It’s time to chat…examining the customer experience during an online live chat service encounter

McLean, Graeme and Osei-Frimpong, Kofi and Al-Nabhani, Khalid (2017) It’s time to chat…examining the customer experience during an online live chat service encounter. In: 15th International Research Symposium on Service Excellence in Management, 2017-06-12 - 2017-06-15, University of Porto.

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Abstract

Many organisations are now providing customer service and related support online, mostly through 'live chat' (instant messaging) interfaces. Online support services are believed to offer organisations an efficient and cost-effective means of providing customer support, however we have little understanding on what influences a customer's experience during such a service encounter in this technological environment. This paper explores the customer experience during an online service encounter with a human service representative through live chat technology. The aim of this research is to understand the variables that can influence the customer experience during an online live chat service encounter.

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• Item metadata

  Item type:	Conference or Workshop Item(Paper)
  ID code:	61502
  Dates:	Date Event 15 June 2017 Published 15 January 2017 Accepted
  Subjects:	Social Sciences > Commerce > Marketing. Distribution of products
  Department:	Strathclyde Business School > Marketing
  Depositing user:	Pure Administrator
  Date deposited:	07 Aug 2017 13:24
  Last modified:	09 Apr 2024 06:23
  Related URLs:	Event
  URI:	https://strathprints.strath.ac.uk/id/eprint/61502