| Item Type |
Conference or Workshop Item
(Paper)
|
| Abstract |
Smart Personal Assistants (SPA) fundamentally influence the way individuals perform tasks, use services and interact with organizations. They thus bear an immense economic and societal potential. However, a lack of trust - rooted in perceptions of uncertainty and risk - when interacting with intelligent computer agents can inhibit their adoption. In this paper, we conduct a systematic literature review to investigate the state of knowledge on trust in SPAs. Based on a concept-centric analysis of 50 papers, we derive three distinct research perspectives that constitute this nascent field: user interface-driven, interaction-driven, and explanation-driven trust in SPAs. Building on the results of our analysis, we develop a research agenda to spark and guide future research surrounding trust in SPAs. Ultimately, this paper intends to contribute to the body of knowledge of trust in artificial intelligence-based systems, specifically SPAs. It does so by proposing a novel framework mapping out their relationship. |
| Authors |
Zierau, Naim; Engel, Christian; Söllner, Matthias & Leimeister, Jan Marco |
| Research Team |
IWI6 |
| Journal or Publication Title |
International Conference on Wirtschaftsinformatik (WI) |
| Language |
English |
| Subjects |
information management |
| HSG Classification |
contribution to scientific community |
| Date |
9 March 2020 |
| Event Title |
International Conference on Wirtschaftsinformatik (WI) |
| Event Location |
Potsdam, Germany |
| Event Dates |
09.03.2020 |
| Publisher DOI |
https://doi.org/10.30844/wi_2020_a7-zierau |
| Depositing User |
Dr. Mahei Li
|
| Date Deposited |
27 Oct 2020 11:14 |
| Last Modified |
20 Jul 2022 17:43 |
| URI: |
https://www.alexandria.unisg.ch/publications/261285 |
Trust in Smart Personal Assistants: A Systematic Literature Review and Development of a Research Agenda
