报告人：Juliana Sutanto 教授 澳大利亚蒙纳士大学
主持人：杨冠羽
报告时间：2026年4月10日（周五）上午9:30-9:50
报告地点：h片 九龙湖校区计算机楼513报告厅
报告摘要：With the development of generative artificial intelligence, chatbots can simulate human-like empathy and are being adopted in healthcare. Empathy as a multidimensional construct, plays a crucial role in shaping the quality of care. Prior research suggests that, in human healthcare interactions, cognitive empathy tends to enhance perceived quality of care, whereas emotional empathy does not significantly differ from no empathy. This study examines how cognitive versus emotional empathy expressed by chatbots affects patients’ self-disclosure in a chronic disease context. The results indicate that empathy type did not have a significant direct effect on self-disclosure. Instead, perceived inauthenticity fully mediated the relationship between empathy type and self-disclosure. Moreover, users’ belief that chatbots can have feelings significantly moderated the effect of empathy type on perceived inauthenticity, and loneliness significantly moderated the effect of perceived inauthenticity on self-disclosure. These findings suggest that unlike in human-human interactions, emotional empathy can be beneficial in human-chatbot interactions when it is designed to feel authentic, especially for users who believe chatbots can experience feelings and for those with higher levels of loneliness, who are more sensitive to authenticity cues.
报告人简介：Juliana Sutanto is a Professor in Information Systems. After obtaining her PhD in 2008 from School of Computing at National University of Singapore, she joined ETH Zurich in Switzerland as Chair of Management Information Systems. In August 2015, she moved to Lancaster University as Professor in Information Systems. In January 2023, she joined Monash University as Lead of Digital Transformation Group in Department of Human-Centred Computing, and Indonesia Lead for the Faculty of IT. Since January 2025, she is Associate Dean (International) for the faculty.
Her research expertise is on system design, users' behavioural analysis and data management. She is a recipient of Informs ISS Design Science Award on privacy-safe design. Her research has been published in leading information systems journals, MIS Quarterly, Information Systems Research, Journal of the Association for Information Systems, and Journal of Management Information Systems. She was an Associate Editor in MIS Quarterly, and a Senior Editor in Journal of the Association for Information Systems. Among her on-going researches are disaster management, digital resilience and community resilience; and multi-perspectives analysis and design of health information systems.
