Human communication in customer-agent-computer interaction: Face-to-face versus over telephone

Computers in Human Behavior

Volumn 25, Issue 1, 2009, Pages 8-20

  Kira, Anette ^a   Nichols, David M ^b   Apperley, Mark ^b  

^a RUAKURA RESEARCH CENTRE   (New Zealand)

^b UNIVERSITY OF WAIKATO   (New Zealand)

Author keywords

Communication mode; Customer agent computer interaction; Face to face; Human communication; Telephone

Indexed keywords

COMMUNICATION; CUSTOMER SATISFACTION; FLOW INTERACTIONS; SALES; SOCIETIES AND INSTITUTIONS; TELEPHONE; TELEPHONE SETS; TELEPHONE SYSTEMS;

BODY LANGUAGES; COMMUNICATION MODE; COMMUNICATION MODES; COMPUTER INTERACTIONS; CUSTOMER SERVICES; CUSTOMER-AGENT-COMPUTER INTERACTION; FACE-TO-FACE; HUMAN AGENTS; HUMAN COMMUNICATION; HUMAN COMMUNICATIONS; SEARCHING; TASK COMPLETION TIMES; TIME CONSUMING; TRAVEL PLANNING;

HUMAN COMPUTER INTERACTION;

EID: 54849411230     PISSN: 07475632     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.chb.2008.05.013     Document Type: Article

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