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I hereby consent: Leveraging consent management and chatbot anthropomorphism to influence information disclosure and usage intentions

Author

Listed:
  • Lee, Robin Sutanto
  • De Silva Kanakaratne, Maheshan
  • van der Veen, Robert

Abstract

As the use of artificial intelligence (AI) chatbots becomes more prevalent, organizations face increasing pressure to adopt ethical and transparent data collection practices. This research investigated how variations in consent management (CM) design, guided by social contract theory, and different levels of chatbot anthropomorphism influenced users’ intentions to use chatbots and to disclose personal information, across three experimental studies. The findings demonstrate that transparent CM, especially when presented ‘just-in-time’, significantly increases willingness to disclose information. Contrary to prior assumptions, we found that anthropomorphism does not significantly influence disclosure intentions. These findings suggest that CM transparency plays a critical role when interacting with chatbots. Our findings also provide actionable implications for organizations in designing ethical and effective chatbot systems.

Suggested Citation

  • Lee, Robin Sutanto & De Silva Kanakaratne, Maheshan & van der Veen, Robert, 2026. "I hereby consent: Leveraging consent management and chatbot anthropomorphism to influence information disclosure and usage intentions," Journal of Business Research, Elsevier, vol. 209(C).
    • Handle: RePEc:eee:jbrese:v:209:y:2026:i:c:s0148296326001256
    DOI: 10.1016/j.jbusres.2026.116091
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