Project Details
Description
This project aims to advance our theoretical understanding of online service delivery with regard to live chat technology. Online customer support via live chat offers customers a way in which they can interact with service personnel in the computer-mediated-environment. Live chat enables individuals to seek customer support with a human representative in a synchronous form of communication. The aim of this project is to:
1) Investigate the variables influencing the use of a live chat facility on a website.
2) Understand the variables that influence the customer's experience during a live chat service encounter.
3) Examine the impact of live chat on trust towards the website, purchase intentions and revisit intentions.
1) Investigate the variables influencing the use of a live chat facility on a website.
2) Understand the variables that influence the customer's experience during a live chat service encounter.
3) Examine the impact of live chat on trust towards the website, purchase intentions and revisit intentions.
| Status | Finished |
|---|---|
| Effective start/end date | 5/12/16 → 31/07/20 |