---
_id: '5091'
abstract:
- lang: eng
  text: "\tCritical success factors such as trust and privacy concerns have been recognized
    as grand challenges for research of intelligent interactive technologies. Not
    only their ethical, legal, and social implications, but also their role in the
    intention to use these technologies within high risk and uncertainty contexts
    must be investigated. Nonetheless, there is a lack of empirical evidence about
    the factors influencing user’s intention to use insurance chatbots (ICB). To close
    this gap, we analyze (i) the effect of trust and privacy concerns on the intention
    to use ICB and (ii) the importance of these factors in comparison with the widely
    studied technology acceptance variables of perceived usefulness and perceived
    ease of use. Based on the results of our online survey with 215 respondents and
    partial least squares structural equation modelling (PLS-SEM), our findings indicate
    that although trust is important, other factors, such as the perceived usefulness,
    are most critical for ICB usage."
author:
- first_name: Davinia
  full_name: Rodríguez Cardona, Davinia
  last_name: Rodríguez Cardona
- first_name: Antje
  full_name: Janssen, Antje
  last_name: Janssen
- first_name: Nadine
  full_name: Guhr, Nadine
  id: '77748'
  last_name: Guhr
- first_name: Michael H.
  full_name: Breitner, Michael H.
  last_name: Breitner
- first_name: Julian
  full_name: Milde, Julian
  last_name: Milde
citation:
  ama: 'Rodríguez Cardona D, Janssen A, Guhr N, Breitner MH, Milde J. A Matter of
    Trust? Examination of Chatbot Usage in Insurance Business. In: Hawaii International
    Conference on System Sciences , ed. <i>Proceedings of the 54th Hawaii International
    Conference on System Sciences</i>.  Honolulu, HI : University of Hawai’i at Manoa,
    Hamilton Library; 2021. doi:<a href="https://doi.org/10.24251/hicss.2021.068">10.24251/hicss.2021.068</a>'
  apa: 'Rodríguez Cardona, D., Janssen, A., Guhr, N., Breitner, M. H., &#38; Milde,
    J. (2021). A Matter of Trust? Examination of Chatbot Usage in Insurance Business.
    In Hawaii International Conference on System Sciences  (Ed.), <i>Proceedings of
    the 54th Hawaii International Conference on System Sciences</i>.  Honolulu, HI
    : University of Hawai’i at Manoa, Hamilton Library. <a href="https://doi.org/10.24251/hicss.2021.068">https://doi.org/10.24251/hicss.2021.068</a>'
  bjps: '<b>Rodríguez Cardona D <i>et al.</i></b> (2021) A Matter of Trust? Examination
    of Chatbot Usage in Insurance Business. In Hawaii International Conference on
    System Sciences  (ed.), <i>Proceedings of the 54th Hawaii International Conference
    on System Sciences</i>.  Honolulu, HI : University of Hawai’i at Manoa, Hamilton
    Library.'
  chicago: 'Rodríguez Cardona, Davinia, Antje Janssen, Nadine Guhr, Michael H. Breitner,
    and Julian Milde. “A Matter of Trust? Examination of Chatbot Usage in Insurance
    Business.” In <i>Proceedings of the 54th Hawaii International Conference on System
    Sciences</i>, edited by Hawaii International Conference on System Sciences .  Honolulu,
    HI : University of Hawai’i at Manoa, Hamilton Library, 2021. <a href="https://doi.org/10.24251/hicss.2021.068">https://doi.org/10.24251/hicss.2021.068</a>.'
  din1505-2-1: '<span style="font-variant:small-caps;">Rodríguez Cardona, Davinia</span>
    ; <span style="font-variant:small-caps;">Janssen, Antje</span> ; <span style="font-variant:small-caps;">Guhr,
    Nadine</span> ; <span style="font-variant:small-caps;">Breitner, Michael H.</span>
    ; <span style="font-variant:small-caps;">Milde, Julian</span>: A Matter of Trust?
    Examination of Chatbot Usage in Insurance Business. In: <span style="font-variant:small-caps;">Hawaii
    International Conference on System Sciences </span> (Hrsg.): <i>Proceedings of
    the 54th Hawaii International Conference on System Sciences</i>.  Honolulu, HI
     : University of Hawai’i at Manoa, Hamilton Library, 2021'
  havard: 'D. Rodríguez Cardona, A. Janssen, N. Guhr, M.H. Breitner, J. Milde, A Matter
    of Trust? Examination of Chatbot Usage in Insurance Business, in: Hawaii International
    Conference on System Sciences  (Ed.), Proceedings of the 54th Hawaii International
    Conference on System Sciences, University of Hawai’i at Manoa, Hamilton Library,  Honolulu,
    HI , 2021.'
  ieee: D. Rodríguez Cardona, A. Janssen, N. Guhr, M. H. Breitner, and J. Milde, “A
    Matter of Trust? Examination of Chatbot Usage in Insurance Business,” in <i>Proceedings
    of the 54th Hawaii International Conference on System Sciences</i>,  Honolulu,
    HI , 2021.
  mla: Rodríguez Cardona, Davinia, et al. “A Matter of Trust? Examination of Chatbot
    Usage in Insurance Business.” <i>Proceedings of the 54th Hawaii International
    Conference on System Sciences</i>, edited by Hawaii International Conference on
    System Sciences , University of Hawai’i at Manoa, Hamilton Library, 2021, doi:<a
    href="https://doi.org/10.24251/hicss.2021.068">10.24251/hicss.2021.068</a>.
  short: 'D. Rodríguez Cardona, A. Janssen, N. Guhr, M.H. Breitner, J. Milde, in:
    Hawaii International Conference on System Sciences  (Ed.), Proceedings of the
    54th Hawaii International Conference on System Sciences, University of Hawai’i
    at Manoa, Hamilton Library,  Honolulu, HI , 2021.'
  ufg: '<b>Rodríguez Cardona, Davinia et. al. (2021)</b>: A Matter of Trust? Examination
    of Chatbot Usage in Insurance Business, in: Hawaii International Conference on
    System Sciences  (Hg.): <i>Proceedings of the 54th Hawaii International Conference
    on System Sciences</i>,  Honolulu, HI .'
  van: 'Rodríguez Cardona D, Janssen A, Guhr N, Breitner MH, Milde J. A Matter of
    Trust? Examination of Chatbot Usage in Insurance Business. In: Hawaii International
    Conference on System Sciences , editor. Proceedings of the 54th Hawaii International
    Conference on System Sciences.  Honolulu, HI : University of Hawai’i at Manoa,
    Hamilton Library; 2021.'
conference:
  end_date: 2021-01-08
  location: ' Honolulu, HI '
  name: '54th Hawaii International Conference on System Sciences, 2021 '
  start_date: 2021-01-05
corporate_editor:
- 'Hawaii International Conference on System Sciences '
date_created: 2021-03-01T13:58:31Z
date_updated: 2023-03-15T13:49:57Z
department:
- _id: DEP1523
doi: 10.24251/hicss.2021.068
language:
- iso: eng
place: ' Honolulu, HI '
publication: Proceedings of the 54th Hawaii International Conference on System Sciences
publication_identifier:
  isbn:
  - 978-0-9981331-4-0
publication_status: published
publisher: University of Hawai'i at Manoa, Hamilton Library
status: public
title: A Matter of Trust? Examination of Chatbot Usage in Insurance Business
type: conference
user_id: '15514'
year: 2021
...