Header

UZH-Logo

Maintenance Infos

The Impact of Interpersonal Closeness Cues in Text-based Healthcare Chatbots on Attachment Bond and the Desire to Continue Interacting: An Experimental Design


Kowatsch, Tobias; Nißen, Marcia K; Rüegger, Dominik; Stieger, Mirjam; Flückiger, Christoph; Allemand, Mathias; von Wangenheim, Florian (2018). The Impact of Interpersonal Closeness Cues in Text-based Healthcare Chatbots on Attachment Bond and the Desire to Continue Interacting: An Experimental Design. In: Twenty - Sixth European Conference on Information Systems (ECIS2018), Portsmouth, UK, 23 June 2018 - 28 June 2018, 1-13.

Abstract

Working alliance describes an important relationship quality between health professionals and patients and is robustly linked to treatment success. However, due to limited resources of health professionals, working alliance cannot always be promoted just-in-time in a ubiquitous fashion. To address this scalability problem, we investigate the direct effect of interpersonal closeness cues of text-based healthcare chatbots (THCBs) on attachment bond from the working alliance con-struct and the indirect effect on the desire to continue interacting with THCBs. The underlying research model and hypotheses are informed by counselling psychology and research on conver-sational agents. In order to investigate the hypothesized effects, we first develop a THCB codebook with 12 design dimensions on interpersonal closeness cues that are categorized into visual cues (i.e. avatar), verbal cues (i.e. greetings, address, jargon, T-V-distinction), quasi-nonverbal cues (i.e. emoticons) and relational cues (i.e. small talk, self-disclosure, empathy, humor, meta-relational talk and continuity). In a second step, four distinct THCB designs are developed along the continuum of interpersonal closeness (i.e. institutional-like, expert-like, peer-like and myself-like THCBs) and a corresponding study design for an interactive THCB-based online experiment is presented to test our hypotheses. We conclude this work-in-progress by outlining our future work.

Abstract

Working alliance describes an important relationship quality between health professionals and patients and is robustly linked to treatment success. However, due to limited resources of health professionals, working alliance cannot always be promoted just-in-time in a ubiquitous fashion. To address this scalability problem, we investigate the direct effect of interpersonal closeness cues of text-based healthcare chatbots (THCBs) on attachment bond from the working alliance con-struct and the indirect effect on the desire to continue interacting with THCBs. The underlying research model and hypotheses are informed by counselling psychology and research on conver-sational agents. In order to investigate the hypothesized effects, we first develop a THCB codebook with 12 design dimensions on interpersonal closeness cues that are categorized into visual cues (i.e. avatar), verbal cues (i.e. greetings, address, jargon, T-V-distinction), quasi-nonverbal cues (i.e. emoticons) and relational cues (i.e. small talk, self-disclosure, empathy, humor, meta-relational talk and continuity). In a second step, four distinct THCB designs are developed along the continuum of interpersonal closeness (i.e. institutional-like, expert-like, peer-like and myself-like THCBs) and a corresponding study design for an interactive THCB-based online experiment is presented to test our hypotheses. We conclude this work-in-progress by outlining our future work.

Statistics

Downloads

4 downloads since deposited on 20 Nov 2018
4 downloads since 12 months
Detailed statistics

Additional indexing

Item Type:Conference or Workshop Item (Paper), not_refereed, original work
Communities & Collections:06 Faculty of Arts > Institute of Psychology
Dewey Decimal Classification:150 Psychology
Language:English
Event End Date:28 June 2018
Deposited On:20 Nov 2018 13:15
Last Modified:20 Nov 2018 19:30
OA Status:Green
Free access at:Official URL. An embargo period may apply.
Official URL:https://www.alexandria.unisg.ch/254284/1/Kowatsch%20et%20al%202018%20InterPersCloseness-of-THCB.pdf

Download

Download PDF  'The Impact of Interpersonal Closeness Cues in Text-based Healthcare Chatbots on Attachment Bond and the Desire to Continue Interacting: An Experimental Design'.
Preview
Content: Published Version
Language: English
Filetype: PDF
Size: 1MB