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Dissecting the mixed effects of human-customer service chatbot interaction on customer satisfaction: An explanation from temporal and conversational cues

Ying Xu, Nan Niu and Zixiang Zhao

Journal of Retailing and Consumer Services, 2023, vol. 74, issue C

Abstract: Human-customer service chatbot interaction has had mixed effects on customer satisfaction in sales-related services. To dissect these conflicting results, three 2 (temporal cues: instant versus anthropomorphic delayed response) × 2 (conversational cues: task- versus social-oriented) between-group experiments were conducted. The results revealed the complex effects of temporal cues, conversational cues, and their interactions on perceived warmth, perceived competence, and satisfaction. And, perceived warmth and competence mediated the effects of temporal and conversational cues on satisfaction. Furthermore, the product attribute type (functional versus experiential) affected the relationships between these variables. These findings provide two explanatory perspectives (temporal and conversational cues) for dissecting the mixed effects of human-customer service chatbot interaction on customer satisfaction, and provide practical insights for improving customer service chatbots and enhancing customer satisfaction.

Keywords: Human-customer service chatbot interaction; Temporal cues; Conversational cues; Warmth; Competence; Satisfaction (search for similar items in EconPapers)
Date: 2023
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Citations: View citations in EconPapers (4)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:74:y:2023:i:c:s0969698923001649

DOI: 10.1016/j.jretconser.2023.103417

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