Title

Cross-cultural Differences in Information Processing of Chatbot Journalism: Chatbot News Service as a Cultural Artifact

Document Type

Article

Source of Publication

Cross Cultural & Strategic Management

Publication Date

4-18-2022

Abstract

Purpose How does algorithmic information processing affect the thoughts and behavior of artificial intelligence (AI) users? In this study, the authors address this question by focusing on algorithm-based chatbots and examine the influence of culture on algorithms as a form of digital intermediation. Design/methodology/approach The authors conducted a study comparing the United States (US) and Japan to examine how users in the two countries perceive the features of chatbot services and how the perceived features affect user trust and emotion. Findings Clear differences emerged after comparing algorithmic information processes involved in using and interacting with chatbots. Major attitudes toward chatbots are similar between the two cultures, although the weights placed on qualities differ. Japanese users put more weight on the functional qualities of chatbots, and US users place greater emphasis on non-functional qualities of algorithms in chatbots. US users appear more likely to anthropomorphize and accept explanations of algorithmic features than Japanese users. Research limitations/implications Different patterns of chatbot news adoption reveal that the acceptance of chatbots involves a cultural dimension as the algorithms reflect the values and interests of their constituencies. How users perceive chatbots and how they consume and interact with the chatbots depends on the cultural context in which the experience is situated. Originality/value A comparative juxtaposition of cultural-algorithmic interactions offers a useful way to examine how cultural values influence user behaviors and identify factors that influence attitude and user acceptance. Results imply that chatbots can be a cultural artifact, and chatbot journalism (CJ) can be a socially contextualized practice that is driven by the user's input and behavior, which are reflections of cultural values and practices.

ISSN

2059-5794

Publisher

Emerald

Disciplines

Communication

Keywords

Chatbots, Cross-cultural study, Chatbot news, Cultural dimension, Heuristic systematic process, Trust, Chatbot journalism, Cultural algorithms

Indexed in Scopus

no

Open Access

no

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