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Related Concept Videos

Surveys02:16

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Often, psychologists develop surveys as a means of gathering data. Surveys are lists of questions to be answered by research participants, and can be delivered as paper-and-pencil questionnaires, administered electronically, or conducted verbally. Generally, the survey itself can be completed in a short time, and the ease of administering a survey makes it easy to collect data from a large number of people.
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The Stereotype Content Model (SCM) was first proposed by Susan Fiske and her colleagues (Fiske, Cuddy, Glick & Xu, 2002; see also Fiske, 2012 and Fiske, 2017). The SCM specifies that when someone encounters a new group, they will stereotype them based on two metrics: warmth—or that group’s perceived intent, and how likely they are to provide help or inflict harm—and competence—or their ability to carry out that objective. Depending on the warmth-competence...
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Social proof is a form of persuasion based on comparison and conformity. People compare their behavior and actions to what others are doing and will change to conform to do what their peers do.
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We have discussed why we form relationships, what attracts us to others, and different types of love. But what determines whether we are satisfied with and stay in a relationship? One theory that provides an explanation is social exchange theory. According to social exchange theory, we act as naïve economists in keeping a tally of the ratio of costs and benefits of forming and maintaining a relationship with others (Rusbult & Van Lange, 2003).
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Interpretation of Confidence Intervals01:19

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A confidence interval is a better estimate of the population than a point estimate, as it uses a range of values from a sample instead of a single value.
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Attribution Theory00:56

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Behavior is a product of both the situation (e.g., cultural influences, social roles, and the presence of bystanders) and of the person (e.g., personality characteristics). Subfields of psychology tend to focus on one influence or behavior over others. Situationism is the view that our behavior and actions are determined by our immediate environment and surroundings. In contrast, dispositionism holds that our behavior is determined by internal factors (Heider, 1958).
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Related Experiment Video

Updated: Jun 20, 2025

The Collective Trust Game: An Online Group Adaptation of the Trust Game Based on the HoneyComb Paradigm
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Exploring the Chatbot usage intention-A mediating role of Chatbot initial trust.

Jyothsna M1, Venkata Subbaiah P1, Natalia Kryvinska2

  • 1Department of Marketing, GITAM School of Business, GITAM (Deemed to be University) Visakhapatnam, Andhra Pradesh-530045, India.

Heliyon
|July 19, 2024
PubMed
Summary

Customer trust in chatbots, driven by ease of use and social influence, significantly boosts engagement and loyalty. Age impacts chatbot adoption, while gender does not, highlighting key factors for effective chatbot marketing strategies.

Keywords:
And customer engagementChatbot initial trustCustomer usage intentionLoyalty

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Area of Science:

  • Digitalization and Marketing
  • Human-Computer Interaction
  • Consumer Behavior

Background:

  • Chatbots are increasingly central to digital marketing and customer service.
  • They offer efficiency, cost savings, and enhanced customer experience.
  • Gen Z consumers, in particular, find chatbots compatible with their information-seeking preferences.

Purpose of the Study:

  • To identify chatbot traits influencing user confidence, acceptability, and engagement.
  • To understand the factors driving customer trust in chatbots.
  • To analyze the impact of trust on consumer intentions, loyalty, and engagement.

Main Methods:

  • Utilized the Partial Least Squares Structural Equation Modeling (PLS-SEM) technique.
  • Computed a structural equation measurement model to assess traits leading to chatbot trust.
  • Conducted detailed statistical analysis on consumer data.

Main Results:

  • Perceived ease of use, performance expectations, and social influence positively impact customer trust in chatbots.
  • Customer trust in chatbots strongly correlates with increased consumer intentions, loyalty, and engagement.
  • Age was a significant factor in chatbot adoption, whereas gender was not.

Conclusions:

  • Chatbot traits like ease of use and social influence are crucial for building customer trust.
  • Trust is a key mediator for enhancing consumer loyalty and engagement with chatbots.
  • Marketing strategies should consider age demographics for effective chatbot implementation.