{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,9,21]],"date-time":"2026-09-21T14:17:28Z","timestamp":1790000248724,"version":"4.0.1"},"publisher-location":"New York, NY, USA","reference-count":52,"publisher":"ACM","license":[{"start":{"date-parts":[[2020,10,25]],"date-time":"2020-10-25T00:00:00Z","timestamp":1603584000000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/www.acm.org\/publications\/policies\/copyright_policy#Background"}],"content-domain":{"domain":["dl.acm.org"],"crossmark-restriction":true},"short-container-title":[],"published-print":{"date-parts":[[2020,10,25]]},"DOI":"10.1145\/3419249.3420170","type":"proceedings-article","created":{"date-parts":[[2020,10,26]],"date-time":"2020-10-26T21:00:52Z","timestamp":1603746052000},"page":"1-6","update-policy":"https:\/\/doi.org\/10.1145\/crossmark-policy","source":"Crossref","is-referenced-by-count":18,"title":["Tell Me More: Transparency and Time-Fillers to Optimize Chatbots\u2019 Waiting Time Experience"],"prefix":"10.1145","author":[{"given":"Philipp","family":"Wintersberger","sequence":"first","affiliation":[{"name":"Technische Hochschule Ingolstadt, Germany"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Tobias","family":"Klotz","sequence":"additional","affiliation":[{"name":"UCL Interaction Centre University College London, United Kingdom"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Andreas","family":"Riener","sequence":"additional","affiliation":[{"name":"Technische Hochschule Ingolstadt, Germany"}],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"320","published-online":{"date-parts":[[2020,10,26]]},"reference":[{"key":"e_1_3_2_1_1_1","unstructured":"Jenet\u00a0Manyi Agbor. 2011. The Relationship between Customer Satisfaction and Service Quality : A Study of Three Service Sectors in Ume\u00e5."},{"key":"e_1_3_2_1_2_1","volume-title":"Chatbots: A Guide for Brands.","author":"America Digitas\u00a0North","year":"2016","unstructured":"Digitas\u00a0North America and Harris Poll. 2016. Chatbots: A Guide for Brands. (2016). https:\/\/www.slideshare.net\/DigitasLBi_US\/chatbots-a-guide-for-brands"},{"key":"e_1_3_2_1_3_1","doi-asserted-by":"publisher","DOI":"10.1145\/3290605.3300484"},{"key":"e_1_3_2_1_4_1","doi-asserted-by":"publisher","DOI":"10.1145\/2702123.2702428"},{"key":"e_1_3_2_1_5_1","volume-title":"International Conference on Information Systems (2018","author":"Baier Daniel","year":"2018","unstructured":"Daniel Baier, Alexandra Rese, and Maximilian R\u00f6glinger. 2018. Conversational User Interfaces for Online Shops? A Categorization of Use Cases. In International Conference on Information Systems (2018). ICIS 2018, San Francisco, USA, 18. https:\/\/www.fim-rc.de\/Paperbibliothek\/Veroeffentlicht\/822\/wi-822.pdf"},{"key":"e_1_3_2_1_6_1","volume-title":"Perceptions of Chatbots in Therapy. In Extended Abstracts of the 2019 CHI Conference on Human Factors in Computing Systems (Glasgow, Scotland Uk) (CHI EA \u201919)","author":"Bell Samuel","year":"2019","unstructured":"Samuel Bell, Clara Wood, and Advait Sarkar. 2019. Perceptions of Chatbots in Therapy. In Extended Abstracts of the 2019 CHI Conference on Human Factors in Computing Systems (Glasgow, Scotland Uk) (CHI EA \u201919). ACM, New York, NY, USA, Article LBW1712, 6\u00a0pages. https:\/\/doi.org\/10.1145\/3290607.3313072"},{"key":"e_1_3_2_1_7_1","doi-asserted-by":"publisher","DOI":"10.1145\/3236669"},{"key":"e_1_3_2_1_8_1","unstructured":"Ziv Carmon and Daniel Kahneman. 1996. The Experienced Utility of Queuing: Experience Profiles and Retrospective Evaluations of Simulated Queues."},{"key":"e_1_3_2_1_9_1","doi-asserted-by":"publisher","DOI":"10.1108\/09564239810199950"},{"key":"e_1_3_2_1_10_1","doi-asserted-by":"publisher","DOI":"10.1108\/EUM0000000002506"},{"key":"e_1_3_2_1_11_1","doi-asserted-by":"publisher","DOI":"10.1109\/ICMLA.2011.167"},{"key":"e_1_3_2_1_12_1","volume-title":"Chatbots and the new world of HCI. interactions 24, 4","author":"F\u00f8lstad Asbj\u00f8rn","year":"2017","unstructured":"Asbj\u00f8rn F\u00f8lstad and Petter\u00a0Bae Brandtz\u00e6g. 2017. Chatbots and the new world of HCI. interactions 24, 4 (2017), 38\u201342."},{"key":"e_1_3_2_1_13_1","doi-asserted-by":"publisher","DOI":"10.1145\/3170427.3185372"},{"key":"e_1_3_2_1_14_1","doi-asserted-by":"publisher","DOI":"10.1145\/1056808.1056921"},{"key":"e_1_3_2_1_15_1","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-030-01437-7_16"},{"key":"e_1_3_2_1_16_1","first-page":"13","article-title":"The Impact of Mood on Time Perception, Memorization, and Acceptance of Waiting","volume":"4","author":"Gelinas-Chebat Claire","year":"1995","unstructured":"Claire Gelinas-Chebat, Alexander Vaninski, Pierre Filiatrault, and Jean-Charles Chebat. 1995. The Impact of Mood on Time Perception, Memorization, and Acceptance of Waiting. Genetic, Social, and General Psychological Monographs 4 (1995), 13\u2013424.","journal-title":"Genetic, Social, and General Psychological Monographs"},{"key":"e_1_3_2_1_17_1","volume-title":"Proceedings of the International Conference on Information Systems (ICIS) 2017 (2017-12)","author":"Gnewuch Ulrich","year":"2017","unstructured":"Ulrich Gnewuch, Stefan Morana, and Alexander Maedche. 2017. Towards Designing Cooperative and Social Conversational Agents for Customer Service. In Proceedings of the International Conference on Information Systems (ICIS) 2017 (2017-12). Association for Information Systems, Seoul, South Korea, 15."},{"key":"e_1_3_2_1_18_1","doi-asserted-by":"publisher","DOI":"10.1145\/1294211.1294231"},{"key":"e_1_3_2_1_19_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.intcom.2010.04.002"},{"key":"e_1_3_2_1_20_1","volume-title":"M\u00fcnster","author":"Hinz A.","unstructured":"A. Hinz. 2000. Psychologie Der Zeit. Waxmann, M\u00fcnster; New York; M\u00fcnchen; Berlin. https:\/\/books.google.de\/books?id=BV6P5yhuJtwC"},{"key":"e_1_3_2_1_21_1","doi-asserted-by":"publisher","DOI":"10.1086\/208998"},{"key":"e_1_3_2_1_22_1","doi-asserted-by":"publisher","DOI":"10.1177\/0961463X96005003007"},{"key":"e_1_3_2_1_23_1","doi-asserted-by":"publisher","DOI":"10.1002\/(SICI)1520-6793(199812)15:8<735::AID-MAR2>3.0.CO;2-9"},{"key":"e_1_3_2_1_24_1","doi-asserted-by":"publisher","DOI":"10.2307\/1251932"},{"key":"e_1_3_2_1_25_1","doi-asserted-by":"publisher","DOI":"10.1111\/j.1559-1816.1996.tb00093.x"},{"key":"e_1_3_2_1_26_1","doi-asserted-by":"publisher","DOI":"10.1145\/3196709.3196735"},{"key":"e_1_3_2_1_27_1","volume-title":"Next Wave: The 21st Dmi: Academic Design Management Conference Proceedings (2018-07)","author":"Jylk\u00e4s Titta","year":"2018","unstructured":"Titta Jylk\u00e4s, Mikko\u00a0Henrikki \u00c4ij\u00e4l\u00e4, Tytti\u00a0Marianne Vuorikari, and V\u00e9saal Rajab. 2018. AI Assistants as Non-Human Actors in Service Design. In Next Wave: The 21st Dmi: Academic Design Management Conference Proceedings (2018-07). Design Management Institute, London, UK, 1436\u20131444. https:\/\/lacris.ulapland.fi\/en\/publications\/ai-assistants-as-nonhuman-actors-in-service-design(bc93bc22-a028-4e5e-8ff1-1b46976937da).html"},{"key":"e_1_3_2_1_28_1","unstructured":"Dr\u00a0Julian\u00a0M Kawohl and Stefanie Ha\u00df. 2018. Customer Service 4.0 - Wie gut sind Chatbots?https:\/\/www.heise.de\/downloads\/18\/2\/5\/4\/1\/3\/4\/2\/Studie_chatbots.pdf"},{"key":"e_1_3_2_1_29_1","volume-title":"Innovationen und Innovationsmanagement in der Finanzbranche, Remigiusz Smolinski, Moritz Gerdes, Martin Siejka, and Mariusz\u00a0C Bodek (Eds.)","author":"Kusber Robert","unstructured":"Robert Kusber. 2017. Chatbots \u2013 Conversational UX Platforms. In Innovationen und Innovationsmanagement in der Finanzbranche, Remigiusz Smolinski, Moritz Gerdes, Martin Siejka, and Mariusz\u00a0C Bodek (Eds.). Springer Fachmedien Wiesbaden, Wiesbaden, Germany, 231\u2013244."},{"key":"e_1_3_2_1_30_1","doi-asserted-by":"publisher","DOI":"10.1145\/3290605.3300932"},{"key":"e_1_3_2_1_31_1","volume-title":"Maister and Harvard\u00a0Business School","author":"H.","year":"1985","unstructured":"David\u00a0H. Maister and Harvard\u00a0Business School. 1985. The Psychology of Waiting Lines. https:\/\/davidmaister.com\/wp-content\/themes\/davidmaister\/pdf\/PsycholgyofWaitingLines751.pdf"},{"key":"e_1_3_2_1_32_1","unstructured":"Rory McElearney. 2017. What\u2019s With All The Crappy Chatbots?https:\/\/disruptionhub.com\/whats-crappy-chatbots\/"},{"key":"e_1_3_2_1_33_1","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-319-32967-3"},{"key":"e_1_3_2_1_34_1","doi-asserted-by":"publisher","DOI":"10.1145\/3027063.3027077"},{"key":"e_1_3_2_1_35_1","doi-asserted-by":"publisher","DOI":"10.1037\/0021-9010.92.2.511"},{"key":"e_1_3_2_1_36_1","doi-asserted-by":"publisher","DOI":"10.1145\/1165385.317459"},{"key":"e_1_3_2_1_37_1","unstructured":"Cecilie\u00a0Bertinussen Nordheim. 2018. Trust in Chatbots for Customer Service. https:\/\/www.duo.uio.no\/bitstream\/handle\/10852\/63498\/CecilieBertinussenNordheim_masteroppgaveV18.pdf?sequence=1&isAllowed=y"},{"key":"e_1_3_2_1_38_1","unstructured":"Donald\u00a0A. Norman. 2008. THE PSYCHOLOGY OF WAITING LINES. http:\/\/www.jnd.org\/ms\/Norman%20The%20Psychology%20of%20Waiting%20Lines.pdf"},{"key":"e_1_3_2_1_39_1","volume-title":"MALIS-Praxisprojekte 2011: Projektberichte aus dem berufsbegleitenden Masterstudiengang Bibliotheks- und Informationswissenschaft der Fachhochschule K\u00f6ln. Dinges & Frick","author":"O\u00dfwald Achim","unstructured":"Achim O\u00dfwald, Fachhochschule, and Studiengang Bibliotheks- und Informationswissenschaft. 2011. MALIS-Praxisprojekte 2011: Projektberichte aus dem berufsbegleitenden Masterstudiengang Bibliotheks- und Informationswissenschaft der Fachhochschule K\u00f6ln. Dinges & Frick, Wiesbaden. http:\/\/www.b-i-t-online.de\/daten\/BIT_Innovativ_35_MaLIS.pdf OCLC: 845012766."},{"key":"e_1_3_2_1_40_1","unstructured":"A. Poleshova. 2017. Chatbots - Gr\u00fcnde der Nutzung in Deutschland 2017 | Umfrage. https:\/\/de.statista.com\/statistik\/daten\/studie\/797057\/umfrage\/gruende-der-nutzung-von-chatbots-in-deutschland\/"},{"key":"e_1_3_2_1_41_1","doi-asserted-by":"publisher","DOI":"10.1016\/S0167-8116(98)00008-1"},{"key":"e_1_3_2_1_42_1","unstructured":"Nicole\u00a0M. Radziwill and Morgan\u00a0C. Benton. 2017. Evaluating Quality of Chatbots and Intelligent Conversational Agents. arxiv:1704.04579\u00a0[cs.CY]"},{"key":"e_1_3_2_1_43_1","doi-asserted-by":"publisher","DOI":"10.1145\/3308557.3308712"},{"key":"e_1_3_2_1_44_1","doi-asserted-by":"publisher","unstructured":"Szymon Rozga. 2018. Human Handoff. Apress Berkeley CA 547\u2013570. https:\/\/doi.org\/10.1007\/978-1-4842-3540-9_12","DOI":"10.1007\/978-1-4842-3540-9_12"},{"key":"e_1_3_2_1_45_1","doi-asserted-by":"publisher","DOI":"10.1145\/3290605.3300587"},{"key":"e_1_3_2_1_46_1","doi-asserted-by":"crossref","unstructured":"Kennon\u00a0M Sheldon Andrew\u00a0J Elliot Youngmee Kim and Tim Kasser. 2001. What is satisfying about satisfying events? Testing 10 candidate psychological needs.Journal of personality and social psychology 80 2(2001) 325.","DOI":"10.1037\/0022-3514.80.2.325"},{"key":"e_1_3_2_1_47_1","doi-asserted-by":"publisher","unstructured":"Efraim Turban Jon Outland David King Jae\u00a0Kyu Lee Ting-Peng Liang and Deborrah\u00a0C. Turban. 2018. Intelligent (Smart) E-Commerce. Springer International Publishing Cham 249\u2013283. https:\/\/doi.org\/10.1007\/978-3-319-58715-8_7","DOI":"10.1007\/978-3-319-58715-8_7"},{"key":"e_1_3_2_1_48_1","unstructured":"Elen Veenpere. 2017. Customer Service Glossary: Words and Phrases to Know. https:\/\/www.groovehq.com\/support\/customer-service-glossary"},{"key":"e_1_3_2_1_49_1","doi-asserted-by":"publisher","DOI":"10.1037\/0022-3514.54.6.1063"},{"key":"e_1_3_2_1_50_1","doi-asserted-by":"publisher","DOI":"10.1145\/3025453.3025496"},{"key":"e_1_3_2_1_51_1","doi-asserted-by":"publisher","DOI":"10.1108\/01443570410563278"},{"key":"e_1_3_2_1_52_1","doi-asserted-by":"publisher","DOI":"10.1145\/3125739.3125766"}],"event":{"name":"NordiCHI '20: Shaping Experiences, Shaping Society","location":"Tallinn Estonia","acronym":"NordiCHI '20"},"container-title":["Proceedings of the 11th Nordic Conference on Human-Computer Interaction: Shaping Experiences, Shaping Society"],"original-title":[],"link":[{"URL":"https:\/\/dl.acm.org\/doi\/10.1145\/3419249.3420170","content-type":"unspecified","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/dl.acm.org\/doi\/pdf\/10.1145\/3419249.3420170","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2026,9,21]],"date-time":"2026-09-21T13:33:00Z","timestamp":1789997580000},"score":1,"resource":{"primary":{"URL":"https:\/\/dl.acm.org\/doi\/10.1145\/3419249.3420170"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2020,10,25]]},"references-count":52,"alternative-id":["10.1145\/3419249.3420170","10.1145\/3419249"],"URL":"https:\/\/doi.org\/10.1145\/3419249.3420170","relation":{},"subject":[],"published":{"date-parts":[[2020,10,25]]},"assertion":[{"value":"2020-10-26","order":3,"name":"published","label":"Published","group":{"name":"publication_history","label":"Publication History"}}]}}