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.
|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
|Conference||15th International Research Symposium on Service Excellence in Management|
|Abbreviated title||QUIS 15|
|Period||12/06/17 → 15/06/17|
- customer experience
- live chat
- online customer service
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.