Living up to the chatbot hype: The influence of anthropomorphic design cues and communicative agency framing on conversational agent and company perceptions

作者：

Highlights：

• Human-like cues increase perceptions of mindless and mindful anthropomorphism.

• Social presence higher for human- (vs. machine-like) agent with intelligent frame.

• Human-like cues increase company emotional connection levels in service encounters.

• Social presence mediates effect of human-like cues on company emotional connection.

摘要

•Human-like cues increase perceptions of mindless and mindful anthropomorphism.•Social presence higher for human- (vs. machine-like) agent with intelligent frame.•Human-like cues increase company emotional connection levels in service encounters.•Social presence mediates effect of human-like cues on company emotional connection.

论文关键词：Disembodied conversational agents,Chatbots,Service encounters,Social presence,Anthropomorphism

论文评审过程：Received 3 August 2017, Revised 22 March 2018, Accepted 29 March 2018, Available online 29 March 2018, Version of Record 6 April 2018.

论文官网地址：https://doi.org/10.1016/j.chb.2018.03.051