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Effect of AI chatbot emotional disclosure on user satisfaction and reuse intention for mental health counseling: a serial mediation model
This study explored the effect of chatbot emotional disclosure on user satisfaction and reuse intention for a chatbot counseling service. It also examined the independent and sequential mediation roles of user emotional disclosure intention and perceived intimacy with a chatbot on the relationship b...
Autores principales: | , , |
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Formato: | Online Artículo Texto |
Lenguaje: | English |
Publicado: |
Springer US
2022
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Materias: | |
Acceso en línea: | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9643933/ https://www.ncbi.nlm.nih.gov/pubmed/36406852 http://dx.doi.org/10.1007/s12144-022-03932-z |
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author | Park, Gain Chung, Jiyun Lee, Seyoung |
author_facet | Park, Gain Chung, Jiyun Lee, Seyoung |
author_sort | Park, Gain |
collection | PubMed |
description | This study explored the effect of chatbot emotional disclosure on user satisfaction and reuse intention for a chatbot counseling service. It also examined the independent and sequential mediation roles of user emotional disclosure intention and perceived intimacy with a chatbot on the relationship between chatbot emotional disclosure, user satisfaction, and reuse intention for chatbot counseling. In total, 348 American adults were recruited to participate in a mental health counseling session with either of the two types of artificial intelligence-powered mental health counseling chatbots. These included a chatbot disclosing factual information only or a chatbot disclosing humanlike emotions. The results revealed that chatbot emotional disclosure significantly increased user satisfaction and reuse intention for a chatbot counseling service. The results further revealed that user emotional disclosure intention and perceived intimacy with a chatbot independently and serially mediates the effect of chatbot emotional disclosure on user satisfaction and chatbot counseling service reuse intention. The results indicate positive effects of artificial emotions and their disclosure in the context of chatbot moderated mental health counseling. Practical implications and psychological mechanisms are discussed. |
format | Online Article Text |
id | pubmed-9643933 |
institution | National Center for Biotechnology Information |
language | English |
publishDate | 2022 |
publisher | Springer US |
record_format | MEDLINE/PubMed |
spelling | pubmed-96439332022-11-14 Effect of AI chatbot emotional disclosure on user satisfaction and reuse intention for mental health counseling: a serial mediation model Park, Gain Chung, Jiyun Lee, Seyoung Curr Psychol Article This study explored the effect of chatbot emotional disclosure on user satisfaction and reuse intention for a chatbot counseling service. It also examined the independent and sequential mediation roles of user emotional disclosure intention and perceived intimacy with a chatbot on the relationship between chatbot emotional disclosure, user satisfaction, and reuse intention for chatbot counseling. In total, 348 American adults were recruited to participate in a mental health counseling session with either of the two types of artificial intelligence-powered mental health counseling chatbots. These included a chatbot disclosing factual information only or a chatbot disclosing humanlike emotions. The results revealed that chatbot emotional disclosure significantly increased user satisfaction and reuse intention for a chatbot counseling service. The results further revealed that user emotional disclosure intention and perceived intimacy with a chatbot independently and serially mediates the effect of chatbot emotional disclosure on user satisfaction and chatbot counseling service reuse intention. The results indicate positive effects of artificial emotions and their disclosure in the context of chatbot moderated mental health counseling. Practical implications and psychological mechanisms are discussed. Springer US 2022-11-09 /pmc/articles/PMC9643933/ /pubmed/36406852 http://dx.doi.org/10.1007/s12144-022-03932-z Text en © The Author(s), under exclusive licence to Springer Science+Business Media, LLC, part of Springer Nature 2022, Springer Nature or its licensor (e.g. a society or other partner) holds exclusive rights to this article under a publishing agreement with the author(s) or other rightsholder(s); author self-archiving of the accepted manuscript version of this article is solely governed by the terms of such publishing agreement and applicable law. This article is made available via the PMC Open Access Subset for unrestricted research re-use and secondary analysis in any form or by any means with acknowledgement of the original source. These permissions are granted for the duration of the World Health Organization (WHO) declaration of COVID-19 as a global pandemic. |
spellingShingle | Article Park, Gain Chung, Jiyun Lee, Seyoung Effect of AI chatbot emotional disclosure on user satisfaction and reuse intention for mental health counseling: a serial mediation model |
title | Effect of AI chatbot emotional disclosure on user satisfaction and reuse intention for mental health counseling: a serial mediation model |
title_full | Effect of AI chatbot emotional disclosure on user satisfaction and reuse intention for mental health counseling: a serial mediation model |
title_fullStr | Effect of AI chatbot emotional disclosure on user satisfaction and reuse intention for mental health counseling: a serial mediation model |
title_full_unstemmed | Effect of AI chatbot emotional disclosure on user satisfaction and reuse intention for mental health counseling: a serial mediation model |
title_short | Effect of AI chatbot emotional disclosure on user satisfaction and reuse intention for mental health counseling: a serial mediation model |
title_sort | effect of ai chatbot emotional disclosure on user satisfaction and reuse intention for mental health counseling: a serial mediation model |
topic | Article |
url | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9643933/ https://www.ncbi.nlm.nih.gov/pubmed/36406852 http://dx.doi.org/10.1007/s12144-022-03932-z |
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