{"id":"https://openalex.org/W2970416896","doi":"https://doi.org/10.1093/iwc/iwz022","title":"An Initial Model of Trust in Chatbots for Customer Service\u2014Findings from a Questionnaire Study","display_name":"An Initial Model of Trust in Chatbots for Customer Service\u2014Findings from a Questionnaire Study","publication_year":2019,"publication_date":"2019-05-01","ids":{"openalex":"https://openalex.org/W2970416896","doi":"https://doi.org/10.1093/iwc/iwz022","mag":"2970416896"},"language":"en","primary_location":{"id":"doi:10.1093/iwc/iwz022","is_oa":false,"landing_page_url":"https://doi.org/10.1093/iwc/iwz022","pdf_url":null,"source":{"id":"https://openalex.org/S23117883","display_name":"Interacting with Computers","issn_l":"0953-5438","issn":["0953-5438","1873-7951"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310311648","host_organization_name":"Oxford University Press","host_organization_lineage":["https://openalex.org/P4310311648","https://openalex.org/P4310311647"],"host_organization_lineage_names":["Oxford University Press","University of Oxford"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Interacting with Computers","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"http://hdl.handle.net/11250/2628722","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5088173545","display_name":"Cecilie Bertinussen Nordheim","orcid":null},"institutions":[{"id":"https://openalex.org/I184942183","display_name":"University of Oslo","ror":"https://ror.org/01xtthb56","country_code":"NO","type":"education","lineage":["https://openalex.org/I184942183"]}],"countries":["NO"],"is_corresponding":false,"raw_author_name":"Cecilie Bertinussen Nordheim","raw_affiliation_strings":["Department of Psychology, University of Oslo, Forskningsveien 3A, 0373 Oslo, Norway"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Psychology, University of Oslo, Forskningsveien 3A, 0373 Oslo, Norway","institution_ids":["https://openalex.org/I184942183"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5083563920","display_name":"Asbj\u00f8rn F\u00f8lstad","orcid":"https://orcid.org/0000-0003-2763-0996"},"institutions":[{"id":"https://openalex.org/I4387930215","display_name":"SINTEF Digital","ror":"https://ror.org/028m52w57","country_code":null,"type":"facility","lineage":["https://openalex.org/I173888879","https://openalex.org/I4387930215"]},{"id":"https://openalex.org/I173888879","display_name":"SINTEF","ror":"https://ror.org/01f677e56","country_code":"NO","type":"facility","lineage":["https://openalex.org/I173888879"]}],"countries":["NO"],"is_corresponding":true,"raw_author_name":"Asbj\u00f8rn F\u00f8lstad","raw_affiliation_strings":["SINTEF Digital, Forskningsveien 1, 0373 Oslo, Norway"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"SINTEF Digital, Forskningsveien 1, 0373 Oslo, Norway","institution_ids":["https://openalex.org/I173888879","https://openalex.org/I4387930215"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5080081695","display_name":"Cato Alexander Bj\u00f8rkli","orcid":"https://orcid.org/0000-0002-3246-2379"},"institutions":[{"id":"https://openalex.org/I184942183","display_name":"University of Oslo","ror":"https://ror.org/01xtthb56","country_code":"NO","type":"education","lineage":["https://openalex.org/I184942183"]}],"countries":["NO"],"is_corresponding":false,"raw_author_name":"Cato Alexander Bj\u00f8rkli","raw_affiliation_strings":["Department of Psychology, University of Oslo, Forskningsveien 3A, 0373 Oslo, Norway"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Psychology, University of Oslo, Forskningsveien 3A, 0373 Oslo, Norway","institution_ids":["https://openalex.org/I184942183"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5083563920"],"corresponding_institution_ids":["https://openalex.org/I173888879","https://openalex.org/I4387930215"],"apc_list":{"value":2635,"currency":"GBP","value_usd":3232},"apc_paid":null,"fwci":9.1032,"has_fulltext":false,"cited_by_count":210,"citation_normalized_percentile":{"value":0.98229885,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":90,"max":100},"biblio":{"volume":"31","issue":"3","first_page":"317","last_page":"335"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.9998999834060669,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},"topics":[{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.9998999834060669,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T10709","display_name":"Social Robot Interaction and HRI","score":0.9876000285148621,"subfield":{"id":"https://openalex.org/subfields/3207","display_name":"Social Psychology"},"field":{"id":"https://openalex.org/fields/32","display_name":"Psychology"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12607","display_name":"Personal Information Management and User Behavior","score":0.9860000014305115,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/chatbot","display_name":"Chatbot","score":0.7900936603546143},{"id":"https://openalex.org/keywords/relevance","display_name":"Relevance (law)","score":0.6604033708572388},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.55454021692276},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.46922075748443604},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.45126014947891235},{"id":"https://openalex.org/keywords/perception","display_name":"Perception","score":0.43897613883018494},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.3873524069786072},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.24673199653625488},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.211012601852417},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.17335078120231628}],"concepts":[{"id":"https://openalex.org/C2779041454","wikidata":"https://www.wikidata.org/wiki/Q870780","display_name":"Chatbot","level":2,"score":0.7900936603546143},{"id":"https://openalex.org/C158154518","wikidata":"https://www.wikidata.org/wiki/Q7310970","display_name":"Relevance (law)","level":2,"score":0.6604033708572388},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.55454021692276},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.46922075748443604},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.45126014947891235},{"id":"https://openalex.org/C26760741","wikidata":"https://www.wikidata.org/wiki/Q160402","display_name":"Perception","level":2,"score":0.43897613883018494},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.3873524069786072},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.24673199653625488},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.211012601852417},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.17335078120231628},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.0},{"id":"https://openalex.org/C169760540","wikidata":"https://www.wikidata.org/wiki/Q207011","display_name":"Neuroscience","level":1,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.1093/iwc/iwz022","is_oa":false,"landing_page_url":"https://doi.org/10.1093/iwc/iwz022","pdf_url":null,"source":{"id":"https://openalex.org/S23117883","display_name":"Interacting with Computers","issn_l":"0953-5438","issn":["0953-5438","1873-7951"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310311648","host_organization_name":"Oxford University Press","host_organization_lineage":["https://openalex.org/P4310311648","https://openalex.org/P4310311647"],"host_organization_lineage_names":["Oxford University Press","University of Oxford"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Interacting with Computers","raw_type":"journal-article"},{"id":"pmh:oai:sintef.brage.unit.no:11250/2628722","is_oa":true,"landing_page_url":"http://hdl.handle.net/11250/2628722","pdf_url":null,"source":{"id":"https://openalex.org/S4306401716","display_name":"Duo Research Archive (University of Oslo)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I184942183","host_organization_name":"University of Oslo","host_organization_lineage":["https://openalex.org/I184942183"],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Interacting with computers","raw_type":"info:eu-repo/semantics/article"},{"id":"pmh:oai:www.duo.uio.no:10852/74147","is_oa":true,"landing_page_url":"http://hdl.handle.net/10852/74147","pdf_url":null,"source":{"id":"https://openalex.org/S4306401717","display_name":"Duo Research Archive (University of Oslo)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I184942183","host_organization_name":"University of Oslo","host_organization_lineage":["https://openalex.org/I184942183"],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"0953-5438","raw_type":"info:eu-repo/semantics/article"}],"best_oa_location":{"id":"pmh:oai:sintef.brage.unit.no:11250/2628722","is_oa":true,"landing_page_url":"http://hdl.handle.net/11250/2628722","pdf_url":null,"source":{"id":"https://openalex.org/S4306401716","display_name":"Duo Research Archive (University of Oslo)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I184942183","host_organization_name":"University of Oslo","host_organization_lineage":["https://openalex.org/I184942183"],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Interacting with computers","raw_type":"info:eu-repo/semantics/article"},"sustainable_development_goals":[],"awards":[{"id":"https://openalex.org/G8983838761","display_name":null,"funder_award_id":"270940","funder_id":"https://openalex.org/F4320323299","funder_display_name":"Norges Forskningsr\u00e5d"}],"funders":[{"id":"https://openalex.org/F4320323299","display_name":"Norges Forskningsr\u00e5d","ror":"https://ror.org/00epmv149"}],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":53,"referenced_works":["https://openalex.org/W61422217","https://openalex.org/W1486980686","https://openalex.org/W1496253462","https://openalex.org/W1566953426","https://openalex.org/W1791587663","https://openalex.org/W1963615444","https://openalex.org/W1973213502","https://openalex.org/W1986401249","https://openalex.org/W1990513740","https://openalex.org/W1999514648","https://openalex.org/W2000295415","https://openalex.org/W2001829221","https://openalex.org/W2004336976","https://openalex.org/W2018916919","https://openalex.org/W2025582026","https://openalex.org/W2037881738","https://openalex.org/W2044140042","https://openalex.org/W2056571671","https://openalex.org/W2092100931","https://openalex.org/W2095942159","https://openalex.org/W2104882046","https://openalex.org/W2115354294","https://openalex.org/W2118448219","https://openalex.org/W2130140239","https://openalex.org/W2131292143","https://openalex.org/W2133880275","https://openalex.org/W2135907989","https://openalex.org/W2142175015","https://openalex.org/W2142418121","https://openalex.org/W2150563888","https://openalex.org/W2161466446","https://openalex.org/W2166442339","https://openalex.org/W2275716005","https://openalex.org/W2288405410","https://openalex.org/W2316931181","https://openalex.org/W2405187948","https://openalex.org/W2499526086","https://openalex.org/W2516391788","https://openalex.org/W2526781987","https://openalex.org/W2611049140","https://openalex.org/W2611556044","https://openalex.org/W2617846183","https://openalex.org/W2766505384","https://openalex.org/W2790458490","https://openalex.org/W2967024383","https://openalex.org/W3045101259","https://openalex.org/W3125633690","https://openalex.org/W4232685510","https://openalex.org/W4236521339","https://openalex.org/W4255691726","https://openalex.org/W6641370033","https://openalex.org/W6646867867","https://openalex.org/W6781045776"],"related_works":["https://openalex.org/W4383501580","https://openalex.org/W4214931137","https://openalex.org/W4313813117","https://openalex.org/W4382052417","https://openalex.org/W3192088754","https://openalex.org/W4387007686","https://openalex.org/W3084631705","https://openalex.org/W3176146353","https://openalex.org/W4293646425","https://openalex.org/W3150216605"],"abstract_inverted_index":{"Abstract":[0],"Chatbots":[1],"are":[2,180],"predicted":[3],"to":[4,73,147,184,204],"play":[5],"a":[6,25,41],"key":[7],"role":[8],"in":[9,14,32,54,95,125,168,187],"customer":[10,55,112,128,171,223],"service.":[11,113,172,224],"Users\u2019":[12],"trust":[13,31,53,75,94,124,148,167,186,205,220],"such":[15,188,194,201],"chatbots":[16,110,126,169,221],"is":[17,24],"critical":[18],"for":[19,52,93,111,127,170,222],"their":[20,104],"uptake.":[21],"However,":[22],"there":[23],"lack":[26],"of":[27,50,66,70,87,90,103,108,123,210,218],"knowledge":[28,37,156],"concerning":[29],"users\u2019":[30,166,185,219],"chatbots.":[33,57,96],"To":[34],"bridge":[35],"this":[36],"gap,":[38],"we":[39,118,213],"present":[40],"questionnaire":[42],"study":[43,59],"(N":[44],"=":[45],"154)":[46],"that":[47],"investigated":[48],"factors":[49,71,89,132,138,145,164,193,200],"relevance":[51,92],"service":[56],"The":[58,97],"included":[60],"two":[61],"parts:":[62],"an":[63,84,120,215],"explanatory":[64],"investigation":[65],"the":[67,77,116,154,208,211],"relative":[68],"importance":[69],"known":[72],"predict":[74],"from":[76],"general":[78],"literature":[79],"on":[80,115,158],"interactive":[81],"systems":[82],"and":[83,135,140,143,178,198],"exploratory":[85],"identification":[86],"other":[88],"particular":[91],"participants":[98],"were":[99],"recruited":[100],"as":[101,195,202],"part":[102],"dialogue":[105],"with":[106],"one":[107],"four":[109],"Based":[114],"findings,":[117,212],"propose":[119,214],"initial":[121,216],"model":[122,217],"service,":[129],"including":[130],"chatbot-related":[131],"(perceived":[133],"expertise":[134,177],"responsiveness),":[136],"environment-related":[137,192],"(risk":[139],"brand":[141,196],"perceptions)":[142],"user-related":[144,199],"(propensity":[146],"technology).":[149],"RESEARCH":[150],"HIGHLIGHTS":[151],"We":[152],"extend":[153],"current":[155],"base":[157],"natural":[159],"language":[160],"interfaces":[161],"by":[162],"investigating":[163],"affecting":[165],"Chatbot-related":[173],"factors,":[174],"specifically":[175],"perceived":[176],"responsiveness,":[179],"found":[181],"particularly":[182],"important":[183],"chatbots,":[189],"but":[190],"also":[191],"perception":[197],"propensity":[203],"technology.":[206],"On":[207],"basis":[209]},"counts_by_year":[{"year":2026,"cited_by_count":22},{"year":2025,"cited_by_count":43},{"year":2024,"cited_by_count":43},{"year":2023,"cited_by_count":39},{"year":2022,"cited_by_count":35},{"year":2021,"cited_by_count":24},{"year":2020,"cited_by_count":3},{"year":2019,"cited_by_count":1}],"updated_date":"2026-04-27T08:22:11.395708","created_date":"2025-10-10T00:00:00"}
