Machines and mindlessness: Social responses to computers

Following Langer (1992), this article reviews a series of experimental studies that demonstrate that individuals mindlessly apply social rules and expectations to computers. The first set of studies illustrates how individuals overuse human social categories, applying gender stereotypes to computers and ethnically identifying with computer agents. The second set demonstrates that people exhibit overlearned social behaviors such as politeness and reciprocity toward computers. In the third set of studies, premature cognitive commitments are demonstrated: A specialist television set is perceived as providing better content than a generalist television set. A final series of studies demonstrates the depth of social responses with respect to computer “personality. ” Alternative explanations for these findings, such as anthropomorphism and intentional social responses, cannot explain the results. We conclude with an agenda for future research. Computer users approach the personal computer in many different ways. Experienced word processors move smoothly from keyboard to mouse to menu, mixing prose and commands to the computer automatically; the distinction between the hand and the tool blurs (Heidegger, 1977; Winograd & Flores, 1987). Novices cautiously strike each key, fearing that one false move will initiate an uncontrollable series of unwanted events. Game players view computers as *Correspondence concerning this article should be addressed to Clifford Nass, Department o

Starbucks: Delivering Customer Service

Starbucks, the dominant specialty-coffee brand in North America, must respond to recent market research indicating that the company is not meeting customer expectations in terms of service. To increase customer satisfaction, the company is debating a plan that would increase the amount of labor in its stores and theoretically increase speed of service. However, the impact of the plan (which would cost $40 million annually) on the company's bottom line is unclear

This Computer Responds to User Frustration -- Theory, Design, Results and Implications

Use of technology often has unpleasant side effects, which may include strong, negative emotional states that arise during interaction with computers. Frustration, confusion, anger, anxiety and similar emotional states can affect not only the interaction itself, but also productivity, learning, social relationships, and overall well-being. This paper suggests a new solution to this problem: designing human-computer interaction systems to actively support users in their ability to manage and recover from negative emotional states. An interactive affect-support agent was designed and built to test the proposed solution in a situation where users were feeling frustration. The agent's text-only interaction used components of active listening, empathy, and sympathy, in an effort to support users in their ability to recover from frustration. The agent's effectiveness was evaluated against two control conditions, which were also text-based interactions: (1) users' emotions were ignored, and (..