{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,5,16]],"date-time":"2026-05-16T14:09:43Z","timestamp":1778940583124,"version":"3.51.4"},"reference-count":46,"publisher":"Informa UK Limited","issue":"11","license":[{"start":{"date-parts":[[2023,2,16]],"date-time":"2023-02-16T00:00:00Z","timestamp":1676505600000},"content-version":"vor","delay-in-days":0,"URL":"http:\/\/creativecommons.org\/licenses\/by-nc-nd\/4.0\/"}],"content-domain":{"domain":["www.tandfonline.com"],"crossmark-restriction":true},"short-container-title":["International Journal of Human\u2013Computer Interaction"],"published-print":{"date-parts":[[2024,6,2]]},"DOI":"10.1080\/10447318.2023.2175158","type":"journal-article","created":{"date-parts":[[2023,2,17]],"date-time":"2023-02-17T05:14:39Z","timestamp":1676610879000},"page":"2862-2872","update-policy":"https:\/\/doi.org\/10.1080\/tandf_crossmark_01","source":"Crossref","is-referenced-by-count":48,"title":["When Do We Accept Mistakes from Chatbots? The Impact of Human-Like Communication on User Experience in Chatbots That Make Mistakes"],"prefix":"10.1080","volume":"40","author":[{"given":"Marianna A.","family":"de S\u00e1 Siqueira","sequence":"first","affiliation":[{"name":"Behavioural Science Institute, Faculty of Social Sciences, Radboud University, Nijmegen, The Netherlands"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Barbara C. N.","family":"M\u00fcller","sequence":"additional","affiliation":[{"name":"Behavioural Science Institute, Faculty of Social Sciences, Radboud University, Nijmegen, The Netherlands"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Tibor","family":"Bosse","sequence":"additional","affiliation":[{"name":"Behavioural Science Institute, Faculty of Social Sciences, Radboud University, Nijmegen, The Netherlands"}],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"301","published-online":{"date-parts":[[2023,2,16]]},"reference":[{"key":"e_1_3_2_2_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.chb.2018.03.051"},{"key":"e_1_3_2_3_1","doi-asserted-by":"publisher","DOI":"10.1145\/1067860.1067867"},{"key":"e_1_3_2_4_1","volume-title":"Exchange and power in social life","author":"Blau P.","year":"1964","unstructured":"Blau, P. (1964). Exchange and power in social life. John Wiley and Sons."},{"key":"e_1_3_2_5_1","doi-asserted-by":"crossref","unstructured":"B\u00fchrke J. Brendel A. B. & Lichtenberg S. (2021). Is making mistakes human? On the perception of typing errors in chatbot communication [Paper presentation]. Proceedings of the 54th Hawaii International Conference on System Sciences (pp. 4456\u20134465).","DOI":"10.24251\/HICSS.2021.541"},{"key":"e_1_3_2_6_1","doi-asserted-by":"publisher","DOI":"10.1080\/10447318.2020.1841438"},{"key":"e_1_3_2_7_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.jbusres.2018.10.004"},{"key":"e_1_3_2_8_1","doi-asserted-by":"publisher","DOI":"10.2307\/249008"},{"key":"e_1_3_2_9_1","doi-asserted-by":"publisher","DOI":"10.1111\/j.1559-1816.1992.tb00945.x"},{"key":"e_1_3_2_10_1","doi-asserted-by":"crossref","unstructured":"De Cicco R. Iacobucci S. Aquino A. Romana Alparone F. & Palumbo R. (2021). Understanding user\u2019s acceptance of chatbots: An extended TAM approach [Paper presentation]. Conversations 2021: Chatbot Research and Design (pp. 3\u201322).","DOI":"10.1007\/978-3-030-94890-0_1"},{"key":"e_1_3_2_11_1","unstructured":"de S\u00e1 Siqueira M. M\u00fcller B. C. & Bosse T. (2020). Do mistakes visual elements and recommendation explanation affect chatbot usability? A pilot study [Paper presentation]. Conversations 2020: 4th International workshop on Chatbot Research Amsterdam The Netherlands (pp. 1\u201311)."},{"key":"e_1_3_2_12_1","doi-asserted-by":"publisher","DOI":"10.1037\/xap0000092"},{"key":"e_1_3_2_13_1","doi-asserted-by":"publisher","DOI":"10.3758\/BRM.41.4.1149"},{"key":"e_1_3_2_14_1","doi-asserted-by":"publisher","DOI":"10.1145\/3342775.3342784"},{"key":"e_1_3_2_15_1","doi-asserted-by":"publisher","DOI":"10.1080\/07370024.2014.921494"},{"key":"e_1_3_2_16_1","doi-asserted-by":"publisher","DOI":"10.2979\/esj.2003.2.2.7"},{"key":"e_1_3_2_17_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.chb.2019.01.020"},{"key":"e_1_3_2_18_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.ijhcs.2006.11.018"},{"key":"e_1_3_2_19_1","doi-asserted-by":"publisher","DOI":"10.1145\/1512714.1512717"},{"key":"e_1_3_2_20_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.chb.2016.12.052"},{"key":"e_1_3_2_21_1","doi-asserted-by":"publisher","DOI":"10.1145\/3196709.3196735"},{"key":"e_1_3_2_22_1","doi-asserted-by":"publisher","DOI":"10.1080\/10864415.2001.11044233"},{"key":"e_1_3_2_23_1","doi-asserted-by":"crossref","unstructured":"Liebrecht L. Sander L. & Hooijdonk C. (2020). Too informal? How a chatbot communication style affects brand attitude and quality of interaction [Paper presentation]. Conversations 2020: 4th International Workshop on Chatbot Research - Online Amsterdam Netherlands.","DOI":"10.1007\/978-3-030-68288-0_2"},{"key":"e_1_3_2_24_1","volume-title":"Chatbot research and design. CONVERSATIONS 2019. Lecture notes in computer science","author":"Liesbrecht C.","year":"2019","unstructured":"Liesbrecht, C., & Hooijdonk, C. (2019). Creating humalike chatbots: What chatbot developers could learn from webcare employees in adopting a conversational human voice. In A. F\u00f8lstad (Ed.), Chatbot research and design. CONVERSATIONS 2019. Lecture notes in computer science (Vol. 11970). Sage."},{"key":"e_1_3_2_25_1","volume-title":"Social Presence: What is it? How do we measure it?","author":"Lowenthal P.","year":"2012","unstructured":"Lowenthal, P. (2012). Social Presence: What is it? How do we measure it? [Unpublished doctoral dissertation]. University of Colorado Denver."},{"key":"e_1_3_2_26_1","first-page":"5286","volume-title":"Like having a really bad PA: the gulf between user expectation and experience of conversational agents","author":"Luger E.","year":"2016","unstructured":"Luger, E., & Sellen, A. (2016). Like having a really bad PA: the gulf between user expectation and experience of conversational agents (pp. 5286\u20135297). ACM."},{"key":"e_1_3_2_27_1","doi-asserted-by":"publisher","DOI":"10.1111\/0022-4537.00153"},{"key":"e_1_3_2_28_1","first-page":"265","volume-title":"When should a robot apologize? Understanding how timing affects human-robot trust repair","author":"Nayyar M.","year":"2018","unstructured":"Nayyar, M., & Wagner, A. R. (2018). When should a robot apologize? Understanding how timing affects human-robot trust repair (pp. 265\u2013274). Spring."},{"key":"e_1_3_2_29_1","doi-asserted-by":"publisher","DOI":"10.1145\/985600.966013"},{"issue":"2","key":"e_1_3_2_30_1","first-page":"4","article-title":"AI-based chatbot service for financial industry","volume":"54","author":"Okuda T.","year":"2018","unstructured":"Okuda, T., & Shoda, S. (2018). AI-based chatbot service for financial industry. Fujitsu Scientific and Technical Journal, 54(2), 4\u20138. https:\/\/www.fujitsu.com\/global\/documents\/about\/resources\/publications\/fstj\/archives\/vol54-2\/paper01.pdf","journal-title":"Fujitsu Scientific and Technical Journal"},{"key":"e_1_3_2_31_1","doi-asserted-by":"crossref","unstructured":"Ragni M. Rudenko A. Kuhnert B. Arras K. O. (2016). Errare humanum est: Erroneous robots in human-robot interaction [Paper presentation]. 25th IEEE International Symposium on Robot and Human Interactive Communication (RO-MAN) August (pp. 36\u201331).","DOI":"10.1109\/ROMAN.2016.7745164"},{"key":"e_1_3_2_32_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.ijhcs.2021.102630"},{"key":"e_1_3_2_33_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.ijhcs.2021.102630"},{"key":"e_1_3_2_34_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.jretconser.2020.102176"},{"key":"e_1_3_2_35_1","doi-asserted-by":"publisher","DOI":"10.1080\/10447318.2019.1708612"},{"key":"e_1_3_2_36_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.chb.2014.12.055"},{"key":"e_1_3_2_37_1","volume-title":"The social psychology of telecommunications","author":"Short J.","year":"1976","unstructured":"Short, J., Williams, E., & Christie, B. (1976). The social psychology of telecommunications. Wiley."},{"key":"e_1_3_2_38_1","doi-asserted-by":"publisher","DOI":"10.1631\/FITEE.1700826"},{"key":"e_1_3_2_39_1","doi-asserted-by":"crossref","unstructured":"Svikhnushina E. Placinta A. & Pu P. (2021). User expectations of conversational chatbots based on online reviews [Paper presentation]. DIS'21: Designing Interactive Systems Conference (pp. 1481\u20131491).","DOI":"10.1145\/3461778.3462125"},{"key":"e_1_3_2_40_1","doi-asserted-by":"publisher","DOI":"10.1016\/S0305-0483(98)00028-0"},{"key":"e_1_3_2_41_1","doi-asserted-by":"publisher","DOI":"10.3390\/su12010256"},{"key":"e_1_3_2_42_1","unstructured":"Tsai J. Bowring E. Marsella S. & Tambe M. (2012). Emotional contagion with virtual characters (pp. 1193\u20131194). AAMAS. https:\/\/www.ifaamas.org\/Proceedings\/aamas2012\/papers\/X2_10.pdf"},{"key":"e_1_3_2_43_1","unstructured":"Wallis P. Norling E. (2005). The trouble with chatbots: Social skills in social world [Paper presentation]. Proceedings of the Joint Symposium on Virtual Social Agents (pp. 29\u201338)."},{"key":"e_1_3_2_44_1","doi-asserted-by":"publisher","DOI":"10.1080\/15256480.2021.2017812"},{"key":"e_1_3_2_45_1","doi-asserted-by":"crossref","unstructured":"Zamora J. (2017). I'm sorry Dave I'm afraid I can\u2019t do that: Chatbot perception and expectations [Paper presentation]. 5th International Conference on Human-Agent Interaction.","DOI":"10.1145\/3125739.3125766"},{"key":"e_1_3_2_46_1","first-page":"2204","volume-title":"Personalizing dialogue agents: I have a dog, do you have pets too?","author":"Zhang S.","year":"2018","unstructured":"Zhang, S. (2018). Personalizing dialogue agents: I have a dog, do you have pets too? (pp. 2204\u20132213). Association for Computational Linguistics."},{"issue":"1","key":"e_1_3_2_47_1","first-page":"96","article-title":"Chatbots - An interactive technology for personalized communication, transactions and services","volume":"15","author":"Zumstein D.","year":"2017","unstructured":"Zumstein, D., & Hundertmark, S. (2017). Chatbots - An interactive technology for personalized communication, transactions and services. IADIS International Journal, 15(1), 96\u2013109. https:\/\/www.iadisportal.org\/ijwi\/papers\/2017151107.pdf","journal-title":"IADIS International Journal"}],"container-title":["International Journal of Human\u2013Computer Interaction"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/www.tandfonline.com\/doi\/pdf\/10.1080\/10447318.2023.2175158","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2024,5,30]],"date-time":"2024-05-30T06:57:33Z","timestamp":1717052253000},"score":1,"resource":{"primary":{"URL":"https:\/\/www.tandfonline.com\/doi\/full\/10.1080\/10447318.2023.2175158"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2023,2,16]]},"references-count":46,"journal-issue":{"issue":"11","published-print":{"date-parts":[[2024,6,2]]}},"alternative-id":["10.1080\/10447318.2023.2175158"],"URL":"https:\/\/doi.org\/10.1080\/10447318.2023.2175158","relation":{},"ISSN":["1044-7318","1532-7590"],"issn-type":[{"value":"1044-7318","type":"print"},{"value":"1532-7590","type":"electronic"}],"subject":[],"published":{"date-parts":[[2023,2,16]]},"assertion":[{"value":"The publishing and review policy for this title is described in its Aims & Scope.","order":1,"name":"peerreview_statement","label":"Peer Review Statement"},{"value":"http:\/\/www.tandfonline.com\/action\/journalInformation?show=aimsScope&journalCode=hihc20","URL":"http:\/\/www.tandfonline.com\/action\/journalInformation?show=aimsScope&journalCode=hihc20","order":2,"name":"aims_and_scope_url","label":"Aim & Scope"},{"value":"2022-09-05","order":0,"name":"received","label":"Received","group":{"name":"publication_history","label":"Publication History"}},{"value":"2023-01-26","order":1,"name":"accepted","label":"Accepted","group":{"name":"publication_history","label":"Publication History"}},{"value":"2023-02-16","order":2,"name":"published","label":"Published","group":{"name":"publication_history","label":"Publication History"}}]}}