Moreover, extant studies posit that people are motivated not only by productive reasons but also by social motivations, in that people are motivated by friendly and empathic relationships with chatbots (Brandtzaeg & Følstad, 2017 Choi & Drumwright, 2021), suggesting the positive effect of emotional disclosures in human-chatbot interaction. Nass and Moon ( 2000) also suggest that people mindlessly apply social scripts that they use in human-to-human interaction, ignoring other nonhuman cues of computer partners. The CASA paradigm (Reeves & Nass, 1996) and the social response theory (Moon, 2000) point out that people automatically apply social rules and norms while interacting with computers. Studies suggest that the same effect can be extended to human–computer interaction (Brandtzaeg & Følstad, 2017 Go & Sundar, 2019 Ho et al., 2018 Moon, 2000 Nass & Moon, 2000 Reeves & Nass, 1996). Malloch and Zhang ( 2019) also suggested the effect of self-disclosure on health behavioral intention they tested the effects of varying levels of self-disclosure in posters from an online support group and found that cognitive and emotional disclosure led to higher perceived support availability and dieting intention. Social penetration theory further suggests several positive outcomes of emotional disclosure such as increased closeness, trust, enjoyment, and intimacy with a conversational partner in various contexts (Carpenter & Greene, 2016 Ho et al., 2018 Lee et al., 2020). Moreover, for counselees with mental health issues, failing to provide emotional support in the early stage can significantly reduce user satisfaction and future help-seeking behavior (Miner et al., 2017). Effective and timely emotional responses are key to increasing user satisfaction and positively impacting mental health and offer mental health counselors the ability to exchange feelings and meanings with a client (Clark, 2010). Practical implications and psychological mechanisms are discussed.Įffect of chatbot emotional disclosure on user satisfaction and reuse intentionĮmotional disclosure is critical to interpersonal communication and is an important strategy in mental health counseling. The results indicate positive effects of artificial emotions and their disclosure in the context of chatbot moderated mental health counseling. 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 revealed that chatbot emotional disclosure significantly increased user satisfaction and reuse intention for a chatbot counseling service. These included a chatbot disclosing factual information only or a chatbot disclosing humanlike emotions. ![]() ![]() 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. 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. This study explored the effect of chatbot emotional disclosure on user satisfaction and reuse intention for a chatbot counseling service.
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