Details
| Original language | English |
|---|---|
| Title of host publication | Proceedings of the 54th Annual Hawaii International Conference on System Sciences, HICSS 2021 |
| Editors | Tung X. Bui |
| Publisher | IEEE Computer Society |
| Pages | 556-565 |
| Number of pages | 10 |
| ISBN (electronic) | 9780998133140 |
| Publication status | Published - 2021 |
| Event | 54th Annual Hawaii International Conference on System Sciences, HICSS 2021 - Virtual, Online Duration: 4 Jan 2021 → 8 Jan 2021 |
Publication series
| Name | Proceedings of the Annual Hawaii International Conference on System Sciences |
|---|---|
| Volume | 2020-January |
| ISSN (Print) | 1530-1605 |
Abstract
Critical 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.
ASJC Scopus subject areas
- Engineering(all)
- General Engineering
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Proceedings of the 54th Annual Hawaii International Conference on System Sciences, HICSS 2021. ed. / Tung X. Bui. IEEE Computer Society, 2021. p. 556-565 (Proceedings of the Annual Hawaii International Conference on System Sciences; Vol. 2020-January).
Research output: Chapter in book/report/conference proceeding › Conference contribution › Research › peer review
}
TY - GEN
T1 - A matter of trust? Examination of chatbot usage in insurance business
AU - Cardona, Davinia Rodríguez
AU - Janssen, Antje
AU - Guhr, Nadine
AU - Breitner, Michael H.
AU - Milde, Julian
PY - 2021
Y1 - 2021
N2 - Critical 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.
AB - Critical 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.
UR - http://www.scopus.com/inward/record.url?scp=85108335716&partnerID=8YFLogxK
U2 - 10.24251/HICSS.2021.068
DO - 10.24251/HICSS.2021.068
M3 - Conference contribution
AN - SCOPUS:85108335716
T3 - Proceedings of the Annual Hawaii International Conference on System Sciences
SP - 556
EP - 565
BT - Proceedings of the 54th Annual Hawaii International Conference on System Sciences, HICSS 2021
A2 - Bui, Tung X.
PB - IEEE Computer Society
T2 - 54th Annual Hawaii International Conference on System Sciences, HICSS 2021
Y2 - 4 January 2021 through 8 January 2021
ER -