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Opposing Effects of Response Time in Human–Chatbot Interaction: The Moderating Role of Prior Experience

Gnewuch, Ulrich 1; Morana, Stefan; Adam, Marc T. P.; Maedche, Alexander 1
1 Institut für Wirtschaftsinformatik und Marketing (IISM), Karlsruher Institut für Technologie (KIT)

Abstract:

Research has shown that employing social cues (e.g., name, human-like avatar) in chatbot design enhances users’ social presence perceptions and their chatbot usage intentions. However, the picture is less clear for the social cue of chatbot response time. While some researchers argue that instant responses make chatbots appear unhuman-like, others suggest that delayed responses are perceived less positively. Drawing on social response theory and expectancy violations theory, this study investigates whether users’ prior experience with chatbots clarifies the inconsistencies in the literature. In a lab experiment (N = 202), participants interacted with a chatbot that responded either instantly or with a delay. The results reveal that a delayed response time has opposing effects on social presence and usage intentions and shed light on the differences between novice users and experienced users – that is, those who have not interacted with a chatbot before vs. those who have. This study contributes to information systems literature by identifying prior experience as a key moderating factor that shapes users’ social responses to chatbots and by reconciling inconsistencies in the literature regarding the role of chatbot response time. ... mehr


Verlagsausgabe §
DOI: 10.5445/IR/1000148283/pub
Veröffentlicht am 10.02.2023
Originalveröffentlichung
DOI: 10.1007/s12599-022-00755-x
Scopus
Zitationen: 10
Dimensions
Zitationen: 13
Cover der Publikation
Zugehörige Institution(en) am KIT Institut für Wirtschaftsinformatik und Marketing (IISM)
Publikationstyp Zeitschriftenaufsatz
Publikationsjahr 2022
Sprache Englisch
Identifikator ISSN: 2363-7005, 1867-0202
KITopen-ID: 1000148283
Erschienen in Business & Information Systems Engineering
Verlag Springer
Band 64
Seiten 773–791
Vorab online veröffentlicht am 30.05.2022
Nachgewiesen in Web of Science
Dimensions
Scopus
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