through the web interface and its impact on attitude towards online shopping. Int. J. Hum Comput Stud. 65(8), 689–708 (2007). https://doi.org/10.1016/j.ijhcs.2006.11.018CrossRef

24.

Hayes, A.F.: PROCESS: a versatile computational tool for observed variable mediation, moderation, and conditional process modeling. White Paper, pp. 1–39 (2012). ISBN 978-1-60918-230-4

25.

Hayes, A.F., Preacher, K.J.: Statistical mediation analysis with a multicategorical independent variable. Br. J. Math. Stat. Psychol. 67(3), 451–470 (2014). https://doi.org/10.1111/bmsp.12028MathSciNetCrossRefMATH

26.

Ischen, C., et al.: How important is agency? The persuasive consequences of interacting with a chatbot as a new entity. Paper presented at the Human-Machine Communication ICA Pre-Conference, Washington, D.C. (2019)

27.

Kim, Y., Sundar, S.S.: Anthropomorphism of computers: is it mindful or mindless? Comput. Hum. Behav. 28(1), 241–250 (2012). https://doi.org/10.1016/j.chb.2011.09.006CrossRef

28.

Ledbetter, A.M.: Measuring online communication attitude: instrument development and validation. Commun. Monogr. 76(4), 463–486 (2009). https://doi.org/10.1080/03637750903300262CrossRef

29.

Marathe, S., et al.: Who are these power users anyway? Building a psychological profile (2007)

30.

Nass, C., Moon, Y.: Machines and mildlessness: social responses to computers. J. Soc. Issues 56(1), 86–103 (2000)CrossRef

31.

van Noort, G., Willemsen, L.M.: Online damage control: the effects of proactive versus reactive webcare interventions in consumer-generated and brand-generated platforms. J. Interact. Mark. 26(3), 131–140 (2012). https://doi.org/10.1016/j.intmar.2011.07.001CrossRef

32.

Powers, A., Kiesler, S.: The advisor robot: tracing people’s mental model from a robot’s physical attributes. In: Proceedings of the 1st ACM SIGCHI/SIGART Conference on Human-Robot Interaction, pp. 218–225 (2006). https://doi.org/10.1145/1121241.1121280

33.

Reeves, B., Nass, C.: The Media Equation: How People Treat Computers, Television, and New Media Like Real People and Places. Cambrigde University Press, New York (1996)

34.

Sundar, S.S., Kim, J.: Machine heuristic: when we trust computers more than humans with our personal information. In: Proceedings of the 2019 Conference on Human Factors in Computing Systems - CHI 2019, pp. 1–9 (2019). https://doi.org/10.1145/3290605.3300768

35.

Sundar, S.S., Nass, C.: Source orientation in human-computer interaction: programmer, networker, or independent social actor. Commun. Res. 27(6), 683–703 (2000)CrossRef

36.

Verhagen, T., et al.: Virtual customer service agents: using social presence and personalization to shape online service encounters. J. Comput. Commun. 19(3), 529–545 (2014). https://doi.org/10.1111/jcc4.12066CrossRef

37.

Westin, A.F.: Privacy and freedom. Wash. Lee Law Rev. 25(1), 166 (1967)

38.

Whang, C.: Voice shopping: the effect of the consumer-voice assistant parasocial relationship on the consumer’s perception and decision making (2018)

39.

Wottrich, V.M., et al.: The role of customization, brand trust, and privacy concerns in advergaming. Int. J. Advert. 36(1), 60–81 (2017). https://doi.org/10.1080/02650487.2016.1186951CrossRef

40.

Xu, H., et al.: Examining the formation of individual’s privacy concerns: toward an integrative view. In: Proceedings of the International Conference on Information Systems, pp. 1–16 (2008). http://aisel.aisnet.org/icis2008/6

41.

Zajonc, R.B.: Mere exposure: a gateway to the subliminal. Curr. Dir. Psychol. Sci. 10(6), 224–228 (2001). https://doi.org/10.1111/1467-8721.00154CrossRef

42.

Zarouali, B., et al.: Predicting consumer responses to a chatbot on Facebook. Cyberpsychol. Behav. Soc. Netw. 21(8), 491–497 (2018). https://doi.org/10.1089/cyber.2017.0518CrossRef

43.

Zhou, L., et al.: Non-local or local brands? A multi-level investigation into confidence in brand origin identification and its strategic implications. J. Acad. Mark. Sci. 38(2), 202–218 (2010). https://doi.org/10.1007/s11747-009-0153-1CrossRef

Titel: Privacy Concerns in Chatbot Interactions
verfasst von: Carolin Ischen
Theo Araujo
Hilde Voorveld
Guda van Noort
Edith Smit
Verlag: Springer International Publishing
Buch: Chatbot Research and Design
Print ISBN: 978-3-030-39539-1

Electronic ISBN: 978-3-030-39540-7

Copyright-Jahr: 2020
DOI: https://doi.org/10.1007/978-3-030-39540-7_3

Springer Professional

Abstract

Bitte loggen Sie sich ein, um Zugang zu Ihrer Lizenz zu erhalten.

Sie haben noch keine Lizenz? Dann Informieren Sie sich jetzt über unsere Produkte:

Springer Professional "Wirtschaft+Technik"

Springer Professional "Technik"

Springer Professional "Wirtschaft"