Measuring consumer-perceived humanness of online organizational agents

作者：

Highlights：

• Operational definitions of perceived humanness and machineness introduced.

• Perceived humanness measure can assess performance of both human and AI agents.

• Perceived humanness correlated with perceived relational investment (PRI) and trust.

• PRI mediated relationship between perceived humanness and trust in organization.

• Perceived machineness did not correlate with PRI and trust.

摘要

•Operational definitions of perceived humanness and machineness introduced.•Perceived humanness measure can assess performance of both human and AI agents.•Perceived humanness correlated with perceived relational investment (PRI) and trust.•PRI mediated relationship between perceived humanness and trust in organization.•Perceived machineness did not correlate with PRI and trust.

论文关键词：Virtual Agents,Live chat,Perceived humanness,Perceived machineness,Human-machine communication,Computer-mediated communication,Conversational human voice,Social presence,Anthropomorphism,Chatbots

论文评审过程：Received 9 June 2021, Revised 26 October 2021, Accepted 3 November 2021, Available online 6 November 2021, Version of Record 23 December 2021.

论文官网地址：https://doi.org/10.1016/j.chb.2021.107092