Examining User Experience of Conversational Agents in Hedonic Digital Services – Antecedents and the Role of
Psychological Ownership

Sebastian Danckwerts; Lasse Meißner; Caspar Krampe

doi:10.15358/2511-8676-2019-3-111

Contents
- Chapter Expand | CollapseAuthorsPage
- 109–109 Titelei/Inhaltsverzeichnis 109–109
- 110–110 Editorial Martin Benkenstein Martin Benkenstein 110–110
- 111–160 Research Articles 111–160
  - 111–125 Examining User Experience of Conversational Agents in Hedonic Digital Services – Antecedents and the Role of Psychological Ownership Sebastian Danckwerts, Lasse Meißner, Caspar Krampe Sebastian Danckwerts, Lasse Meißner, Caspar Krampe 111–125
  - 126–136 The Influence of Relationship Closeness on Central Motives for Joint Shopping and Satisfaction with the Shopping Experience among Adolescents Stefanie Wenzel, Martin Benkenstein Stefanie Wenzel, Martin Benkenstein 126–136
  - 137–147 Exploring the Impact of Construed External Image on Brand Citizenship Behavior of Service Employees Verena Batt, Manfred Bruhn Verena Batt, Manfred Bruhn 137–147
  - 148–160 The Relevance of Positive Word-of-Mouth Effects on the Customer Lifetime Value - A Replication and Extension in the Context of Start-ups Manuel Grossmann, Christian Brock, Marco Hubert, Thomas Reimer Manuel Grossmann, Christian Brock, Marco Hubert, Thomas Reimer 148–160
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SMR - Journal of Service Management Research , page 111 - 125

Examining User Experience of Conversational Agents in Hedonic Digital Services – Antecedents and the Role of Psychological Ownership

Autoren

Sebastian Danckwerts Lasse Meißner Caspar Krampe

DOI
- doi.org/10.15358/2511-8676-2019-3-111
- ISSN: 2511-8676
- ISSN online: 2942-3392
Zusammenfassung

Conversational agents (CA) that interact with users in human language have become increasingly popular over the past years. This study explores antecedents of the user experience with CAs in hedonic digital services, utilizing the example of music streaming services. Moreover, this study investigates whether a positive CA user experience increases users’ sense of psychological ownership towards the service, which in turn is supposed to positively influence users’ intention to use the service’s fee required premium version. Using structural equation modelling, the results indicate that perceived humanness and perceived personalization of the CA positively affect the user experience. The results also show that CAs can greatly benefit from higher humanness and personalization when users trust the hedonic digital service. Furthermore, psychological ownership has been identified as an underlying mechanism through which CA user experience leads to users’ premium usage intention, indicating that CAs might be valuable for hedonic digital services.

Abstract

Conversational agents (CA) that interact with users in human language have become increasingly popular over the past years. This study explores antecedents of the user experience with CAs in hedonic digital services, utilizing the example of music streaming services. Moreover, this study investigates whether a positive CA user experience increases users’ sense of psychological ownership towards the service, which in turn is supposed to positively influence users’ intention to use the service’s fee required premium version. Using structural equation modelling, the results indicate that perceived humanness and perceived personalization of the CA positively affect the user experience. The results also show that CAs can greatly benefit from higher humanness and personalization when users trust the hedonic digital service. Furthermore, psychological ownership has been identified as an underlying mechanism through which CA user experience leads to users’ premium usage intention, indicating that CAs might be valuable for hedonic digital services.
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