Perceived Chatbot Usefulness

What it measures

This scale measures how useful and capable a person believes customer-service chatbots to be relative to human agents. Castelo and colleagues (2023) appear to have created the measure for a study on consumer reactions to service bots.

Response format

7-point scale (strongly disagree (1) to strongly agree (7))

Scale items

• I can see the benefits in chatbots that can deal with customers' requests better than humans.
• Chatbots that can deal with customers' requests could be useful.
• I believe chatbots can perform well during customer interactions.

Full scale items shown. Always cite the original source when using this scale in research.

Usage notes & scoring

Reliability was excellent (α = .93; Castelo et al. 2023, p. 857), based on 597 American Prolific Academic participants. Validity was not discussed.

Citation

Castelo, Noah, Johannes Boegershausen, Christian Hildebrand, and Alexander P. Henkel (2023), "Understanding and Improving Consumer Reactions to Service Bots," Journal of Consumer Research, 50 (4), 848–863.

Keywords

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