{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,4,13]],"date-time":"2026-04-13T12:55:34Z","timestamp":1776084934134,"version":"3.50.1"},"publisher-location":"Cham","reference-count":72,"publisher":"Springer Nature Switzerland","isbn-type":[{"value":"9783031880445","type":"print"},{"value":"9783031880452","type":"electronic"}],"license":[{"start":{"date-parts":[[2025,1,1]],"date-time":"2025-01-01T00:00:00Z","timestamp":1735689600000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.springernature.com\/gp\/researchers\/text-and-data-mining"},{"start":{"date-parts":[[2025,1,1]],"date-time":"2025-01-01T00:00:00Z","timestamp":1735689600000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/www.springernature.com\/gp\/researchers\/text-and-data-mining"}],"content-domain":{"domain":["link.springer.com"],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2025]]},"DOI":"10.1007\/978-3-031-88045-2_15","type":"book-chapter","created":{"date-parts":[[2025,4,5]],"date-time":"2025-04-05T12:19:06Z","timestamp":1743855546000},"page":"234-259","update-policy":"https:\/\/doi.org\/10.1007\/springer_crossmark_policy","source":"Crossref","is-referenced-by-count":4,"title":["Feeling Understood by AI: How Empathy Shapes Trust and Influences Patronage Intentions in Conversational AI"],"prefix":"10.1007","author":[{"ORCID":"https:\/\/orcid.org\/0009-0008-0663-9311","authenticated-orcid":false,"given":"Nele","family":"Pralat","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-4135-1777","authenticated-orcid":false,"given":"Carolin","family":"Ischen","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-6667-3529","authenticated-orcid":false,"given":"Hilde","family":"Voorveld","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"297","published-online":{"date-parts":[[2025,4,4]]},"reference":[{"key":"15_CR1","doi-asserted-by":"publisher","unstructured":"Bach, T.A., et al.: A systematic literature review of user trust in AI-enabled systems: an HCI perspective (2023). https:\/\/doi.org\/10.48550\/ARXIV.2304.08795","DOI":"10.48550\/ARXIV.2304.08795"},{"issue":"2","key":"15_CR2","doi-asserted-by":"publisher","first-page":"120","DOI":"10.1509\/jmkg.66.2.120.18470","volume":"66","author":"J Baker","year":"2002","unstructured":"Baker, J., et al.: The influence of multiple store environment cues on perceived merchandise value and patronage intentions. J. Mark. 66(2), 120\u2013141 (2002). https:\/\/doi.org\/10.1509\/jmkg.66.2.120.18470","journal-title":"J. Mark."},{"key":"15_CR3","doi-asserted-by":"publisher","unstructured":"Bickmore, T.W., Picard, R.W.: Towards caring machines. In: CHI 2004 Extended Abstracts on Human Factors in Computing Systems, Vienna, Austria, pp. 1489\u20131492. ACM (2004). https:\/\/doi.org\/10.1145\/985921.986097","DOI":"10.1145\/985921.986097"},{"issue":"2","key":"15_CR4","doi-asserted-by":"publisher","first-page":"161","DOI":"10.1016\/j.ijhcs.2004.11.002","volume":"62","author":"S Brave","year":"2005","unstructured":"Brave, S., et al.: Computers that care: investigating the effects of orientation of emotion exhibited by an embodied computer agent. Int. J. Hum. Comput. Stud. 62(2), 161\u2013178 (2005). https:\/\/doi.org\/10.1016\/j.ijhcs.2004.11.002","journal-title":"Int. J. Hum. Comput. Stud."},{"key":"15_CR5","doi-asserted-by":"publisher","unstructured":"Chi, N.T.K., Hoang Vu, N.: Investigating the customer trust in artificial intelligence: the role of anthropomorphism, empathy response, and interaction. CAAI Trans. Intell. Technol. 8(1), 260\u2013273 (2023). https:\/\/doi.org\/10.1049\/cit2.12133","DOI":"10.1049\/cit2.12133"},{"issue":"1","key":"15_CR6","doi-asserted-by":"publisher","first-page":"15","DOI":"10.1080\/08853134.1999.10754156","volume":"19","author":"LB Comer","year":"1999","unstructured":"Comer, L.B., Drollinger, T.: Active empathetic listening and selling success: a conceptual framework. J. Pers. Sell. Sales Manag. 19(1), 15\u201329 (1999). https:\/\/doi.org\/10.1080\/08853134.1999.10754156","journal-title":"J. Pers. Sell. Sales Manag."},{"issue":"1","key":"15_CR7","doi-asserted-by":"publisher","first-page":"113","DOI":"10.1037\/0022-3514.44.1.113","volume":"44","author":"MH Davis","year":"1983","unstructured":"Davis, M.H.: Measuring individual differences in empathy: evidence for a multidimensional approach. J. Pers. Soc. Psychol. 44(1), 113\u2013126 (1983). https:\/\/doi.org\/10.1037\/0022-3514.44.1.113","journal-title":"J. Pers. Soc. Psychol."},{"key":"15_CR8","doi-asserted-by":"publisher","first-page":"96","DOI":"10.1016\/j.lindif.2012.12.020","volume":"24","author":"A Edele","year":"2013","unstructured":"Edele, A., et al.: Explaining altruistic sharing in the dictator game: the role of affective empathy, cognitive empathy, and justice sensitivity. Learn. Individ. Differ. 24, 96\u2013102 (2013). https:\/\/doi.org\/10.1016\/j.lindif.2012.12.020","journal-title":"Learn. Individ. Differ."},{"key":"15_CR9","doi-asserted-by":"publisher","DOI":"10.1016\/j.jretconser.2023.103459","volume":"75","author":"K El Hedhli","year":"2023","unstructured":"El Hedhli, K., et al.: Stereotyping human-like virtual influencers in retailing: does warmth prevail over competence? J. Retail. Consum. Serv. 75, 103459 (2023). https:\/\/doi.org\/10.1016\/j.jretconser.2023.103459","journal-title":"J. Retail. Consum. Serv."},{"issue":"2","key":"15_CR10","doi-asserted-by":"publisher","first-page":"77","DOI":"10.1016\/j.tics.2006.11.005","volume":"11","author":"ST Fiske","year":"2007","unstructured":"Fiske, S.T., et al.: Universal dimensions of social cognition: warmth and competence. Trends Cogn. Sci. 11(2), 77\u201383 (2007). https:\/\/doi.org\/10.1016\/j.tics.2006.11.005","journal-title":"Trends Cogn. Sci."},{"issue":"5","key":"15_CR11","doi-asserted-by":"publisher","first-page":"551","DOI":"10.1006\/ijhc.1996.0104","volume":"46","author":"BJ Fogg","year":"1997","unstructured":"Fogg, B.J., Nass, C.: Silicon sycophants: the effects of computers that flatter. Int. J. Hum. Comput. Stud. 46(5), 551\u2013561 (1997). https:\/\/doi.org\/10.1006\/ijhc.1996.0104","journal-title":"Int. J. Hum. Comput. Stud."},{"key":"15_CR12","doi-asserted-by":"publisher","unstructured":"F\u00f8lstad, A., Nordheim, C.B., Bj\u00f8rkli, C.A.: What makes users trust a chatbot for customer service? An exploratory interview study. In: Bodrunova, S. (ed.) INSCI 2018. LNCS, vol. 11193, pp. 194\u2013208. Springer, Cham (2018). https:\/\/doi.org\/10.1007\/978-3-030-01437-7_16","DOI":"10.1007\/978-3-030-01437-7_16"},{"key":"15_CR13","doi-asserted-by":"publisher","unstructured":"Gefen, D.: Reflections on the dimensions of trust and trustworthiness among online consumers. ACM SIGMIS Database DATABASE Adv. Inf. Syst. 33(3), 38\u201353 (2002). https:\/\/doi.org\/10.1145\/569905.569910","DOI":"10.1145\/569905.569910"},{"key":"15_CR14","doi-asserted-by":"publisher","unstructured":"Gilad, Z., et al.: The effects of warmth and competence perceptions on users\u2019 choice of an AI system. In: Proceedings of the 2021 CHI Conference on Human Factors in Computing Systems, Yokohama, Japan, pp. 1\u201313. ACM (2021). https:\/\/doi.org\/10.1145\/3411764.3446863","DOI":"10.1145\/3411764.3446863"},{"key":"15_CR15","doi-asserted-by":"publisher","first-page":"92084","DOI":"10.1109\/ACCESS.2022.3202942","volume":"10","author":"I Giorgi","year":"2022","unstructured":"Giorgi, I., et al.: Friendly but faulty: a pilot study on the perceived trust of older adults in a social robot. IEEE Access 10, 92084\u201392096 (2022). https:\/\/doi.org\/10.1109\/ACCESS.2022.3202942","journal-title":"IEEE Access"},{"issue":"2","key":"15_CR16","doi-asserted-by":"publisher","first-page":"627","DOI":"10.5465\/annals.2018.0057","volume":"14","author":"E Glikson","year":"2020","unstructured":"Glikson, E., Woolley, A.W.: Human trust in artificial intelligence: review of empirical research. Acad. Manag. Ann. 14(2), 627\u2013660 (2020). https:\/\/doi.org\/10.5465\/annals.2018.0057","journal-title":"Acad. Manag. Ann."},{"issue":"6","key":"15_CR17","doi-asserted-by":"publisher","first-page":"854","DOI":"10.1108\/IJCST-09-2015-0100","volume":"28","author":"C Guan","year":"2016","unstructured":"Guan, C., et al.: Apparel recommendation system evolution: an empirical review. Int. J. Cloth. Sci. Technol. 28(6), 854\u2013879 (2016). https:\/\/doi.org\/10.1108\/IJCST-09-2015-0100","journal-title":"Int. J. Cloth. Sci. Technol."},{"issue":"4","key":"15_CR18","doi-asserted-by":"publisher","first-page":"476","DOI":"10.1177\/1094670520920354","volume":"23","author":"P G\u00fcnt\u00fcrk\u00fcn","year":"2020","unstructured":"G\u00fcnt\u00fcrk\u00fcn, P., et al.: Disentangling the differential roles of warmth and competence judgments in customer-service provider relationships. J. Serv. Res. 23(4), 476\u2013503 (2020). https:\/\/doi.org\/10.1177\/1094670520920354","journal-title":"J. Serv. Res."},{"key":"15_CR19","doi-asserted-by":"publisher","unstructured":"Hayashi, Y., Wakabayashi, K.: Can AI become reliable source to support human decision making in a court scene? In: Companion of the 2017 ACM Conference on Computer Supported Cooperative Work and Social Computing, Portland, Oregon, USA, pp. 195\u2013198. ACM (2017). https:\/\/doi.org\/10.1145\/3022198.3026338","DOI":"10.1145\/3022198.3026338"},{"key":"15_CR20","volume-title":"Introduction to Mediation, Moderation, and Conditional Process Analysis: A Regression-Based Approach","author":"AF Hayes","year":"2018","unstructured":"Hayes, A.F.: Introduction to Mediation, Moderation, and Conditional Process Analysis: A Regression-Based Approach. Guilford Press, New York (2018)"},{"key":"15_CR21","doi-asserted-by":"publisher","unstructured":"Hinds, P., et al.: Whose job is it anyway? A study of human-robot interaction in a collaborative task. Hum. Comput. Interact. 19(1), 151\u2013181 (2004). https:\/\/doi.org\/10.1207\/s15327051hci1901&2_7","DOI":"10.1207\/s15327051hci1901&2_7"},{"key":"15_CR22","doi-asserted-by":"publisher","unstructured":"Hoff, K.A., Bashir, M.: Trust in automation: integrating empirical evidence on factors that influence trust. Hum. Factors J. Hum. Factors Ergon. Soc. 57(3), 407\u2013434 (2015). https:\/\/doi.org\/10.1177\/0018720814547570","DOI":"10.1177\/0018720814547570"},{"key":"15_CR23","doi-asserted-by":"publisher","unstructured":"Ilves, M., Surakka, V., Vanhala, T.: The effects of emotionally worded synthesized speech on the ratings of emotions and voice quality. In: D\u2019Mello, S., Graesser, A., Schuller, B., Martin, J.C. (eds.) ACII 2011. LNCS, vol. 6974, pp. 588\u2013598. Springer, Heidelberg (2011). https:\/\/doi.org\/10.1007\/978-3-642-24600-5_62","DOI":"10.1007\/978-3-642-24600-5_62"},{"issue":"2","key":"15_CR24","doi-asserted-by":"publisher","first-page":"285","DOI":"10.1080\/02650487.2014.993794","volume":"34","author":"M Infanger","year":"2015","unstructured":"Infanger, M., Sczesny, S.: Communion-over-agency effects on advertising effectiveness. Int. J. Advert. 34(2), 285\u2013306 (2015). https:\/\/doi.org\/10.1080\/02650487.2014.993794","journal-title":"Int. J. Advert."},{"key":"15_CR25","doi-asserted-by":"publisher","unstructured":"Ischen, C., Araujo, T., Voorveld, H., van Noort, G., Smit, E.: Privacy concerns in chatbot interactions. In: F\u00f8lstad, A., et al. (eds.) Chatbot Research and Design. CONVERSATIONS 2019. LNCS, vol. 11970, pp. 34\u201348. Springer, Cham (2020). https:\/\/doi.org\/10.1007\/978-3-030-39540-7_3","DOI":"10.1007\/978-3-030-39540-7_3"},{"key":"15_CR26","doi-asserted-by":"publisher","DOI":"10.1016\/j.jretconser.2023.103440","volume":"75","author":"IU Jan","year":"2023","unstructured":"Jan, I.U., et al.: What (de) motivates customers to use AI-powered conversational agents for shopping? The extended behavioral reasoning perspective. J. Retail. Consum. Serv. 75, 103440 (2023). https:\/\/doi.org\/10.1016\/j.jretconser.2023.103440","journal-title":"J. Retail. Consum. Serv."},{"issue":"4","key":"15_CR27","doi-asserted-by":"publisher","first-page":"500","DOI":"10.1016\/S0148-2963(03)00140-1","volume":"58","author":"D Johnson","year":"2005","unstructured":"Johnson, D., Grayson, K.: Cognitive and affective trust in service relationships. J. Bus. Res. 58(4), 500\u2013507 (2005). https:\/\/doi.org\/10.1016\/S0148-2963(03)00140-1","journal-title":"J. Bus. Res."},{"issue":"1","key":"15_CR28","doi-asserted-by":"publisher","first-page":"4","DOI":"10.1108\/09604521011011603","volume":"20","author":"R Kantsperger","year":"2010","unstructured":"Kantsperger, R., Kunz, W.H.: Consumer trust in service companies: a multiple mediating analysis. Manag. Serv. Qual. Int. J. 20(1), 4\u201325 (2010). https:\/\/doi.org\/10.1108\/09604521011011603","journal-title":"Manag. Serv. Qual. Int. J."},{"issue":"4","key":"15_CR29","doi-asserted-by":"publisher","first-page":"275","DOI":"10.1108\/09590551011032090","volume":"38","author":"S Kaul","year":"2010","unstructured":"Kaul, S., et al.: Impact of initial-trust-image on shopper trust and patronage intentions: a study of young, male apparel shoppers in India. Int. J. Retail Distrib. Manag. 38(4), 275\u2013296 (2010). https:\/\/doi.org\/10.1108\/09590551011032090","journal-title":"Int. J. Retail Distrib. Manag."},{"key":"15_CR30","doi-asserted-by":"publisher","DOI":"10.1016\/j.jretconser.2023.103494","volume":"75","author":"J Kim","year":"2023","unstructured":"Kim, J., et al.: Decisions with ChatGPT: reexamining choice overload in ChatGPT recommendations. J. Retail. Consum. Serv. 75, 103494 (2023). https:\/\/doi.org\/10.1016\/j.jretconser.2023.103494","journal-title":"J. Retail. Consum. Serv."},{"key":"15_CR31","doi-asserted-by":"publisher","unstructured":"Komiak, Benbasat: The effects of personalization and familiarity on trust and adoption of recommendation agents. MIS Q. 30(4), 941 (2006). https:\/\/doi.org\/10.2307\/25148760","DOI":"10.2307\/25148760"},{"key":"15_CR32","doi-asserted-by":"publisher","unstructured":"Kundinger, T., et al.: (Over)Trust in automated driving: the sleeping pill of tomorrow? In: Extended Abstracts of the 2019 CHI Conference on Human Factors in Computing Systems, Glasgow, Scotland, UK, pp. 1\u20136. ACM (2019). https:\/\/doi.org\/10.1145\/3290607.3312869","DOI":"10.1145\/3290607.3312869"},{"key":"15_CR33","doi-asserted-by":"publisher","unstructured":"Lee, J.D., See, K.A.: Trust in automation: designing for appropriate reliance. Hum. Factors J. Hum. Factors Ergon. Soc. 46(1), 50\u201380 (2004). https:\/\/doi.org\/10.1518\/hfes.46.1.50_30392","DOI":"10.1518\/hfes.46.1.50_30392"},{"key":"15_CR34","doi-asserted-by":"publisher","unstructured":"Lee, J.J., et al.: Computationally modeling interpersonal trust. Front. Psychol. 4 (2013). https:\/\/doi.org\/10.3389\/fpsyg.2013.00893","DOI":"10.3389\/fpsyg.2013.00893"},{"issue":"3","key":"15_CR35","doi-asserted-by":"publisher","first-page":"250","DOI":"10.1016\/j.ijhcs.2012.09.005","volume":"71","author":"I Leite","year":"2013","unstructured":"Leite, I., et al.: The influence of empathy in human\u2013robot relations. Int. J. Hum. Comput. Stud. 71(3), 250\u2013260 (2013). https:\/\/doi.org\/10.1016\/j.ijhcs.2012.09.005","journal-title":"Int. J. Hum. Comput. Stud."},{"key":"15_CR36","doi-asserted-by":"publisher","unstructured":"Lewis, J.D., Weigert, A.: Trust as a social reality. Soc. Forces 63(4), 967 (1985). https:\/\/doi.org\/10.2307\/2578601","DOI":"10.2307\/2578601"},{"issue":"10","key":"15_CR37","doi-asserted-by":"publisher","first-page":"625","DOI":"10.1089\/cyber.2018.0110","volume":"21","author":"B Liu","year":"2018","unstructured":"Liu, B., Sundar, S.S.: Should machines express sympathy and empathy? Experiments with a health advice chatbot. Cyberpsychol. Behav. Soc. Netw. 21(10), 625\u2013636 (2018). https:\/\/doi.org\/10.1089\/cyber.2018.0110","journal-title":"Cyberpsychol. Behav. Soc. Netw."},{"key":"15_CR38","doi-asserted-by":"publisher","unstructured":"Lombard, M., Xu, K.: Social responses to media technologies in the 21st century: the media are social actors paradigm. Hum. Mach. Commun. 2, 29\u201355 (2021). https:\/\/doi.org\/10.30658\/hmc.2.2","DOI":"10.30658\/hmc.2.2"},{"key":"15_CR39","doi-asserted-by":"publisher","unstructured":"Mari, A., et al.: Shopping with voice assistants: how empathy affects individual and family decision-making outcomes (2023). https:\/\/doi.org\/10.5167\/UZH-230473","DOI":"10.5167\/UZH-230473"},{"issue":"4","key":"15_CR40","doi-asserted-by":"publisher","first-page":"755","DOI":"10.1002\/mar.21619","volume":"39","author":"MM Mariani","year":"2022","unstructured":"Mariani, M.M., et al.: AI in marketing, consumer research and psychology: a systematic literature review and research agenda. Psychol. Mark. 39(4), 755\u2013776 (2022). https:\/\/doi.org\/10.1002\/mar.21619","journal-title":"Psychol. Mark."},{"issue":"1","key":"15_CR41","doi-asserted-by":"publisher","first-page":"123","DOI":"10.1037\/0021-9010.84.1.123","volume":"84","author":"RC Mayer","year":"1999","unstructured":"Mayer, R.C., Davis, J.H.: The effect of the performance appraisal system on trust for management: a field quasi-experiment. J. Appl. Psychol. 84(1), 123\u2013136 (1999). https:\/\/doi.org\/10.1037\/0021-9010.84.1.123","journal-title":"J. Appl. Psychol."},{"issue":"3\u20134","key":"15_CR42","doi-asserted-by":"publisher","first-page":"90","DOI":"10.1007\/s40547-020-00107-4","volume":"7","author":"S Melumad","year":"2020","unstructured":"Melumad, S., et al.: Technology-augmented choice: how digital innovations are transforming consumer decision Processes. Cust. Needs Solut. 7(3\u20134), 90\u2013101 (2020). https:\/\/doi.org\/10.1007\/s40547-020-00107-4","journal-title":"Cust. Needs Solut."},{"issue":"4","key":"15_CR43","doi-asserted-by":"publisher","first-page":"323","DOI":"10.1086\/209566","volume":"26","author":"Y Moon","year":"2000","unstructured":"Moon, Y.: Intimate exchanges: using computers to elicit self-disclosure from consumers. J. Consum. Res. 26(4), 323\u2013339 (2000). https:\/\/doi.org\/10.1086\/209566","journal-title":"J. Consum. Res."},{"issue":"1","key":"15_CR44","first-page":"48","volume":"16","author":"JL Morrow","year":"2004","unstructured":"Morrow, J.L., et al.: The cognitive and affective antecedents of general trust within cooperative organizations. J. Manag. Issues 16(1), 48\u201364 (2004)","journal-title":"J. Manag. Issues"},{"issue":"1","key":"15_CR45","doi-asserted-by":"publisher","first-page":"81","DOI":"10.1111\/0022-4537.00153","volume":"56","author":"C Nass","year":"2000","unstructured":"Nass, C., Moon, Y.: Machines and mindlessness: social responses to computers. J. Soc. Issues 56(1), 81\u2013103 (2000). https:\/\/doi.org\/10.1111\/0022-4537.00153","journal-title":"J. Soc. Issues"},{"issue":"3","key":"15_CR46","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1145\/2912150","volume":"7","author":"A Paiva","year":"2017","unstructured":"Paiva, A., et al.: Empathy in virtual agents and robots: a survey. ACM Trans. Interact. Intell. Syst. 7(3), 1\u201340 (2017). https:\/\/doi.org\/10.1145\/2912150","journal-title":"ACM Trans. Interact. Intell. Syst."},{"issue":"12","key":"15_CR47","doi-asserted-by":"publisher","first-page":"1998","DOI":"10.1080\/0144929X.2022.2105746","volume":"42","author":"G Park","year":"2023","unstructured":"Park, G., et al.: Effect of AI chatbot empathy and identity disclosure on willingness to donate: the mediation of humanness and social presence. Behav. Inf. Technol. 42(12), 1998\u20132010 (2023). https:\/\/doi.org\/10.1080\/0144929X.2022.2105746","journal-title":"Behav. Inf. Technol."},{"issue":"6","key":"15_CR48","doi-asserted-by":"publisher","first-page":"703","DOI":"10.1002\/(SICI)1099-0992(199711\/12)27:6<703::AID-EJSP841>3.0.CO;2-K","volume":"27","author":"K Phalet","year":"1997","unstructured":"Phalet, K., Poppe, E.: Competence and morality dimensions of national and ethnic stereotypes: a study in six eastern-European countries. Eur. J. Soc. Psychol. 27(6), 703\u2013723 (1997). https:\/\/doi.org\/10.1002\/(SICI)1099-0992(199711\/12)27:6%3c703::AID-EJSP841%3e3.0.CO;2-K","journal-title":"Eur. J. Soc. Psychol."},{"issue":"2","key":"15_CR49","doi-asserted-by":"publisher","first-page":"127","DOI":"10.1007\/BF02894348","volume":"25","author":"RP Ramsey","year":"1997","unstructured":"Ramsey, R.P., Sohi, R.S.: Listening to your customers: the impact of perceived salesperson listening behavior on relationship outcomes. J. Acad. Mark. Sci. 25(2), 127\u2013137 (1997). https:\/\/doi.org\/10.1007\/BF02894348","journal-title":"J. Acad. Mark. Sci."},{"key":"15_CR50","unstructured":"Reeves, B., Nass, C.I.: The Media Equation: How People Treat Computers, Television, and New Media Like Real People And Places. CSLI Publications\u202f, Cambridge University Press, Stanford, Calif., New York (1996)"},{"key":"15_CR51","doi-asserted-by":"publisher","unstructured":"Reis, H.T., et al.: Toward understanding understanding: the importance of feeling understood in relationships. Soc. Personal. Psychol. Compass 11(3), e12308 (2017). https:\/\/doi.org\/10.1111\/spc3.12308","DOI":"10.1111\/spc3.12308"},{"issue":"1","key":"15_CR52","doi-asserted-by":"publisher","first-page":"81","DOI":"10.1080\/10447318.2020.1807710","volume":"37","author":"M Rheu","year":"2021","unstructured":"Rheu, M., et al.: Systematic review: trust-building factors and implications for conversational agent design. Int. J. Hum. Comput. Interact. 37(1), 81\u201396 (2021). https:\/\/doi.org\/10.1080\/10447318.2020.1807710","journal-title":"Int. J. Hum. Comput. Interact."},{"issue":"3","key":"15_CR53","doi-asserted-by":"publisher","first-page":"381","DOI":"10.1016\/j.ijhcs.2005.01.001","volume":"62","author":"J Riegelsberger","year":"2005","unstructured":"Riegelsberger, J., et al.: The mechanics of trust: a framework for research and design. Int. J. Hum. Comput. Stud. 62(3), 381\u2013422 (2005). https:\/\/doi.org\/10.1016\/j.ijhcs.2005.01.001","journal-title":"Int. J. Hum. Comput. Stud."},{"issue":"3","key":"15_CR54","doi-asserted-by":"publisher","first-page":"393","DOI":"10.5465\/amr.1998.926617","volume":"23","author":"DM Rousseau","year":"1998","unstructured":"Rousseau, D.M., et al.: Not so different after all: a cross-discipline view of trust. Acad. Manag. Rev. 23(3), 393\u2013404 (1998). https:\/\/doi.org\/10.5465\/amr.1998.926617","journal-title":"Acad. Manag. Rev."},{"key":"15_CR55","doi-asserted-by":"publisher","DOI":"10.1016\/j.jretconser.2022.103059","volume":"68","author":"Y Ruan","year":"2022","unstructured":"Ruan, Y., Mezei, J.: When do AI chatbots lead to higher customer satisfaction than human frontline employees in online shopping assistance? Considering product attribute type. J. Retail. Consum. Serv. 68, 103059 (2022). https:\/\/doi.org\/10.1016\/j.jretconser.2022.103059","journal-title":"J. Retail. Consum. Serv."},{"key":"15_CR56","doi-asserted-by":"publisher","unstructured":"Ruane, E., Farrell, S., Ventresque, A.: User perception of text-based chatbot personality. In: F\u00f8lstad, A., et al. (eds.) Chatbot Research and Design. CONVERSATIONS 2020. LNCS, vol. 12604, pp. 32\u201347. Springer, Cham (2021). https:\/\/doi.org\/10.1007\/978-3-030-68288-0_3","DOI":"10.1007\/978-3-030-68288-0_3"},{"key":"15_CR57","doi-asserted-by":"publisher","unstructured":"Salem, M., et al.: Would you trust a (faulty) robot?: effects of error, task type and personality on human-robot cooperation and trust. In: Proceedings of the Tenth Annual ACM\/IEEE International Conference on Human-Robot Interaction, Portland, Oregon, USA, pp. 141\u2013148. ACM (2015). https:\/\/doi.org\/10.1145\/2696454.2696497","DOI":"10.1145\/2696454.2696497"},{"key":"15_CR58","doi-asserted-by":"publisher","unstructured":"Scheunemann, M.M., et al.: Warmth and competence to predict human preference of robot behavior in physical human-robot interaction. In: 2020 29th IEEE International Conference on Robot and Human Interactive Communication (RO-MAN), Naples, Italy, pp. 1340\u20131347. IEEE (2020). https:\/\/doi.org\/10.1109\/RO-MAN47096.2020.9223478","DOI":"10.1109\/RO-MAN47096.2020.9223478"},{"issue":"4","key":"15_CR59","doi-asserted-by":"publisher","first-page":"379","DOI":"10.1177\/1948550617715068","volume":"8","author":"AM Schoemann","year":"2017","unstructured":"Schoemann, A.M., et al.: Determining power and sample size for simple and complex mediation models. Soc. Psychol. Personal. Sci. 8(4), 379\u2013386 (2017). https:\/\/doi.org\/10.1177\/1948550617715068","journal-title":"Soc. Psychol. Personal. Sci."},{"key":"15_CR60","doi-asserted-by":"publisher","DOI":"10.1016\/j.chb.2021.106934","volume":"124","author":"N Spatola","year":"2021","unstructured":"Spatola, N., Wudarczyk, O.A.: Ascribing emotions to robots: explicit and implicit attribution of emotions and perceived robot anthropomorphism. Comput. Hum. Behav. 124, 106934 (2021). https:\/\/doi.org\/10.1016\/j.chb.2021.106934","journal-title":"Comput. Hum. Behav."},{"key":"15_CR61","doi-asserted-by":"publisher","unstructured":"Sundar, S.S., Kim, J.: Machine heuristic: when we trust computers more than humans with our personal information. In: Proceedings of the 2019 CHI Conference on Human Factors in Computing Systems, Glasgow, Scotland, UK, pp. 1\u20139. ACM (2019). https:\/\/doi.org\/10.1145\/3290605.3300768","DOI":"10.1145\/3290605.3300768"},{"issue":"6","key":"15_CR62","doi-asserted-by":"publisher","first-page":"683","DOI":"10.1177\/009365000027006001","volume":"27","author":"SS Sundar","year":"2000","unstructured":"Sundar, S.S., Nass, C.: Source orientation in human-computer interaction: programmer, networker, or independent social actor. Commun. Res. 27(6), 683\u2013703 (2000). https:\/\/doi.org\/10.1177\/009365000027006001","journal-title":"Commun. Res."},{"key":"15_CR63","doi-asserted-by":"publisher","first-page":"53","DOI":"10.5116\/ijme.4dfb.8dfd","volume":"2","author":"M Tavakol","year":"2011","unstructured":"Tavakol, M., Dennick, R.: Making sense of Cronbach\u2019s alpha. Int. J. Med. Educ. 2, 53\u201355 (2011). https:\/\/doi.org\/10.5116\/ijme.4dfb.8dfd","journal-title":"Int. J. Med. Educ."},{"key":"15_CR64","doi-asserted-by":"publisher","first-page":"150","DOI":"10.1016\/j.chb.2019.04.009","volume":"98","author":"E Van Den Broeck","year":"2019","unstructured":"Van Den Broeck, E., et al.: Chatbot advertising effectiveness: when does the message get through? Comput. Hum. Behav. 98, 150\u2013157 (2019). https:\/\/doi.org\/10.1016\/j.chb.2019.04.009","journal-title":"Comput. Hum. Behav."},{"key":"15_CR65","doi-asserted-by":"publisher","unstructured":"Vieten, C., et al.: Measures of empathy and compassion: a scoping review. PLoS ONE 19(1), e0297099 (2024). https:\/\/doi.org\/10.1371\/journal.pone.0297099","DOI":"10.1371\/journal.pone.0297099"},{"key":"15_CR66","doi-asserted-by":"publisher","unstructured":"Wang, B., Theune, M., Srivastava, S.: Examining lexical alignment in\u00a0human-agent conversations with\u00a0GPT-3.5 and\u00a0GPT-4 models. In: F\u00f8lstad, A., et al. (eds.) CONVERSATIONS 2023. LNCS, vol. 14524, pp. 94\u2013114. Springer, Cham (2024). https:\/\/doi.org\/10.1007\/978-3-031-54975-5_6","DOI":"10.1007\/978-3-031-54975-5_6"},{"key":"15_CR67","doi-asserted-by":"publisher","DOI":"10.1016\/j.tele.2023.101970","volume":"80","author":"J Wang","year":"2023","unstructured":"Wang, J., et al.: Elements of information ecosystems stimulating the online consumer behavior: a mediating role of cognitive and affective trust. Telemat. Inform. 80, 101970 (2023). https:\/\/doi.org\/10.1016\/j.tele.2023.101970","journal-title":"Telemat. Inform."},{"issue":"3","key":"15_CR68","doi-asserted-by":"publisher","first-page":"143","DOI":"10.1509\/jmkg.71.3.143","volume":"71","author":"LC Wang","year":"2007","unstructured":"Wang, L.C., et al.: Can a retail web site be social? J. Mark. 71(3), 143\u2013157 (2007). https:\/\/doi.org\/10.1509\/jmkg.71.3.143","journal-title":"J. Mark."},{"key":"15_CR69","doi-asserted-by":"publisher","unstructured":"World Medical Association Declaration of Helsinki: Ethical Principles for Medical Research Involving Human Subjects. JAMA 310(20), 2191 (2013). https:\/\/doi.org\/10.1001\/jama.2013.281053","DOI":"10.1001\/jama.2013.281053"},{"issue":"7","key":"15_CR70","doi-asserted-by":"publisher","first-page":"1083","DOI":"10.1002\/ejsp.559","volume":"38","author":"O Ybarra","year":"2008","unstructured":"Ybarra, O., et al.: Life\u2019s recurring challenges and the fundamental dimensions: an integration and its implications for cultural differences and similarities. Eur. J. Soc. Psychol. 38(7), 1083\u20131092 (2008). https:\/\/doi.org\/10.1002\/ejsp.559","journal-title":"Eur. J. Soc. Psychol."},{"key":"15_CR71","unstructured":"Yeung, W.L.: Rethinking the response intents of customer service agents for the modelling of empathic dialogues. Presented at the Conversations 2023: The 7th International Workshop on Chatbot Research, Applications, and Design (2023)"},{"key":"15_CR72","doi-asserted-by":"publisher","unstructured":"Zheng, T., Duan, X., Zhang, K., Yang, X., Jiang, Y.: How chatbots\u2019 anthropomorphism affects user satisfaction: the mediating role of perceived warmth and competence. In: Tu, Y., Chi, M. (eds.) WHICEB 2023. LNBIP, vol. 481, pp. 96\u2013107. Springer, Cham (2023). https:\/\/doi.org\/10.1007\/978-3-031-32302-7_9","DOI":"10.1007\/978-3-031-32302-7_9"}],"container-title":["Lecture Notes in Computer Science","Chatbots and Human-Centered AI"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/link.springer.com\/content\/pdf\/10.1007\/978-3-031-88045-2_15","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,4,8]],"date-time":"2025-04-08T16:35:15Z","timestamp":1744130115000},"score":1,"resource":{"primary":{"URL":"https:\/\/link.springer.com\/10.1007\/978-3-031-88045-2_15"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2025]]},"ISBN":["9783031880445","9783031880452"],"references-count":72,"URL":"https:\/\/doi.org\/10.1007\/978-3-031-88045-2_15","relation":{},"ISSN":["0302-9743","1611-3349"],"issn-type":[{"value":"0302-9743","type":"print"},{"value":"1611-3349","type":"electronic"}],"subject":[],"published":{"date-parts":[[2025]]},"assertion":[{"value":"4 April 2025","order":1,"name":"first_online","label":"First Online","group":{"name":"ChapterHistory","label":"Chapter History"}},{"value":"CONVERSATIONS","order":1,"name":"conference_acronym","label":"Conference Acronym","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"International Symposium on Chatbots and Human-Centered AI","order":2,"name":"conference_name","label":"Conference Name","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"Thessaloniki","order":3,"name":"conference_city","label":"Conference City","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"Greece","order":4,"name":"conference_country","label":"Conference Country","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"2024","order":5,"name":"conference_year","label":"Conference Year","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"4 December 2024","order":7,"name":"conference_start_date","label":"Conference Start Date","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"5 December 2024","order":8,"name":"conference_end_date","label":"Conference End Date","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"8","order":9,"name":"conference_number","label":"Conference Number","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"conversations2024","order":10,"name":"conference_id","label":"Conference ID","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"https:\/\/2024.conversations.ws\/","order":11,"name":"conference_url","label":"Conference URL","group":{"name":"ConferenceInfo","label":"Conference Information"}}]}}