Swiping right: face perception in the age of Tinder

Rosa, Antonio Olivera-La; Tobón, Olber Eduardo Arango; Ingram, Gordon P. D.

doi:10.1016/j.heliyon.2019.e02949

Cited by 20 publications

(11 citation statements)

References 86 publications

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“…The results show that creepiness directly impacts loyalty in a chatbot context, and that the impact of creepiness on loyalty is also partially mediated by trust and negative emotions. These links have been validated in the service literature (Kim & Stepchenkova, 2018; Ou & Verhoef, 2017) for negative emotions and in e‐commerce studies for trust (Gefen & Straub, 2003). However, the effect of trust on loyalty in a chatbot context, was not significant in other research (airline industry; Meyer‐Waarden et al, 2020 and personal intelligent agents; Moussawi et al, 2020; Pitardi et al, 2021).…”

Section: Discussionmentioning

confidence: 78%

“…The role of negative emotions in affecting loyalty has been demonstrated in several studies in various service industries (Kim & Stepchenkova, 2018; Ou & Verhoef, 2017). However, to the best of our knowledge, no study has examined this link in a chatbot context.…”

Section: Theoretical Background and Development Of Hypothesesmentioning

confidence: 92%

“…Customers feeling negative emotions about a service that fails to meet their consumption expectations are inclined to avoid the service or to be less loyal (Ou & Verhoef, 2017). As they actively seek a service situation that generates a positive emotion, customers do not appreciate experiencing a negative one.…”

Section: Theoretical Background and Development Of Hypothesesmentioning

confidence: 99%

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Creepiness: Its antecedents and impact on loyalty when interacting with a chatbot

Rajaobelina

Tep

Arcand

et al. 2021

Psychology and Marketing

117

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Consumers sometimes describe their experience of interacting with artificial intelligence‐based human‐like chatbots as creepy. This study investigates the antecedents of creepiness (i.e., the chatbot's usability, privacy concerns, and user variables such as technology anxiety and the need for human interaction) and its impact on consumer loyalty. Grounded in the technology paradox, it deepens the understanding of creepiness in light of the theoretical underpinnings of the privacy paradox and privacy cynicism. Presented with the task of obtaining a car insurance quote, 430 consumers participated in a simulation involving interaction with a chatbot, followed by a questionnaire. The findings show that creepiness decreases loyalty and indirectly impacts it through trust and negative emotions. While usability reduces perceptions of creepiness, privacy concerns raised by the interaction with the chatbot increase creepiness, which is positively associated with consumer traits (i.e., technology anxiety and need for human interaction). The main contribution of the research lies in its focus on creepiness, a concept under‐researched in the marketing literature, and which can be seen from the perspective of a coping mechanism for consumers’ privacy concerns. This paper provides practical implications to orient managers in the design and implementation of chatbots, as a promising touch point to build customer loyalty.

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Section: Discussionmentioning

confidence: 78%

Section: Theoretical Background and Development Of Hypothesesmentioning

confidence: 92%

Section: Theoretical Background and Development Of Hypothesesmentioning

confidence: 99%

See 1 more Smart Citation

Creepiness: Its antecedents and impact on loyalty when interacting with a chatbot

Rajaobelina

Tep

Arcand

et al. 2021

Psychology and Marketing

117

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“…Indeed, the necessity of making moral inferences about novel targets is so important for person perception that it may have led to the evolution of an automatic pathway of moral inference (Olivera-La Rosa, Arango-Tobón & Ingram, 2019). In recent years, moral behaviors (Uhlmann et al, 2015) and attitudes (Bocian et al, 2018), emotional displays (Szczurek, Monin, & Gross, 2012), and the perception of uncanny faces (Olivera-La Rosa, 2018) have been suggested as perceptual cues indicative of moral character.…”

Section: Moral Character and First Impressionsmentioning

confidence: 99%

The creepy, the bad and the ugly: exploring perceptions of moral character and social desirability in uncanny faces

Corradi¹,

Rosa²,

Ingram³

et al. 2021

Preprint

Self Cite

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We used implicit and explicit measures to study whether “real” uncanny faces (by faces of Botox users and very ugly people) will be associated with perceptions of bad moral character and social avoidance. Implicit measures showed that uncanny faces were more strongly associated with negative aesthetic evaluations (“ugliness”) than with negative moral evaluation (“moral disgust”). At the explicit level, participants preferred greater social distance from uncanny faces than from neutral faces and inferred that they shared fewer moral values with uncanny faces than with neutral faces. Contrary to our hypotheses, only Ugly faces (but not Botox faces) were perceived as more likely to commit behaviors that indicate bad moral character. However, when this analysis was restricted to “sick” immoral actions, Botox faces were perceived as more likely to be engage in these kind of behaviors than neutral faces. Although exploratory in nature, this investigation suggest that ugliness (more than creepiness) may be the crucial evaluative dimension underlying rapid moral inferences from faces.

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“…In the context of human–machine interactions (Lutz et al. , 2019; Olivera-La Rosa et al. , 2019; Shklovski et al.…”

Section: Introductionmentioning

confidence: 99%

Drivers of privacy concerns when interacting with a chatbot in a customer service encounter

Bouhia

Rajaobelina

Tep

et al. 2022

IJBM

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PurposeThis study aims to examine the antecedents of privacy concerns in the era of artificial intelligence. Specifically, it focuses on the impact of various factors related to interactions with a chatbot (creepiness and perceived risk) and individual traits (familiarity with chatbots and need for privacy) in relation to privacy when interacting with a chatbot in the context of financial services. The moderating effect of gender on these relationships was also examined.Design/methodology/approachA total of 430 Canadians responded to an online questionnaire after interacting with a chatbot in the context of a simulated auto insurance quote. A structural equation model was used to test the hypotheses.FindingsThe results showed that privacy concerns are influenced primarily by creepiness, followed by perceived risk and the need for privacy. The last two relationships are moderated by gender. Conversely, familiarity with chatbots does not affect privacy concerns in this context.Originality/valueThis study is the first to consider the influence of creepiness as an antecedent of privacy concerns arising from interactions with AI tools and highlight its key impacts. It also shows how gender moderates specific relationships in this context.

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Swiping right: face perception in the age of Tinder

Cited by 20 publications

References 86 publications

Creepiness: Its antecedents and impact on loyalty when interacting with a chatbot

Creepiness: Its antecedents and impact on loyalty when interacting with a chatbot

The creepy, the bad and the ugly: exploring perceptions of moral character and social desirability in uncanny faces

Drivers of privacy concerns when interacting with a chatbot in a customer service encounter

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