Online virtual advisors have enjoyed an increased research attention and widespread use in the last
several years. In investigating the determinants of their adoption, the majority of extant research has
focused on a set of utilitarian variables that address some outcomes from their use. In contrast, this
study focuses on users’ perceptions of these virtual advisors as interaction partners, and on beliefs
users form during these interactions. Specifically, we propose and test for the effects of perceived
advisor expressiveness and transparency on perceptions of their trustworthiness and interaction
enjoyment. The latter two constructs are further proposed to act as antecedents to users’ reuse
intentions. The results of an experimental study lend support to the proposed model, and highlight the
importance of designing social and trustworthy advisors and enjoyable interactions.
Sameh, Al-Natour; Benbasat, Izak; and Cenfetelli, Ron, "Trustworthy Virtual Advisors and Enjoyable Interactions: Designing for Expressiveness and Transparency" (2010). ECIS 2010 Proceedings. 116.