The Human Touch: The Impact of Anthropomorphism in Chatbots on the Perceived Success of Solution Focused Coaching

IF 7.6 0 MANAGEMENT

Management Revue Pub Date : 2021-01-01 DOI:10.5771/0935-9915-2021-4-385

Ulrike Weber, Malte Lömker, Johannes Moskaliuk

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引用次数: 0

Abstract

This study explores how a chatbot can be used to support coachees to define and implement goals. It examines how the chatbot has to be designed to ensure that its coaching is successful. In this context anthropomorphism - the transmission of human qualities to non-human objects - should increase the acceptance of the chatbot and the perceived effectiveness of the coaching. While there are several studies on the perceived humanity of chatbots, no research has investigated the effects of anthropomorphic chatbots on the success of coaching. In an online experiment, participants (n = 44) performed randomised coaching with either a high or low anthropomorphic chatbot. Operationalizing a model of the effects of solution-focused individual coaching, the coachees were surveyed. The analysis shows that they were significantly more satisfied with the highly anthropomorphic chatbot, and rated the relationship building as well as the effectiveness of the coaching higher than by the less anthropomorphic chatbot. Therefore, the anthropomorphic representation of a chatbot in an online coaching session has a strong impact on its success.

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人情味:聊天机器人的拟人化对以解决方案为中心的教练的感知成功的影响

本研究探讨了如何使用聊天机器人来支持教练定义和实现目标。它研究了如何设计聊天机器人，以确保其辅导成功。在这种情况下，拟人化——将人类的品质传递给非人类的物体——应该会增加聊天机器人的接受度和教练的感知有效性。虽然有一些关于聊天机器人感知人性的研究，但没有研究调查拟人化聊天机器人对教练成功的影响。在一项在线实验中，参与者(n = 44)与拟人化程度较高或较低的聊天机器人进行随机指导。实施以解决方案为中心的个别辅导效果模型，对教练员进行了调查。分析表明，与拟人化程度较低的聊天机器人相比，他们对拟人化程度较高的聊天机器人明显更满意，并且对关系建立和指导效果的评价更高。因此，聊天机器人在在线辅导会话中的拟人化表现对其成功有很大的影响。

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

Management Revue MANAGEMENT-

CiteScore

1.20

自引率

0.00%

发文量

期刊介绍： Management Revue - Socio-Economic Studies is an interdisciplinary European journal that undergoes peer review. It publishes qualitative and quantitative work, along with purely theoretical papers, contributing to the study of management, organization, and industrial relations. The journal welcomes contributions from various disciplines, including business and public administration, organizational behavior, economics, sociology, and psychology. Regular features include reviews of books relevant to management and organization studies. Special issues provide a unique perspective on specific research fields. Organized by selected guest editors, each special issue includes at least two overview articles from leaders in the field, along with at least three new empirical papers and up to ten book reviews related to the topic. The journal aims to offer in-depth insights into selected research topics, presenting potentially controversial perspectives, new theoretical insights, valuable empirical analysis, and brief reviews of key publications. Its objective is to establish Management Revue - Socio-Economic Studies as a top-quality symposium journal for the international academic community.