{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,4,19]],"date-time":"2026-04-19T05:46:32Z","timestamp":1776577592002,"version":"3.51.2"},"reference-count":98,"publisher":"Elsevier BV","license":[{"start":{"date-parts":[[2026,4,1]],"date-time":"2026-04-01T00:00:00Z","timestamp":1775001600000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.elsevier.com\/tdm\/userlicense\/1.0\/"},{"start":{"date-parts":[[2026,4,1]],"date-time":"2026-04-01T00:00:00Z","timestamp":1775001600000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.elsevier.com\/legal\/tdmrep-license"},{"start":{"date-parts":[[2026,3,7]],"date-time":"2026-03-07T00:00:00Z","timestamp":1772841600000},"content-version":"vor","delay-in-days":0,"URL":"http:\/\/creativecommons.org\/licenses\/by\/4.0\/"}],"funder":[{"DOI":"10.13039\/501100014188","name":"Korea Ministry of Science and ICT","doi-asserted-by":"publisher","award":["NRF-2021R1A2C2093065"],"award-info":[{"award-number":["NRF-2021R1A2C2093065"]}],"id":[{"id":"10.13039\/501100014188","id-type":"DOI","asserted-by":"publisher"}]},{"DOI":"10.13039\/501100003693","name":"Korea Institute of Science and Technology","doi-asserted-by":"publisher","award":["26E0211"],"award-info":[{"award-number":["26E0211"]}],"id":[{"id":"10.13039\/501100003693","id-type":"DOI","asserted-by":"publisher"}]},{"DOI":"10.13039\/100020450","name":"Korea Science and Technology Holdings Co Ltd","doi-asserted-by":"publisher","id":[{"id":"10.13039\/100020450","id-type":"DOI","asserted-by":"publisher"}]},{"DOI":"10.13039\/501100001321","name":"National Research Foundation","doi-asserted-by":"publisher","id":[{"id":"10.13039\/501100001321","id-type":"DOI","asserted-by":"publisher"}]},{"DOI":"10.13039\/501100003696","name":"Electronics and Telecommunications Research Institute","doi-asserted-by":"publisher","award":["25ZF1100"],"award-info":[{"award-number":["25ZF1100"]}],"id":[{"id":"10.13039\/501100003696","id-type":"DOI","asserted-by":"publisher"}]}],"content-domain":{"domain":["elsevier.com","sciencedirect.com"],"crossmark-restriction":true},"short-container-title":["International Journal of Human-Computer Studies"],"published-print":{"date-parts":[[2026,4]]},"DOI":"10.1016\/j.ijhcs.2026.103797","type":"journal-article","created":{"date-parts":[[2026,3,10]],"date-time":"2026-03-10T08:06:12Z","timestamp":1773129972000},"page":"103797","update-policy":"https:\/\/doi.org\/10.1016\/elsevier_cm_policy","source":"Crossref","is-referenced-by-count":0,"special_numbering":"C","title":["Empathy in action: An empirical exploration of user perspectives on conversational agent empathy"],"prefix":"10.1016","volume":"211","author":[{"ORCID":"https:\/\/orcid.org\/0000-0001-6484-3363","authenticated-orcid":false,"given":"Bumho","family":"Lee","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-5403-4762","authenticated-orcid":false,"given":"Youngsoo","family":"Shin","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0000-0001-9299-349X","authenticated-orcid":false,"given":"Byounghyun","family":"Yoo","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"78","reference":[{"key":"10.1016\/j.ijhcs.2026.103797_bib0001","unstructured":"Abbasian, M., Azimi, I., Feli, M., Rahmani, A. M., & Jain, R. (2024). Empathy through multimodality in conversational interfaces. arXiv preprint arXiv:2405.04777."},{"issue":"2","key":"10.1016\/j.ijhcs.2026.103797_bib0002","doi-asserted-by":"crossref","first-page":"427","DOI":"10.1007\/s12525-020-00414-7","article-title":"AI-based chatbots in customer service and their effects on user compliance","volume":"31","author":"Adam","year":"2021","journal-title":"Electron. Mark."},{"key":"10.1016\/j.ijhcs.2026.103797_bib0003","article-title":"Chatbots\u2019 effectiveness in service recovery","volume":"76","author":"Agnihotri","year":"2024","journal-title":"Int. J. Inf. Manag."},{"issue":"2","key":"10.1016\/j.ijhcs.2026.103797_bib0004","doi-asserted-by":"crossref","first-page":"163","DOI":"10.1023\/B:JADD.0000022607.19833.00","article-title":"The empathy quotient: an investigation of adults with Asperger syndrome or high functioning autism, and normal sex differences","volume":"34","author":"Baron-Cohen","year":"2004","journal-title":"J. Autism. Dev. Disord."},{"key":"10.1016\/j.ijhcs.2026.103797_bib0005","doi-asserted-by":"crossref","unstructured":"Batson, C.D., 2009. These things called empathy: eight related but distinct phenomena. In J. Decety & W. Ickes (Eds.), The Social Neuroscience of Empathy (pp. 3\u201315). Boston Review. https:\/\/doi.org\/10.7551\/mitpress\/9780262012973.003.0002.","DOI":"10.7551\/mitpress\/9780262012973.003.0002"},{"issue":"9","key":"10.1016\/j.ijhcs.2026.103797_bib0006","doi-asserted-by":"crossref","first-page":"755","DOI":"10.1016\/j.ijhcs.2009.05.001","article-title":"Affective interaction: how emotional agents affect users","volume":"67","author":"Beale","year":"2009","journal-title":"Int. J. Hum.-Comput. Stud."},{"issue":"1","key":"10.1016\/j.ijhcs.2026.103797_bib0007","doi-asserted-by":"crossref","first-page":"60","DOI":"10.1109\/T-AFFC.2010.4","article-title":"Empathic touch by relational agents","volume":"1","author":"Bickmore","year":"2010","journal-title":"IEEE Trans. Affect. Comput."},{"issue":"2","key":"10.1016\/j.ijhcs.2026.103797_bib0008","doi-asserted-by":"crossref","first-page":"293","DOI":"10.1145\/1067860.1067867","article-title":"Establishing and maintaining long-term human-computer relationships","volume":"12","author":"Bickmore","year":"2005","journal-title":"ACM Trans. Comput.-Hum. Interact. (TOCHI)"},{"issue":"3","key":"10.1016\/j.ijhcs.2026.103797_bib0009","doi-asserted-by":"crossref","first-page":"277","DOI":"10.1080\/01463373.2011.583495","article-title":"The Active-Empathic Listening Scale (AELS): conceptualization and evidence of validity within the interpersonal domain","volume":"59","author":"Bodie","year":"2011","journal-title":"Commun. Q."},{"issue":"2","key":"10.1016\/j.ijhcs.2026.103797_bib0010","doi-asserted-by":"crossref","first-page":"161","DOI":"10.1016\/j.ijhcs.2004.11.002","article-title":"Computers that care: investigating the effects of orientation of emotion exhibited by an embodied computer agent","volume":"62","author":"Brave","year":"2005","journal-title":"Int. J. Hum.-Comput. Stud."},{"issue":"2","key":"10.1016\/j.ijhcs.2026.103797_bib0011","doi-asserted-by":"crossref","first-page":"543","DOI":"10.1108\/LHT-03-2022-0144","article-title":"A comparison study of topic modeling based literature analysis by using full texts and abstracts of scientific articles: a case of COVID-19 research","volume":"41","author":"Cao","year":"2023","journal-title":"Libr. Hi Tech"},{"key":"10.1016\/j.ijhcs.2026.103797_bib0012","doi-asserted-by":"crossref","DOI":"10.3389\/fcomp.2021.682982","article-title":"Alexa, I feel for you!\u2019Observers\u2019 empathetic reactions towards a conversational agent","volume":"3","author":"Carolus","year":"2021","journal-title":"Front. Comput. Sci."},{"key":"10.1016\/j.ijhcs.2026.103797_bib0013","series-title":"Proceedings of the 21st ACM International Conference on Intelligent Virtual Agents, Virtual Event, Japan","article-title":"Enhancing conversational agents with empathic abilities","author":"Casas","year":"2021"},{"issue":"2","key":"10.1016\/j.ijhcs.2026.103797_bib0014","doi-asserted-by":"crossref","first-page":"65","DOI":"10.1177\/00081256231215838","article-title":"Empowering AI companions for enhanced relationship marketing","volume":"66","author":"Chaturvedi","year":"2023","journal-title":"Calif. Manag. Rev."},{"key":"10.1016\/j.ijhcs.2026.103797_bib0015","series-title":"Proceedings of the 2020 CHI Conference on Human Factors in Computing Systems","article-title":"Empathy is all you need: how a conversational agent should respond to verbal abuse","author":"Chin","year":"2020"},{"issue":"12","key":"10.1016\/j.ijhcs.2026.103797_bib0016","doi-asserted-by":"crossref","first-page":"1153","DOI":"10.1080\/10447318.2021.1987680","article-title":"Voices that care differently: understanding the effectiveness of a conversational agent with an alternative empathy orientation and emotional expressivity in mitigating verbal abuse","volume":"38","author":"Chin","year":"2021","journal-title":"Int. J. Hum.\u2013Comput. Interact."},{"issue":"2","key":"10.1016\/j.ijhcs.2026.103797_bib0017","first-page":"295","article-title":"The partial least squares approach to structural equation modeling","volume":"295","author":"Chin","year":"1998","journal-title":"Mod. methods bus. res."},{"issue":"6","key":"10.1016\/j.ijhcs.2026.103797_bib0018","doi-asserted-by":"crossref","first-page":"769","DOI":"10.1177\/1073191115599055","article-title":"Assessing cognitive and affective empathy through the interpersonal reactivity index: an argument against a two-factor model","volume":"23","author":"Chrysikou","year":"2016","journal-title":"Assessment"},{"issue":"1","key":"10.1016\/j.ijhcs.2026.103797_bib0019","doi-asserted-by":"crossref","first-page":"36","DOI":"10.1027\/\/1015-5759.17.1.36","article-title":"Parents' judgments and students' self-judgments of empathy: the structure of empathy and agreement of judgments based on the interpersonal reactivity index (IRI)","volume":"17","author":"Cliffordson","year":"2001","journal-title":"Eur. J. Psychol. Assess."},{"key":"10.1016\/j.ijhcs.2026.103797_bib0020","doi-asserted-by":"crossref","first-page":"431","DOI":"10.1016\/j.chb.2015.12.039","article-title":"Co-constructing intersubjectivity with artificial conversational agents: people are more likely to initiate repairs of misunderstandings with agents represented as human","volume":"58","author":"Corti","year":"2016","journal-title":"Comput. Hum. Behav."},{"key":"10.1016\/j.ijhcs.2026.103797_bib0021","series-title":"Proceedings of the CHI Conference on Human Factors in Computing Systems, Honolulu, HI, USA","article-title":"The illusion of empathy? notes on displays of emotion in human-computer interaction","author":"Cuadra","year":"2024"},{"key":"10.1016\/j.ijhcs.2026.103797_bib0022","series-title":"Workshop on emotional and cognitive issues at the international conference on intelligent tutoring systems","article-title":"AutoTutor detects and responds to learners affective and cognitive states","author":"D\u2019Mello","year":"2008"},{"key":"10.1016\/j.ijhcs.2026.103797_bib0023","first-page":"85","article-title":"A multidimensional approach to individual differences in empathy","volume":"10","author":"Davis","year":"1980","journal-title":"JSAS Catalog of Selected Documents in Psychology"},{"issue":"1","key":"10.1016\/j.ijhcs.2026.103797_bib0024","doi-asserted-by":"crossref","first-page":"113","DOI":"10.1037\/0022-3514.44.1.113","article-title":"Measuring individual differences in empathy: evidence for a multidimensional approach","volume":"44","author":"Davis","year":"1983","journal-title":"J. personal. soc. psychol."},{"key":"10.1016\/j.ijhcs.2026.103797_bib0025","series-title":"Empathy: A social psychological approach","author":"Davis","year":"2018"},{"key":"10.1016\/j.ijhcs.2026.103797_bib0026","doi-asserted-by":"crossref","first-page":"3061","DOI":"10.3389\/fpsyg.2019.03061","article-title":"Effectiveness of an empathic chatbot in combating adverse effects of social exclusion on mood","volume":"10","author":"de Gennaro","year":"2019","journal-title":"Front Psychol"},{"key":"10.1016\/j.ijhcs.2026.103797_bib0027","series-title":"Proceedings of the 2021 CHI Conference on Human Factors in Computing Systems","first-page":"1","article-title":"What do we see in them? identifying dimensions of partner models for speech interfaces using a psycholexical approach","author":"Doyle","year":"2021"},{"key":"10.1016\/j.ijhcs.2026.103797_bib0028","article-title":"Empathy by design: the influence of trembling AI voices on prosocial behavior","author":"Efthymiou","year":"2023","journal-title":"IEEE Trans. Affect. Comput."},{"key":"10.1016\/j.ijhcs.2026.103797_bib0029","doi-asserted-by":"crossref","DOI":"10.3389\/fsoc.2022.886498","article-title":"A topic modeling comparison between LDA, NMF, top2vec, and bertopic to demystify twitter posts","volume":"7","author":"Egger","year":"2022","journal-title":"Front. sociol."},{"issue":"2","key":"10.1016\/j.ijhcs.2026.103797_bib0030","doi-asserted-by":"crossref","first-page":"300","DOI":"10.1016\/j.pec.2020.08.022","article-title":"Toward a consensus on the nature of empathy: a review of reviews","volume":"104","author":"Eklund","year":"2021","journal-title":"Patient Educ. Couns."},{"issue":"15","key":"10.1016\/j.ijhcs.2026.103797_bib0031","doi-asserted-by":"crossref","DOI":"10.3991\/ijim.v17i15.40315","article-title":"SMART chatbots in the E-learning domain: a systematic literature review","volume":"17","author":"El Azhari","year":"2023","journal-title":"Int. J. Interact. Mob. Technol."},{"issue":"1","key":"10.1016\/j.ijhcs.2026.103797_bib0032","doi-asserted-by":"crossref","first-page":"39","DOI":"10.1177\/002224378101800104","article-title":"Evaluating structural equation models with unobservable variables and measurement error","volume":"18","author":"Fornell","year":"1981","journal-title":"J. mark. res."},{"issue":"6","key":"10.1016\/j.ijhcs.2026.103797_bib0033","doi-asserted-by":"crossref","first-page":"512","DOI":"10.1080\/10447318.2020.1834728","article-title":"Exploring the privacy concerns in using intelligent virtual assistants under perspectives of information sensitivity and anthropomorphism","volume":"37","author":"Ha","year":"2021","journal-title":"Int. J. Hum.\u2013Comput. Interact."},{"key":"10.1016\/j.ijhcs.2026.103797_bib0034","series-title":"A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM)","author":"Hair","year":"2017"},{"key":"10.1016\/j.ijhcs.2026.103797_bib0035","doi-asserted-by":"crossref","DOI":"10.1016\/j.chb.2021.106843","article-title":"Identifying patterns of epistemic emotions with respect to interactions in massive online open courses using deep learning and social network analysis","volume":"122","author":"Han","year":"2021","journal-title":"Comput. Hum. Behav."},{"key":"10.1016\/j.ijhcs.2026.103797_bib0036","series-title":"New challenges to international marketing","article-title":"The use of partial least squares path modeling in international marketing","author":"Henseler","year":"2009"},{"key":"10.1016\/j.ijhcs.2026.103797_bib0037","doi-asserted-by":"crossref","first-page":"182","DOI":"10.1016\/j.chb.2015.12.034","article-title":"Non-anthropomorphic robots as social entities on a neurophysiological level","volume":"57","author":"Hoenen","year":"2016","journal-title":"Comput. Hum. Behav."},{"key":"10.1016\/j.ijhcs.2026.103797_bib0038","series-title":"Proceedings of the 2018 CHI conference on human factors in computing systems","article-title":"Touch your heart: a tone-aware chatbot for customer care on social media","author":"Hu","year":"2018"},{"key":"10.1016\/j.ijhcs.2026.103797_bib0039","doi-asserted-by":"crossref","first-page":"274","DOI":"10.1016\/j.chb.2017.09.008","article-title":"Snap back to reality: examining the cognitive mechanisms underlying Snapchat","volume":"77","author":"Jeong","year":"2017","journal-title":"Comput. Hum. Behav."},{"key":"10.1016\/j.ijhcs.2026.103797_bib0040","series-title":"Effects of Nonverbal Vocal Cues in Voice User Interface. Extended Abstracts of the 2020 CHI Conference on Human Factors in Computing Systems","article-title":"I can feel your empathic voice","author":"Kim","year":"2020"},{"issue":"1","key":"10.1016\/j.ijhcs.2026.103797_bib0041","doi-asserted-by":"crossref","first-page":"28","DOI":"10.3390\/socsci6010028","article-title":"Active Listening Attitude Scale (ALAS): reliability and validity in a nationwide sample of Greek educators","volume":"6","author":"Kourmousi","year":"2017","journal-title":"Soc. Sci."},{"key":"10.1016\/j.ijhcs.2026.103797_bib0042","series-title":"MultiMedia Modeling: 27th International Conference, MMM 2021, Prague, Czech Republic, June 22\u201324, 2021, Proceedings, Part II 27","article-title":"Towards the development of a trustworthy chatbot for mental health applications","author":"Kraus","year":"2021"},{"issue":"5","key":"10.1016\/j.ijhcs.2026.103797_bib0043","doi-asserted-by":"crossref","first-page":"934","DOI":"10.1037\/0022-3514.66.5.934","article-title":"Individual differences in dispositional expressiveness: development and validation of the Emotional Expressivity Scale","volume":"66","author":"Kring","year":"1994","journal-title":"J. personal. soc. psychol."},{"key":"10.1016\/j.ijhcs.2026.103797_bib0044","first-page":"1","article-title":"Understanding the empathetic reactivity of conversational agents: measure development and validation","author":"Lee","year":"2023","journal-title":"Int. J. Hum.\u2013Comput. Interact."},{"key":"10.1016\/j.ijhcs.2026.103797_bib0045","doi-asserted-by":"crossref","first-page":"95","DOI":"10.1016\/j.ijhcs.2017.02.005","article-title":"Enhancing user experience with conversational agent for movie recommendation: effects of self-disclosure and reciprocity","volume":"103","author":"Lee","year":"2017","journal-title":"Int. J. Hum.-Comput. Stud."},{"key":"10.1016\/j.ijhcs.2026.103797_bib0046","doi-asserted-by":"crossref","DOI":"10.1016\/j.ijhcs.2021.102608","article-title":"Social interactions and relationships with an intelligent virtual agent","volume":"150","author":"Lee","year":"2021","journal-title":"Int. J. Hum.-Comput. Stud."},{"issue":"2","key":"10.1016\/j.ijhcs.2026.103797_bib0047","doi-asserted-by":"crossref","first-page":"291","DOI":"10.1007\/s12369-013-0178-y","article-title":"Social robots for long-term interaction: a survey","volume":"5","author":"Leite","year":"2013","journal-title":"Int. J. Soc. Robot."},{"issue":"3","key":"10.1016\/j.ijhcs.2026.103797_bib0048","doi-asserted-by":"crossref","first-page":"250","DOI":"10.1016\/j.ijhcs.2012.09.005","article-title":"The influence of empathy in human-robot relations","volume":"71","author":"Leite","year":"2013","journal-title":"Int. J. Hum.-Comput. Stud."},{"key":"10.1016\/j.ijhcs.2026.103797_bib0049","series-title":"Proceedings of the ACM SIGCHI Conference on Human factors in computing systems","article-title":"The persona effect: affective impact of animated pedagogical agents","author":"Lester","year":"1997"},{"issue":"CSCW1","key":"10.1016\/j.ijhcs.2026.103797_bib0050","doi-asserted-by":"crossref","first-page":"1","DOI":"10.1145\/3653691","article-title":"Dialoging resonance in human-chatbot conversation: how users perceive and reciprocate recommendation chatbot's self-disclosure strategy","volume":"8","author":"Liang","year":"2024","journal-title":"Proc. ACM Hum.-Comput. Interact."},{"key":"10.1016\/j.ijhcs.2026.103797_bib0051","doi-asserted-by":"crossref","DOI":"10.1016\/j.techfore.2024.123377","article-title":"Automated social presence in artificial-intelligence services: conceptualization, scale development, and validation","volume":"203","author":"Liao","year":"2024","journal-title":"Technol. Forecast. Soc. Change"},{"issue":"6","key":"10.1016\/j.ijhcs.2026.103797_bib0052","doi-asserted-by":"crossref","first-page":"1129","DOI":"10.1002\/mar.21654","article-title":"Alexa, what do we know about conversational commerce? Insights from a systematic literature review","volume":"39","author":"Lim","year":"2022","journal-title":"Psychol. mark."},{"key":"10.1016\/j.ijhcs.2026.103797_bib0053","first-page":"1","article-title":"Artificial empathy in marketing interactions: bridging the human-AI gap in affective and social customer experience","author":"Liu-Thompkins","year":"2022","journal-title":"J. Acad. Mark. Sci."},{"issue":"10","key":"10.1016\/j.ijhcs.2026.103797_bib0054","doi-asserted-by":"crossref","first-page":"625","DOI":"10.1089\/cyber.2018.0110","article-title":"Should machines express sympathy and empathy? experiments with a health advice chatbot","volume":"21","author":"Liu","year":"2018","journal-title":"Cyberpsychol Behav Soc Netw"},{"key":"10.1016\/j.ijhcs.2026.103797_bib0055","doi-asserted-by":"crossref","DOI":"10.1016\/j.ijhcs.2021.102771","article-title":"I felt her company\u201d: a qualitative study on factors affecting closeness and emotional support seeking with an embodied conversational agent","volume":"160","author":"Loveys","year":"2022","journal-title":"Int. J. Hum.-Comput. Stud."},{"issue":"11","key":"10.1016\/j.ijhcs.2026.103797_bib0056","doi-asserted-by":"crossref","DOI":"10.2196\/30624","article-title":"Effects of emotional expressiveness of a female digital human on loneliness, stress, perceived support, and closeness across genders: randomized controlled trial","volume":"23","author":"Loveys","year":"2021","journal-title":"J. med. Internet res."},{"key":"10.1016\/j.ijhcs.2026.103797_bib0057","doi-asserted-by":"crossref","first-page":"140","DOI":"10.1016\/j.chb.2019.01.011","article-title":"In the uncanny valley, transportation predicts narrative enjoyment more than empathy, but only for the tragic hero","volume":"94","author":"MacDorman","year":"2019","journal-title":"Comput. Hum. Behav."},{"issue":"4","key":"10.1016\/j.ijhcs.2026.103797_bib0058","doi-asserted-by":"crossref","first-page":"348","DOI":"10.1016\/j.ijhcs.2006.11.015","article-title":"Modeling and evaluating empathy in embodied companion agents","volume":"65","author":"McQuiggan","year":"2007","journal-title":"Int. J. Hum.-Comput. Stud."},{"key":"10.1016\/j.ijhcs.2026.103797_bib0059","doi-asserted-by":"crossref","first-page":"411","DOI":"10.1016\/j.chb.2016.11.070","article-title":"What makes continued mobile gaming enjoyable?","volume":"68","author":"Merikivi","year":"2017","journal-title":"Comput. Hum. Behav."},{"issue":"2","key":"10.1016\/j.ijhcs.2026.103797_bib0060","doi-asserted-by":"crossref","first-page":"130","DOI":"10.1016\/j.intmar.2009.02.001","article-title":"Prospects for personalization on the Internet","volume":"23","author":"Montgomery","year":"2009","journal-title":"J. Interact. Mark."},{"issue":"6","key":"10.1016\/j.ijhcs.2026.103797_bib0061","doi-asserted-by":"crossref","DOI":"10.2196\/10148","article-title":"Towards an artificially empathic conversational agent for mental health applications: system design and user perceptions [Original Paper]","volume":"20","author":"Morris","year":"2018","journal-title":"J Med Internet Res"},{"issue":"8","key":"10.1016\/j.ijhcs.2026.103797_bib0062","doi-asserted-by":"crossref","first-page":"865","DOI":"10.1080\/09588221.2019.1595664","article-title":"Intelligent personal assistants: can they understand and be understood by accented L2 learners?","volume":"33","author":"Moussalli","year":"2020","journal-title":"Comput. Assist. Lang. Learn."},{"issue":"1","key":"10.1016\/j.ijhcs.2026.103797_bib0063","doi-asserted-by":"crossref","first-page":"81","DOI":"10.1111\/0022-4537.00153","article-title":"Machines and mindlessness: social responses to computers","volume":"56","author":"Nass","year":"2000","journal-title":"J. soc. issues"},{"key":"10.1016\/j.ijhcs.2026.103797_bib0064","series-title":"Proceedings of the 20th ACM international conference on intelligent virtual agents","article-title":"Motivating health behavior change with humorous virtual agents","author":"Olafsson","year":"2020"},{"issue":"3","key":"10.1016\/j.ijhcs.2026.103797_bib0065","doi-asserted-by":"crossref","first-page":"1","DOI":"10.1145\/2912150","article-title":"Empathy in virtual agents and robots: a survey","volume":"7","author":"Paiva","year":"2017","journal-title":"ACM Trans. Interact. Intell. Syst."},{"issue":"12","key":"10.1016\/j.ijhcs.2026.103797_bib0066","doi-asserted-by":"crossref","first-page":"1998","DOI":"10.1080\/0144929X.2022.2105746","article-title":"Effect of AI chatbot empathy and identity disclosure on willingness to donate: the mediation of humanness and social presence","volume":"42","author":"Park","year":"2022","journal-title":"Behav. Inf. Technol."},{"issue":"2","key":"10.1016\/j.ijhcs.2026.103797_bib0067","article-title":"Empathic responses of behavioral-synchronization in human-agent interaction","volume":"71","author":"Park","year":"2022","journal-title":"Comput. Mater. Contin."},{"key":"10.1016\/j.ijhcs.2026.103797_bib0068","doi-asserted-by":"crossref","DOI":"10.1016\/j.chb.2019.106197","article-title":"Using computer automated systems to conduct personal interviews: does the mere presence of a human face inhibit disclosure?","volume":"105","author":"Pickard","year":"2020","journal-title":"Comput. Hum. Behav."},{"issue":"1","key":"10.1016\/j.ijhcs.2026.103797_bib0069","doi-asserted-by":"crossref","DOI":"10.1016\/j.ipm.2022.103124","article-title":"HELENA: an intelligent digital assistant based on a lifelong health user model","volume":"60","author":"Polignano","year":"2023","journal-title":"Inf. Process. Manag."},{"issue":"4","key":"10.1016\/j.ijhcs.2026.103797_bib0070","doi-asserted-by":"crossref","first-page":"515","DOI":"10.1017\/S0140525X00076512","article-title":"Does the chimpanzee have a theory of mind?","volume":"1","author":"Premack","year":"1978","journal-title":"Behav. Brain Sci."},{"key":"10.1016\/j.ijhcs.2026.103797_bib0071","doi-asserted-by":"crossref","DOI":"10.1016\/j.ijhcs.2021.102630","article-title":"The human side of human-chatbot interaction: a systematic literature review of ten years of research on text-based chatbots","volume":"151","author":"Rapp","year":"2021","journal-title":"Int. J. Hum.-Comput. Stud."},{"key":"10.1016\/j.ijhcs.2026.103797_bib0072","series-title":"The Media Equation: How People Treat Computers, Television, and New Media Like Real People","author":"Reeves","year":"1996"},{"key":"10.1016\/j.ijhcs.2026.103797_bib0073","series-title":"2019 International Conference on Robotics and Automation (ICRA)","article-title":"How shall I drive? Interaction modeling and motion planning towards empathetic and socially-graceful driving","author":"Ren","year":"2019"},{"issue":"1","key":"10.1016\/j.ijhcs.2026.103797_bib0074","doi-asserted-by":"crossref","first-page":"84","DOI":"10.1080\/00223891.2010.528484","article-title":"The QCAE: a questionnaire of cognitive and affective empathy","volume":"93","author":"Reniers","year":"2011","journal-title":"J. Pers. Assess."},{"key":"10.1016\/j.ijhcs.2026.103797_bib0075","doi-asserted-by":"crossref","DOI":"10.1016\/j.chb.2020.106359","article-title":"Effects of personalization and social role in voice shopping: an experimental study on product recommendation by a conversational voice agent","volume":"109","author":"Rhee","year":"2020","journal-title":"Comput. Hum. Behav."},{"key":"10.1016\/j.ijhcs.2026.103797_bib0076","doi-asserted-by":"crossref","first-page":"169","DOI":"10.1146\/annurev.neuro.27.070203.144230","article-title":"The mirror-neuron system","volume":"27","author":"Rizzolatti","year":"2004","journal-title":"Annu. Rev. Neurosci."},{"key":"10.1016\/j.ijhcs.2026.103797_bib0077","series-title":"Organizational Communication","first-page":"319","article-title":"Active listening","author":"Rogers","year":"2007"},{"key":"10.1016\/j.ijhcs.2026.103797_bib0078","series-title":"Proceedings of the 20th ACM International Conference on Intelligent Virtual Agents","article-title":"Mitigating Boredom using an empathetic conversational agent","author":"Samrose","year":"2020"},{"key":"10.1016\/j.ijhcs.2026.103797_bib0079","series-title":"Proceedings of the CHI Conference on Human Factors in Computing Systems","article-title":"Perceived Empathy of Technology Scale (PETS): measuring empathy of systems toward the user","author":"Schmidmaier","year":"2024"},{"key":"10.1016\/j.ijhcs.2026.103797_bib0080","series-title":"Proceedings of the 6th ACM Conference on Conversational User Interfaces","first-page":"1","article-title":"Cross-cultural validation of partner models for voice user interfaces","author":"Seaborn","year":"2024"},{"key":"10.1016\/j.ijhcs.2026.103797_bib0081","doi-asserted-by":"crossref","first-page":"10","DOI":"10.1631\/FITEE.1700826","article-title":"From Eliza to XiaoIce: challenges and opportunities with social chatbots","volume":"19","author":"Shum","year":"2018","journal-title":"Front. Inf. Technol. Electron. Eng."},{"key":"10.1016\/j.ijhcs.2026.103797_bib0082","doi-asserted-by":"crossref","first-page":"421","DOI":"10.1016\/j.childyouth.2018.07.027","article-title":"Factors influencing the development of empathy and pro-social behaviour among adolescents: A systematic review","volume":"94","author":"Silke","year":"2018","journal-title":"Child. Youth Serv. Rev."},{"issue":"1","key":"10.1016\/j.ijhcs.2026.103797_bib0083","doi-asserted-by":"crossref","first-page":"62","DOI":"10.1080\/00223890802484381","article-title":"The Toronto Empathy Questionnaire: scale development and initial validation of a factor-analytic solution to multiple empathy measures","volume":"91","author":"Spreng","year":"2009","journal-title":"J. Pers. Assess."},{"issue":"3","key":"10.1016\/j.ijhcs.2026.103797_bib0084","doi-asserted-by":"crossref","first-page":"1485","DOI":"10.1080\/10494820.2020.1841801","article-title":"The impact of Google Assistant on adolescent EFL learners\u2019 willingness to communicate","volume":"31","author":"Tai","year":"2023","journal-title":"Interact. Learn. Environ."},{"issue":"CSCW","key":"10.1016\/j.ijhcs.2026.103797_bib0085","first-page":"1","article-title":"Accountability and empathy by design: encouraging bystander intervention to cyberbullying on social media","volume":"3","author":"Taylor","year":"2019","journal-title":"Proc. ACM Hum.-Comput. Interact."},{"key":"10.1016\/j.ijhcs.2026.103797_bib0086","first-page":"1","article-title":"AI\u2019s humanoid appearance can affect human perceptions of Its emotional capability: evidence from self-reported data in the US","author":"Vuong","year":"2023","journal-title":"Int. J. Hum.\u2013Comput. Interact."},{"issue":"5","key":"10.1016\/j.ijhcs.2026.103797_bib0087","doi-asserted-by":"crossref","DOI":"10.1016\/j.ipm.2023.103444","article-title":"Revealing the complexity of users' intention to adopt healthcare chatbots: a mixed-method analysis of antecedent condition configurations","volume":"60","author":"Wang","year":"2023","journal-title":"Inf. Process. Manag."},{"key":"10.1016\/j.ijhcs.2026.103797_bib0088","series-title":"Proceedings of the 2020 CHI Conference on Human Factors in Computing Systems","article-title":"If i hear you correctly: building and evaluating interview chatbots with active listening skills","author":"Xiao","year":"2020"},{"key":"10.1016\/j.ijhcs.2026.103797_bib0089","doi-asserted-by":"crossref","first-page":"123","DOI":"10.1016\/j.cogsys.2019.09.016","article-title":"Empathy framework for embodied conversational agents","volume":"59","author":"Yal\u00e7\u0131n","year":"2020","journal-title":"Cogn. Syst. Res."},{"issue":"3","key":"10.1016\/j.ijhcs.2026.103797_bib0090","doi-asserted-by":"crossref","first-page":"e1431","DOI":"10.1002\/wcs.1431","article-title":"Primate empathy: three factors and their combinations for empathy-related phenomena","volume":"8","author":"Yamamoto","year":"2017","journal-title":"Wiley Interdiscip. Rev.: Cogn. Sci."},{"issue":"3","key":"10.1016\/j.ijhcs.2026.103797_bib0091","doi-asserted-by":"crossref","DOI":"10.1016\/j.ipm.2022.103257","article-title":"Understanding AI-based customer service resistance: a perspective of defective AI features and tri-dimensional distrusting beliefs","volume":"60","author":"Yang","year":"2023","journal-title":"Inf. Process. Manag."},{"key":"10.1016\/j.ijhcs.2026.103797_bib0092","series-title":"Proceedings of the 2019 CHI Conference on Human Factors in Computing Systems","article-title":"Understanding affective experiences with conversational agents","author":"Yang","year":"2019"},{"key":"10.1016\/j.ijhcs.2026.103797_bib0093","article-title":"Effect of AI chatbot's interactivity on consumers' negative word-of-mouth intention: mediating role of perceived empathy and anger","author":"Yim","year":"2023","journal-title":"Int. J. Hum.-Comput. Interact."},{"issue":"3","key":"10.1016\/j.ijhcs.2026.103797_bib0094","doi-asserted-by":"crossref","DOI":"10.1016\/j.ipm.2023.103342","article-title":"Modeling the information behavior patterns of new graduate students in supervisor selection","volume":"60","author":"Zhang","year":"2023","journal-title":"Inf. Process. Manag."},{"issue":"2-3","key":"10.1016\/j.ijhcs.2026.103797_bib0095","doi-asserted-by":"crossref","first-page":"1","DOI":"10.1145\/3232077","article-title":"Trusting virtual agents: the effect of personality","volume":"9","author":"Zhou","year":"2019","journal-title":"ACM Trans. Interact. Intell. Syst. (TiiS)"},{"issue":"12","key":"10.1016\/j.ijhcs.2026.103797_bib0096","doi-asserted-by":"crossref","first-page":"1182","DOI":"10.1080\/10447318.2021.1988236","article-title":"It is me, chatbot: working to address the COVID-19 outbreak-related mental health issues in China. User experience, satisfaction, and influencing factors","volume":"38","author":"Zhu","year":"2022","journal-title":"Int. J. Hum.\u2013Comput. Interact."},{"key":"10.1016\/j.ijhcs.2026.103797_bib0097","unstructured":"Zhuo, T. Y., Huang, Y., Chen, C., & Xing, Z. (2023). Exploring ai ethics of chatgpt: a diagnostic analysis. arXiv preprint arXiv:2301.12867."},{"issue":"1","key":"10.1016\/j.ijhcs.2026.103797_bib0098","doi-asserted-by":"crossref","first-page":"237","DOI":"10.1162\/coli_a_00502","article-title":"Can large language models transform computational social science?","volume":"50","author":"Ziems","year":"2024","journal-title":"Comput. Linguist."}],"container-title":["International Journal of Human-Computer Studies"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/api.elsevier.com\/content\/article\/PII:S1071581926000728?httpAccept=text\/xml","content-type":"text\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/api.elsevier.com\/content\/article\/PII:S1071581926000728?httpAccept=text\/plain","content-type":"text\/plain","content-version":"vor","intended-application":"text-mining"}],"deposited":{"date-parts":[[2026,4,19]],"date-time":"2026-04-19T05:17:44Z","timestamp":1776575864000},"score":1,"resource":{"primary":{"URL":"https:\/\/linkinghub.elsevier.com\/retrieve\/pii\/S1071581926000728"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2026,4]]},"references-count":98,"alternative-id":["S1071581926000728"],"URL":"https:\/\/doi.org\/10.1016\/j.ijhcs.2026.103797","relation":{},"ISSN":["1071-5819"],"issn-type":[{"value":"1071-5819","type":"print"}],"subject":[],"published":{"date-parts":[[2026,4]]},"assertion":[{"value":"Elsevier","name":"publisher","label":"This article is maintained by"},{"value":"Empathy in action: An empirical exploration of user perspectives on conversational agent empathy","name":"articletitle","label":"Article Title"},{"value":"International Journal of Human-Computer Studies","name":"journaltitle","label":"Journal Title"},{"value":"https:\/\/doi.org\/10.1016\/j.ijhcs.2026.103797","name":"articlelink","label":"CrossRef DOI link to publisher maintained version"},{"value":"article","name":"content_type","label":"Content Type"},{"value":"\u00a9 2026 The Author(s). Published by Elsevier Ltd.","name":"copyright","label":"Copyright"}],"article-number":"103797"}}