How Do Initial and Interactive Social Cues Increase Customers’ Continuance Usage Intention of Chatbots?

References

• Aaker, J. L., Garbinsky, E. N., & Vohs, K. D. (2012). Cultivating admiration in brands: Warmth, competence, and landing in the “golden quadrant”. Journal of Consumer Psychology, 22(2), 191–194. https://doi.org/10.1016/j.jcps.2011.11.012
   Web of Science ®Google Scholar
• Aggarwal, P., & McGill, A. L. (2007). Is that car smiling at me? Schema congruity as a basis for evaluating anthropomorphized products. Journal of Consumer Research, 34(4), 468–479. https://doi.org/10.1086/518544
   Web of Science ®Google Scholar
• Al-Shafei, M. (2024). Navigating human–chatbot interactions: An investigation into factors influencing user satisfaction and engagement. International Journal of Human–Computer Interaction, 1–18. https://doi.org/10.1080/10447318.2023.2301252
   Web of Science ®Google Scholar
• Andrzejewski, S. A., & Mooney, E. C. (2016). Service with a smile: Does the type of smile matter? Journal of Retailing and Consumer Services, 29, 135–141. https://doi.org/10.1016/j.jretconser.2015.11.010
   Web of Science ®Google Scholar
• Araujo, T. (2018). Living up to the chatbot hype: The influence of anthropomorphic design cues and communicative agency framing on conversational agent and company perceptions. Computers in Human Behavior, 85, 183–189. https://doi.org/10.1016/j.chb.2018.03.051
   Web of Science ®Google Scholar
• Ashfaq, M., Yun, J., Yu, S., & Loureiro, S. M. C. (2020). I, Chatbot: Modeling the determinants of users’ satisfaction and continuance intention of AI-powered service agents. Telematics and Informatics, 54, 101473. https://doi.org/10.1016/j.tele.2020.101473
   Web of Science ®Google Scholar
• Bach, T. A., Khan, A., Hallock, H., Beltrão, G., & Sousa, S. (2024). A systematic literature review of user trust in AI-enabled systems: An HCI perspective. International Journal of Human–Computer Interaction, 40(5), 1251–1266. https://doi.org/10.1080/10447318.2022.2138826
   Web of Science ®Google Scholar
• Beattie, A., Edwards, A. P., & Edwards, C. (2020). A bot and a smile: Interpersonal impressions of chatbots and humans using emoji in computer-mediated communication. Communication Studies, 71(3), 409–427. https://doi.org/10.1080/10510974.2020.1725082
   Web of Science ®Google Scholar
• Cafaro, A., Vilhjálmsson, H. H., & Bickmore, T. (2016). First impressions in human–agent virtual encounters. ACM Transactions on Computer–Human Interaction, 23(4), 1–40. https://doi.org/10.1145/2940325
   Web of Science ®Google Scholar
• Cai, D., Li, H., & Law, R. (2022). Anthropomorphism and OTA chatbot adoption: A mixed methods study. Journal of Travel & Tourism Marketing, 39(2), 228–255. https://doi.org/10.1080/10548408.2022.2061672
   Web of Science ®Google Scholar
• Canevello, A., & Crocker, J. (2010). Creating good relationships: Responsiveness, relationship quality, and interpersonal goals. Journal of Personality and Social Psychology, 99(1), 78–106. https://doi.org/10.1037/a0018186
   PubMed Web of Science ®Google Scholar
• Chattaraman, V., Kwon, W., Gilbert, J. E., & Ross, K. (2019). Should AI-Based, conversational digital assistants employ social-or task-oriented interaction style? A task-competency and reciprocity perspective for older adults. Computers in Human Behavior, 90, 315–330. https://doi.org/10.1016/j.chb.2018.08.048
   Web of Science ®Google Scholar
• Chaves, A. P., & Gerosa, M. A. (2021). How should my chatbot interact? A survey on social characteristics in human–chatbot interaction design. International Journal of Human–Computer Interaction, 37(8), 729–758. https://doi.org/10.1080/10447318.2020.1841438
   Web of Science ®Google Scholar
• Chen, J., Guo, F., Ren, Z., Li, M., & Ham, J. (2023). Effects of anthropomorphic design cues of chatbots on users’ perception and visual behaviors. International Journal of Human–Computer Interaction, 1–19. https://doi.org/10.1080/10447318.2023.2193514
   Web of Science ®Google Scholar
• Cheng, X., Zhang, X., Cohen, J., & Mou, J. (2022). Human vs. AI: Understanding the impact of anthropomorphism on consumer response to chatbots from the perspective of trust and relationship norms. Information Processing & Management, 59(3), 102940. https://doi.org/10.1016/j.ipm.2022.102940
   Web of Science ®Google Scholar
• Chocarro, R., Cortiñas, M., & Marcos-Matás, G. (2023). Teachers’ attitudes towards chatbots in education: A technology acceptance model approach considering the effect of social language, bot proactiveness, and users’ characteristics. Educational Studies, 49(2), 295–313. https://doi.org/10.1080/03055698.2020.1850426
   Web of Science ®Google Scholar
• Choi, Y., Mehraliyev, F., & Kim, S. (. (2020). Role of virtual avatars in digitalized hotel service. International Journal of Contemporary Hospitality Management, 32(3), 977–997. https://doi.org/10.1108/IJCHM-03-2019-0265
   Web of Science ®Google Scholar
• Chung, M., Ko, E., Joung, H., & Kim, S. J. (2020). Chatbot e-service and customer satisfaction regarding luxury brands. Journal of Business Research, 117, 587–595. https://doi.org/10.1016/j.jbusres.2018.10.004
   Web of Science ®Google Scholar
• Crolic, C., Thomaz, F., Hadi, R., & Stephen, A. T. (2022). Blame the bot: Anthropomorphism and anger in customer–chatbot interactions. Journal of Marketing, 86(1), 132–148. https://doi.org/10.1177/00222429211045687
   Web of Science ®Google Scholar
• De Visser, E. J., Monfort, S. S., McKendrick, R., Smith, M. A., McKnight, P. E., Krueger, F., & Parasuraman, R. (2016). Almost human: Anthropomorphism increases trust resilience in cognitive agents. Journal of Experimental Psychology. Applied, 22(3), 331–349. https://doi.org/10.1037/xap0000092
   PubMed Web of Science ®Google Scholar
• Diederich, S., Brendel, A. B., & Kolbe, L. M. (2020). Designing anthropomorphic enterprise conversational agents. Business & Information Systems Engineering, 62(3), 193–209. https://doi.org/10.1007/s12599-020-00639-y
   Web of Science ®Google Scholar
• Duan, J., Xia, X., & Van Swol, L. M. (2018). Emoticons’ influence on advice taking. Computers in Human Behavior, 79, 53–58. https://doi.org/10.1016/j.chb.2017.10.030
   Web of Science ®Google Scholar
• Ehrke, F., Bruckmüller, S., & Steffens, M. C. (2020). A double-edged sword: How social diversity affects trust in representatives via perceived competence and warmth. European Journal of Social Psychology, 50(7), 1540–1554. https://doi.org/10.1002/ejsp.2709
   Web of Science ®Google Scholar
• Feine, J., Gnewuch, U., Morana, S., & Maedche, A. (2019). A taxonomy of social cues for conversational agents. International Journal of Human–Computer Studies, 132, 138–161. https://doi.org/10.1016/j.ijhcs.2019.07.009
   Web of Science ®Google Scholar
• Fiske, S. T., Cuddy, A. J., & Glick, P. (2007). Universal dimensions of social cognition: Warmth and competence. Trends in Cognitive Sciences, 11(2), 77–83. https://doi.org/10.1016/j.tics.2006.11.005
   PubMed Web of Science ®Google Scholar
• Fornell, C., & Larcker, D. F. (1981). Structural equation models with unobservable variables and measurement error: Algebra and statistics. Sage Publications Sage CA.
   Google Scholar
• Gambino, A., Fox, J., & Ratan, R. A. (2020). Building a stronger CASA: Extending the computers are social actors paradigm. Human–Machine Communication, 1, 71–86. https://doi.org/10.30658/hmc.1.5
   Google Scholar
• Ganster, T., Eimler, S. C., & Krämer, N. C. (2012). Same same but different!? The differential influence of smilies and emoticons on person perception. Cyberpsychology, Behavior and Social Networking, 15(4), 226–230. https://doi.org/10.1089/cyber.2011.0179
   PubMed Web of Science ®Google Scholar
• Go, E., & Sundar, S. S. (2019). Humanizing chatbots: The effects of visual, identity and conversational cues on humanness perceptions. Computers in Human Behavior, 97, 304–316. https://doi.org/10.1016/j.chb.2019.01.020
   Web of Science ®Google Scholar
• Hair, J. F., Ringle, C. M., & Sarstedt, M. (2013). Partial least squares structural equation modeling: Rigorous applications, better results and higher acceptance. Long Range Planning, 46(1–2), 1–12. https://doi.org/10.1016/j.lrp.2013.01.001
   Web of Science ®Google Scholar
• Harris-Watson, A. M., Larson, L. E., Lauharatanahirun, N., DeChurch, L. A., & Contractor, N. S. (2023). Social perception in human-AI teams: Warmth and competence predict receptivity to AI teammates. Computers in Human Behavior, 145, 107765. https://doi.org/10.1016/j.chb.2023.107765
   Web of Science ®Google Scholar
• Huang, Y. S., & Dootson, P. (2022). Chatbots and service failure: When does it lead to customer aggression. Journal of Retailing and Consumer Services, 68, 103044. https://doi.org/10.1016/j.jretconser.2022.103044
   Web of Science ®Google Scholar
• Jan, I. U., Ji, S., & Kim, C. (2023). What (de) motivates customers to use AI-powered conversational agents for shopping? The extended behavioral reasoning perspective. Journal of Retailing and Consumer Services, 75, 103440. https://doi.org/10.1016/j.jretconser.2023.103440
   Web of Science ®Google Scholar
• Jin, S. V., & Youn, S. (2023). Social presence and imagery processing as predictors of chatbot continuance intention in human–AI-interaction. International Journal of Human–Computer Interaction, 39(9), 1874–1886. https://doi.org/10.1080/10447318.2022.2129277
   Web of Science ®Google Scholar
• Knijnenburg, B. P., & Willemsen, M. C. (2016). Inferring capabilities of intelligent agents from their external traits. ACM Transactions on Interactive Intelligent Systems, 6(4), 1–25. https://doi.org/10.1145/2963106
   Google Scholar
• Konya-Baumbach, E., Biller, M., & von Janda, S. (2023). Someone out there? A study on the social presence of anthropomorphized chatbots. Computers in Human Behavior, 139, 107513. https://doi.org/10.1016/j.chb.2022.107513
   Web of Science ®Google Scholar
• Lazzeri, N., Mazzei, D., Cominelli, L., Cisternino, A., & De Rossi, D. E. (2018). Designing the mind of a social robot. Applied Sciences, 8(2), 302. https://doi.org/10.3390/app8020302
   Google Scholar
• Lee, E. (2008). Flattery may get computers somewhere, sometimes: The moderating role of output modality, computer gender, and user gender. International Journal of Human–Computer Studies, 66(11), 789–800. https://doi.org/10.1016/j.ijhcs.2008.07.009
   Web of Science ®Google Scholar
• Lee, K., & Li, C. (2023). It is not merely a chat: Transforming chatbot affordances into dual identification and loyalty. Journal of Retailing and Consumer Services, 74, 103447. https://doi.org/10.1016/j.jretconser.2023.103447
   Web of Science ®Google Scholar
• Lei, S. I., Shen, H., & Ye, S. (2021). A comparison between chatbot and human service: Customer perception and reuse intention. International Journal of Contemporary Hospitality Management, 33(11), 3977–3995. https://doi.org/10.1108/IJCHM-12-2020-1399
   Web of Science ®Google Scholar
• Li, M., & Wang, R. (2023). Chatbots in e-commerce: The effect of chatbot language style on customers’ continuance usage intention and attitude toward brand. Journal of Retailing and Consumer Services, 71, 103209. https://doi.org/10.1016/j.jretconser.2022.103209
   Web of Science ®Google Scholar
• Liao, H. (2007). Do it right this time: The role of employee service recovery performance in customer-perceived justice and customer loyalty after service failures. The Journal of Applied Psychology, 92(2), 475–489. https://doi.org/10.1037/0021-9010.92.2.475
   PubMed Web of Science ®Google Scholar
• Liew, T. W., & Tan, S. (2021). Social cues and implications for designing expert and competent artificial agents: A systematic review. Telematics and Informatics, 65, 101721. https://doi.org/10.1016/j.tele.2021.101721
   Web of Science ®Google Scholar
• Liu, B., & Sundar, S. S. (2018). Should machines express sympathy and empathy? Experiments with a health advice chatbot. Cyberpsychology, Behavior and Social Networking, 21(10), 625–636. https://doi.org/10.1089/cyber.2018.0110
   PubMed Web of Science ®Google Scholar
• Liu, D., Lv, Y., & Huang, W. (2023). How do consumers react to chatbots’ humorous emojis in service failures. Technology in Society, 73, 102244. https://doi.org/10.1016/j.techsoc.2023.102244
   Web of Science ®Google Scholar
• Liu, I., Liu, F., Xiao, Y., Huang, Y., Wu, S., & Ni, S. (2024). Investigating the key success factors of chatbot-based positive psychology intervention with retrieval-and generative pre-trained transformer (GPT)-based chatbots. International Journal of Human–Computer Interaction, 1–12. https://doi.org/10.1080/10447318.2023.2300015
   Web of Science ®Google Scholar
• Lv, L., Huang, M., Guan, D., & Yang, K. (2022). Apology or gratitude? The effect of communication recovery strategies for service failures of AI devices. Journal of Travel & Tourism Marketing, 39(6), 570–587. https://doi.org/10.1080/10548408.2022.2162659
   Web of Science ®Google Scholar
• MacInnis, D. J. (2012). “Brands as intentional agents”: Questions and extensions. Journal of Consumer Psychology, 22(2), 195–198. https://doi.org/10.1016/j.jcps.2011.10.004
   Web of Science ®Google Scholar
• McKnight, D. H., Choudhury, V., & Kacmar, C. (2002a). Developing and validating trust measures for e-commerce: An integrative typology. Information Systems Research, 13(3), 334–359. https://doi.org/10.1287/isre.13.3.334.81
   Web of Science ®Google Scholar
• McKnight, D. H., Choudhury, V., & Kacmar, C. (2002b). The impact of initial consumer trust on intentions to transact with a web site: A trust building model. The Journal of Strategic Information Systems, 11(3–4), 297–323. https://doi.org/10.1016/S0963-8687(02)00020-3
   Web of Science ®Google Scholar
• Melián-González, S., Gutiérrez-Taño, D., & Bulchand-Gidumal, J. (2021). Predicting the intentions to use chatbots for travel and tourism. Current Issues in Tourism, 24(2), 192–210. https://doi.org/10.1080/13683500.2019.1706457
   Web of Science ®Google Scholar
• Miao, F., Kozlenkova, I. V., Wang, H., Xie, T., & Palmatier, R. W. (2022). An emerging theory of avatar marketing. Journal of Marketing, 86(1), 67–90. https://doi.org/10.1177/0022242921996646
   Web of Science ®Google Scholar
• Nass, C., & Moon, Y. (2000). Machines and mindlessness: Social responses to computers. Journal of Social Issues, 56(1), 81–103. https://doi.org/10.1111/0022-4537.00153
   Web of Science ®Google Scholar
• Pillai, R., & Sivathanu, B. (2020). Adoption of AI-based chatbots for hospitality and tourism. International Journal of Contemporary Hospitality Management, 32(10), 3199–3226. https://doi.org/10.1108/IJCHM-04-2020-0259
   Web of Science ®Google Scholar
• Pizzi, G., Vannucci, V., Mazzoli, V., & Donvito, R. (2023). I, chatbot! the impact of anthropomorphism and gaze direction on willingness to disclose personal information and behavioral intentions. Psychology & Marketing, 40(7), 1372–1387. https://doi.org/10.1002/mar.21813
   Web of Science ®Google Scholar
• Rajaobelina, L., Prom Tep, S., Arcand, M., & Ricard, L. (2021). Creepiness: Its antecedents and impact on loyalty when interacting with a chatbot. Psychology & Marketing, 38(12), 2339–2356. https://doi.org/10.1002/mar.21548
   Web of Science ®Google Scholar
• Rese, A., Ganster, L., & Baier, D. (2020). Chatbots in retailers’ customer communication: How to measure their acceptance? Journal of Retailing and Consumer Services, 56, 102176. https://doi.org/10.1016/j.jretconser.2020.102176
   Web of Science ®Google Scholar
• Roy, R., & Naidoo, V. (2021). Enhancing chatbot effectiveness: The role of anthropomorphic conversational styles and time orientation. Journal of Business Research, 126, 23–34. https://doi.org/10.1016/j.jbusres.2020.12.051
   Web of Science ®Google Scholar
• Schanke, S., Burtch, G., & Ray, G. (2021). Estimating the impact of “humanizing” customer service chatbots. Information Systems Research, 32(3), 736–751. https://doi.org/10.1287/isre.2021.1015
   Web of Science ®Google Scholar
• Sheehan, B., Jin, H. S., & Gottlieb, U. (2020). Customer service chatbots: Anthropomorphism and adoption. Journal of Business Research, 115, 14–24. https://doi.org/10.1016/j.jbusres.2020.04.030
   Web of Science ®Google Scholar
• Shin, D. (2021). The effects of explainability and causability on perception, trust, and acceptance: Implications for explainable AI. International Journal of Human–Computer Studies, 146, 102551. https://doi.org/10.1016/j.ijhcs.2020.102551
   Web of Science ®Google Scholar
• Song, M., Zhang, H., Xing, X., & Duan, Y. (2023). Appreciation vs. apology: Research on the influence mechanism of chatbot service recovery based on politeness theory. Journal of Retailing and Consumer Services, 73, 103323. https://doi.org/10.1016/j.jretconser.2023.103323
   Web of Science ®Google Scholar
• Song, S. W., & Shin, M. (2024). Uncanny valley effects on chatbot trust, purchase intention, and adoption intention in the context of e-commerce: The moderating role of avatar familiarity. International Journal of Human–Computer Interaction, 40(2), 441–456. https://doi.org/10.1080/10447318.2022.2121038
   Web of Science ®Google Scholar
• Spitzberg, B. H. (2006). Preliminary development of a model and measure of computer-mediated communication (CMC) competence. Journal of Computer-Mediated Communication, 11(2), 629–666. https://doi.org/10.1111/j.1083-6101.2006.00030.x
   Web of Science ®Google Scholar
• Uhm, J., Kim, S., Do, C., & Lee, H. (2022). How augmented reality (AR) experience affects purchase intention in sport E-commerce: Roles of perceived diagnosticity, psychological distance, and perceived risks. Journal of Retailing and Consumer Services, 67, 103027. https://doi.org/10.1016/j.jretconser.2022.103027
   Web of Science ®Google Scholar
• Wan, E. W., & Chen, R. P. (2021). Anthropomorphism and object attachment. Current Opinion in Psychology, 39, 88–93. https://doi.org/10.1016/j.copsyc.2020.08.009
   PubMed Web of Science ®Google Scholar
• Wei, Z., Zhang, M., & Qiao, T. (2022). Effect of personal branding stereotypes on user engagement on short-video platforms. Journal of Retailing and Consumer Services, 69, 103121. https://doi.org/10.1016/j.jretconser.2022.103121
   Web of Science ®Google Scholar
• Xie, Y., Zhu, K., Zhou, P., & Liang, C. (2023). How does anthropomorphism improve human-AI interaction satisfaction: A dual-path model. Computers in Human Behavior, 148, 107878. https://doi.org/10.1016/j.chb.2023.107878
   Web of Science ®Google Scholar
• Xu, X., & Liu, J. (2022). Artificial intelligence humor in service recovery. Annals of Tourism Research, 95, 103439. https://doi.org/10.1016/j.annals.2022.103439
   Web of Science ®Google Scholar
• Xu, Y., Niu, N., & Zhao, Z. (2023). Dissecting the mixed effects of human–customer service chatbot interaction on customer satisfaction: An explanation from temporal and conversational cues. Journal of Retailing and Consumer Services, 74, 103417. https://doi.org/10.1016/j.jretconser.2023.103417
   Web of Science ®Google Scholar
• Yu, S., & Zhao, L. (2022). Designing emotions for health care chatbots: Text-based or icon-based approach. Journal of Medical Internet Research, 24(12), e39573. https://doi.org/10.2196/39573
   PubMed Web of Science ®Google Scholar
• Yu, S., & Zhao, L. (2024). Emojifying chatbot interactions: An exploration of emoji utilization in human–chatbot communications. Telematics and Informatics, 86, 102071. https://doi.org/10.1016/j.tele.2023.102071
   Web of Science ®Google Scholar
• Zarifis, A., & Cheng, X. (2022). A model of trust in Fintech and trust in Insurtech: How artificial intelligence and the context influence it. Journal of Behavioral and Experimental Finance, 36, 100739. https://doi.org/10.1016/j.jbef.2022.100739
   Web of Science ®Google Scholar
• Zhang, M., Gursoy, D., Zhu, Z., & Shi, S. (2021). Impact of anthropomorphic features of artificially intelligent service robots on consumer acceptance: Moderating role of sense of humor. International Journal of Contemporary Hospitality Management, 33(11), 3883–3905. https://doi.org/10.1108/IJCHM-11-2020-1256
   Web of Science ®Google Scholar