The Impact of Anthropomorphism on Consumers’ Purchase Decision in Chatbot Commerce

Document Type

Article

Publication Date

1-1-2021

Abstract

Numerous businesses have employed chatbots with a human-like speaking ability to assist customers with online shopping and customer service; however, it is uncertain whether or not these efforts will pay off by consumers engaging with them. Would young, digital-native consumers use chatbots as we anticipated? If so, what would make them use chatbots? Academic investigations into consumers’ perceptions and acceptance of chatbot commerce are lacking. This research tries to address this question by examining the effect of anthropomorphism on consumers’ perceptions of mobile messenger chatbots and its impact on behavioral decision making. The findings confirm that anthropomorphism plays a positive role in shaping consumers’ intentions to purchase through chatbot commerce.

Publication Title

Journal of Internet Commerce

First Page Number

46

Last Page Number

65

DOI

10.1080/15332861.2020.1863022

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