可爱的语言风格聊天机器人会让消费者更不道德吗?

IF 20.1 1区 管理学 Q1 INFORMATION SCIENCE & LIBRARY SCIENCE
Jialiang Chen , Wenxin Ke , Yin Wu , Jian Zhang
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引用次数: 0

摘要

随着人工智能技术的快速发展,线下零售商越来越多地采用语言风格可爱的聊天机器人来提升客户服务体验。尽管这些聊天机器人在提高客户满意度方面显示出潜力,但它们对消费者不道德行为的影响仍未得到充分探讨。本研究旨在探讨具有可爱语言风格的聊天机器人对消费者不道德行为的影响及其潜在机制。通过四项实验研究(N = 436),结果表明,可爱语言风格的聊天机器人可以通过增强消费者的道德自我概念来增加消费者的不道德行为。此外,研究结果还表明,虚拟化身类型会调节聊天机器人语言风格对道德自我概念的影响。情绪唤起也被认为是聊天机器人语言风格与不道德行为之间关系的一种心理机制。这些发现不仅促进了我们对部署具有可爱功能的聊天机器人的意外后果的理解,而且为线下零售商设计和实施聊天机器人服务提供了实用的见解。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Do cute language style chatbots make consumers more unethical?
With the rapid development of artificial intelligence technologies, offline retailers are increasingly adopting chatbots with a cute language style to enhance customer service experiences. Although such chatbots have shown potential in improving customer satisfaction, their impact on consumer unethical behavior remains underexplored. This research aims to investigate the influence of chatbots with a cute language style on consumer unethical behavior and its underlying mechanisms. Across four experimental studies (N = 436), the results demonstrate that cute language style chatbots can increase consumer unethical behavior by enhancing the consumer’s moral self-concept. Furthermore, the findings reveal that avatar type moderates the effect of chatbot language style on moral self-concept. Emotional arousal is also identified as a psychological mechanism underlying the relationship between chatbot language style and unethical behavior. These findings not only advance our understanding of the unintended consequences of deploying chatbots with cute features but also offer practical insights for offline retailers in designing and implementing chatbot services.
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来源期刊
International Journal of Information Management
International Journal of Information Management INFORMATION SCIENCE & LIBRARY SCIENCE-
CiteScore
53.10
自引率
6.20%
发文量
111
审稿时长
24 days
期刊介绍: The International Journal of Information Management (IJIM) is a distinguished, international, and peer-reviewed journal dedicated to providing its readers with top-notch analysis and discussions within the evolving field of information management. Key features of the journal include: Comprehensive Coverage: IJIM keeps readers informed with major papers, reports, and reviews. Topical Relevance: The journal remains current and relevant through Viewpoint articles and regular features like Research Notes, Case Studies, and a Reviews section, ensuring readers are updated on contemporary issues. Focus on Quality: IJIM prioritizes high-quality papers that address contemporary issues in information management.
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