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International Conference on Business Information Systems

BIS 2020: Business Information Systems pp 291–306Cite as

Just Fun and Games? Utilitarian and Hedonic Chatbot Perceptions and Their Role for Continuance Intentions

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Part of the book series: Lecture Notes in Business Information Processing ((LNBIP,volume 389))

Abstract

Conversational agents (CAs) offer huge potential for service companies by creating social closeness and enabling fast and scalable communication with customers. However, investigation of utilitarian and especially hedonic value as driving motivations for using CAs is still nascent. We found social presence to be an important predictor for hedonic and utilitarian value and subsequent continuance intention. Moreover, we reveal customers’ continuance intention is determined primarily by hedonic value when expecting a CA, whereas focus shifts to utilitarian values if customers expect a human employee. With our results, CA services can be better tailored to customer needs and company service goals.

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Author information

Authors and Affiliations

  1. Ulm University, Helmholtzstraße 16, 89081, Ulm, Germany

    Patrick Bedué

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  1. Patrick Bedué
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Correspondence to Patrick Bedué .

Editor information

Editors and Affiliations

  1. Poznań University of Economics and Business, Poznan, Poland

    Witold Abramowicz

  2. University of Colorado, Colorado Springs, CO, USA

    Gary Klein

Appendix – Questionnaire Items

Appendix – Questionnaire Items

Table 5. Constructs and questionnaire items
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Bedué, P. (2020). Just Fun and Games? Utilitarian and Hedonic Chatbot Perceptions and Their Role for Continuance Intentions. In: Abramowicz, W., Klein, G. (eds) Business Information Systems. BIS 2020. Lecture Notes in Business Information Processing, vol 389. Springer, Cham. https://doi.org/10.1007/978-3-030-53337-3_22

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  • DOI: https://doi.org/10.1007/978-3-030-53337-3_22

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-030-53336-6

  • Online ISBN: 978-3-030-53337-3

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