Conversational robo advisors as surrogates of trust: onboarding experience, firm perception, and consumer financial decision making

The current research demonstrates how conversational robo advisors as opposed to static, non-conversational robo advisors alter perceptions of trust, the evaluation of a financial services firm, and consumer financial decision making. We develop and empirically test a novel conceptualization of conv...

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Bibliographic Details
Published in:Journal of the Academy of Marketing Science 2021-07, Vol.49 (4), p.659-676
Main Authors: Hildebrand, Christian, Bergner, Anouk
Format: Article
Language:English
Subjects:
Advisors
Artificial intelligence
Business and Management
Customer relations
Decision making
Financial services
Financial services industry
Investments
Investor behavior
Management
Marketing
Original Empirical Research
Personal finance
Social Sciences
Technology application
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