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  ZierauEngelSoellnerLeimeisterTrustInSmartPersonalAssistants.pdf (838.7Kb)
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Date
2020
Author
Zierau, NaimEngel, ChristianSöllner, MatthiasLeimeister, Jan Marco
Subject
300  Social sciences  Computerunterstütztes LernenVertrauenForschungsplanung
URI
doi:10.17170/kobra-202010231997

doi:10.30844/wi_2020_a7-zierau
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Konferenzveröffentlichung

Trust in Smart Personal Assistants: A Systematic Literature Review and Development of a Research Agenda

Abstract
  • 🇬🇧
Smart Personal Assistants (SPA) fundamentally influence the way individuals perform tasks, use services and interact with organizations. They thus bear an immense economic and societal potential. However, a lack of trust - rooted in perceptions of uncertainty and risk - when interacting with intelligent computer agents can inhibit their adoption. In this paper, we conduct a systematic literature review to investigate the state of knowledge on trust in SPAs. Based on a concept-centric analysis of 50 papers, we derive three distinct research perspectives that constitute this nascent field: user interface-driven, interaction-driven, and explanation-driven trust in SPAs. Building on the results of our analysis, we develop a research agenda to spark and guide future research surrounding trust in SPAs. Ultimately, this paper intends to contribute to the body of knowledge of trust in artificial intelligence-based systems, specifically SPAs. It does so by proposing a novel framework mapping out their relationship.
Citation
In: Gronau, Norbert; Heine, Moreen; Krasnova, Hanna; Pousttchi, Key (Hrsg.):  Entwicklungen, Chancen und Herausforderungen der Digitalisierung. Band 1: Proceedings der 15. Internationalen Tagung Wirtschaftsinformatik 2020. GITO Verlag:  Berlin  2020,  S. 99-114;  ISBN 978-3-95545-335-0
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