Smiley bots, satisfied citizens? The impact of AI humanization on citizen experience in public services
Datos Bibliográficos
| ID | 17759169 |
|---|---|
| Autores | Jinjin Wu (0000-0002-8223-9124, Shenzhen University), Yifan Chen (0000-0003-4075-7860, Shanghai Jiao Tong University, autor de correspondencia) |
| Año | 2026 |
| Páginas | 1-31 |
| Fecha de publicación | 2026-04-02 |
| Peer Reviewed | Sí |
| Open Access | No |
| Tipo | ARTICLE |
| Revista | Public Management Review (JOURNAL) |
| Identificadores de la revista | ISSN: 1471-9037 • E-ISSN: 1471-9045 |
| Editorial | Taylor & Francis (PUBLISHER • GB) |
| DOI | 10.1080/14719037.2026.2653083 |
| OpenAlex | W7148630049 |
| Idioma | EN |
| Referencias citadas | 42 |
Coproduction · Public management · Public sector · Public service · Smiley · AI in Service Interactions · Ethics and Social Impacts of AI · Social Media and Politics
Self-Service Technologies
Enhancing chatbot effectiveness
An integrated artificial intelligence framework for public management
Telling more than we can know
Can Generative AI Chatbots Emulate Human Connection? A Relationship Science Perspective
Bureaucrat or artificial intelligence
Avoiding bureaucratese
Algorithms for a new season? Mapping a decade of research on the artificial intelligence-driven digital transformation of public administration
AI-driven public services and the privacy paradox
Government social media and citizen trust
Emotional expressions of care and concern by customer service chatbots
Artificial intelligence, transparency, and public decision-making
Warmth and Competence as Universal Dimensions of Social Perception
How Emotions Regulate Social Life
Can chatbots represent? Examining the potential for symbolic representation in automated service agents
Chatbot Democracy
AI adoption and diffusion in public administration
AI-based self-service technology in public service delivery
Citizen preferences and government chatbot social characteristics
Should government chatbots behave like civil servants? The effect of chatbot identity characteristics on citizen experience
Artificial intelligence in public services
Transforming the communication between citizens and government through AI-guided chatbots
The Adoption and Implementation of Artificial Intelligence Chatbots in Public Organizations
Direct Public Engagement in Local Government
Understanding the attitude and intention to use smartphone chatbots for shopping
Smart Technology and the Emergence of Algorithmic Bureaucracy
Province of Origin, Decision‐Making Bias, and Responses to Bureaucratic Versus Algorithmic Decision‐Making
How does the usage of artificial intelligence affect felt administrative accountability of street-level bureaucrats? The mediating effect of perceived discretion
Symbolic Bureaucratic Representation and Client Cooperation
Public Encounters and Government Chatbots
A model of (often mixed) stereotype content
| Velocidad de citación | historical |
|---|---|
| Altamente citado | No |