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Building Relationships With the Empathetic Chatbots: The Effect of Chatbot Empathy on Consumer Well‐Being

Truvace record
TRV-2026-2684raw data (JSON)
Version
v1Published
First published
Evidence type
Controlled or validated comparison
Sources
1 sourcePeer-reviewed
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ABSTRACT As artificial intelligence (AI) advances, chatbots exert a substantial influence on consumer well‐being. Nevertheless, the implications of this application on consumer well‐being are still up for discussion. Drawing on social exchange theory, this study explores how chatbot empathy improves customer well‐being. Across one field study coupled with three online experiments, we find that consumers' sense of shared reality and confirmation of expectation are increased by high (vs. low) chatbot empathy, whic…

The gain

In a field study and three online experiments, consumers who dealt with highly empathetic chatbots reported a stronger sense of shared reality and more confirmed expectations than those who dealt with low-empathy chatbots, and in turn higher well-being.

Sources

1 on file
  1. Journal of Consumer Behaviourdoi:10.1002/cb.70181
    Peer-reviewed2026-06-03

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v1

Truvace Impact Record TRV-2026-2684, v1: “Building Relationships With the Empathetic Chatbots: The Effect of Chatbot Empathy on Consumer Well‐Being.” Truvace, 2026-11-12. /record/TRV-2026-2684 (accessed on the day you copy it). sha256 547eca74544546d8…

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