Trust me, I'm a bot – repercussions of chatbot disclosure in different service frontline settings

Volume: 33, Issue: 2, Pages: 221 - 245
Published: Jun 17, 2021
Abstract
Purpose Chatbots are increasingly prevalent in the service frontline. Due to advancements in artificial intelligence, chatbots are often indistinguishable from humans. Regarding the question whether firms should disclose their chatbots' nonhuman identity or not, previous studies find negative consumer reactions to chatbot disclosure. By considering the role of trust and service-related context factors, this study explores how negative effects of...
Paper Details
Title
Trust me, I'm a bot – repercussions of chatbot disclosure in different service frontline settings
Published Date
Jun 17, 2021
Volume
33
Issue
2
Pages
221 - 245
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