A comparison between chatbot and human service: customer perception and reuse intention

Abstract

Purpose

Chatbot users’ communication experience with disembodied conversational agents was compared with instant messaging (IM) users’ communication experience with human conversational agents. The purpose of this paper is to identify what affects users’ intention to reuse and whether they perceive any difference between the two.

Design/methodology/approach

A conceptual model was developed based on computer-mediated communication (CMC) and interpersonal communication theories. Data were collected online from four different continents (North America, Europe, Asia and Australia). Partial least squares structural equation modeling was applied to examine the research model.

Findings

The findings mainly reveal that media richness and social presence positively influence trust and reuse intention through task attraction and social attraction; IM users reported significantly higher scores in terms of communication experience, perceived attractiveness of the conversational agent, and trust than chatbot users; users’ trust in the conversational agents is mainly determined by perceived task attraction.

Research limitations/implications

Customers’ evaluation of the communication environment is positively related to their perceived competence of the conversational agent which ultimately affect their intention to reuse chatbot/IM. The findings reveal determinants of chatbot/IM adoption which have rarely been mentioned by previous work.

Practical implications

Practitioners should note that consumers in general still prefer to interact with human conversational agents. Practitioners should contemplate how to combine chatbot and human resources effectively to deliver the best customer service.

Originality/value

This study goes beyond the Computer as Social Actor paradigm and Technology Acceptance Model to understand chatbot and IM adoption. It is among one of the first studies that compare chatbot and IM use experience in the tourism and hospitality literature.

Citation

Lei, S.I., Shen, H. and Ye, S. (2021), "A comparison between chatbot and human service: customer perception and reuse intention", International Journal of Contemporary Hospitality Management, Vol. 33 No. 11, pp. 3977-3995. https://doi.org/10.1108/IJCHM-12-2020-1399