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However, the picture is less clear for the social cue of chatbot response time. While some researchers argue that instant responses make chatbots appear unhuman-like, others suggest that delayed responses are perceived less positively. Drawing on social response theory and expectancy violations theory, this study investigates whether users\u2019 prior experience with chatbots clarifies the inconsistencies in the literature. In a lab experiment (<jats:italic>N<\/jats:italic> = 202), participants interacted with a chatbot that responded either instantly or with a delay. The results reveal that a delayed response time has opposing effects on social presence and usage intentions and shed light on the differences between novice users and experienced users \u2013 that is, those who have not interacted with a chatbot before vs. those who have. This study contributes to information systems literature by identifying prior experience as a key moderating factor that shapes users\u2019 social responses to chatbots and by reconciling inconsistencies in the literature regarding the role of chatbot response time. For practitioners, this study points out a drawback of the widely adopted \u201cone-design-fits-all\u201d approach to chatbot design.<\/jats:p>","DOI":"10.1007\/s12599-022-00755-x","type":"journal-article","created":{"date-parts":[[2022,5,30]],"date-time":"2022-05-30T10:04:24Z","timestamp":1653905064000},"page":"773-791","update-policy":"https:\/\/doi.org\/10.1007\/springer_crossmark_policy","source":"Crossref","is-referenced-by-count":66,"title":["Opposing Effects of Response Time in Human\u2013Chatbot Interaction"],"prefix":"10.1007","volume":"64","author":[{"given":"Ulrich","family":"Gnewuch","sequence":"first","affiliation":[]},{"given":"Stefan","family":"Morana","sequence":"additional","affiliation":[]},{"given":"Marc T. 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