Marco Meier, Christian Maier, Jason B. Thatcher, Tim Weitzel
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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.</p>","PeriodicalId":48049,"journal":{"name":"Information Systems Journal","volume":null,"pages":null},"PeriodicalIF":6.5000,"publicationDate":"2024-01-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://onlinelibrary.wiley.com/doi/epdf/10.1111/isj.12507","citationCount":"0","resultStr":"{\"title\":\"Chatbot interactions: How consumption values and disruptive situations influence customers' willingness to interact\",\"authors\":\"Marco Meier, Christian Maier, Jason B. Thatcher, Tim Weitzel\",\"doi\":\"10.1111/isj.12507\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"<p>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. 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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.
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.