패션상품 챗봇에 대한 신뢰 형성 요인 - 지각된 지능과 긍정적 인지의 매개효과를 중심으로 -

키워드

참고문헌 (82)

1. Anselmsson, J., "Customer-perceived service quality and technology-based self-service", doctor, pp.2001
2. Reuben M. Baron, "The moderator–mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations.", Journal of Personality and Social Psychology, 51(6), pp.1173~1182 (1986), American Psychological Association (APA)[DOI]
3. Christoph Bartneck, "Measurement Instruments for the Anthropomorphism, Animacy, Likeability, Perceived Intelligence, and Perceived Safety of Robots", International Journal of Social Robotics, 1(1), pp.71~81 (2008), Springer Science and Business Media LLC[DOI]
4. Mary Jo Bitner, "The Service Encounter: Diagnosing Favorable and Unfavorable Incidents", Journal of Marketing, 54(1), pp.71~84 (1990), SAGE Publications[DOI]
5. Markus Blut, "Factors Influencing the Acceptance of Self-Service Technologies", Journal of Service Research, 19(4), pp.396~416 (2016), SAGE Publications[DOI]
6. Markus Blut, "Understanding anthropomorphism in service provision: a meta-analysis of physical robots, chatbots, and other AI", Journal of the Academy of Marketing Science, 49(4), pp.632~658 (2021), Springer Science and Business Media LLC[DOI]
7. Bohner, G., "Attitudes and Attitude Change" (2002), Psychology Press Ltd
8. Ruth N. Bolton, "Customer experience challenges: bringing together digital, physical and social realms", Journal of Service Management, 29(5), pp.776~808 (2018), Emerald[DOI]
9. Breakwell, G. M., "Attitudes to new technology in relation to social beliefs and group memberships-A preliminary investigation", Current Psychological Research & Reviews, 5(1), pp.34~47 (1986)
10. Broadbent, E., "Human-robot interaction research to improve quality of life in elder care - An approach and issues", Paper presented at Workshops at the Twenty-Fifth AAAI Conference on Artificial Intelligence, pp.13~19 (2011)
11. Butler, "Reliability, Mindfulness, and Information Systems", MIS Quarterly, 30(2), pp.211~224 (2006), JSTOR[DOI]
12. 변성혁, "AI 금융 챗봇 추천 메시지의 의인화와 개인화 수준이 고객 반응에 미치는 영향", 한국광고홍보학보, 22(2), pp.466~502 (2020), 한국광고홍보학회[DOI]
13. Cody Canning, "Investigating human perceptions of robot capabilities in remote human-robot team tasks based on first-person robot video feeds", 2014 IEEE, 2014, 4354~4361[DOI]
14. 조국애, "금융 서비스 챗봇의 인터렉션 유형별 UX 평가", 한국HCI학회 논문지, 14(2), pp.61~69 (2019), 한국에이치씨아이학회[DOI]
15. 최미영, "온라인 패션쇼핑몰의 개인 상품 추천서비스가 인지적 태도와 감정적 애착을 통해 서비스 사용행동에 미치는 영향", 한국의류산업학회지, 23(5), pp.586~597 (2021), 한국의류산업학회
16. Joel E. Collier, "Only If It Is Convenient", Journal of Service Research, 16(1), pp.39~51 (2012), SAGE Publications[DOI]
17. Pratibha A Dabholkar, "Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality", International Journal of Research in Marketing, 13(1), pp.29~51 (1996), Elsevier BV[DOI]
18. Fred D. Davis, "User Acceptance of Computer Technology: A Comparison of Two Theoretical Models", Management Science, 35(8), pp.982~1003 (1989), Institute for Operations Research and the Management Sciences (INFORMS)[DOI]
19. Carl F. DiSalvo, "All robots are not created equal", Proceedings of the 4th conference on Designing interactive systems: processes, practices, methods, and techniques, pp.321~326 (2002), ACM[DOI]
20. Nicholas Epley, "On seeing human: A three-factor theory of anthropomorphism", Psychological Review, 114(4), pp.864~886 (2007), American Psychological Association (APA)[DOI]
21. Serkan Erebak, "Caregivers’ attitudes toward potential robot coworkers in elder care", Cognition, Technology & Work, 21(2), pp.327~336 (2018), Springer Science and Business Media LLC[DOI]
22. Evans, K. R., "Strategic options for service delivery systems", Proceedings of the AMA Summer Educators’ Conference, pp.207~212 (1988), American Marketing Association
23. Heiner Evanschitzky, "Consumer Trial, Continuous Use, and Economic Benefits of a Retail Service Innovation: The Case of the Personal Shopping Assistant", Journal of Product Innovation Management, 32(3), pp.459~475 (2014), Wiley[DOI]
24. Teresa Fernandes, "The effect of self-checkout quality on customer satisfaction and repatronage in a retail context", Service Business, 11(1), pp.69~92 (2016), Springer Science and Business Media LLC[DOI]
25. Fishbein, M., "An investigation of the relationships between beliefs about an object and the attitude toward that object", Human Relations, 16(3), pp.233~239 (1963)
26. Frijda, N. H., "Moods, emotion episodes, and emotions", pp.381~403 (1993), The Guilford Press
27. Liz Gardner, "The Role of Narrative and Other-Referencing in Attenuating Psychological Reactance to Diabetes Self-Care Messages", Health Communication, 31(6), pp.738~751 (2015), Informa UK Limited[DOI]
28. Meryl Paula Gardner, "Mood States and Consumer Behavior: A Critical Review", Journal of Consumer Research, 12(3), pp.281~300 (1985), Oxford University Press (OUP)[DOI]
29. Hayes, A. F., "Introduction to mediation, moderation, and conditional process analysis - A regression-based approach (3rd ed.)" (2021), Guilford Publications
30. Elizabeth C. Hirschman, "Hedonic Consumption: Emerging Concepts, Methods and Propositions", Journal of Marketing, 46(3), pp.92~101 (1982), SAGE Publications[DOI]
31. Ming-Hui Huang, "Artificial Intelligence in Service", Journal of Service Research, 21(2), pp.155~172 (2018), SAGE Publications[DOI]
32. 황매향, "청소년의 스마트폰 과의존 완화를 위한 챗봇 상담 알고리즘 설계 및 유용성 검증", 한국HCI학회 논문지, 16(4), pp.33~42 (2021), 한국에이치씨아이학회[DOI]
33. 정소원, "기술불안감과 지각된 생산성이 셀프서비스테크놀로지에 대한 태도에 미치는 영향 - 상호작용욕구의 조절효과를 중심으로 -", 복식문화연구, 28(4), pp.480~491 (2020), 복식문화학회[DOI]
34. 정슬기, "패션쇼핑 챗봇 특성이 서비스 수용의도에 미치는 영향 -의인화와 개인화를 중심으로-", 한국의류학회지, 44(4), pp.573~593 (2020), 한국의류학회[DOI]
35. Jari Kätsyri, "A review of empirical evidence on different uncanny valley hypotheses: support for perceptual mismatch as one road to the valley of eeriness", Frontiers in Psychology, 6, pp.1~16 (2015), Frontiers Media SA[DOI]
36. Ahyeon Kim, "Effects of Gender and Relationship Type on the Response to Artificial Intelligence", Cyberpsychology, Behavior, and Social Networking, 22(4), pp.249~253 (2019), Mary Ann Liebert Inc[DOI]
37. Kang, S., "A study on the integration process between chatbot builder and online shopping mall for big data search - Focused on Kakao AI platform", Journal of East and Central Asian Studies, 31(3), pp.31~46 (2020)
38. 김민지, "인공지능 챗봇의 교육적 활용 연구 동향 분석: 활동이론을 중심으로", 교육정보미디어연구, 27(2), pp.699~721 (2021), 한국교육정보미디어학회
39. 김옥경, "모바일 쇼핑의 챗봇(음성 기반", 메신저 기반)과 앱 서비스의 사용자 경험에 관한 융합적 연구, 2019, pp.37(2), 47~59[DOI]
40. 김태하, "온라인 쇼핑몰 챗봇 사용자의 활용의도에 영향을 미치는 요인에 대한 실증 연구", 지식경영연구, 21(4), pp.211~225 (2020), 한국지식경영학회[DOI]
41. 김태민, "클라우드 기반 소상공인 매장용 주문 챗봇", 정보화연구, 18(2), pp.137~146 (2021), 한국엔터프라이즈아키텍처학회[DOI]
42. "2028년까지 연 35%씩 성장”···꼭 알아야 할 ‘AI 챗봇’ 상식 [“Growth 35% per year by 2028" (2021)[URL]
43. Ledingham, J. A., "Are consumers ready for the information age", Journal of Advertising Research, 24(4), pp.31~37 (1984)
44. Lee, H, "A study on the optimal interaction for robot personification-Focusing on home service robots", master, pp.2018
45. Hanna Lee, "Millennials’ Intention to Use Self-Checkout Technology in Different Fashion Retail Formats: Perceived Benefits and Risks", Clothing and Textiles Research Journal, 39(4), pp.264~280 (2020), SAGE Publications[DOI]
46. Hyun-Joo Lee, "Gender differences in consumer evaluations of service quality: self-service kiosks in retail", The Service Industries Journal, 33(2), pp.248~265 (2013), Informa UK Limited[DOI]
47. 이진명, "인공지능 스피커에 대한 소비자 인식과 수용의도: 비수용자를 중심으로", 소비자학연구, 30(2), pp.193~213 (2019), 한국소비자학회[DOI]
48. 이성경, "금융서비스 챗봇의 페르소나와 사용자 경험에 관한 융복합 연구 - 대출서비스를 중심으로 -", 한국과학예술융합학회, 37(4), pp.257~267 (2019), 한국전시산업융합연구원
49. Daniel McDuff, "Designing emotionally sentient agents", Communications of the ACM, 61(12), pp.74~83 (2018), Association for Computing Machinery (ACM)[DOI]
50. Martin Mende, "Service Robots Rising: How Humanoid Robots Influence Service Experiences and Elicit Compensatory Consumer Responses", Journal of Marketing Research, 56(4), pp.535~556 (2019), SAGE Publications[DOI]
51. Meuter, M. L., "The influence of technology anxiety on consumer use and experiences with self-service technologies", Journal of Business Research, 56(11), pp.899~906 (2003)[DOI]
52. Lars Meyer-Waarden, "How Service Quality Influences Customer Acceptance and Usage of Chatbots?", Journal of Service Management Research, 4(1), pp.35~51 (2020), Nomos Verlag[DOI]
53. Fred Miao, "An Emerging Theory of Avatar Marketing", Journal of Marketing, 86(1), pp.67~90 (2021), SAGE Publications[DOI]
54. Mori, M., "The uncanny valley", Energy, 7(4), pp.33~35 (1970)
55. Thomas P. Novak, "Relationship journeys in the internet of things: a new framework for understanding interactions between consumers and smart objects", Journal of the Academy of Marketing Science, 47(2), pp.216~237 (2018), Springer Science and Business Media LLC[DOI]
56. Lee-Yun Pan, "How Much can you Trust Online Information? Cues for Perceived Trustworthiness of Consumer-generated Online Information", Journal of Interactive Marketing, 25(2), pp.67~74 (2011), SAGE Publications[DOI]
57. A. Parasuraman, "A Conceptual Model of Service Quality and Its Implications for Future Research", Journal of Marketing, 49(4), pp.41~50 (1985), SAGE Publications[DOI]
58. Parasuraman, A., "SERVQUAL-A multiple-item scale for measuring consumer perceptions of service quality", pp.12~40 (1988), Routledge
59. 박희정, "챗봇 서비스가 서비스 가치와 서비스 수용태도에 미치는 영향 연구: 항공사 ‘D’ 를 중심으로", 관광연구저널, 34(11), pp.111~124 (2020), 한국관광연구학회[DOI]
60. "조건 갖춰졌다”, 지금이 챗봇 도입 적기" (2020)[URL]
61. Park, J. H., "Trends in artificial intelligence-based chatbot system technology", Korea Information Processing Society Review, 26(2), pp.39~46 (2019)
62. 박민정, "공동구매형 소셜커머스의 정보품질이 소비자의 인지적ㆍ감정적ㆍ행동적 반응에미치는 영향-기술수용모형을 중심으로-", 한국디자인문화학회지, 19(3), pp.293~303 (2013), 한국디자인문화학회
63. Kristopher J. Preacher, "SPSS and SAS procedures for estimating indirect effects in simple mediation models", Behavior Research Methods, Instruments, & Computers, 36(4), pp.717~731 (2004), Springer Science and Business Media LLC[DOI]
64. Hailian Qiu, "Enhancing hospitality experience with service robots: the mediating role of rapport building", Journal of Hospitality Marketing & Management, 29(3), pp.247~268 (2019), Informa UK Limited[DOI]
65. (2019)[URL]
66. Michael E. Sobel, "Asymptotic Confidence Intervals for Indirect Effects in Structural Equation Models", Sociological Methodology, 13, pp.290~312 (1982), JSTOR[DOI]
67. Michael R. Solomon, "A Role Theory Perspective on Dyadic Interactions: The Service Encounter", Journal of Marketing, 49(1), pp.99~111 (1985), SAGE Publications[DOI]
68. 송유진, "챗봇의 의인화와 자기노출이 챗봇에 대한 소비자 인식과 태도에 미치는 영향", 한국HCI학회 논문지, 15(1), pp.17~28 (2020), 한국에이치씨아이학회[DOI]
69. Steven J. Stroessner, "The Social Perception of Humanoid and Non-Humanoid Robots: Effects of Gendered and Machinelike Features", International Journal of Social Robotics, 11(2), pp.305~315 (2018), Springer Science and Business Media LLC[DOI]
70. "The Korean Journal of Advertising", 1995, 7~49
71. Jenny van Doorn, "Domo Arigato Mr. Roboto", Journal of Service Research, 20(1), pp.43~58 (2016), SAGE Publications[DOI]
72. van Pinxteren, M. M. E., "Trust in humanoid robots: implications for services marketing", Journal of Services Marketing, 33(4), pp.507~518 (2019)[DOI]
73. Elizabeth J. Wilson, "Source effects in communication and persuasion research: A meta-analysis of effect size", Journal of the Academy of Marketing Science, 21(2), pp.101~112 (1993), Springer Science and Business Media LLC[DOI]
74. Wirtz, J., "Brave new world-Service robots in the frontline", Journal of Service Management, 29(50), pp.907~931 (2018)[DOI]
75. Wright, P. L., "The cognitive processes mediating acceptance of advertising", Journal of Marketing Research, 10(1), pp.53~62 (1973)[DOI]
76. 유한나, "맞춤형 챗봇 디자인을 위한 성격(Personality) 중심의 인터랙션 디자인 프레임워크 개발에 관한 연구", Journal of Integrated Design Research, 18(1), pp.77~94 (2019), 디자인연구소[DOI]
77. 유지윤, "비대면 참고정보서비스를 위한 도서관 챗봇 설계 및 구현 연구", 정보관리학회지, 37(4), pp.151~179 (2020), 한국정보관리학회[DOI]
78. 윤여범, "인공지능 챗봇을 활용한 초등영어 말하기 지도의 전망: Dialogflow를 중심으로", 한국초등교육, 32, pp.15~28 (2021), 초등교육연구원[DOI]
79. Seounmi Youn, "Understanding ad avoidance on Facebook: Antecedents and outcomes of psychological reactance", Computers in Human Behavior, 98, pp.232~244 (2019), Elsevier BV[DOI]
80. R. B. Zajonc, "Feeling and thinking: Preferences need no inferences", American Psychologist, 35(2), pp.151~175 (1980), American Psychological Association (APA)[DOI]
81. Zeithaml, V. A., "Characteristics affecting the acceptance of retailing technologies - A comparison of elderly and nonelderly consumers", Journal of Retailing, 63(1), pp.49~68 (1987)
82. Zeithaml, V. A., "A conceptual framework for understanding e-service quality - Implications for future research and managerial practice(Vol. 115)" (2000), Marketing Science Institute

관련 논문AI추천