Human vs. AI: Understanding the impact of anthropomorphism on consumer response to chatbots from the perspective of trust and relationship norms

作者：

Highlights：

• A mix-methods approach is conducted to examine anthropomorphic attributes.

• Perceived warmth and perceived competence increase consumers’ perceived trust.

• Consumers’ perceived trust in chatbots decreases their intention to switch to a human agent.

• Relationship norms moderate the relationships between anthropomorphic attributes of chatbots and perceived trust.

摘要

•A mix-methods approach is conducted to examine anthropomorphic attributes.•Perceived warmth and perceived competence increase consumers’ perceived trust.•Consumers’ perceived trust in chatbots decreases their intention to switch to a human agent.•Relationship norms moderate the relationships between anthropomorphic attributes of chatbots and perceived trust.

论文关键词：Chatbot,Anthropomorphism,Trust,Relationship norms,Intention to switch

论文评审过程：Received 28 November 2021, Revised 1 April 2022, Accepted 4 April 2022, Available online 9 April 2022, Version of Record 9 April 2022.

论文官网地址：https://doi.org/10.1016/j.ipm.2022.102940