Browsing Psykologisk institutt by Author "Følstad, Asbjørn"

Now showing items 1-8 of 8

  • A longitudinal study of human–chatbot relationships 
    skjuve, Marita; Følstad, Asbjørn; Fostervold, Knut Inge; Brandtzæg, Petter Bae (Journal article / Tidsskriftartikkel / PublishedVersion; Peer reviewed, 2022)
    Social chatbots have become more advanced, paving the way for human–chatbot relationships (HCRs). Although this phenomenon has already received some research attention, the results have been contradictory, and there is ...
  • An Initial Model of Trust in Chatbots for Customer Service – Findings from a Questionnaire Study 
    Nordheim, Cecilie Bertinussen; Følstad, Asbjørn; Bjørkli, Cato Alexander (Journal article / Tidsskriftartikkel / AcceptedVersion; Peer reviewed, 2019)
    Chatbots are predicted to play a key role in customer service. Users’ trust in such chatbots is critical for their uptake. However, there is a lack of knowledge concerning users’ trust in chatbots. To bridge this knowledge ...
  • How can a chatbot support human resource management? Exploring the operational interplay. 
    Taule, Tina; Følstad, Asbjørn; Fostervold, Knut Inge (Chapter / Bokkapittel / AcceptedVersion; Peer reviewed, 2022)
    Chatbots are increasingly taken up to support organizational functions and processes, particularly in support of the Human Resource Management (HRM) function. However, there is a lack of knowledge on the organizational ...
  • My Chatbot Companion – a Study of Human-Chatbot Relationships 
    Skjuve, Marita; Følstad, Asbjørn; Fostervold, Knut Inge; Brandtzæg, Petter Bae (Journal article / Tidsskriftartikkel / PublishedVersion; Peer reviewed, 2021)
    There has been a recent surge of interest in social chatbots, and human–chatbot relationships (HCRs) are becoming more prevalent, but little knowledge exists on how HCRs develop and may impact the broader social context ...
  • Organizational Factors Affecting Successful Implementation of Chatbots for Customer Service 
    Zhang, Juliana J. Y.; Følstad, Asbjørn; Bjørkli, Cato A. (Journal article / Tidsskriftartikkel / PublishedVersion; Peer reviewed, 2021)
    While chatbots have become an important part of customer service operations, there is a knowledge gap concerning organizational aspects of chatbot implementation and management. In response to this gap, we present a study ...
  • Social design feedback: evaluations with users in online ad-hoc groups 
    Følstad, Asbjørn; Hornbæk, Kasper; Ulleberg, Pål (Journal article / Tidsskriftartikkel / PublishedVersion; Peer reviewed, 2013)
    Social design feedback is a novel approach to usability evaluation where user participants are asked to comment on designs asynchronously in online ad-hoc groups. Two key features of this approach are that (1) it supports ...
  • Understanding the user experience of customer service chatbots: An experimental study of chatbot interaction design 
    Fornell Haugeland, Isabel Kathleen; Følstad, Asbjørn; Taylor, Cameron; Bjørkli, Cato (Journal article / Tidsskriftartikkel / PublishedVersion; Peer reviewed, 2022)
    Understanding the user experience of chatbots for customer service is essential to realize the potential of this technology. Such chatbots are typically designed for efficient and effective interactions, accentuating ...
  • What Makes Users Trust a Chatbot for Customer Service? An Exploratory Interview Study 
    Følstad, Asbjørn; Nordheim, Cecilie Bertinussen; Bjørkli, Cato Alexander (Journal article / Tidsskriftartikkel / AcceptedVersion; Peer reviewed, 2018)
    Chatbots are increasingly offered as an alternative source of customer service. For users to take up chatbots for this purpose, it is important that users trust chatbots to provide the required support. However, there is ...