國立虎尾科技大學 |

The Smiling Chatbot = Investigating Emotional Contagion in Human-to-Chatbot Service Interactions /

紀錄類型:	書目-語言資料,印刷品 : Monograph/item
正題名/作者:	The Smiling Chatbot/ by Konstantin Prinz.
其他題名:	Investigating Emotional Contagion in Human-to-Chatbot Service Interactions /
作者:	Prinz, Konstantin.
面頁冊數:	XVIII, 223 p. 10 illus. Textbook for German language market.online resource. :
Contained By:	Springer Nature eBook
標題:	Innovation and Technology Management. -
電子資源:	https://doi.org/10.1007/978-3-658-40028-6
ISBN:	9783658400286

The Smiling Chatbot = Investigating Emotional Contagion in Human-to-Chatbot Service Interactions /
Prinz, Konstantin.

The Smiling ChatbotInvestigating Emotional Contagion in Human-to-Chatbot Service Interactions /[electronic resource] :by Konstantin Prinz. - 1st ed. 2022. - XVIII, 223 p. 10 illus. Textbook for German language market.online resource.

Introduction -- Foundations of Artificial Intelligence and Conversational Agents -- Emotions and Their Relevance for Service Research -- Overview of Current Literature -- Conceptual Developments and Empirical Investigations -- General Discussion -- Implications and Limitations -- References.

Significant advances in the field of artificial intelligence have given a strong tailwind to the spread of technologies based on it. AI technologies are increasingly influencing private contexts but also the service sector where more and more service encounters are handled by chatbots. In part, however, the spread of chatbots and the associated focus on their functional advantages seem to contradict extant research findings that service interactions are also driven by emotional components. A central role is played here by so-called emotional contagion (i.e., the unconscious transfer of emotions from employees to customers). Against the background that this contagion with positive emotions can lead to a better evaluation of the service transaction in the further course, it is the goal of this book to investigate the effects of positive displayed emotions of a chatbot. For this purpose, six consecutive studies were conducted. The results show that the expression of positive emotions by a chatbot enriches the service interactions by transmitting positive emotions that, in the further course, do also lead to a better evaluation of the service experienced. Moreover, it is shown that these emotional reactions are dependent on the customer’s personality and the chatbot’s appearance, expressed through an avatar. About the author Dr. Konstantin Prinz joined the research group Media and Service Management at the University of Koblenz-Landau in 2018. In his research, he dealt with customer-related reactions to emotions in the context of artificial intelligence. Further research interests relate to brand management and corporate communication. After receiving his PhD in 2022, he worked as a deputy professor at different universities.

ISBN: 9783658400286

Standard No.: 10.1007/978-3-658-40028-6doiSubjects--Topical Terms:

1365778
Innovation and Technology Management.

LC Class. No.: HD28-70

Dewey Class. No.: 658

The Smiling Chatbot = Investigating Emotional Contagion in Human-to-Chatbot Service Interactions /
LDR:03344nam a22003615i 4500 001 1086122
003 DE-He213
005 20221201172144.0
007 cr nn 008mamaa
008 221228s2022 gw | s |||| 0|eng d
020 $a 9783658400286 $9 978-3-658-40028-6
024 7 $a 10.1007/978-3-658-40028-6 $2 doi
035 $a 978-3-658-40028-6
050 4 $a HD28-70
072 7 $a KJM $2 bicssc
072 7 $a BUS041000 $2 bisacsh
072 7 $a KJM $2 thema
082 0 4 $a 658 $2 23
100 1 $a Prinz, Konstantin. $e author. $4 aut $4 http://id.loc.gov/vocabulary/relators/aut $3 1392796
245 1 4 $a The Smiling Chatbot $h [electronic resource] : $b Investigating Emotional Contagion in Human-to-Chatbot Service Interactions / $c by Konstantin Prinz.
250 $a 1st ed. 2022.
264 1 $a Wiesbaden : $b Springer Fachmedien Wiesbaden : $b Imprint: Springer Gabler, $c 2022.
300 $a XVIII, 223 p. 10 illus. Textbook for German language market. $b online resource.
336 $a text $b txt $2 rdacontent
337 $a computer $b c $2 rdamedia
338 $a online resource $b cr $2 rdacarrier
347 $a text file $b PDF $2 rda
505 0 $a Introduction -- Foundations of Artificial Intelligence and Conversational Agents -- Emotions and Their Relevance for Service Research -- Overview of Current Literature -- Conceptual Developments and Empirical Investigations -- General Discussion -- Implications and Limitations -- References.
520 $a Significant advances in the field of artificial intelligence have given a strong tailwind to the spread of technologies based on it. AI technologies are increasingly influencing private contexts but also the service sector where more and more service encounters are handled by chatbots. In part, however, the spread of chatbots and the associated focus on their functional advantages seem to contradict extant research findings that service interactions are also driven by emotional components. A central role is played here by so-called emotional contagion (i.e., the unconscious transfer of emotions from employees to customers). Against the background that this contagion with positive emotions can lead to a better evaluation of the service transaction in the further course, it is the goal of this book to investigate the effects of positive displayed emotions of a chatbot. For this purpose, six consecutive studies were conducted. The results show that the expression of positive emotions by a chatbot enriches the service interactions by transmitting positive emotions that, in the further course, do also lead to a better evaluation of the service experienced. Moreover, it is shown that these emotional reactions are dependent on the customer’s personality and the chatbot’s appearance, expressed through an avatar. About the author Dr. Konstantin Prinz joined the research group Media and Service Management at the University of Koblenz-Landau in 2018. In his research, he dealt with customer-related reactions to emotions in the context of artificial intelligence. Further research interests relate to brand management and corporate communication. After receiving his PhD in 2022, he worked as a deputy professor at different universities.
650 2 4 $a Innovation and Technology Management. $3 1365778
650 0 $a Technological innovations. $3 564143
650 0 $a Management. $3 558618
710 2 $a SpringerLink (Online service) $3 593884
773 0 $t Springer Nature eBook
776 0 8 $i Printed edition: $z 9783658400279
776 0 8 $i Printed edition: $z 9783658400293
856 4 0 $u https://doi.org/10.1007/978-3-658-40028-6
912 $a ZDB-2-SWI
950 $a Business and Economics (German Language) (SpringerNature-11775)