The Impact of Chatbots on Customer Service Performance

Autor:	Dieter Hertweck, Alfred Zimmermann, Alexander Rossmann
Rok vydání:	2020
Předmět:	Service (business) Service quality Knowledge management business.industry Hotline media_common.quotation_subject Context (language use) Customer satisfaction Quality (business) Business Customer relationship management media_common Loyalty business model
Zdroj:	Advances in Intelligent Systems and Computing ISBN: 9783030510565 AHFE (8)
DOI:	10.1007/978-3-030-51057-2_33
Popis:	The advent of chatbots in customer service solutions received increasing attention by research and practice throughout the last years. However, the relevant dimensions and features for service quality and service performance for chatbots remain quite unclear. Therefore, this research develops and tests a conceptual model for customer service quality and customer service performance in the context of chatbots. Additionally, the impact of the developed service dimensions on different customer relationship metrics is measured across different service channels (hotline versus chatbots). Findings of six independent studies indicate a strong main effect of the conceptualized service dimensions on customer satisfaction, service costs, intention to service reusage, word-of-mouth, and customer loyalty. However, different service dimensions are relevant for chatbots compared to a traditional service hotline.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_________::031b52544a989776f7421d400b66c1ee https://doi.org/10.1007/978-3-030-51057-2_33 Zobrazit plný text záznamu