Factors influencing interactions with recruitment chatbots

Abstract

Chatbots are a rapidly developing service technology that can be used in various services, such as recruitment. However, little is known about how chatbots might affect candidates' user experience, and several gaps warrant further research. This paper aims to examine the effects of ease to use, usefulness, social presence, trust, and enjoyment on user attitude, satisfaction, and recruiter credibility. To test the proposed model, we designed a recruitment chatbot and conducted a survey-based study. The results of this study suggest that trust and enjoyment are the main drivers of recruitment chatbot use. The findings also show that attitude mediates the relationship between trust and enjoyment on the one hand, and satisfaction and both dimensions of credibility (trustworthiness and attractiveness) on the other. Based on these findings, contributions to theory and practice are discussed.

Date of Award	3 Nov 2023
Original language	English
Awarding Institution	Universidade Católica Portuguesa
Supervisor	Maher Georges Elmashhara (Supervisor) & Susana Silva (Co-Supervisor)