The Impact of Recommendation Agents’ Type of Voice on Perceived Social Presence, Trust and Users Intentions on an Insurance Website

Part of the Advances in Intelligent Systems and Computing book series (AISC, volume 293)


This paper aims to demonstrate the influence that recommendation agent type voice may have on users reactions. Through experimentation, we compare the effects of human and synthetic voice on perceived social presence, recommendation agent trust, website trust and behavioral intentions. The findings suggest that the human voice is likely to provide a higher level of social presence and recommendation agent trust. The structural equation model shows that social presence has a positive effect both on recommendation agent trust and behavioral intentions. In turn, recommendation agent trust influences website trust and behavioral intentions. Finally, results show that website trust positively impacts behavioral intentions.


recommendation agent human vs. synthetic voice social presence trust 


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Copyright information

© Springer International Publishing Switzerland 2014

Authors and Affiliations

  1. 1.Université Paris 1 Panthéon – SorbonneParisFrance
  2. 2.ESSCA School of managementAngersFrance

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