An investigation into the effects of text-to-speech voice and 3D avatars on the perception of presence and flow of Live Help in electronic commerce

ACM Transactions on Computer-Human Interaction

Volumn 12, Issue 4, 2005, Pages 329-355

  Qiu, Lingyun ^a,c   Benbasat, Izak ^b,d  

^a PEKING UNIVERSITY   (China)

^b UNIVERSITY OF BRITISH COLUMBIA   (Canada)

^c Peking University   (China)

^d UNIVERSITY OF BRITISH COLUMBIA   (Canada)

Author keywords

Avatar; Customer relationship man agement (CRM); Electronic commerce; Flow; Live help; Social presence; Telepresence; Text to speech

Indexed keywords

COMMUNICATION SYSTEMS; HUMAN COMPUTER INTERACTION; INTERFACES (COMPUTER); ONLINE SEARCHING; SENSORY PERCEPTION; SPEECH;

AVATAR; CUSTOMER RELATIONSHIP MAN-AGEMENT (CRM); FLOW; LIVE HELP; SOCIAL PRESENCE; TELEPRESENCE; TEXT TO SPEECH;

ELECTRONIC COMMERCE;

EID: 33745148985     PISSN: 10730516     EISSN: 10730516     Source Type: Journal    
DOI: 10.1145/1121112.1121113     Document Type: Article

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