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Encouraging disclosure: the role of personalization in pre-consultation chatbots
- Truvace record
- TRV-2026-2641raw data (JSON)
- Version
- v1Published
- First published
- Evidence type
- Controlled or validated comparison
- Sources
- 1 sourcePeer-reviewed
- sha256
- 3c803993f807…check it
Purpose This study aims to explore how personalized services provided by pre-consultation chatbots influence patients' intentions to self-disclose and the boundary conditions of this effect. Drawing on the Communication Privacy Management Theory, it identifies AI interactive trust as a mediator and examines how disease sensitivity moderates this mechanism. Design/methodology/approach Three scenario experiments and a field survey were conducted to test hypotheses. Experiments 1 and 2 were between-subjects experim…
60Gain side
How the two sides scoreClose call
56Problem side
The gain
In three scenario experiments and a field survey, researchers found that a more personalized pre-consultation chatbot increased patients' willingness to self-disclose by building trust in the AI, for low-sensitivity diseases.
The problem
In three scenario experiments and a field survey on pre-consultation chatbots, the trust-driven boost in patients' willingness to self-disclose weakened or disappeared for high-sensitivity diseases.
A fixed formula sets both scores from the evidence and its sources. Reader votes don’t move them.
What the scores mean
G is the gain side, out of 100. It goes up when the gain is specific, when it measurably helped people and when the sources behind it are strong.
P is the problem side, out of 100. It goes up when the problem is specific, when it measurably hurt people and when the sources behind it are strong.
What this doesn’t fix
The main experiments used scenario designs, and the trust-based effect weakened or disappeared for high-sensitivity conditions, so findings do not show that personalization encourages disclosure across all diseases.
Sources
1 on file- Asia Pacific Journal of Marketing and Logisticsdoi:10.1108/apjml-01-2026-0238
Cite this record
v1Truvace Impact Record TRV-2026-2641, v1: “Encouraging disclosure: the role of personalization in pre-consultation chatbots.” Truvace, 2026-11-12. /record/TRV-2026-2641 (accessed on the day you copy it). sha256 3c803993f80754ba…
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1 versionEvery change made to this record since it was first published, and why. Nothing has changed since it went up.
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