A Matter of Trust? Examination of Chatbot Usage in Insurance Business

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dc.contributor.authorRodríguez Cardona, Davinia
dc.contributor.authorJanssen, Antje
dc.contributor.authorGuhr, Nadine
dc.contributor.authorBreitner, Michael H.
dc.contributor.authorMilde, Julian
dc.date.accessioned2020-12-24T19:05:04Z
dc.date.available2020-12-24T19:05:04Z
dc.date.issued2021-01-05
dc.description.abstractCritical success factors such as trust and privacy concerns have been recognized as grand challenges for research of intelligent interactive technologies. Not only their ethical, legal, and social implications, but also their role in the intention to use these technologies within high risk and uncertainty contexts must be investigated. Nonetheless, there is a lack of empirical evidence about the factors influencing user’s intention to use insurance chatbots (ICB). To close this gap, we analyze (i) the effect of trust and privacy concerns on the intention to use ICB and (ii) the importance of these factors in comparison with the widely studied technology acceptance variables of perceived usefulness and perceived ease of use. Based on the results of our online survey with 215 respondents and partial least squares structural equation modelling (PLS-SEM), our findings indicate that although trust is important, other factors, such as the perceived usefulness, are most critical for ICB usage.
dc.format.extent10 pages
dc.identifier.doi10.24251/HICSS.2021.068
dc.identifier.isbn978-0-9981331-4-0
dc.identifier.urihttp://hdl.handle.net/10125/70679
dc.language.isoEnglish
dc.relation.ispartofProceedings of the 54th Hawaii International Conference on System Sciences
dc.rightsAttribution-NonCommercial-NoDerivatives 4.0 International
dc.rights.urihttps://creativecommons.org/licenses/by-nc-nd/4.0/
dc.subjectHuman‒Robot Interactions
dc.subjectchatbot usage
dc.subjectinsurance
dc.subjectprivacy concerns
dc.subjectstructural equation modelling
dc.subjecttrust
dc.titleA Matter of Trust? Examination of Chatbot Usage in Insurance Business
prism.startingpage556

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