Should government chatbots behave like civil servants? The effect of chatbot identity characteristics on citizen experience

IF 7.8 1区管理学 Q1 INFORMATION SCIENCE & LIBRARY SCIENCE

Government Information Quarterly Pub Date : 2024-07-01 DOI:10.1016/j.giq.2024.101957

Xuesong Li, Jian Wang

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引用次数: 0

Abstract

Government chatbots are naturally imparted the identity of civil service agents, because they replace human civil servants in providing services on the frontline. However, little is known about whether government chatbots should present key characteristics consistent with their identity. Based on Computers Are Social Actors (CASA) theory and the stereotype content model (SCM), this study explored the effect of various identity characteristics on citizens' experiences in Chinese government chatbots. Valid data were obtained from 705 respondents and analysed using structural equation model, we found that manners, proactivity, conscientiousness, fairness, and professionalisation significantly influence the citizens' experiences, and that task-oriented language style has a negative effect. These effects are partly mediated by perceptions of warmth and competence. These findings contribute theoretically to the literature on chatbot identity and provide implications for incorporating chatbots into the design of e-government context.

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政府聊天机器人的行为是否应该像公务员一样？聊天机器人身份特征对公民体验的影响

政府聊天机器人自然会被赋予公务员代理的身份，因为它们会取代人类公务员在一线提供服务。然而，人们对政府聊天机器人是否应表现出与其身份相符的关键特征知之甚少。本研究基于 "计算机是社会行为者"（CASA）理论和 "刻板印象内容模型"（SCM），探讨了各种身份特征对公民使用中国政府聊天机器人体验的影响。我们从 705 名受访者那里获得了有效数据，并使用结构方程模型进行了分析，发现礼貌、主动性、自觉性、公平性和职业化会显著影响公民的体验，而任务导向型语言风格则会产生负面影响。这些影响在一定程度上受温暖感和能力感的调节。这些发现从理论上为有关聊天机器人身份的文献做出了贡献，并为将聊天机器人纳入电子政务设计提供了启示。

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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来源期刊

Government Information Quarterly INFORMATION SCIENCE & LIBRARY SCIENCE-

CiteScore

15.70

自引率

16.70%

发文量

106

期刊介绍： Government Information Quarterly (GIQ) delves into the convergence of policy, information technology, government, and the public. It explores the impact of policies on government information flows, the role of technology in innovative government services, and the dynamic between citizens and governing bodies in the digital age. GIQ serves as a premier journal, disseminating high-quality research and insights that bridge the realms of policy, information technology, government, and public engagement.