Effects of Visual Cues on Social Perceptions and Self‐Categorization in Computer‐Mediated Communication

Lee, Eun‐Ju; Oh, Soo Youn

doi:10.1002/9781118426456.ch5

Cited by 4 publications

(3 citation statements)

References 65 publications

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“…Therefore, users place more emphasis on who offers the redress than what kind of redress is offered. These human visual cues may be preferred by users, as they suggest a social presence of the chatbot [38], and make them more similar to users as social beings [68].…”

Section: Discussionmentioning

confidence: 99%

“…Visual cues are one part of social cues [37] that affect users' behavior by using, for example, chatbots. In this context, humanlike visual cues symbolize the chatbot's social presence [38]. Speaking theoretically, social presence was originally defined as the "degree of salience of the other person in the interaction" [39].…”

Section: Literature Review and Hypothesesmentioning

confidence: 99%

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“Help! I Have a Problem” – Differences between a Humanlike and Robot-like Chatbot Avatar in Complaint Management

Fota¹,

Wagner²,

Roeding³

et al. 2022

Proceedings of the Annual Hawaii International Conference on System Sciences

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To distinguish from other competitors, companies have to establish good quality and price but also an excellent service policy. Especially the after-sales service should guarantee that customers having problems are supported and satisfied. Following, good complaint management is important. With the increase of economically profitable chatbots, there is a possibility to provide a 24/7 service to customers. To investigate what kind of chatbot avatar, which compensation, and what kind of reaction lead to a higher behavioral intention, a 2x2x2 between-subject design was conducted (N=389). The results show that the choice of the avatar, the reaction, as well as the compensation, play a decisive role in influencing user behavior and, thus, increase the probability that the customer, despite a complaint, returns and buys again from the retailer. Further, the behavioral intention can be explained by the mediating influences of anthropomorphism and the evaluation of redress.

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Section: Discussionmentioning

confidence: 99%

Section: Literature Review and Hypothesesmentioning

confidence: 99%

“Help! I Have a Problem” – Differences between a Humanlike and Robot-like Chatbot Avatar in Complaint Management

Fota¹,

Wagner²,

Roeding³

et al. 2022

Proceedings of the Annual Hawaii International Conference on System Sciences

View full text Add to dashboard Cite

show abstract

“…A vast body of literature has focused on a variety of avenues to humanize both machines and humans, including appearance, identity, and voice. For instance, people tend to attribute more humanlike characteristics or mental capacities to robots and avatars that project humanlike facial expressions, body configurations, and movements (e.g., Bartneck, Kulić, Croft & Zoghbi, 2009;Castro-González, Admoni, & Scassellati, 2016;DiSalvo, Gemperle, Forlizzi & Kiesler, 2002;Hegel, Gieselmann, Peters, Holthaus & Wrede, 2011;Heider & Simmel, 1946;Lee & Oh, 2015;Looser & Wheatley, 2010;Martini, Gonzalez, & Wiese, 2016;Morewedge, Preston, & Wegner, 2007). Moreover, providing identifying information, such as gender, name, or nationality, has been shown to humanize different types of non-human agents (e.g., robots, computers, and cars; Kuchenbrandt, Eyssel, Bobinger & Neufeld, 2013;Nass & Moon, 2000;Waytz, Heafner, & Epley, 2014).…”

Section: Cues Of Humannessmentioning

confidence: 99%

Human or Bot? How (Corrected) Errors Humanize a Communicator

Bluvstein¹,

Zhao²,

Barasch³

et al. 2019

Preprint

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Today more than ever before, online writing (e.g., emails, texts, and social media posts) has become a primary means of communication. Because written communication lacks human nonverbal cues (e.g., voice), people frequently struggle to distinguish whether they are interacting with a human or chatbot online. The current research suggests a novel way to humanize writers: typographical errors (“typos”). Across four experiments (N = 1,253) that used ambiguous conversational counterparts (e.g., customer service agents that might be bots), communicators who made and subsequently corrected a typo, rather than making no typo or not correcting a typo, appeared more humanlike. Respondents consequently believed that the communicator was warmer and were more likely to disclose personal information to the communicator. These findings provide insight into when people are willing to share their personal data online. We discuss theoretical implications for humanization and practical implications for Internet privacy and building trust in organizations.

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Virtual Influencers: The Effects of Controlling Entity, Appearance Realism and Product Type on Advertising Effect

Zhang,

Ren

2022

Lecture Notes in Computer Science

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Effects of Visual Cues on Social Perceptions and Self‐Categorization in Computer‐Mediated Communication

Cited by 4 publications

References 65 publications

“Help! I Have a Problem” – Differences between a Humanlike and Robot-like Chatbot Avatar in Complaint Management

“Help! I Have a Problem” – Differences between a Humanlike and Robot-like Chatbot Avatar in Complaint Management

Human or Bot? How (Corrected) Errors Humanize a Communicator

Virtual Influencers: The Effects of Controlling Entity, Appearance Realism and Product Type on Advertising Effect

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