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

Graeme McLean, Kofi Osei-Frimpong, Khalid Al-Nabhani

Research output: Contribution to conferencePaper

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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.
Original languageEnglish
Number of pages9
Publication statusPublished - 15 Jun 2017
Event15th International Research Symposium on Service Excellence in Management - University of Porto, Porto, Portugal
Duration: 12 Jun 201715 Jun 2017
https://web.fe.up.pt/~quis15/

Conference

Conference15th International Research Symposium on Service Excellence in Management
Abbreviated titleQUIS 15
CountryPortugal
CityPorto
Period12/06/1715/06/17
Internet address

Keywords

  • customer experience
  • live chat
  • online customer service

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    McLean, G., Osei-Frimpong, K., & Al-Nabhani, K. (2017). It’s time to chat…examining the customer experience during an online live chat service encounter. Paper presented at 15th International Research Symposium on Service Excellence in Management , Porto, Portugal.