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Designing chatbots for E-commerce engagement: A multi-study approach
- Truvace record
- TRV-2026-2669raw data (JSON)
- Version
- v1Published
- First published
- Evidence type
- Controlled or validated comparison
- Sources
- 1 sourcePeer-reviewed
- sha256
- 44a7b1963b65…check it
This study investigates how anthropomorphism design cues in shopping chatbots influence consumers’ perceptions and usage intentions on online shopping platforms. Using a sequential mixed-methods design, qualitative interviews identified two key dimensions of chatbot anthropomorphism: interactive personalization cues and conversational emotional cues. Three controlled experiments with Vietnamese online shoppers tested their effects on perceived shopping security, perceived recommendation quality, shopping enjoyme…
The gain
In three controlled experiments with Vietnamese online shoppers, chatbots using emotional message cues raised shoppers' ratings of security, recommendation quality and enjoyment, and their intention to use the chatbot, while personalization cues alone had limited effect.
Sources
1 on file- Computers in Human Behavior Reportsdoi:10.1016/j.chbr.2026.101265
Cite this record
v1Truvace Impact Record TRV-2026-2669, v1: “Designing chatbots for E-commerce engagement: A multi-study approach.” Truvace, 2026-11-12. /record/TRV-2026-2669 (accessed on the day you copy it). sha256 44a7b1963b65f4c2…
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