IDEAS home Printed from https://ideas.repec.org/a/vrs/gfkmir/v15y2023i2p48-53n8.html
   My bibliography  Save this article

Eye Contact Matters for Consumer Trust – Even with Robots

Author

Listed:
  • Kaiser Carolin

    (Nuremberg Institute for Market Decisions, Nuremberg, Germany)

  • Schallner René

    (Nuremberg Institute for Market Decisions, Nuremberg, Germany)

  • Manewitsch Vladimir

    (Nuremberg Institute for Market Decisions, Nuremberg, Germany)

Abstract

The integration of AI into consumer services is transforming the way people make decisions. AI is becoming more human-like, with chatbots, voice assistants and robots adopting human features and behavior. Consumers react differently to assistants with a human-like appearance than to advice from a web page, and the behavior of AI advisors influences consumer trust and decision-making. The results of an experiment comparing human advisors, robotic advisors with and without eye contact, and text-based services show that human advisors are trusted the most, but robotic advisors are preferred over text-based services. Human-like advisors increase trust and satisfaction. Extended human features like eye contact are essential for establishing trust and positive consumer responses. Companies should consider using humanoid advisors and incorporating eye contact to enhance customer experience. Consumers should be aware of the influence of human-like AI and stay informed about AI developments.

Suggested Citation

  • Kaiser Carolin & Schallner René & Manewitsch Vladimir, 2023. "Eye Contact Matters for Consumer Trust – Even with Robots," NIM Marketing Intelligence Review, Sciendo, vol. 15(2), pages 48-53, November.
    • Handle: RePEc:vrs:gfkmir:v:15:y:2023:i:2:p:48-53:n:8
    DOI: 10.2478/nimmir-2023-0017
    as

    Download full text from publisher

    File URL: https://doi.org/10.2478/nimmir-2023-0017
    Download Restriction: no
    File URL: https://libkey.io/10.2478/nimmir-2023-0017?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:vrs:gfkmir:v:15:y:2023:i:2:p:48-53:n:8. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Peter Golla (email available below). General contact details of provider: https://www.sciendo.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.