Khan, Md Irfanuzzaman and Tarofder, Arun Kumar and Gopinathan, Sharmini and Haque, A. K. M. Ahasanul
(2025)
Designing authentic customer-chatbot interactions: a necessary condition analysis of emotional intelligence and anthropomorphic features in human- computer interaction.
International Journal Of Human–Computer Interaction.
pp. 1-18.
ISSN 10447318
E-ISSN 15327590
Abstract
ABSTRACT
This study offers a novel framework of perceived authenticity (PA) in chatbot-mediated service
interactions by drawing on insights from Mind Perception Theory, Theory of Mind, the
Authenticity Model of Computer-Mediated Communication, and Uncanny Valley Theory. The
model integrates emotional and anthropomorphic cues by including perceived humanness,
empathy, warmth, and humor. Survey data from 396 participants were analyzed using Partial Least
Squares Structural Equation Modeling. The results indicate that empathy exerts the strongest influence
on perceived authenticity, followed by perceived humanness and warmth, while humor plays
a complementary role. PA significantly enhances trust, rapport, and satisfaction but has limited
effect on frustration. Necessary Condition Analysis identifies minimum thresholds of key predictors
needed to achieve high PA. Moderation analysis reveals that empathy and humanness are more
effective for male-presenting chatbots, while humor enhances authenticity for female-presenting
ones. The findings offer significant theoretical and practical implications in the domain of human
-chatbot interaction.
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