{"title":"影响客户是否愿意信任在线购物聊天机器人的因素","authors":"Jindi Fu, S. Mouakket, Yuan Sun","doi":"10.4018/jgim.347503","DOIUrl":null,"url":null,"abstract":"This study expands the limited research on chatbots by integrating factors from the unified technology acceptance and use of technology (UTAUT) model and the technology readiness index (TRI) framework to explain individuals' trust in chatbots within an online shopping context. According to our findings, customer readiness characteristics (innovativeness and optimism) positively affect customers' expectations of chatbots (effort expectations as well as performance expectations), whereas discomfort negatively impacts effort expectations but does not significantly affect performance expectations. In addition, our results indicate that customers' expectancy characteristics of chatbots will positively impact their trust in this technology. These outcomes highlight the importance of an individual's personality and his expectations of the chatbots which will lead to his trust in this technology within the online shopping context. The results provide insights into building trust in chatbots, thus increasing customer willingness to use them.","PeriodicalId":46306,"journal":{"name":"Journal of Global Information Management","volume":null,"pages":null},"PeriodicalIF":4.5000,"publicationDate":"2024-07-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":"{\"title\":\"Factors Affecting Customer Readiness to Trust Chatbots in an Online Shopping Context\",\"authors\":\"Jindi Fu, S. Mouakket, Yuan Sun\",\"doi\":\"10.4018/jgim.347503\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"This study expands the limited research on chatbots by integrating factors from the unified technology acceptance and use of technology (UTAUT) model and the technology readiness index (TRI) framework to explain individuals' trust in chatbots within an online shopping context. According to our findings, customer readiness characteristics (innovativeness and optimism) positively affect customers' expectations of chatbots (effort expectations as well as performance expectations), whereas discomfort negatively impacts effort expectations but does not significantly affect performance expectations. In addition, our results indicate that customers' expectancy characteristics of chatbots will positively impact their trust in this technology. These outcomes highlight the importance of an individual's personality and his expectations of the chatbots which will lead to his trust in this technology within the online shopping context. The results provide insights into building trust in chatbots, thus increasing customer willingness to use them.\",\"PeriodicalId\":46306,\"journal\":{\"name\":\"Journal of Global Information Management\",\"volume\":null,\"pages\":null},\"PeriodicalIF\":4.5000,\"publicationDate\":\"2024-07-16\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"0\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Journal of Global Information Management\",\"FirstCategoryId\":\"91\",\"ListUrlMain\":\"https://doi.org/10.4018/jgim.347503\",\"RegionNum\":3,\"RegionCategory\":\"管理学\",\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"Q1\",\"JCRName\":\"INFORMATION SCIENCE & LIBRARY SCIENCE\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Global Information Management","FirstCategoryId":"91","ListUrlMain":"https://doi.org/10.4018/jgim.347503","RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"INFORMATION SCIENCE & LIBRARY SCIENCE","Score":null,"Total":0}
Factors Affecting Customer Readiness to Trust Chatbots in an Online Shopping Context
This study expands the limited research on chatbots by integrating factors from the unified technology acceptance and use of technology (UTAUT) model and the technology readiness index (TRI) framework to explain individuals' trust in chatbots within an online shopping context. According to our findings, customer readiness characteristics (innovativeness and optimism) positively affect customers' expectations of chatbots (effort expectations as well as performance expectations), whereas discomfort negatively impacts effort expectations but does not significantly affect performance expectations. In addition, our results indicate that customers' expectancy characteristics of chatbots will positively impact their trust in this technology. These outcomes highlight the importance of an individual's personality and his expectations of the chatbots which will lead to his trust in this technology within the online shopping context. The results provide insights into building trust in chatbots, thus increasing customer willingness to use them.
期刊介绍:
Authors are encouraged to submit manuscripts that are consistent to the following submission themes: (a) Cross-National Studies. These need not be cross-culture per se. These studies lead to understanding of IT as it leaves one nation and is built/bought/used in another. Generally, these studies bring to light transferability issues and they challenge if practices in one nation transfer. (b) Cross-Cultural Studies. These need not be cross-nation. Cultures could be across regions that share a similar culture. They can also be within nations. These studies lead to understanding of IT as it leaves one culture and is built/bought/used in another. Generally, these studies bring to light transferability issues and they challenge if practices in one culture transfer.