The value of social presence in mobile communications

Ji Hee Song and Candice R. Hollenbeck

The Service Industries Journal, 2015, vol. 35, issue 11-12, 611-632

Abstract: Texting via mobile devices is used as a primary means for day-to-day communications among an increasing number of consumers and, as a result of this trend, more companies are engaging with consumers and addressing service complaints using social media platforms, such as Facebook. This study addresses the use of two-way mobile texting via Facebook to resolve service complaints with applications from social presence theory. Research shows that marketers' warm emotions are important in addressing service complaints, yet prior works mainly focus on the significance of human warmth in face-to-face contexts. Therefore, this study uses an experimental design to investigate the value of social presence in mobile texting as a means for providing service recovery. In triangulating the data, we use focus groups in confirmatory analysis. The findings show that social presence cues add human warmth to text messages with respect to two-way communication perceptions, control perceptions, responsiveness perceptions, satisfaction, attitudes, and repurchase intentions. The article concludes with a discussion of the importance of social presence cues in improving customers' experiences and overall satisfaction.

Date: 2015
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DOI: 10.1080/02642069.2015.1062880

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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