IDEAS home Printed from https://ideas.repec.org/a/ids/ijimad/v20y2024i3-4p292-310.html
   My bibliography  Save this article

Does a chatbot's location influence consumer attitude and intentions?

Author

Listed:
  • Irene Roozen
  • Mariet Raedts
  • Guillaume Waetermans

Abstract

Chatbots engage in real-time conversations with customers. Moreover, they can collect data in a digital landscape that is increasingly sensitive to privacy. The objective of this study was to help strategic marketing decision-makers better understand how and where chatbots can be used effectively to gather consumer data. We analyse whether consumers' privacy concerns influence their adoption. Furthermore, we invest if privacy concerns, and subsequently information disclosure, are significantly influenced by the chatbot's location. In an experimental study (N = 398) we compared the (in)direct effects of the same chatbot in two different locations: Facebook and its own retailer's website. Our results show that interacting with a chatbot on Facebook led to significantly lower attitudes towards chatbots and lower intentions to use chatbots. Both relationships are sequentially mediated via higher privacy concerns and less comfort with information disclosure. Companies therefore need to consider where to deploy their chatbots.

Suggested Citation

  • Irene Roozen & Mariet Raedts & Guillaume Waetermans, 2024. "Does a chatbot's location influence consumer attitude and intentions?," International Journal of Internet Marketing and Advertising, Inderscience Enterprises Ltd, vol. 20(3/4), pages 292-310.
    • Handle: RePEc:ids:ijimad:v:20:y:2024:i:3/4:p:292-310
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=139294
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ids:ijimad:v:20:y:2024:i:3/4:p:292-310. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=84 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.