Publicação
The impact of chatbot nonverbal communication on consumer experience: The impact of chatbot communication
| Resumo: | Artificial intelligence has been increasing its impact on society, so this study investigates the impact of nonverbal communication, more precisely the use of emojis, by chatbots on consumer perception, to combat the lack of studies on chatbots that use nonverbal communication. This research aims to evaluate the impact of emojis on chatbots through variables such as emotional attachment and the perception of credibility, as well as their consequent influence on satisfaction and loyalty. Two experimental studies were carried out, revealing that the perception of emojis depends on the context in question and has no significant effect in terms of satisfaction, but tends to increase brand loyalty. Although the main hypotheses were rejected, the study presents interesting results, mainly in the extra analysis carried out with new mediating variables, which once again demonstrated that brand loyalty increases when perceptions of warmth and social presence appear. We can conclude by saying that the study provides an incentive for further reflection on how nonverbal communication should be strategically integrated into chatbot communication, considering the sector of business and the consumer profile. |
|---|---|
| Autores principais: | Matias, Beatriz Rodrigues |
| Assunto: | Chatbots Emojis Nonverbal communication Satisfaction Loyalty SDG 9 - Industry, innovation and infrastructure SDG 12 - Responsible production and consumption |
| Ano: | 2025 |
| País: | Portugal |
| Tipo de documento: | dissertação de mestrado |
| Tipo de acesso: | acesso embargado |
| Instituição associada: | Universidade Nova de Lisboa |
| Idioma: | inglês |
| Origem: | Repositório Institucional da UNL |
| _version_ | 1863891110877724672 |
|---|---|
| author | Matias, Beatriz Rodrigues |
| author_facet | Matias, Beatriz Rodrigues |
| author_role | author |
| contributor_name_str_mv | Rohden, Simoni Fernanda RUN |
| country_str | PT |
| creators_json_str | [{\"Person.name\":\"Matias, Beatriz Rodrigues\"}] |
| datacite.contributors.contributor.contributorName.fl_str_mv | Rohden, Simoni Fernanda RUN |
| datacite.creators.creator.creatorName.fl_str_mv | Matias, Beatriz Rodrigues |
| datacite.date.Accepted.fl_str_mv | 2025-06-26T00:00:00Z |
| datacite.date.available.fl_str_mv | 2027-06-26T00:00:00Z |
| datacite.date.embargoed.fl_str_mv | 2027-06-26T00:00:00Z |
| datacite.rights.fl_str_mv | http://purl.org/coar/access_right/c_f1cf |
| datacite.subjects.subject.fl_str_mv | Chatbots Emojis Nonverbal communication Satisfaction Loyalty SDG 9 - Industry, innovation and infrastructure SDG 12 - Responsible production and consumption |
| datacite.titles.title.fl_str_mv | The impact of chatbot nonverbal communication on consumer experience: The impact of chatbot communication |
| dc.contributor.none.fl_str_mv | Rohden, Simoni Fernanda RUN |
| dc.creator.none.fl_str_mv | Matias, Beatriz Rodrigues |
| dc.date.Accepted.fl_str_mv | 2025-06-26T00:00:00Z |
| dc.date.available.fl_str_mv | 2027-06-26T00:00:00Z |
| dc.date.embargoed.fl_str_mv | 2027-06-26T00:00:00Z |
| dc.format.none.fl_str_mv | application/pdf |
| dc.identifier.none.fl_str_mv | http://hdl.handle.net/10362/184556 |
| dc.language.none.fl_str_mv | eng |
| dc.rights.cclincense.fl_str_mv | http://creativecommons.org/licenses/by/4.0/ |
| dc.rights.none.fl_str_mv | http://purl.org/coar/access_right/c_f1cf |
| dc.subject.none.fl_str_mv | Chatbots Emojis Nonverbal communication Satisfaction Loyalty SDG 9 - Industry, innovation and infrastructure SDG 12 - Responsible production and consumption |
| dc.title.fl_str_mv | The impact of chatbot nonverbal communication on consumer experience: The impact of chatbot communication |
| dc.type.none.fl_str_mv | http://purl.org/coar/resource_type/c_bdcc |
| description | Artificial intelligence has been increasing its impact on society, so this study investigates the impact of nonverbal communication, more precisely the use of emojis, by chatbots on consumer perception, to combat the lack of studies on chatbots that use nonverbal communication. This research aims to evaluate the impact of emojis on chatbots through variables such as emotional attachment and the perception of credibility, as well as their consequent influence on satisfaction and loyalty. Two experimental studies were carried out, revealing that the perception of emojis depends on the context in question and has no significant effect in terms of satisfaction, but tends to increase brand loyalty. Although the main hypotheses were rejected, the study presents interesting results, mainly in the extra analysis carried out with new mediating variables, which once again demonstrated that brand loyalty increases when perceptions of warmth and social presence appear. We can conclude by saying that the study provides an incentive for further reflection on how nonverbal communication should be strategically integrated into chatbot communication, considering the sector of business and the consumer profile. |
| dirty | 0 |
| eu_rights_str_mv | embargoedAccess |
| format | masterThesis |
| fulltext.url.fl_str_mv | https://run.unl.pt/bitstreams/a36baf57-d389-4867-8b4c-8f42d51b3557/download |
| id | run_0dadb0ce6e948d741be58e6500a940e9 |
| identifier.url.fl_str_mv | http://hdl.handle.net/10362/184556 |
| instacron_str | unl |
| institution | Universidade Nova de Lisboa |
| instname_str | Universidade Nova de Lisboa |
| language | eng |
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| network_name_str | Repositório Institucional da UNL |
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| organization_str_mv | urn:organizationAcronym:unl |
| person_str_mv | Matias, Beatriz Rodrigues |
| publishDate | 2025 |
| reponame_str | Repositório Institucional da UNL |
| repository_id_str | urn:repositoryAcronym:run |
| service_str_mv | urn:repositoryAcronym:run |
| spelling | engpt_PTArtificial intelligence has been increasing its impact on society, so this study investigates the impact of nonverbal communication, more precisely the use of emojis, by chatbots on consumer perception, to combat the lack of studies on chatbots that use nonverbal communication. This research aims to evaluate the impact of emojis on chatbots through variables such as emotional attachment and the perception of credibility, as well as their consequent influence on satisfaction and loyalty. Two experimental studies were carried out, revealing that the perception of emojis depends on the context in question and has no significant effect in terms of satisfaction, but tends to increase brand loyalty. Although the main hypotheses were rejected, the study presents interesting results, mainly in the extra analysis carried out with new mediating variables, which once again demonstrated that brand loyalty increases when perceptions of warmth and social presence appear. We can conclude by saying that the study provides an incentive for further reflection on how nonverbal communication should be strategically integrated into chatbot communication, considering the sector of business and the consumer profile.application/pdfpt_PTThe impact of chatbot nonverbal communication on consumer experience: The impact of chatbot communicationMatias, Beatriz RodriguesRohden, Simoni FernandaHostingInstitutionOrganizationalRUNe-mailmailto:run@unl.ptrun@unl.ptURNurn:tid:2039686972025-06-262027-06-26T00:00:00Z2025-06-26T00:00:00ZHandlehttp://hdl.handle.net/10362/184556http://purl.org/coar/access_right/c_f1cfembargoed accessChatbotsEmojisNonverbal communicationSatisfactionLoyaltySDG 9 - Industry, innovation and infrastructureSDG 12 - Responsible production and consumption2225312 bytesliteraturehttp://purl.org/coar/resource_type/c_bdccmaster thesis2025-06-26http://creativecommons.org/licenses/by/4.0/http://purl.org/coar/access_right/c_f1cfapplication/pdffulltexthttps://run.unl.pt/bitstreams/a36baf57-d389-4867-8b4c-8f42d51b3557/download |
| spellingShingle | The impact of chatbot nonverbal communication on consumer experience: The impact of chatbot communication Matias, Beatriz Rodrigues Chatbots Emojis Nonverbal communication Satisfaction Loyalty SDG 9 - Industry, innovation and infrastructure SDG 12 - Responsible production and consumption |
| subject.fl_str_mv | Chatbots Emojis Nonverbal communication Satisfaction Loyalty SDG 9 - Industry, innovation and infrastructure SDG 12 - Responsible production and consumption |
| title | The impact of chatbot nonverbal communication on consumer experience: The impact of chatbot communication |
| title_full | The impact of chatbot nonverbal communication on consumer experience: The impact of chatbot communication |
| title_fullStr | The impact of chatbot nonverbal communication on consumer experience: The impact of chatbot communication |
| title_full_unstemmed | The impact of chatbot nonverbal communication on consumer experience: The impact of chatbot communication |
| title_short | The impact of chatbot nonverbal communication on consumer experience: The impact of chatbot communication |
| title_sort | The impact of chatbot nonverbal communication on consumer experience: The impact of chatbot communication |
| topic | Chatbots Emojis Nonverbal communication Satisfaction Loyalty SDG 9 - Industry, innovation and infrastructure SDG 12 - Responsible production and consumption |
| topic_facet | Chatbots Emojis Nonverbal communication Satisfaction Loyalty SDG 9 - Industry, innovation and infrastructure SDG 12 - Responsible production and consumption |
| url | http://hdl.handle.net/10362/184556 |
| visible | 1 |