The Impact of Frustration and Anthropomorphism in Chatbots and Digital Assistants’ Adoption

Detalhes bibliográficos
Autor(a) principal: Nunes, Mariana Ferreira
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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spelling 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
identifier_str_mv TID:202961559
dc.language.iso.fl_str_mv eng
language eng
dc.rights.driver.fl_str_mv info:eu-repo/semantics/embargoedAccess
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instacron:RCAAP
instname_str Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
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repository.mail.fl_str_mv
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