Perceived Social Presence of an Automated Agent

Name: Perceived Social Presence of an Automated Agent
Creator: Holthöwer, J., & van Doorn, J.
Published: 2023
License: https://psychometricscales.com/methodology.html

Perceived Human-Likeness and Social Presence of a Non-Human Device

4 items 2023 α 0.92 Free Holthöwer, J., & van Doorn, J.

What it measures

This scale measures how much a person who interacted with a non-human device (e.g., a service robot or chatbot) believes it behaves like a living, feeling social being rather than a machine. Holthöwer and van Doorn (2023) used it to test whether robots can ease customer embarrassment in service settings.

Representative items

I can imagine the ___ to be a living creature.
The ___ seems to have real feelings.

Citation

Holthöwer, Jana and Jenny van Doorn (2023), "Robots Do Not Judge: Service Robots Can Alleviate Embarrassment in Service Encounters," Journal of the Academy of Marketing Science, 51 (4), 767-784.

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