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 language | English |
|---|---|
| Number of pages | 9 |
| Publication status | Published - 15 Jun 2017 |
| Event | 15th International Research Symposium on Service Excellence in Management - University of Porto, Porto, Portugal Duration: 12 Jun 2017 → 15 Jun 2017 https://web.fe.up.pt/~quis15/ |
Conference
| Conference | 15th International Research Symposium on Service Excellence in Management |
|---|---|
| Abbreviated title | QUIS 15 |
| Country | Portugal |
| City | Porto |
| Period | 12/06/17 → 15/06/17 |
| Internet address |
Keywords
- customer experience
- live chat
- online customer service
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Cite this
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.