The effect of trust and its antecedents towards determining users’ behavioral intention with voice-based consumer electronic devices

Pal, Debajyoti; Roy, Pranab; Arpnikanondt, Chonlameth; Thapliyal, Himanshu

doi:10.1016/j.heliyon.2022.e09271

Cited by 25 publications

(5 citation statements)

References 78 publications

(144 reference statements)

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“…Considering the theoretical implications, this study significantly contributes to the available literature [8,14,[86][87][88] on the investigation of online consumer behaviour in a multichannel environment in terms of identifying the determinants of channel selection and use. The empirical findings of this paper support previous studies in the multichannel context regarding the limited usability of sociodemographic characteristics to identify online customer segments based on channel usage [27,35,[88][89][90].…”

Section: Discussionsupporting

confidence: 83%

Predicting the Use of Chatbots for Consumer Channel Selection in Multichannel Environments: An Exploratory Study

Oncioiu

2023

Systems

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Online consumers are increasingly looking for more convenient ways to purchase products and services, and chatbots are becoming increasingly popular in multichannel environments due to their ability to provide an efficient service. In this context, managing digital complexity with the help of artificial intelligence and supporting decisions in a multichannel context is an appealing perspective for the retailer, who must find the right strategy to win and keep customers online. The present empirical study aims to better understand consumer behaviour in the multichannel environment in the context of four categories of products and services (retail banking, mobile communications, fashion, and consumer electronics) from the perspective of identifying determinants of channel selection when the consumer uses chatbots. Data were collected from 936 respondents with multichannel retail experience to conduct an empirical investigation on social media platforms, including Twitter, Facebook, and Instagram; these data were then analysed using structural equation modelling (SEM). We found that the online consumer’s multichannel behaviour was not only a reality in the field of broad purchasing decisions but already a norm, and consumers had good reasons to use more channels in the context of chatbots. Research results suggest that chatbots can represent a decision-making aid for managers in retail companies who want to develop an efficient and optimal logistics service strategy in multichannel environments.

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Section: Discussionsupporting

confidence: 83%

Predicting the Use of Chatbots for Consumer Channel Selection in Multichannel Environments: An Exploratory Study

Oncioiu

2023

Systems

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“…Third, the love aspect that is formed between the users and VAs has not been examined holistically by the current works. Currently, researchers have taken it for granted that love is distinctly explored via singular proxies such as liking [40], attachment [38], satisfaction [41], or passion [42]. Therefore, there is no uniform consensus as to what is ''love for AI'', and what can be its antecedents and consequences.…”

Section: Love For Ai: the Research Gapmentioning

confidence: 99%

Intelligent Attributes of Voice Assistants and User’s Love for AI: A SEM-Based Study

Pal¹,

Babakerkhell

Papasratorn

et al. 2023

IEEE Access

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Adoption of Voice Assistants (VA) has been a hot topic of research currently. However, the existing studies are based on traditional models like the Technology Acceptance Model that is less suitable for investigating adoption of AI-based technologies like VAs. This is because the conventional models do not consider the anthropomorphic nature of AI-based technologies that has the potential to form emotional bonds between man and machines. Therefore, in this work we propose artificial autonomy as an intelligent AIbased attribute founded on three task primitives of sensing, thinking, and action autonomy. Further, we use the concept of interpersonal love and apply it in the context of human-AI relationship based on Sternberg's Triangular Theory of love. Data is collected from 607 participants across two Asian countries. Partial Least Squares (PLS) based Structural Equation Modelling (SEM) has been used for the purpose of model building and testing. The results highlight the importance of artificial autonomy on all the three aspects of love, indicating the presence of consummate love. ''Love for AI'' is different from ''brand love'' since in the later case some of the love aspects of passion, intimacy, and commitment are missing. Theoretically, this study improves our understanding of artificial autonomy as an intelligent AI-attribute and the perceptions of love in Information Systems research. The findings can help technology companies develop novel strategies for improving the human-likeliness of these VAs.

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“…Definitively, perceived usefulness and ease of use are the most significant determinants of actual system usage, and they are susceptible to the influence of external factors. Some authors had studied perceived technology security (Gill, 2009; Jacobsson et al , 2016), perceived social presence (Pal et al , 2022), social identity (Giles and Bryne, 1982; Hosek, 2015) and trust in AI as a moderator (Lockey et al , 2021) in determining the intention to use AI-powered smart home devices.…”

Section: Literature Reviewmentioning

confidence: 99%

“…For instance, perceived technology security risks may strongly influence users' trust when adapting these technologies (Yang et al , 2017) due to data theft and unauthorised access. These were also the key areas of the TAM that influenced the intention to use AI-powered smart home devices, such as energy management (perceived cost), luxury (perceived connectedness) and relaxation (perceived compatibility) for modern living households with less effort (Pal et al , 2022), primarily to enhance users' trust in AI-powered smart home devices. In particular, perceived usefulness, ease of use and technology security were the three main influencing factors on the actual usage of AI-powered smart home devices (Hubert et al , 2017).…”

Section: Introductionmentioning

confidence: 99%

Exploring the usage intention of AI-powered devices in smart homes among millennials and zillennials: the moderating role of trust

Chin,

Wong,

Cham

et al. 2023

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Purpose This study aims to investigate how artificial intelligence (AI)-powered smart home devices affect young consumers' requirements for convenience, support, security and monitoring, as well as their ability to advance environmental sustainability. This study also examines the variables that impact users' motivation to use AI-powered smart home devices, such as perceived value, ease of use, social presence, identity, technology security and the moderating impact of trust. Design/methodology/approach The responses from residents of Sarawak, Malaysia, were collected through online questionnaires. This study aimed to examine the perceptions of millennials and zillennials towards their trust and adoption of AI-powered devices. This study used a quantitative approach, and the relationships among the study constructs were analysed using partial least squares - structural equation modelling. Findings The present study found that perceived usefulness, ease of use and social presence were the main motivators among actual and potential users of smart home devices, especially in determining their intentions to use and actual usage. Additionally, there was a moderating effect of trust on the relationship between perceived ease of use, social presence, social identity and intention to use AI-powered devices in smart homes. Originality/value To the best of the authors’ knowledge, this is one of the first studies to examine the factors influencing smart technology adoption. This study provided meaningful insights on the development of strategies for the key stakeholders to enhance the adoption and usage of AI-powered smart home devices in Sarawak, one of the promising Borneo states. Additionally, this study contributed to the growing body of knowledge on the associations between technology acceptance model dimensions, intention and actual usage of smart technology, with the moderating impact of trust.

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The effect of trust and its antecedents towards determining users’ behavioral intention with voice-based consumer electronic devices

Cited by 25 publications

References 78 publications

Predicting the Use of Chatbots for Consumer Channel Selection in Multichannel Environments: An Exploratory Study

Predicting the Use of Chatbots for Consumer Channel Selection in Multichannel Environments: An Exploratory Study

Intelligent Attributes of Voice Assistants and User’s Love for AI: A SEM-Based Study

Exploring the usage intention of AI-powered devices in smart homes among millennials and zillennials: the moderating role of trust

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