The role of Live chat as a customer service tool: The use of live chat, the experience with live chat and the outcomes of live chat

  • McLean, Graeme (Principal Investigator)
  • Osei-Frimpong, Kofi (Co-investigator)

Project: Non-funded project

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.
StatusActive
Effective start/end date5/12/1631/07/20