Logo do repositório
 
Publicação

Emotional artificial intelligence

2026-03Artigo científico Acesso aberto
Ver registo simples
dc.contributor.authorRohden, Simoni F
dc.contributor.authorEspartel, Lelis Balestrin
dc.contributor.institutionNOVA Information Management School (NOVA IMS)
dc.contributor.institutionInformation Management Research Center (MagIC) - NOVA Information Management School
dc.contributor.pblElsevier
dc.date.accessioned2026-02-23T16:47:01Z
dc.date.available2026-02-23T16:47:01Z
dc.date.issued2026-03
dc.descriptionRohden, S. F., & Espartel, L. B. (2026). Emotional artificial intelligence: The impact of chatbot empathy and emotional tone on consumer satisfaction and word of mouth. International Journal of Human-Computer Studies, 210, Article 103764. https://doi.org/10.1016/j.ijhcs.2026.103764 --- %ABS2% --- This work was supported by national funds through FCT (Fundação para a Ciência e a Tecnologia), under the project UID/04152/2025 - Centro de Investigação em Gestão de Informação (MagIC)/NOVA IMS, and project UID/PRR/04152/2025.
dc.description.abstractThis research examines the impact of empathic chatbots on consumer responses, exploring how Artificial Intelligence (AI) emotional skills, particularly the use of specific empathic language and emotional tone, can enhance user satisfaction and word of mouth intentions. Across three experimental studies (n= 643), findings reveal that empathic conversational agents are perceived as warmer and more competent, positively influencing satisfaction and encouraging word of mouth. The study advances existing literature by demonstrating that empathy in chatbots is feasible and effective in creating more affective and socially engaging consumer interactions, thereby mitigating some of the negative perceptions typically associated with AI tools. Warmth and competence were key mediating factors, suggesting that consumers ascribe human-like qualities to chatbot interactions, enhancing their service experience. The findings also highlight the practical benefits of implementing empathic AI in service settings, where language adaptations and rapport-building behaviors can improve service quality perception and consumer trust. Given the rapid integration of AI in consumer contexts, understanding the role of empathic chatbots in shaping customer experience is crucial. Future research directions include examining the empathic chatbot’s role across varied service types and exploring its impact on service employees’ perceptions. These insights contribute to theoretical and managerial perspectives, advocating for the integration of empathy as a core feature in AI-driven customer service.en
dc.description.versionpublishersversion
dc.description.versionpublished
dc.format.extent11
dc.format.extent2561106
dc.identifier.doi10.1016/j.ijhcs.2026.103764
dc.identifier.issn1071-5819
dc.identifier.otherPURE: 152959288
dc.identifier.otherPURE UUID: 5e77857c-4842-410f-8ed7-f359494e039f
dc.identifier.othercrossref: 10.1016/j.ijhcs.2026.103764
dc.identifier.otherScopus: 105035263335
dc.identifier.otherWOS: 001697758500001
dc.identifier.urihttp://hdl.handle.net/10362/200589
dc.identifier.urlhttps://www.scopus.com/pages/publications/105035263335
dc.identifier.urlhttps://www.webofscience.com/wos/woscc/full-record/WOS:001697758500001
dc.language.isoeng
dc.peerreviewedyes
dc.relationhttps://doi.org/10.54499/UID/04152/2025
dc.relationhttps://doi.org/10.54499/UID/PRR/04152/2025
dc.subjecthuman-centered AI
dc.subjectchatbots
dc.subjectwarmth
dc.subjectcompetence
dc.subjectHuman Factors and Ergonomics
dc.subjectSoftware
dc.subjectEducation
dc.subjectGeneral Engineering
dc.subjectHuman-Computer Interaction
dc.subjectHardware and Architecture
dc.titleEmotional artificial intelligenceen
dc.title.subtitleThe impact of chatbot empathy and emotional tone on consumer satisfaction and word of mouthen
dc.typejournal article
degois.publication.titleInternational Journal of Human-Computer Studies
degois.publication.volume210
dspace.entity.typePublication
rcaap.rightsopenAccess

Ficheiros

Principais
A mostrar 1 - 1 de 1
Miniatura
Nome:
Emotional_AI.pdf
Tamanho:
2.44 MB
Formato:
Adobe Portable Document Format
Ver/Abrir

Coleções

NIMS: MagIC - Artigos em revista internacional com arbitragem científica (Peer-Review articles in international journals)