Can Robots Represent? The Effects of Racialized and Gendered Chatbots on Citizen Perceptions of Trustworthiness

• In Event: Determinants of Satisfaction with Government Services

Brief Overview

This study investigates the effects of human and chatbot service delivery options on perceived trustworthiness of government services and considers the influence of representation and administrative burden reduction in shaping citizen preferences.

Authors

• Brian Stelbotsky, Boise State University

• Sanghee Park, Boise State University