Consumer Responses to Generative AI Chatbots Versus Search Engines for Product Evaluation

Abstract

This research examines differences in consumer responses to large language model AI chatbots versus search engines when reviewing and evaluating product information in the information search stage of the purchase decision process. Building on the mere exposure effect, the consumer–brand relationships literature, and consumer decision-making research, this research investigates consumer search preferences and self-disclosure willingness along with a psychological mechanism. We conducted an experiment comparing two types of product search tools and tested a moderated mediation using Process Model 15. The findings suggest that consumers prefer search engines over AI chatbots and are more willing to self-disclose their personal information to search engines (vs. AI chatbots) due to perceived familiarity. However, we find that the quality of consumers’ relationship with the source of information moderates this effect. Further, we show that consumers evaluate AI chatbot-based results as less biased than traditional search engine results. Contrary to previous research that has mainly focused on AI chatbots’ functional aspects in consumer adoption, the current research emphasizes the psychological and relational aspects of product search perception and preference. In this way, we offer novel insights into a purchase decision-making process and consumer engagement as consumers adopt AI chatbot technology for product search.