Virtual customer service agents: Using social presence and personalization to shape online service encounters

Journal of Computer-Mediated Communication

Volumn 19, Issue 3, 2014, Pages 529-545

  Verhagen, Tibert ^a   van Nes, Jaap ^a   Feldberg, Frans ^a   van Dolen, Willemijn ^b  

^a VU University   (Netherlands)

^b Business School   (Netherlands)

Author keywords

Expertise; Friendliness; Online service encounter; Personalization; Smile; Social presence; Virtual customer service agent

Indexed keywords

SALES;

CUSTOMER-SERVICE; EXPERTISE; FRIENDLINESS; ON-LINE SERVICE; ONLINE SERVICE ENCOUNTER; PERSONALIZATIONS; SERVICE AGENTS; SERVICE ENCOUNTER; SMILE; SOCIAL PRESENCE; VIRTUAL CUSTOMER SERVICE AGENT;

CUSTOMER SATISFACTION;

EID: 84898037564     PISSN: None     EISSN: 10836101     Source Type: Journal    
DOI: 10.1111/jcc4.12066     Document Type: Article

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