최소 단어 이상 선택하여야 합니다.
최대 10 단어까지만 선택 가능합니다.
다음과 같은 기능을 한번의 로그인으로 사용 할 수 있습니다.
NTIS 바로가기Journal of the convergence on culture technology : JCCT = 문화기술의 융합, v.8 no.4, 2022년, pp.445 - 455
김환주 (연세대학교 정보대학원 UX트랙) , 김지연 (연세대학교 정보대학원 UX트랙) , 최준호 (연세대학교 정보대학원 UX트랙)
Financial service chatbots are hindering user experience with conversational errors and machine-like responses. This study aims to examine the effect of self-disclosure and emotional expression of an anthropomorphic chatbot on user experience before conversation errors occur in financial services. I...
Macrobill Embrain Trendmonitor, Chatbot service usage and attitude research, Research report, pp. 1-26, November 2020.
S. Lee, J. Lee, and D. Chung, "A Study on the Factors Affecting the Acceptance Intention of Chatbot Service in the Financial Industry," Korea Technology Innovation Society(KOTIS), Vol. 24, No. 5, pp. 845-869, 2021. DOI : 10.35978/jktis.2021.10.24.5.845
S. Lee and J. Yun, "A Convergence Study on Chatbot Persona and User Experience of Financial Service - Focused on Loan Service," The Korea Society of Science & Art (KSAF), Vol. 37, No. 4, pp. 257-267, 2019. DOI : 10.17548/ksaf.2019.09.30.257
D. Benner, E. Elshan, S. Schobel, and A. Janson, "What do you mean? A Review on Recovery Strategies to Overcome Conversational Breakdowns of Conversational Agents," In 42nd International Conference on Information Systems (ICIS), Austin. USA. 2021.
N. Mozafari, W. H. Weiger, and M. Hammerschmidt, "Resolving the chatbot disclosure dilemma: leveraging selective self-presentation to mitigate the negative effect of chatbot disclosure," In Proce dings of the 54th Hawaii International Conference on System Sciences, pp. 2916-2923, January, 2021.
N. Mozafari, W. H. Weiger, and M. Hammerschmidt, "Trust me, I'm a bot-repercussions of chatbot disclosure in different service frontline settings," Journal of Service Management. Vol. 33, No. 2, 2021. DOI : https://doi.org/10.1108/JOSM-10-2020-0380
G. Mark Grimes, R. M. Schuetzler, and J. S. Giboney, "Mental Models and Expectation Violations in Conversational AI Interactions," Decision Support Systems, Vol. 144, 113515, 2021. DOI : 10.1016/j.dss.2021.113515
S. Duncan Jr, "Nonverbal communication," Psychological Bulletin, Vol. 72 No. 2, pp. 118-137, 1969. DOI : 10.1037/h0027795
J. P. Laurenceau, L. F. Barrett, and P. R. Pietromonaco, "Intimacy as an interpersonal process: The importance of self-disclosure, partner disclosure, and perceived partner responsiveness in interpersonal exchanges," Journal of personality and social psychology, Vol. 74, No. 5, pp.1238-1251, 1998. DOI : 10.1037//0022-3514.74.5.1238.
L. R. Wheeles, and J. Grotz, "Conceptualization and measurement of reported self-disclosure," Human communication research, Vol. 2, No. 4, pp.338-346, 1976. DOI: 10.1111/j.1468-2958.1976.tb00494.x
J. A. Doster, and S. J. Brooks, "Interviewer disclosure modeling, information revealed, and interviewee verbal behavior," Journal of Consulting and Clinical Psychology, Vol. 42, No. 3, pp. 420-426, 1974. DOI : 10.1037/h0036618
K. W. Phillips, N. P. Rothbard, and T. L. Dumas, "To disclose or not to disclose? Status distance and self-disclosure in diverse environments," Academy of Management Review, Vol. 34. No. 4, pp. 710-732. 2009. DOI : 10.5465/AMR.2009.44886051
M. A. Hoffman, and G. P. Spencer, "Effect of interviewer self-disclosure and interviewer-subject sex pairing on perceived and actual subject behavior," Journal of Counseling Psychology, Vol. 24, No. 5, pp. 383-390, 1977. DOI : 10.1037/0022-0167.24.5.383
M. A. Hoffman-Graff, "Interviewer use of positive and negative self-disclosure and interviewer-subject sex pairing," Journal of Counseling Psychology, Vol. 24, No. 3, pp. 184-190, 1977. DOI : 10.1037/0022-0167.24.3.184
A. Mehrabian, "Silent messages," Belmont, CA: Wadsworth, 1971.
J. E. Shin and J. H. Eun, "Study on Emoticon Design Elements for Emotional Communication," Korean Study of Basic Design & Art, Vol. 18, No. 6, pp. 351-362. 2017.
J. Park and J. Joo, "A behavioral Ecoomic Approach to Increase Users' Intention to Continue to Use the Voice Recognition Speakers: Anthropomorphism," Design Convergence Study, Vol. 17, No. 3, pp. 41-53, 2018 DOI : /10.31678/sdc.70.3
C. H. Oh, "Artificial Intelligence Contact Center Strategy for Differentiated Customer Experience," Hankyung, 2021. Available : https://www.hankyung.com/it/article/202103315476i
M. Kim, "Effects of Nonverbal Communication in National Assembly Candidates' Broadcast Speech on Viewers Depending on Involvement - Voice, Gaze and Gesture," Master Thesis, Sogang University, 2005.
P. Ekman, and W. V. Friesen, "The Repertoire of Nonverbal Behavior: Categories, origins, usage, and coding," Semiotica, Vol. 1, No. 1, pp. 49-98, 1969. DOI : 10.1515/9783110880021.57
K. S. Hone and R. Graham, "Towards a tool for the Subjective Assessment of Speech System Interfaces (SASSI)," Natural Langague Engineering, Vol. 6, No. 3-4, pp. 287-303. 2000. DOI : https://doi.org/10.1017/S1351324900002497
H. Chin, and M. Y. Yi, "Voices that Care Differently: Understanding the Effectiveness of a Conversational Agent with an Alternative Empathy Orientation and Emotional Expressivity in Mitigating Verbal Abuse," International Journal of Human-Computer Interaction, Vol. 38, No. 12, pp. 1-15, 2022. DOI : 10.1080/10447318.2021.1987680
A. Cheshin, A. Rafaeli, and N. Bos, "Anger and happiness in virtual teams: Emotional influences of text and behavior on others' affect in the absence of non-verbal cues," Organizational behavior and human decision processes, Vol. 116, No. 1, pp. 2-16, 2011. DOI:10.1016/j.obhdp.2011.06.002
Makebot, "Korean Chatbot Trend Report," 2019. Available : https://brunch.co.kr/@makebotai/8
*원문 PDF 파일 및 링크정보가 존재하지 않을 경우 KISTI DDS 시스템에서 제공하는 원문복사서비스를 사용할 수 있습니다.
오픈액세스 학술지에 출판된 논문
※ AI-Helper는 부적절한 답변을 할 수 있습니다.