A chatbot’s design affects how customers perceive its competence and usefulness, both significant predictors of technology acceptance. The preferred design principles vary with the customer’s emotional state and personality, making it unrealistic to come up with a static design that serves everyone. …

Presented at the 14th 14th European Conference on Management, Leadership and Governance ECMLG 2018: From the article: "Online shopping in The Netherlands is rapidly becoming more popular and many web-shops are aiming to develop improved customer journeys. As a consequence pure play web-shops switch …