dc.contributor.author | Munnukka, Juha | |
dc.contributor.author | Talvitie-Lamberg, Karoliina | |
dc.contributor.author | Maity, Devdeep | |
dc.date.accessioned | 2022-06-30T10:01:43Z | |
dc.date.available | 2022-06-30T10:01:43Z | |
dc.date.issued | 2022 | |
dc.identifier.citation | Munnukka, J., Talvitie-Lamberg, K., & Maity, D. (2022). Anthropomorphism and social presence in Human–Virtual service assistant interactions : The role of dialog length and attitudes. <i>Computers in Human Behavior</i>, <i>135</i>, Article 107343. <a href="https://doi.org/10.1016/j.chb.2022.107343" target="_blank">https://doi.org/10.1016/j.chb.2022.107343</a> | |
dc.identifier.other | CONVID_147259077 | |
dc.identifier.uri | https://jyx.jyu.fi/handle/123456789/82134 | |
dc.description.abstract | In this study, we delve into the perceived quality of recommendations provided by AI-based virtual service assistants (VSAs). Specifically, the role of the social presence of VSAs in influencing recommendation perceptions is investigated. We also explore how the social presence of a VSA is formed and how perceived anthropomorphism plays a vital role in shaping social presence and eventually instilling trust in VSAs among consumers. These relationships are examined in the context of online government services. The results indicate that consumer interaction with VSAs - manifesting via perceived anthropomorphism, social presence, dialog length, and attitudes - improves recommendation quality perceptions, which further instills trust in VSA-based recommendations. Perceived anthropomorphism was found to strongly influence the formation of social presence, whereas trust and recommendation quality - the outcomes of social presence - were found to be partially conditional on the dialog length and the degree of positive attitudes toward VSAs. The findings additionally suggest that a VSA can be considered a social actor that possesses the capability to bring a “human touch” to online services, therefore improving the overall online service experience. | en |
dc.format.mimetype | application/pdf | |
dc.language.iso | eng | |
dc.publisher | Elsevier | |
dc.relation.ispartofseries | Computers in Human Behavior | |
dc.rights | CC BY 4.0 | |
dc.subject.other | Virtual service assistant | |
dc.subject.other | Social presence | |
dc.subject.other | Perceived anthropomorphism | |
dc.subject.other | Recommendation quality | |
dc.subject.other | Dialog length | |
dc.subject.other | Attitudes | |
dc.title | Anthropomorphism and social presence in Human–Virtual service assistant interactions : The role of dialog length and attitudes | |
dc.type | article | |
dc.identifier.urn | URN:NBN:fi:jyu-202206303735 | |
dc.contributor.laitos | Kieli- ja viestintätieteiden laitos | fi |
dc.contributor.laitos | Kauppakorkeakoulu | fi |
dc.contributor.laitos | Department of Language and Communication Studies | en |
dc.contributor.laitos | School of Business and Economics | en |
dc.contributor.oppiaine | Markkinointi | fi |
dc.contributor.oppiaine | Digitaalinen liiketoiminta ja talous (painoala) | fi |
dc.contributor.oppiaine | Digital marketing and Communication | fi |
dc.contributor.oppiaine | Basic or discovery scholarship | fi |
dc.contributor.oppiaine | Marketing | en |
dc.contributor.oppiaine | Digital Business and Economy (focus area) | en |
dc.contributor.oppiaine | Digital marketing and Communication | en |
dc.contributor.oppiaine | Basic or discovery scholarship | en |
dc.type.uri | http://purl.org/eprint/type/JournalArticle | |
dc.type.coar | http://purl.org/coar/resource_type/c_2df8fbb1 | |
dc.description.reviewstatus | peerReviewed | |
dc.relation.issn | 0747-5632 | |
dc.relation.volume | 135 | |
dc.type.version | publishedVersion | |
dc.rights.copyright | © 2022 The Authors. Published by Elsevier Ltd. | |
dc.rights.accesslevel | openAccess | fi |
dc.subject.yso | sosiaalinen vuorovaikutus | |
dc.subject.yso | asenteet | |
dc.subject.yso | älykkäät agentit | |
dc.subject.yso | ihmisen ja tietokoneen vuorovaikutus | |
dc.subject.yso | antropomorfismi | |
dc.subject.yso | chattibotit | |
dc.subject.yso | verkkopalvelut | |
dc.subject.yso | kielellinen vuorovaikutus | |
dc.subject.yso | suosittelujärjestelmät | |
dc.format.content | fulltext | |
jyx.subject.uri | http://www.yso.fi/onto/yso/p10590 | |
jyx.subject.uri | http://www.yso.fi/onto/yso/p5619 | |
jyx.subject.uri | http://www.yso.fi/onto/yso/p24489 | |
jyx.subject.uri | http://www.yso.fi/onto/yso/p38007 | |
jyx.subject.uri | http://www.yso.fi/onto/yso/p23403 | |
jyx.subject.uri | http://www.yso.fi/onto/yso/p39028 | |
jyx.subject.uri | http://www.yso.fi/onto/yso/p6624 | |
jyx.subject.uri | http://www.yso.fi/onto/yso/p7831 | |
jyx.subject.uri | http://www.yso.fi/onto/yso/p28483 | |
dc.rights.url | https://creativecommons.org/licenses/by/4.0/ | |
dc.relation.doi | 10.1016/j.chb.2022.107343 | |
jyx.fundinginformation | Funding, Foundation for Economic Education, grant ID 180236 | |
dc.type.okm | A1 | |