聊天机器人互动:消费价值观和干扰情况如何影响客户的互动意愿

IF 6.5 2区 管理学 Q1 INFORMATION SCIENCE & LIBRARY SCIENCE Information Systems Journal Pub Date : 2024-01-30 DOI:10.1111/isj.12507
Marco Meier, Christian Maier, Jason B. Thatcher, Tim Weitzel
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引用次数: 0

摘要

聊天机器人为客户提供个性化服务,并为企业降低成本。虽然一些客户最初抵制与聊天机器人互动,但 COVID-19 的爆发让他们重新考虑。受此启发,我们探讨了 COVID-19 爆发等破坏性情况如何激发客户与聊天机器人互动的意愿。借鉴消费价值观理论,我们通过访谈确定了可能影响与聊天机器人互动意愿的情感、认识、功能和社会价值观。研究结果指出了六种价值观,并表明破坏性情况会刺激这些价值观如何影响与聊天机器人的 WTI。根据价值观共同促进行为的理论见解,我们建立了一个基于场景的研究,并采用了模糊集定性比较分析法。我们发现,无论在什么干扰情况下,体验到所有价值观的客户都愿意与聊天机器人互动,而没有体验到任何价值观的客户则不愿意。我们表明,破坏性情境会激发客户与聊天机器人互动的意愿,而如果没有破坏性情境,这些价值配置是不够的。我们通过强调好奇心的认识价值是与聊天机器人互动意愿的重要驱动力,对技术互动的相关价值进行了补充。在此过程中,我们提供了一个配置视角,解释了破坏性情境是如何刺激技术互动的。
本文章由计算机程序翻译,如有差异,请以英文原文为准。

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Chatbot interactions: How consumption values and disruptive situations influence customers' willingness to interact

Chatbots offer customers access to personalised services and reduce costs for organisations. While some customers initially resisted interacting with chatbots, the COVID-19 outbreak caused them to reconsider. Motivated by this observation, we explore how disruptive situations, such as the COVID-19 outbreak, stimulate customers' willingness to interact with chatbots. Drawing on the theory of consumption values, we employed interviews to identify emotional, epistemic, functional, and social values that potentially shape willingness to interact with chatbots. Findings point to six values and suggest that disruptive situations stimulate how the values influence WTI with chatbots. Following theoretical insights that values collectively contribute to behaviour, we set up a scenario-based study and employed a fuzzy set qualitative comparative analysis. We show that customers who experience all values are willing to interact with chatbots, and those who experience none are not, irrespective of disruptive situations. We show that disruptive situations stimulate the willingness to interact with chatbots among customers with configurations of values that would otherwise not have been sufficient. We complement the picture of relevant values for technology interaction by highlighting the epistemic value of curiosity as an important driver of willingness to interact with chatbots. In doing so, we offer a configurational perspective that explains how disruptive situations stimulate technology interaction.

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来源期刊
Information Systems Journal
Information Systems Journal INFORMATION SCIENCE & LIBRARY SCIENCE-
CiteScore
14.60
自引率
7.80%
发文量
44
期刊介绍: The Information Systems Journal (ISJ) is an international journal promoting the study of, and interest in, information systems. Articles are welcome on research, practice, experience, current issues and debates. The ISJ encourages submissions that reflect the wide and interdisciplinary nature of the subject and articles that integrate technological disciplines with social, contextual and management issues, based on research using appropriate research methods.The ISJ has particularly built its reputation by publishing qualitative research and it continues to welcome such papers. Quantitative research papers are also welcome but they need to emphasise the context of the research and the theoretical and practical implications of their findings.The ISJ does not publish purely technical papers.
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