Designing authentic customer-chatbot interactions: a necessary condition analysis of emotional intelligence and anthropomorphic features in human- computer interaction

ABSTRACT This study offers a novel framework of perceived authenticity (PA) in chatbot-mediated service interactions by drawing on insights from Mind Perception Theory, Theory of Mind, the Authenticity Model of Computer-Mediated Communication, and Uncanny Valley Theory. The model integrates emot...

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Bibliographic Details

Main Authors:	Khan, Md Irfanuzzaman, Tarofder, Arun Kumar, Gopinathan, Sharmini, Haque, A. K. M. Ahasanul
Format:	Article
Language:	en en
Published:	Taylor & Francis Group, LLC 2025
Subjects:	HF5001 Business. Business Administration
Online Access:	http://irep.iium.edu.my/124047/1/Designing%20Authentic%20Customer-Chatbot%20Interactions%20%20%28IJHCI%29%20T%26F.pdf http://irep.iium.edu.my/124047/7/124047_Designing%20Authentic%20Customer_Scopus.pdf http://irep.iium.edu.my/124047/ https://www.tandfonline.com/doi/full/10.1080/10447318.2025.2495118
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