The Impact of Frustration and Anthropomorphism in Chatbots and Digital Assistants’ Adoption
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Data de Publicação: | 2022 |
Tipo de documento: | Dissertação |
Idioma: | eng |
Título da fonte: | Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
Texto Completo: | http://hdl.handle.net/10362/134291 |
Resumo: | Dissertation presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Knowledge Management and Business Intelligence |
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The Impact of Frustration and Anthropomorphism in Chatbots and Digital Assistants’ AdoptionChatbotsDigital assistantsAdoptionFrustrationAnthropomorphismSDG 9 - Industry, innovation and infrastructureDissertation presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Knowledge Management and Business IntelligenceThis study brings an innovative approach to chatbots’ adoption studies by analysing the impact of loss emotions, in this case frustration, and anthropomorphism in user’s intention and use behaviour to adopt a chatbot. The innovative theoretical model tested using PLS/SEM, based on a sample of 365 respondents, shows that anthropomorphism and habit positively influence behavioural intention and use behaviour. Frustration negatively influences behavioural intention to adopt chatbots and digital assistants. The presence of anthropomorphic characteristics in the technology decreases frustration and moderates the relation between habit and use behaviour. Behavioural intention is a mediator of all constructs that explain use behaviour. The impacts of anthropomorphism and frustration in this technology adoption not only create an innovative basis for further refinement of individual models of adoption, but also allow practitioners to align functionalities with real costumer needs and implement chatbots and digital assistants with high consumer adoption.Oliveira, Tiago André Gonçalves Félix deBaptista, Gonçalo da Costa Aleixo Monteiro MelhoradoRUNNunes, Mariana Ferreira2022-01-282025-01-28T00:00:00Z2022-01-28T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisapplication/pdfhttp://hdl.handle.net/10362/134291TID:202961559enginfo:eu-repo/semantics/embargoedAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2024-03-11T05:12:46Zoai:run.unl.pt:10362/134291Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T03:48:03.544702Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse |
dc.title.none.fl_str_mv |
The Impact of Frustration and Anthropomorphism in Chatbots and Digital Assistants’ Adoption |
title |
The Impact of Frustration and Anthropomorphism in Chatbots and Digital Assistants’ Adoption |
spellingShingle |
The Impact of Frustration and Anthropomorphism in Chatbots and Digital Assistants’ Adoption Nunes, Mariana Ferreira Chatbots Digital assistants Adoption Frustration Anthropomorphism SDG 9 - Industry, innovation and infrastructure |
title_short |
The Impact of Frustration and Anthropomorphism in Chatbots and Digital Assistants’ Adoption |
title_full |
The Impact of Frustration and Anthropomorphism in Chatbots and Digital Assistants’ Adoption |
title_fullStr |
The Impact of Frustration and Anthropomorphism in Chatbots and Digital Assistants’ Adoption |
title_full_unstemmed |
The Impact of Frustration and Anthropomorphism in Chatbots and Digital Assistants’ Adoption |
title_sort |
The Impact of Frustration and Anthropomorphism in Chatbots and Digital Assistants’ Adoption |
author |
Nunes, Mariana Ferreira |
author_facet |
Nunes, Mariana Ferreira |
author_role |
author |
dc.contributor.none.fl_str_mv |
Oliveira, Tiago André Gonçalves Félix de Baptista, Gonçalo da Costa Aleixo Monteiro Melhorado RUN |
dc.contributor.author.fl_str_mv |
Nunes, Mariana Ferreira |
dc.subject.por.fl_str_mv |
Chatbots Digital assistants Adoption Frustration Anthropomorphism SDG 9 - Industry, innovation and infrastructure |
topic |
Chatbots Digital assistants Adoption Frustration Anthropomorphism SDG 9 - Industry, innovation and infrastructure |
description |
Dissertation presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Knowledge Management and Business Intelligence |
publishDate |
2022 |
dc.date.none.fl_str_mv |
2022-01-28 2022-01-28T00:00:00Z 2025-01-28T00:00:00Z |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/masterThesis |
format |
masterThesis |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://hdl.handle.net/10362/134291 TID:202961559 |
url |
http://hdl.handle.net/10362/134291 |
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TID:202961559 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
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embargoedAccess |
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application/pdf |
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reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação instacron:RCAAP |
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Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
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RCAAP |
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RCAAP |
reponame_str |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
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Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
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Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
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1799138082370355200 |