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The role of meta-UTAUT factors, perceived anthropomorphism, perceived intelligence, and social self-efficacy in chatbot-based services?

Janarthanan Balakrishnan, Salma S. Abed Orcid Logo, Paul Jones Orcid Logo

Technological Forecasting and Social Change, Volume: 180, Start page: 121692

Swansea University Author: Paul Jones Orcid Logo

  • Accepted Manuscript under embargo until: 26th October 2023

Abstract

The growing usage of chatbots in the service industry indicates the ongoing transformation occurring in this sector. However, minimal research has (i) investigated the important attributes related to chatbot-based service continuance intention and social self-efficacy. This study proposed an extende...

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Published in: Technological Forecasting and Social Change
ISSN: 0040-1625
Published: Elsevier BV 2022
Online Access: Check full text

URI: https://cronfa.swan.ac.uk/Record/cronfa59809
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Abstract: The growing usage of chatbots in the service industry indicates the ongoing transformation occurring in this sector. However, minimal research has (i) investigated the important attributes related to chatbot-based service continuance intention and social self-efficacy. This study proposed an extended meta-UTAUT framework to investigate the gaps by including perceived intelligence and anthropomorphism (system factors) in the model. The model is analysed using structural equation modelling with 420 respondents. The study results indicated that perceived intelligence and anthropomorphism are more related to building attitude and continuing intention of using chatbot-based services than traditional meta-UTAUT constructs. Furthermore, the model results demonstrated that system factors are negatively associated with continuation intention when interactive with social self-efficacy. The study results extend the theoretical knowledge available in meta-UTAUT, technology-based services, and social cognitive theory. In addition to the academic contribution achieved, the study results develop insights into service practices for IT managers.
Keywords: Meta-UTAUT; Chatbot based services; Perceived intelligence; Perceived anthropomorphism; Continuation intention; Social self-efficacy
College: School of Management
Start Page: 121692