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The role of meta-UTAUT factors, perceived anthropomorphism, perceived intelligence, and social self-efficacy in chatbot-based services?
Technological Forecasting and Social Change, Volume: 180, Start page: 121692
Swansea University Author: Paul Jones
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©2022 All rights reserved. All article content, except where otherwise noted, is licensed under a Creative Commons Attribution Non-Commercial No Derivatives License (CC-BY-NC-ND)
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DOI (Published version): 10.1016/j.techfore.2022.121692
Abstract
The growing usage of chatbots in the service industry indicates the ongoing transformation occurring in this sector. However, minimal research has (i) investigated the important attributes related to chatbot-based service continuance intention and social self-efficacy. This study proposed an extende...
Published in: | Technological Forecasting and Social Change |
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ISSN: | 0040-1625 |
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Elsevier BV
2022
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URI: | https://cronfa.swan.ac.uk/Record/cronfa59809 |
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v2 59809 2022-04-12 The role of meta-UTAUT factors, perceived anthropomorphism, perceived intelligence, and social self-efficacy in chatbot-based services? 21e2660aaa102fe36fc981880dd9e082 0000-0003-0417-9143 Paul Jones Paul Jones true false 2022-04-12 CBAE The growing usage of chatbots in the service industry indicates the ongoing transformation occurring in this sector. However, minimal research has (i) investigated the important attributes related to chatbot-based service continuance intention and social self-efficacy. This study proposed an extended meta-UTAUT framework to investigate the gaps by including perceived intelligence and anthropomorphism (system factors) in the model. The model is analysed using structural equation modelling with 420 respondents. The study results indicated that perceived intelligence and anthropomorphism are more related to building attitude and continuing intention of using chatbot-based services than traditional meta-UTAUT constructs. Furthermore, the model results demonstrated that system factors are negatively associated with continuation intention when interactive with social self-efficacy. The study results extend the theoretical knowledge available in meta-UTAUT, technology-based services, and social cognitive theory. In addition to the academic contribution achieved, the study results develop insights into service practices for IT managers. Journal Article Technological Forecasting and Social Change 180 121692 Elsevier BV 0040-1625 Meta-UTAUT; Chatbot based services; Perceived intelligence; Perceived anthropomorphism; Continuation intention; Social self-efficacy 1 7 2022 2022-07-01 10.1016/j.techfore.2022.121692 COLLEGE NANME Management School COLLEGE CODE CBAE Swansea University Not Required 2024-07-17T15:28:52.7711118 2022-04-12T17:28:36.9704283 Faculty of Humanities and Social Sciences School of Management - Business Management Janarthanan Balakrishnan 1 Salma S. Abed 0000-0003-3202-4990 2 Paul Jones 0000-0003-0417-9143 3 59809__24031__81736a8b89834b4b99a0ca16c93ff638.pdf TFSC accepted.pdf 2022-05-09T11:49:21.5027616 Output 404508 application/pdf Accepted Manuscript true 2023-10-26T00:00:00.0000000 ©2022 All rights reserved. All article content, except where otherwise noted, is licensed under a Creative Commons Attribution Non-Commercial No Derivatives License (CC-BY-NC-ND) true eng https://creativecommons.org/licenses/by-nc-nd/4.0/ |
title |
The role of meta-UTAUT factors, perceived anthropomorphism, perceived intelligence, and social self-efficacy in chatbot-based services? |
spellingShingle |
The role of meta-UTAUT factors, perceived anthropomorphism, perceived intelligence, and social self-efficacy in chatbot-based services? Paul Jones |
title_short |
The role of meta-UTAUT factors, perceived anthropomorphism, perceived intelligence, and social self-efficacy in chatbot-based services? |
title_full |
The role of meta-UTAUT factors, perceived anthropomorphism, perceived intelligence, and social self-efficacy in chatbot-based services? |
title_fullStr |
The role of meta-UTAUT factors, perceived anthropomorphism, perceived intelligence, and social self-efficacy in chatbot-based services? |
title_full_unstemmed |
The role of meta-UTAUT factors, perceived anthropomorphism, perceived intelligence, and social self-efficacy in chatbot-based services? |
title_sort |
The role of meta-UTAUT factors, perceived anthropomorphism, perceived intelligence, and social self-efficacy in chatbot-based services? |
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21e2660aaa102fe36fc981880dd9e082 |
author_id_fullname_str_mv |
21e2660aaa102fe36fc981880dd9e082_***_Paul Jones |
author |
Paul Jones |
author2 |
Janarthanan Balakrishnan Salma S. Abed Paul Jones |
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Journal article |
container_title |
Technological Forecasting and Social Change |
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180 |
container_start_page |
121692 |
publishDate |
2022 |
institution |
Swansea University |
issn |
0040-1625 |
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10.1016/j.techfore.2022.121692 |
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Elsevier BV |
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Faculty of Humanities and Social Sciences |
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Faculty of Humanities and Social Sciences |
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School of Management - Business Management{{{_:::_}}}Faculty of Humanities and Social Sciences{{{_:::_}}}School of Management - Business Management |
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description |
The growing usage of chatbots in the service industry indicates the ongoing transformation occurring in this sector. However, minimal research has (i) investigated the important attributes related to chatbot-based service continuance intention and social self-efficacy. This study proposed an extended meta-UTAUT framework to investigate the gaps by including perceived intelligence and anthropomorphism (system factors) in the model. The model is analysed using structural equation modelling with 420 respondents. The study results indicated that perceived intelligence and anthropomorphism are more related to building attitude and continuing intention of using chatbot-based services than traditional meta-UTAUT constructs. Furthermore, the model results demonstrated that system factors are negatively associated with continuation intention when interactive with social self-efficacy. The study results extend the theoretical knowledge available in meta-UTAUT, technology-based services, and social cognitive theory. In addition to the academic contribution achieved, the study results develop insights into service practices for IT managers. |
published_date |
2022-07-01T15:28:51Z |
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1804836831306448896 |
score |
11.037581 |