Can computer personalities be human personalities?
International Journal of Human-Computer Studies
The media equation: how people treat computers, television, and new media like real people and places
International Journal of Human-Computer Studies
International Journal of Human-Computer Studies
ELIZA—a computer program for the study of natural language communication between man and machine
Communications of the ACM
The Impact of Anthropomorphic Interfaces on Influence, Understanding and Credibility
HICSS '99 Proceedings of the Thirty-Second Annual Hawaii International Conference on System Sciences-Volume 1 - Volume 1
International Journal of Human-Computer Studies - Special issue: Subtle expressivity for characters and robots
Different orientations of males and females in computer-mediated negotiations
Computers in Human Behavior
Anthropomorphism of computers: Is it mindful or mindless?
Computers in Human Behavior
Human-agent teamwork in dynamic environments
Computers in Human Behavior
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Are computers good or bad for business? Although computers are social actors research finds that people react to computers and humans with similar tendencies, little research directly compares human-computer interaction to human-human interaction. I ask how mediated transactions with a company's human or computer representatives alter customers' reactions toward that company. I conduct an experiment where subjects in the role of customers received products (low or high quality) from a representative (human or computer). I measure the customer's emotions, impressions, and patronage toward both the representative and the organization. The data indicate few differences in reactions toward the representative and the organization, however, customers perceive the organization as more responsible and in control when they have employed human, not computer, representatives. A hypothesized statistical interaction effect (a moderation effect) on several emotions indicates that computer representatives decrease the strength of the relationship between receiving low or high quality products and customer's emotions. Although many customer reactions indicate no human/computer differences, I discuss how the statistical moderation effect of computer identity on several emotions may relate to computers are social actors and other research.