{"id":"https://openalex.org/W4400396842","doi":"https://doi.org/10.1145/3640794.3665550","title":"Explaining the Wait: How Justifying Chatbot Response Delays Impact User Trust","display_name":"Explaining the Wait: How Justifying Chatbot Response Delays Impact User Trust","publication_year":2024,"publication_date":"2024-07-07","ids":{"openalex":"https://openalex.org/W4400396842","doi":"https://doi.org/10.1145/3640794.3665550"},"language":"en","primary_location":{"id":"doi:10.1145/3640794.3665550","is_oa":true,"landing_page_url":"https://doi.org/10.1145/3640794.3665550","pdf_url":null,"source":null,"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"ACM Conversational User Interfaces 2024","raw_type":"proceedings-article"},"type":"conference-paper","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://doi.org/10.1145/3640794.3665550","any_repository_has_fulltext":null},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5111251237","display_name":"Zhengquan Zhang","orcid":null},"institutions":[{"id":"https://openalex.org/I98358874","display_name":"Delft University of Technology","ror":"https://ror.org/02e2c7k09","country_code":"NL","type":"education","lineage":["https://openalex.org/I98358874"]}],"countries":["NL"],"is_corresponding":false,"raw_author_name":"Zhengquan Zhang","raw_affiliation_strings":["IDE, Delft Univeristy Of Technology, Netherlands"],"raw_orcid":"https://orcid.org/0009-0001-7715-4329","affiliations":[{"raw_affiliation_string":"IDE, Delft Univeristy Of Technology, Netherlands","institution_ids":["https://openalex.org/I98358874"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5073520377","display_name":"Konstantinos Tsiakas","orcid":"https://orcid.org/0000-0002-7067-0494"},"institutions":[{"id":"https://openalex.org/I98358874","display_name":"Delft University of Technology","ror":"https://ror.org/02e2c7k09","country_code":"NL","type":"education","lineage":["https://openalex.org/I98358874"]}],"countries":["NL"],"is_corresponding":false,"raw_author_name":"Konstantinos Tsiakas","raw_affiliation_strings":["IDE, Delft University of Technology, Netherlands"],"raw_orcid":"https://orcid.org/0000-0002-7067-0494","affiliations":[{"raw_affiliation_string":"IDE, Delft University of Technology, Netherlands","institution_ids":["https://openalex.org/I98358874"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5032227167","display_name":"Christina Schneegass","orcid":"https://orcid.org/0000-0003-3768-5894"},"institutions":[{"id":"https://openalex.org/I98358874","display_name":"Delft University of Technology","ror":"https://ror.org/02e2c7k09","country_code":"NL","type":"education","lineage":["https://openalex.org/I98358874"]}],"countries":["NL"],"is_corresponding":false,"raw_author_name":"Christina Schneegass","raw_affiliation_strings":["IDE, Delft University Of Technology, Netherlands"],"raw_orcid":"https://orcid.org/0000-0003-3768-5894","affiliations":[{"raw_affiliation_string":"IDE, Delft University Of Technology, Netherlands","institution_ids":["https://openalex.org/I98358874"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I98358874"],"apc_list":null,"apc_paid":null,"fwci":6.1915,"has_fulltext":false,"cited_by_count":19,"citation_normalized_percentile":{"value":0.97393589,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":99,"max":100},"biblio":{"volume":null,"issue":null,"first_page":"1","last_page":"16"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.9998000264167786,"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":0.9998000264167786,"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/T11147","display_name":"Misinformation and Its Impacts","score":0.982699990272522,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10883","display_name":"Ethics and Social Impacts of AI","score":0.9817000031471252,"subfield":{"id":"https://openalex.org/subfields/3311","display_name":"Safety Research"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/chatbot","display_name":"Chatbot","score":0.8566268682479858},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.6511213779449463},{"id":"https://openalex.org/keywords/human\u2013computer-interaction","display_name":"Human\u2013computer interaction","score":0.3848753571510315},{"id":"https://openalex.org/keywords/internet-privacy","display_name":"Internet privacy","score":0.3508508801460266},{"id":"https://openalex.org/keywords/computer-security","display_name":"Computer security","score":0.330114483833313},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.30220645666122437}],"concepts":[{"id":"https://openalex.org/C2779041454","wikidata":"https://www.wikidata.org/wiki/Q870780","display_name":"Chatbot","level":2,"score":0.8566268682479858},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6511213779449463},{"id":"https://openalex.org/C107457646","wikidata":"https://www.wikidata.org/wiki/Q207434","display_name":"Human\u2013computer interaction","level":1,"score":0.3848753571510315},{"id":"https://openalex.org/C108827166","wikidata":"https://www.wikidata.org/wiki/Q175975","display_name":"Internet privacy","level":1,"score":0.3508508801460266},{"id":"https://openalex.org/C38652104","wikidata":"https://www.wikidata.org/wiki/Q3510521","display_name":"Computer security","level":1,"score":0.330114483833313},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.30220645666122437}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1145/3640794.3665550","is_oa":true,"landing_page_url":"https://doi.org/10.1145/3640794.3665550","pdf_url":null,"source":null,"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"ACM Conversational User Interfaces 2024","raw_type":"proceedings-article"}],"best_oa_location":{"id":"doi:10.1145/3640794.3665550","is_oa":true,"landing_page_url":"https://doi.org/10.1145/3640794.3665550","pdf_url":null,"source":null,"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"ACM Conversational User Interfaces 2024","raw_type":"proceedings-article"},"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":65,"referenced_works":["https://openalex.org/W1507711477","https://openalex.org/W1854663754","https://openalex.org/W1972844216","https://openalex.org/W1991015565","https://openalex.org/W2007227674","https://openalex.org/W2025544150","https://openalex.org/W2053075547","https://openalex.org/W2061141931","https://openalex.org/W2071342046","https://openalex.org/W2156897926","https://openalex.org/W2164099166","https://openalex.org/W2164772857","https://openalex.org/W2316972015","https://openalex.org/W2472006566","https://openalex.org/W2611049140","https://openalex.org/W2611369375","https://openalex.org/W2623779865","https://openalex.org/W2763008059","https://openalex.org/W2765338544","https://openalex.org/W2790505917","https://openalex.org/W2794740256","https://openalex.org/W2795037203","https://openalex.org/W2796133875","https://openalex.org/W2897311201","https://openalex.org/W2915664243","https://openalex.org/W2927362002","https://openalex.org/W2935901020","https://openalex.org/W2955877667","https://openalex.org/W2962883855","https://openalex.org/W2964066832","https://openalex.org/W2964543620","https://openalex.org/W2967024383","https://openalex.org/W2981852735","https://openalex.org/W2998892261","https://openalex.org/W3004549631","https://openalex.org/W3010906784","https://openalex.org/W3013003011","https://openalex.org/W3014007670","https://openalex.org/W3045755937","https://openalex.org/W3068134066","https://openalex.org/W3095388499","https://openalex.org/W3097556756","https://openalex.org/W3107726736","https://openalex.org/W3122739379","https://openalex.org/W3139433464","https://openalex.org/W3147828600","https://openalex.org/W3164564970","https://openalex.org/W3165450037","https://openalex.org/W3209280074","https://openalex.org/W3210314098","https://openalex.org/W4223469331","https://openalex.org/W4247706963","https://openalex.org/W4255798371","https://openalex.org/W4281654814","https://openalex.org/W4288089799","https://openalex.org/W4290742115","https://openalex.org/W4293434151","https://openalex.org/W4300870773","https://openalex.org/W4303649269","https://openalex.org/W4309674289","https://openalex.org/W4317207529","https://openalex.org/W4321351832","https://openalex.org/W4366547575","https://openalex.org/W6658476690","https://openalex.org/W6778883912"],"related_works":["https://openalex.org/W2748952813","https://openalex.org/W4383501580","https://openalex.org/W4214931137","https://openalex.org/W4387007686","https://openalex.org/W4313813117","https://openalex.org/W4382052417","https://openalex.org/W3192088754","https://openalex.org/W3084631705","https://openalex.org/W3176146353","https://openalex.org/W4293646425"],"abstract_inverted_index":{"In":[0,100],"human":[1,23],"communication,":[2],"responding":[3],"to":[4,20,31,43],"a":[5,101],"question":[6],"very":[7],"slowly":[8],"or":[9],"quickly":[10],"influences":[11],"our":[12],"trust":[13,126,142],"in":[14,143,152],"the":[15,44,54,64,90,111,114,128,144,153],"answer.":[16],"As":[17],"chatbots":[18],"evolve":[19],"increasingly":[21],"mimic":[22],"speech,":[24],"response":[25,74,146],"speed":[26],"can":[27],"be":[28],"artificially":[29],"varied":[30],"create":[32],"certain":[33],"impressions":[34],"on":[35,70,82,89,117],"users.":[36],"However,":[37],"studies":[38],"remain":[39],"inconclusive,":[40],"potentially":[41],"due":[42],"absence":[45],"of":[46,53,113,120],"contextual":[47],"cues":[48],"that":[49,62,134],"allow":[50],"for":[51,127],"interpretation":[52],"delay.":[55],"Thus,":[56],"this":[57],"study":[58,104],"explores":[59],"textual":[60],"explanations":[61],"justify":[63],"instant":[65],"and":[66,85,95,125,141],"dynamic":[67,154],"\u2013":[68,73],"dependent":[69],"answer":[71],"length":[72],"delays.":[75],"We":[76],"derive":[77],"five":[78],"design":[79],"variations":[80],"based":[81],"prior":[83],"work":[84],"evaluate":[86,110],"their":[87],"impact":[88],"chatbot\u2019s":[91],"perceived":[92,139],"social":[93,123],"presence":[94],"transparency":[96,140],"(N":[97,105],"=":[98,106],"10).":[99],"between-subject":[102],"online":[103],"194),":[107],"we":[108],"then":[109],"influence":[112],"highest-rated":[115],"justification":[116],"users\u2019":[118],"perceptions":[119],"chatbot":[121],"transparency,":[122],"presence,":[124],"two":[129],"delay":[130,155],"conditions.":[131],"Results":[132],"demonstrate":[133],"while":[135],"such":[136],"justifications":[137],"enhance":[138],"immediate":[145],"scenario,":[147],"they":[148],"show":[149],"no":[150],"effect":[151],"context.":[156]},"counts_by_year":[{"year":2026,"cited_by_count":8},{"year":2025,"cited_by_count":11}],"updated_date":"2026-08-28T12:50:07.497085","created_date":"2025-10-10T00:00:00"}
