“In A.I. we trust?” The effects of parasocial interaction and technopian versus luddite ideological views on chatbot-based customer relationship management in the emerging “feeling economy”

作者：

Highlights：

• Chatbots can form virtual assistantship versus virtual friendship with customers.

• Chatbots can represent a brand in customer relationship management (CRM).

• Brand personality perception and parasocial interaction (PSI) affect CRM.

• Virtual friend chatbots induce stronger PSI than virtual assistant chatbots.

• Technopians and luddites respond differently to AI-manifested brand personality.

摘要

•Chatbots can form virtual assistantship versus virtual friendship with customers.•Chatbots can represent a brand in customer relationship management (CRM).•Brand personality perception and parasocial interaction (PSI) affect CRM.•Virtual friend chatbots induce stronger PSI than virtual assistant chatbots.•Technopians and luddites respond differently to AI-manifested brand personality.

论文关键词：AI Chatbot user experience (UI) and user experience (UX),Parasocial interaction (PSI),Customer relationship management (CRM),Technopians versus luddites,Brand personality,Feeling economy

论文评审过程：Received 25 September 2020, Revised 22 January 2021, Accepted 25 January 2021, Available online 1 February 2021, Version of Record 16 February 2021.

论文官网地址：https://doi.org/10.1016/j.chb.2021.106721