Pub Date : 2024-09-29DOI: 10.1177/00936502241284406
Adam Maksl, Peter J. Boedeker, Emily K. Vraga, Stephanie Craft, Melissa Tully, Seth Ashley
Given growing interest in the potential importance of news literacy around the world, a theoretically grounded and empirically validated measure of news literacy is essential. Building on existing theory, we developed and validated a 15-item true/false measure of news literacy knowledge. This measure comprehensively operationalizes the five C’s of news literacy—context, creation, content, circulation, and consumption—in a concise, adaptable, knowledge-based format. Using item response theory and differential item functioning analysis, we followed a three-survey process with representative U.S. samples, developing and assessing 80 true/false items in Study 1 ( N = 1,502) to reduce to 43 items in Study 2 ( N = 1,273). The final reduced set of 15 items was evaluated and validated in Study 3 ( N = 681) along with related measures of civics and current events knowledge, which were positively predicted by the news literacy knowledge measure. While this measure is designed and tested in the U.S. context, our process of operationalizing these complicated concepts and the novel true/false format facilitates its applicability to those interested in studying news literacy around the globe.
{"title":"Developing and Validating a 15-Item True/False Measure of News Literacy Knowledge","authors":"Adam Maksl, Peter J. Boedeker, Emily K. Vraga, Stephanie Craft, Melissa Tully, Seth Ashley","doi":"10.1177/00936502241284406","DOIUrl":"https://doi.org/10.1177/00936502241284406","url":null,"abstract":"Given growing interest in the potential importance of news literacy around the world, a theoretically grounded and empirically validated measure of news literacy is essential. Building on existing theory, we developed and validated a 15-item true/false measure of news literacy knowledge. This measure comprehensively operationalizes the five C’s of news literacy—context, creation, content, circulation, and consumption—in a concise, adaptable, knowledge-based format. Using item response theory and differential item functioning analysis, we followed a three-survey process with representative U.S. samples, developing and assessing 80 true/false items in Study 1 ( N = 1,502) to reduce to 43 items in Study 2 ( N = 1,273). The final reduced set of 15 items was evaluated and validated in Study 3 ( N = 681) along with related measures of civics and current events knowledge, which were positively predicted by the news literacy knowledge measure. While this measure is designed and tested in the U.S. context, our process of operationalizing these complicated concepts and the novel true/false format facilitates its applicability to those interested in studying news literacy around the globe.","PeriodicalId":48323,"journal":{"name":"Communication Research","volume":null,"pages":null},"PeriodicalIF":6.2,"publicationDate":"2024-09-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142329195","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"文学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-09-29DOI: 10.1177/00936502241287334
Kara S. Fort, Rachel Lopez, Hillary C. Shulman, Elizabeth E. Riggs, Jorge Cruz Ibarra
This experiment (N = 1,241) investigates the impact of code-mixing, defined as the use of more than one language, on processing fluency, narrative engagement, and cross-cultural attitudes. Using a sample of native English speakers located in the United States, we found that narratives that include code-mixing, a common feature of intercultural communication, felt more difficult to process and, in turn, led to more negative out-group bias and less narrative engagement. These findings integrate and extend intercultural communication and narrative theory and consider the challenges and opportunities that accompany diverse representations of characters in storytelling. Rather than highlight these challenges, however, we consider theoretically based strategies to improve audiences’ reception to cross cultural content and, in doing so, hope to inform communication practices that lead to a greater regard for others.
{"title":"The Impacts of Code-Mixing in a Cross-Cultural Narrative: How Processing Fluency Impacts Narrative Engagement and Attitudes Toward Out-Groups","authors":"Kara S. Fort, Rachel Lopez, Hillary C. Shulman, Elizabeth E. Riggs, Jorge Cruz Ibarra","doi":"10.1177/00936502241287334","DOIUrl":"https://doi.org/10.1177/00936502241287334","url":null,"abstract":"This experiment (N = 1,241) investigates the impact of code-mixing, defined as the use of more than one language, on processing fluency, narrative engagement, and cross-cultural attitudes. Using a sample of native English speakers located in the United States, we found that narratives that include code-mixing, a common feature of intercultural communication, felt more difficult to process and, in turn, led to more negative out-group bias and less narrative engagement. These findings integrate and extend intercultural communication and narrative theory and consider the challenges and opportunities that accompany diverse representations of characters in storytelling. Rather than highlight these challenges, however, we consider theoretically based strategies to improve audiences’ reception to cross cultural content and, in doing so, hope to inform communication practices that lead to a greater regard for others.","PeriodicalId":48323,"journal":{"name":"Communication Research","volume":null,"pages":null},"PeriodicalIF":6.2,"publicationDate":"2024-09-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142329193","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"文学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-09-14DOI: 10.1177/00936502241279625
Teresa Lynch, Annie Dooley, Matthew R. Erxleben
Sexualization is a prominently studied dimension of how media content contributes to problematic outcomes for women (e.g., self-objectification). In video game contexts, scholars have debated whether portrayals of powerful characters may disrupt undesirable outcomes of sexual objectification. In two studies, we experimentally manipulated sex appeal cues and strength cues in female characters. Participants reported their impressions in terms of key person perception outcomes and liking of the characters. We also aimed to understand how interactivity shapes impression formation by comparing viewing (Study 1) to playing (Study 2) contexts. Results indicated that sex appeal cues and strength cues interacted to shape character impressions but did so differently depending on the type of interaction participants had with the character. In both studies, sexual appeal cues produced greater disliking of the characters. Our discussion considers the findings with respect to character design in video games and other media entertainment.
{"title":"Examining How Sex Appeal Cues and Strength Cues Influence Impressions of Female Video Game Characters","authors":"Teresa Lynch, Annie Dooley, Matthew R. Erxleben","doi":"10.1177/00936502241279625","DOIUrl":"https://doi.org/10.1177/00936502241279625","url":null,"abstract":"Sexualization is a prominently studied dimension of how media content contributes to problematic outcomes for women (e.g., self-objectification). In video game contexts, scholars have debated whether portrayals of powerful characters may disrupt undesirable outcomes of sexual objectification. In two studies, we experimentally manipulated sex appeal cues and strength cues in female characters. Participants reported their impressions in terms of key person perception outcomes and liking of the characters. We also aimed to understand how interactivity shapes impression formation by comparing viewing (Study 1) to playing (Study 2) contexts. Results indicated that sex appeal cues and strength cues interacted to shape character impressions but did so differently depending on the type of interaction participants had with the character. In both studies, sexual appeal cues produced greater disliking of the characters. Our discussion considers the findings with respect to character design in video games and other media entertainment.","PeriodicalId":48323,"journal":{"name":"Communication Research","volume":null,"pages":null},"PeriodicalIF":6.2,"publicationDate":"2024-09-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142233381","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"文学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-09-14DOI: 10.1177/00936502241278944
Joseph B. Walther
This essay explicates a middle range theory to predict and explain the propagation and magnification of hate messages on social media. It builds upon an assumption that people post hate messages in order to garner signals of social approval from other social media users. It articulates specific propositions involving several constructs, including signals of social approval, disapproval, and sufficiency of social approval. Six derived hypotheses predict how these dynamics apply in certain contexts of social media interaction involving hate posting. It reviews empirical research that applies to these hypotheses, raises issues for future research, and reviews concurrence and distinctions between this approach and other theories.
{"title":"The Effects of Social Approval Signals on the Production of Online Hate: A Theoretical Explication","authors":"Joseph B. Walther","doi":"10.1177/00936502241278944","DOIUrl":"https://doi.org/10.1177/00936502241278944","url":null,"abstract":"This essay explicates a middle range theory to predict and explain the propagation and magnification of hate messages on social media. It builds upon an assumption that people post hate messages in order to garner signals of social approval from other social media users. It articulates specific propositions involving several constructs, including signals of social approval, disapproval, and sufficiency of social approval. Six derived hypotheses predict how these dynamics apply in certain contexts of social media interaction involving hate posting. It reviews empirical research that applies to these hypotheses, raises issues for future research, and reviews concurrence and distinctions between this approach and other theories.","PeriodicalId":48323,"journal":{"name":"Communication Research","volume":null,"pages":null},"PeriodicalIF":6.2,"publicationDate":"2024-09-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142233406","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"文学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-09-04DOI: 10.1177/00936502241277149
Bryan McLaughlin, Melissa R. Gotlieb, Devin J. Mills, Michael J. Serra, Joshua Cloudy
The present research draws from the work in narrative transportation to examine the impact of problematic news consumption (PNC) on increased political hostility among partisans. Because individuals with high levels of PNC tend to become absorbed and fixated on the mediated political world, which is filled with exaggerated depictions of political conflict, they should be more prone to view those who disagree with them as “enemies,” leading to an increased likelihood of getting into fights, flaming, and even becoming radicalized. We explore this relationship, along with the role of dispositional mindfulness as a protective mechanism that reduces susceptibility toward PNC and, in turn, political hostility, across two surveys—a cross-sectional survey and a two-wave longitudinal survey. Our findings provide strong support for our hypothesized model: dispositional mindfulness relates to lower levels of political hostility indirectly through its relationship to PNC, particularly among those with higher levels of conflict-approach orientation.
{"title":"Living in a (Mediated) Political World: Mindfulness, Problematic News Consumption, and Political Hostility","authors":"Bryan McLaughlin, Melissa R. Gotlieb, Devin J. Mills, Michael J. Serra, Joshua Cloudy","doi":"10.1177/00936502241277149","DOIUrl":"https://doi.org/10.1177/00936502241277149","url":null,"abstract":"The present research draws from the work in narrative transportation to examine the impact of problematic news consumption (PNC) on increased political hostility among partisans. Because individuals with high levels of PNC tend to become absorbed and fixated on the mediated political world, which is filled with exaggerated depictions of political conflict, they should be more prone to view those who disagree with them as “enemies,” leading to an increased likelihood of getting into fights, flaming, and even becoming radicalized. We explore this relationship, along with the role of dispositional mindfulness as a protective mechanism that reduces susceptibility toward PNC and, in turn, political hostility, across two surveys—a cross-sectional survey and a two-wave longitudinal survey. Our findings provide strong support for our hypothesized model: dispositional mindfulness relates to lower levels of political hostility indirectly through its relationship to PNC, particularly among those with higher levels of conflict-approach orientation.","PeriodicalId":48323,"journal":{"name":"Communication Research","volume":null,"pages":null},"PeriodicalIF":6.2,"publicationDate":"2024-09-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142142604","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"文学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-08-31DOI: 10.1177/00936502241276793
Teun Siebers, Ine Beyens, Susanne E. Baumgartner, Patti M. Valkenburg
The smartphone occupies a substantial part of adolescents’ daily life, from the moment they wake up to, for some, well beyond their bedtime. The current study compared the impact of adolescents’ daytime, pre-bedtime, and post-bedtime smartphone use on their sleep quality. In addition, it explored the differential effects of lean-back and lean-forward smartphone apps. We collected data from 155 adolescents across 21 days using smartphone tracking (745,706 app activities) in combination with experience sampling (1,950 sleep quality assessments). We found no significant effects of daytime and pre-bedtime smartphone use on sleep quality, but a negative association of post-bedtime smartphone use with sleep quality (β = −.09). The association between smartphone use and sleep quality varied across app categories: Time spent on lean-forward apps around bedtime, such as social media apps right before (β = −.08) and game apps after bedtime (β = −.23), was associated with lower sleep quality. The use of lean-back apps (i.e., video players) was not associated with sleep quality, neither before nor after bedtime.
{"title":"Adolescents’ Digital Nightlife: The Comparative Effects of Day- and Nighttime Smartphone Use on Sleep Quality","authors":"Teun Siebers, Ine Beyens, Susanne E. Baumgartner, Patti M. Valkenburg","doi":"10.1177/00936502241276793","DOIUrl":"https://doi.org/10.1177/00936502241276793","url":null,"abstract":"The smartphone occupies a substantial part of adolescents’ daily life, from the moment they wake up to, for some, well beyond their bedtime. The current study compared the impact of adolescents’ daytime, pre-bedtime, and post-bedtime smartphone use on their sleep quality. In addition, it explored the differential effects of lean-back and lean-forward smartphone apps. We collected data from 155 adolescents across 21 days using smartphone tracking (745,706 app activities) in combination with experience sampling (1,950 sleep quality assessments). We found no significant effects of daytime and pre-bedtime smartphone use on sleep quality, but a negative association of post-bedtime smartphone use with sleep quality (β = −.09). The association between smartphone use and sleep quality varied across app categories: Time spent on lean-forward apps around bedtime, such as social media apps right before (β = −.08) and game apps after bedtime (β = −.23), was associated with lower sleep quality. The use of lean-back apps (i.e., video players) was not associated with sleep quality, neither before nor after bedtime.","PeriodicalId":48323,"journal":{"name":"Communication Research","volume":null,"pages":null},"PeriodicalIF":6.2,"publicationDate":"2024-08-31","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142100662","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"文学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-08-29DOI: 10.1177/00936502241273263
Tali Aharoni, Christian Baden, Maximilian Overbeck, Keren Tenenboim-Weinblatt
Communication research has long explored the association between media trust and news consumption. However, the strength and direction of this relationship have remained elusive. This study suggests a new approach for investigating these complex relations, differentiating between usage and trust associated with different sources over time. Focusing on the 2022 French election and drawing on data from a four-wave panel survey (N = 1,294), we utilized Random Intercept Cross-Lagged Panel Model (RI-CLPM) analysis to uncover two key over time effects: a selection effect, wherein trust reinforces usage; and a media effect, wherein usage influences trust. While a selection effect driven by news trust was observed in a right-wing political alternative channel, a media effect leading to news trust was linked with more traditional television channels. By identifying these effects and their associations with various types of outlets, this study advances the ongoing scholarly debate around the role of trust in news consumption.
{"title":"Re-assessing the Dynamics of News Use and Trust: A Multi-Outlet Perspective","authors":"Tali Aharoni, Christian Baden, Maximilian Overbeck, Keren Tenenboim-Weinblatt","doi":"10.1177/00936502241273263","DOIUrl":"https://doi.org/10.1177/00936502241273263","url":null,"abstract":"Communication research has long explored the association between media trust and news consumption. However, the strength and direction of this relationship have remained elusive. This study suggests a new approach for investigating these complex relations, differentiating between usage and trust associated with different sources over time. Focusing on the 2022 French election and drawing on data from a four-wave panel survey (N = 1,294), we utilized Random Intercept Cross-Lagged Panel Model (RI-CLPM) analysis to uncover two key over time effects: a selection effect, wherein trust reinforces usage; and a media effect, wherein usage influences trust. While a selection effect driven by news trust was observed in a right-wing political alternative channel, a media effect leading to news trust was linked with more traditional television channels. By identifying these effects and their associations with various types of outlets, this study advances the ongoing scholarly debate around the role of trust in news consumption.","PeriodicalId":48323,"journal":{"name":"Communication Research","volume":null,"pages":null},"PeriodicalIF":6.2,"publicationDate":"2024-08-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142100695","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"文学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-08-16DOI: 10.1177/00936502241269933
Renee Mitson, Eugene Lee, Jonathan Anderson
Based on interviews with app-based gig workers, this study uses Ganesh’s managing surveillance framework to explore relentless visibility and sousveillance (e.g., resistance, activism) to understand how app-based gig workers are being watched, watch others, and experience the economics and authoritative powers of gig work. Findings demonstrate how the intentionally designed technological aspects of mobile app-based gig work and the features of algorithmic management contribute to an ecosystem wherein gig workers are relentlessly observed by their gig parent organizations, how that is perceived by gig workers, and how this creates distrust, resistance and counter-surveillance towards the organization over time. As a result, gig workers begin to conduct their own surveillance, and simultaneously make attempts to surveil the gig parent organizations, and watch those who are watching them. As such, this study proposes a sousveillance spectrum wherein initially compliant gig workers may document surveillance and over time selectively ignore the organization’s rules, both to make the most of an ambiguous employment structure and also to shirk the oversight of the parent organization. Practically, this study provides insight as to how gig workers experience surveillance, how they make efforts to regain power through their own surveillance, and activism, and how the technological aspects of app-based gig work impact casual employment.
{"title":"Gig Workers and Managing App-Based Surveillance","authors":"Renee Mitson, Eugene Lee, Jonathan Anderson","doi":"10.1177/00936502241269933","DOIUrl":"https://doi.org/10.1177/00936502241269933","url":null,"abstract":"Based on interviews with app-based gig workers, this study uses Ganesh’s managing surveillance framework to explore relentless visibility and sousveillance (e.g., resistance, activism) to understand how app-based gig workers are being watched, watch others, and experience the economics and authoritative powers of gig work. Findings demonstrate how the intentionally designed technological aspects of mobile app-based gig work and the features of algorithmic management contribute to an ecosystem wherein gig workers are relentlessly observed by their gig parent organizations, how that is perceived by gig workers, and how this creates distrust, resistance and counter-surveillance towards the organization over time. As a result, gig workers begin to conduct their own surveillance, and simultaneously make attempts to surveil the gig parent organizations, and watch those who are watching them. As such, this study proposes a sousveillance spectrum wherein initially compliant gig workers may document surveillance and over time selectively ignore the organization’s rules, both to make the most of an ambiguous employment structure and also to shirk the oversight of the parent organization. Practically, this study provides insight as to how gig workers experience surveillance, how they make efforts to regain power through their own surveillance, and activism, and how the technological aspects of app-based gig work impact casual employment.","PeriodicalId":48323,"journal":{"name":"Communication Research","volume":null,"pages":null},"PeriodicalIF":6.2,"publicationDate":"2024-08-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141994539","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"文学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-08-13DOI: 10.1177/00936502241273157
Laurent H. Wang, Miriam J. Metzger
Do existing social inequalities translate into social media privacy management? This study examined racial/ethnic differences in privacy concerns and privacy management behaviors on social media to evaluate empirical evidence for an online privacy divide in the U.S. In addition, we tested two prominent theoretical perspectives–resource-based and identity-based explanations–for such divides. Results from an online survey ( N = 1,401) revealed that compared to White social media users, Latinx and Asian users reported higher horizontal and vertical privacy concerns, Latinx users employed horizontal privacy management strategies more frequently, Black users reported higher horizontal and vertical privacy self-efficacy, and Latinx users reported higher vertical privacy self-efficacy. While unequal distribution of resources (i.e., socioeconomic status) explained some differences among Asian (vs. White) participants, identity-based factor (i.e., perceived discrimination) served to motivate cautious privacy management among Black participants. Theoretical contributions to the privacy and marginalization literature are discussed. Practical implications are provided.
{"title":"The Online Privacy Divide: Testing Resource and Identity Explanations for Racial/Ethnic Differences in Privacy Concerns and Privacy Management Behaviors on Social Media","authors":"Laurent H. Wang, Miriam J. Metzger","doi":"10.1177/00936502241273157","DOIUrl":"https://doi.org/10.1177/00936502241273157","url":null,"abstract":"Do existing social inequalities translate into social media privacy management? This study examined racial/ethnic differences in privacy concerns and privacy management behaviors on social media to evaluate empirical evidence for an online privacy divide in the U.S. In addition, we tested two prominent theoretical perspectives–resource-based and identity-based explanations–for such divides. Results from an online survey ( N = 1,401) revealed that compared to White social media users, Latinx and Asian users reported higher horizontal and vertical privacy concerns, Latinx users employed horizontal privacy management strategies more frequently, Black users reported higher horizontal and vertical privacy self-efficacy, and Latinx users reported higher vertical privacy self-efficacy. While unequal distribution of resources (i.e., socioeconomic status) explained some differences among Asian (vs. White) participants, identity-based factor (i.e., perceived discrimination) served to motivate cautious privacy management among Black participants. Theoretical contributions to the privacy and marginalization literature are discussed. Practical implications are provided.","PeriodicalId":48323,"journal":{"name":"Communication Research","volume":null,"pages":null},"PeriodicalIF":6.2,"publicationDate":"2024-08-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141980589","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"文学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-08-13DOI: 10.1177/00936502241273259
Ben Sheehan, Hyun Seung Jin, Brett Martin, Hyoje Jay Kim
Could a subtle shift in the language used by chatbots improve service interactions? This research suggests that a chatbot’s use of interjections (e.g., “wow” and “hmm”), can shape consumer attitudes and behaviors. Four experiments demonstrate that consumers are more satisfied, more willing to purchase, and more likely to remain loyal when chatbots use interjections. The studies find support for a sequential mediation model where interjections increase anthropomorphism, which in-turn increases perceived listening and then impacts consumer responses. Consumers respond positively to interjections because they feel the chatbot is more human-like, and thus capable of attending to them and understanding their needs. This interjection effect holds across a range of consumer contexts and at different stages of the purchasing process. The findings shed light on why anthropomorphism has a positive effect in human-chatbot interactions, while providing a straightforward means of enhancing customer satisfaction, purchase intent, and loyalty.
{"title":"Wow! Interjections Improve Chatbot Performance: The Mediating Role of Anthropomorphism and Perceived Listening","authors":"Ben Sheehan, Hyun Seung Jin, Brett Martin, Hyoje Jay Kim","doi":"10.1177/00936502241273259","DOIUrl":"https://doi.org/10.1177/00936502241273259","url":null,"abstract":"Could a subtle shift in the language used by chatbots improve service interactions? This research suggests that a chatbot’s use of interjections (e.g., “wow” and “hmm”), can shape consumer attitudes and behaviors. Four experiments demonstrate that consumers are more satisfied, more willing to purchase, and more likely to remain loyal when chatbots use interjections. The studies find support for a sequential mediation model where interjections increase anthropomorphism, which in-turn increases perceived listening and then impacts consumer responses. Consumers respond positively to interjections because they feel the chatbot is more human-like, and thus capable of attending to them and understanding their needs. This interjection effect holds across a range of consumer contexts and at different stages of the purchasing process. The findings shed light on why anthropomorphism has a positive effect in human-chatbot interactions, while providing a straightforward means of enhancing customer satisfaction, purchase intent, and loyalty.","PeriodicalId":48323,"journal":{"name":"Communication Research","volume":null,"pages":null},"PeriodicalIF":6.2,"publicationDate":"2024-08-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141974272","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"文学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
京公网安备 11010802042870号
京ICP备2023020795号-1
扫码关注我们
求助内容：
应助结果提醒方式：