Machine Talk: How Conversational Chatbots Promote Brand Intimacy and Influence Consumer Choice

Item Type Conference or Workshop Item (Paper)
Abstract

This work examines the effects of conversational chatbot interfaces on consumers’ brand perceptions and purchase decisions. Evidence from four experiments shows that incorporating such interfaces into the shopping process promotes more intimate consumer-brand relationships and increases consumers’ inclination to choose more higher-priced premium offers compared to traditional interfaces.

Authors Bergner, Anouk; Hildebrand, Christian & Häubl, Gerald
Language English
Subjects business studies
social sciences
HSG Classification contribution to scientific community
HSG Profile Area SoM - Business Innovation
Date 2019
Event Title Society for Consumer Psychology (SCP)
Event Location Savannah USA
Event Dates 2019
Depositing User Anouk Bergner
Date Deposited 29 Oct 2019 09:22
Last Modified 25 Feb 2020 20:23
URI: https://www.alexandria.unisg.ch/publications/258216

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Citation

Bergner, Anouk; Hildebrand, Christian & Häubl, Gerald: Machine Talk: How Conversational Chatbots Promote Brand Intimacy and Influence Consumer Choice. 2019. - Society for Consumer Psychology (SCP). - Savannah USA.

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https://www.alexandria.unisg.ch/id/eprint/258216
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