Empathic Healthcare Chatbots: Comparing the Effects of Emotional Expression and Caring Behavior
Research output: Contributions to collected editions/works › Article in conference proceedings › Research › peer-review
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42nd International Conference on Information Systems, ICIS 2021 TREOs: "Building Sustainability and Resilience with IS: A Call for Action". The Association for Information Systems (AIS), 2021. 1402 (42nd International Conference on Information Systems, ICIS 2021 TREOs: "Building Sustainability and Resilience with IS: A Call for Action").
Research output: Contributions to collected editions/works › Article in conference proceedings › Research › peer-review
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RIS
TY - CHAP
T1 - Empathic Healthcare Chatbots
T2 - 42nd International Conference on Information Systems - ICIS 2021 TREOs
AU - Seitz, Lennart
AU - Bekmeier-Feuerhahn, Sigrid
N1 - Conference code: 42
PY - 2021
Y1 - 2021
N2 - The implementation of empathy to interactions with healthcare chatbots is considered promising since it is a crucial element in doctor-patient relationships. Existing research commonly conceptualizes the multifaceted concept of empathy unidimensional resulting in an insufficient consideration of different types of empathic expressions. Drawing on the assumption that emotional empathic expressions are perceived as more human-like but less authentic than empathic caring behavior, we compare the outcomes of both empathy types. We therefore conducted an online experiment with n=403 participants who interacted with one of five diagnosis chatbots each expressing a different type of empathy. First results support our hypothesis that emotional expressions increase social presence but decrease authenticity while the opposite is true for caring chatbots. Mediation analysis reveals that both function as opposing mediators between empathy type and the chatbot's likeability. Our research thus contributes to a differentiated view on empathy in interactions with chatbots.
AB - The implementation of empathy to interactions with healthcare chatbots is considered promising since it is a crucial element in doctor-patient relationships. Existing research commonly conceptualizes the multifaceted concept of empathy unidimensional resulting in an insufficient consideration of different types of empathic expressions. Drawing on the assumption that emotional empathic expressions are perceived as more human-like but less authentic than empathic caring behavior, we compare the outcomes of both empathy types. We therefore conducted an online experiment with n=403 participants who interacted with one of five diagnosis chatbots each expressing a different type of empathy. First results support our hypothesis that emotional expressions increase social presence but decrease authenticity while the opposite is true for caring chatbots. Mediation analysis reveals that both function as opposing mediators between empathy type and the chatbot's likeability. Our research thus contributes to a differentiated view on empathy in interactions with chatbots.
KW - anthropomorphism
KW - chatbot
KW - conversational agent
KW - Empathy
KW - health
KW - Management studies
UR - http://www.scopus.com/inward/record.url?scp=85172073141&partnerID=8YFLogxK
UR - https://www.mendeley.com/catalogue/60862790-dc83-3144-9167-f569fda08a14/
M3 - Article in conference proceedings
AN - SCOPUS:85172073141
SN - 978-1-7336325-9-1
T3 - 42nd International Conference on Information Systems, ICIS 2021 TREOs: "Building Sustainability and Resilience with IS: A Call for Action"
BT - 42nd International Conference on Information Systems, ICIS 2021 TREOs
PB - The Association for Information Systems (AIS)
Y2 - 12 December 2021 through 15 December 2021
ER -