Friend, mentor, lover: does chatbot engagement lead to psychological dependence?

IF 7.8 2区管理学 Q1 MANAGEMENT

Journal of Service Management Pub Date : 2023-05-10 DOI:10.1108/josm-02-2022-0072

Tian Xie, Iryna Pentina, Tyler Hancock

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引用次数: 1

Abstract

PurposeThe purpose of this study is to explore customer-artificial intelligence (AI) service technology engagement and relationship development drivers, as well as potential negative consequences in the context of social chatbots.Design/methodology/approachA sequential mixed-method approach combined exploratory qualitative and confirmatory quantitative analyses. A conceptual model developed from Study 1 qualitative content analysis of in-depth interviews with active users of the AI social chatbot Replika was tested in Study 2 by analyzing survey data obtained from current Replika users.FindingsLoneliness, trust and chatbot personification drive consumer engagement with social chatbots, which fosters relationship development and has the potential to cause chatbot psychological dependence. Attachment to a social chatbot intensifies the positive role of engagement in relationship development with the chatbot.Originality/valueThis study was the first to combine qualitative and quantitative approaches to explore drivers, boundary conditions and consequences of relationship and dependence formation with social chatbots. The authors proposed and empirically tested a novel theoretical model that revealed an engagement-based mechanism of relationship and dependence formation with social chatbots.

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朋友、导师、爱人:聊天机器人的参与会导致心理依赖吗?

本研究的目的是探讨客户-人工智能(AI)服务技术的参与和关系发展驱动因素，以及社交聊天机器人背景下潜在的负面影响。设计/方法/方法一种结合探索性定性分析和验证性定量分析的顺序混合方法。研究1通过对人工智能社交聊天机器人Replika活跃用户的深度访谈进行定性内容分析，开发了一个概念模型，并在研究2中通过分析从当前Replika用户获得的调查数据进行了测试。孤独感、信任和聊天机器人的人格化推动了消费者与社交聊天机器人的互动，这促进了关系的发展，并有可能导致聊天机器人的心理依赖。对社交聊天机器人的依恋强化了参与在与聊天机器人的关系发展中的积极作用。原创性/价值这项研究首次将定性和定量方法结合起来，探索社交聊天机器人关系和依赖形成的驱动因素、边界条件和后果。作者提出并实证检验了一个新的理论模型，该模型揭示了社交聊天机器人之间基于参与的关系和依赖形成机制。

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

Journal of Service Management MANAGEMENT-

CiteScore

19.20

自引率

9.40%

发文量

期刊介绍： The Journal of Service Management (JOSM) centers its scope on research in service management. It disseminates papers showcasing distinctive and noteworthy contributions to service literature, serving as a communication platform for individuals in the service management field, transcending disciplines, functional areas, sectors, and nationalities. The journal publishes double-blind reviewed papers emphasizing service literature/theory and its practical applications.