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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

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DOI (Published version): 10.1016/j.techfore.2022.121692

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
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URI: https://cronfa.swan.ac.uk/Record/cronfa59809
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first_indexed 2022-05-06T15:03:53Z
last_indexed 2023-01-11T14:41:19Z
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spelling 2022-11-24T16:53:06.3424431 v2 59809 2022-04-12 The role of meta-UTAUT factors, perceived anthropomorphism, perceived intelligence, and social self-efficacy in chatbot-based services? 21e2660aaa102fe36fc981880dd9e082 0000-0003-0417-9143 Paul Jones Paul Jones true false 2022-04-12 BBU 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. Journal Article Technological Forecasting and Social Change 180 121692 Elsevier BV 0040-1625 Meta-UTAUT; Chatbot based services; Perceived intelligence; Perceived anthropomorphism; Continuation intention; Social self-efficacy 1 7 2022 2022-07-01 10.1016/j.techfore.2022.121692 COLLEGE NANME Business COLLEGE CODE BBU Swansea University Not Required 2022-11-24T16:53:06.3424431 2022-04-12T17:28:36.9704283 Faculty of Humanities and Social Sciences School of Management - Business Management Janarthanan Balakrishnan 1 Salma S. Abed 0000-0003-3202-4990 2 Paul Jones 0000-0003-0417-9143 3 Under embargo Under embargo 2022-05-09T11:49:21.5027616 Output 404508 application/pdf Accepted Manuscript true 2023-10-26T00:00:00.0000000 ©2022 All rights reserved. All article content, except where otherwise noted, is licensed under a Creative Commons Attribution Non-Commercial No Derivatives License (CC-BY-NC-ND) true eng https://creativecommons.org/licenses/by-nc-nd/4.0/
title The role of meta-UTAUT factors, perceived anthropomorphism, perceived intelligence, and social self-efficacy in chatbot-based services?
spellingShingle The role of meta-UTAUT factors, perceived anthropomorphism, perceived intelligence, and social self-efficacy in chatbot-based services?
Paul Jones
title_short The role of meta-UTAUT factors, perceived anthropomorphism, perceived intelligence, and social self-efficacy in chatbot-based services?
title_full The role of meta-UTAUT factors, perceived anthropomorphism, perceived intelligence, and social self-efficacy in chatbot-based services?
title_fullStr The role of meta-UTAUT factors, perceived anthropomorphism, perceived intelligence, and social self-efficacy in chatbot-based services?
title_full_unstemmed The role of meta-UTAUT factors, perceived anthropomorphism, perceived intelligence, and social self-efficacy in chatbot-based services?
title_sort The role of meta-UTAUT factors, perceived anthropomorphism, perceived intelligence, and social self-efficacy in chatbot-based services?
author_id_str_mv 21e2660aaa102fe36fc981880dd9e082
author_id_fullname_str_mv 21e2660aaa102fe36fc981880dd9e082_***_Paul Jones
author Paul Jones
author2 Janarthanan Balakrishnan
Salma S. Abed
Paul Jones
format Journal article
container_title Technological Forecasting and Social Change
container_volume 180
container_start_page 121692
publishDate 2022
institution Swansea University
issn 0040-1625
doi_str_mv 10.1016/j.techfore.2022.121692
publisher Elsevier BV
college_str Faculty of Humanities and Social Sciences
hierarchytype
hierarchy_top_id facultyofhumanitiesandsocialsciences
hierarchy_top_title Faculty of Humanities and Social Sciences
hierarchy_parent_id facultyofhumanitiesandsocialsciences
hierarchy_parent_title Faculty of Humanities and Social Sciences
department_str School of Management - Business Management{{{_:::_}}}Faculty of Humanities and Social Sciences{{{_:::_}}}School of Management - Business Management
document_store_str 0
active_str 0
description 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.
published_date 2022-07-01T04:17:23Z
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score 11.012656

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