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 “In A.I. we trust?” The effects of parasocial interaction and technopian versus luddite ideological views on chatbot-based customer relationship management in the emerging “feeling economy” 相关领域
人格
心理学
感觉
聊天机器人
感知
人格心理学
社会心理学
广告
业务
计算机科学
万维网
神经科学
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“In A.I. we trust?” The effects of parasocial interaction and technopian versus luddite ideological views on chatbot-based customer relationship management in the emerging “feeling economy” Seounmi Youn a , S. Venus Jin b Show more Cite Add to Mendeley Share 10.1016/j.chb.2021.106721 Purchase PDF Article preview Recommended articles Cited by (283) Metrics Article preview Abstract Introduction Section snippets References (87) Highlights • Chatbots can form virtual assistantship versus virtual friendship with customers. • Chatbots can represent a brand in customer relationship management (CRM). • Brand personality perception and parasocial interaction (PSI) affect CRM. • Virtual friend chatbots induce stronger PSI than virtual assistant chatbots. • Technopians and luddites respond differently to AI-manifested brand personality. |
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