Gain Park, Myungok Chris Yim, J. Chung, Seyoung Lee
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引用次数: 7
Abstract
Abstract
This paper explores the effect of chatbot empathy and identity disclosure on willingness to donate (WTD) to a fundraising project and the psychological mechanism in the relationship. In a 3 (information-only vs. cognitive empathy vs. affective empathy) × 2 (chatbot vs. human identity) experiment, 496 US adults had a conversation about a fundraising event with one of six artificial intelligence-powered chatbots. The results revealed that neither chatbot empathy nor identity disclosure has a significant effect on WTD, rejecting the hypotheses. However, the data supported a significant interaction effect between chatbot empathy and identity disclosure on WTD. Moreover, the results suggested that the interaction effect between chatbot empathy and identity disclosure on WTD would be mediated through human likeness and social presence. This study suggests how empathy and human identity of chatbots should be applied with care to avoid the uncanny valley effect.
期刊介绍：
Behaviour & Information Technology (BIT) puts people before technology. As such it deviates from other related journals. It is the primary scientific venue for peer-reviewed publications on human-centred IT.
BIT reports original research studies, practical case studies, and thoughtful articles on:
• usability and user experience (UX)
• human computer interaction (HCI)
• human-centred and user-centred design
• the social, business and human aspects of the digital world.
The Journal attracts authors and readers from a variety of disciplines (e.g., usability, user experience, psychology, ergonomics, computer science, and sociology), originating from both academics and industry.
All papers are subject to initial appraisal by the Editor, and, if found suitable for further consideration, will undertake rigorous double blind peer review by independent, anonymous expert referees.
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