PubData Leuphana Repository: Social Actor or Technology? Experimental Studies on the Perception of Chatbots Versus Humans and Their Implications for Anthropomorphic Chatbot Design

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Element	Wert
Ressourcentyp	Dissertation
Titel	Social Actor or Technology? Experimental Studies on the Perception of Chatbots Versus Humans and Their Implications for Anthropomorphic Chatbot Design
DOI	10.48548/pubdata-985
Handle	20.500.14123/1029
Autor*in	Seitz, Lennart 0000-0003-0070-0309 (Institut für Management & Organisation (IMO), Leuphana Universität Lüneburg 02w2y2t16)
Gutachter*in	Bekmeier-Feuerhahn, Sigrid 1020691549 Loschelder, David 0000-0001-5818-0559 1167419588 Germelmann, Claas Christian 0000-0002-8581-3101
Betreuer*in	Bekmeier-Feuerhahn, Sigrid 1020691549
Weitere Mitwirkende	Gohil, Krutika
Abstract	Advancements in AI and natural language processing have enabled chatbots to engage in highly human-like conversations. Additionally, many chatbots are intentionally equipped with various social cues, such as human avatars, to further enhance their human-like appearance. While most existing research highlights the social and beneficial perception of humanized chatbots, this thesis critically examines potential limitations. Through three empirical papers applying both qualitative and quantitative methods, this thesis demonstrates that users typically enter chatbot interactions with computer-like cognitive schemas, leading to different expectations compared to interactions with humans. For instance, users might expect chatbots to respond quickly, objectively, and without emotion. Social cues that clearly conflict with these expectations (e.g., empathetic expressions or response delays) can have adverse effects on central outcome dimensions like perceived authenticity, perceived usefulness, trust, and usage intentions. However, results provide evidence that these effects are moderated by individual and contextual factors, such as the user's inherent tendency to anthropomorphize chatbots. This thesis thus contributes to the ongoing debate on the (non-)social nature of chatbots by providing numerous theoretical insights and practical implications for anthropomorphic chatbot design. It also outlines future research directions and discusses emerging ethical challenges related to AI and chatbots, considering their societal impact and the potential rapid obsolescence of research findings.
Sprache	Englisch
Schlagwörter	Chatbot; Artificial Intelligence; Dialogue System; Conversational Agent; Anthropomorphism; Social Response Theory
DDC	006.3
Datum der Disputation	2024-05-27
Jahr der Veröffentlichung in PubData	2024
Art der Veröffentlichung	Erstveröffentlichung
Datum der Erstveröffentlichung	2024-06-17
Entstehungskontext	Forschung
Fakultät / Abteilung	Fakultät Management und Technologie
Gefördert / finanziert von	Bundesministerium für Bildung und Forschung (BMBF)
Zugehöriges Projekt	Medibility - Untersuchung & Design eines KI-gestützten, hybriden Kommunikationssystems in der telemedizinischen Beratung
Förderkennzeichen / Projekt-ID	16SV8302
Verfügbar ab / seit	2024-06-17T08:28:45Z
Archivierende Einrichtung	Medien- und Informationszentrum (Leuphana Universität Lüneburg 02w2y2t16)
Grad-verleihende Institution	Leuphana Universität Lüneburg
Veröffentlicht durch	Medien- und Informationszentrum, Leuphana Universität Lüneburg