TY - CHAP U1 - Konferenzveröffentlichung A1 - Rossmann, Alexander A1 - Zimmermann, Alfred A1 - Hertweck, Dieter ED - Spohrer, Jim ED - Leitner, Christine T1 - The impact of chatbots on customer service performance T2 - Advances in the human side of service engineering : Proceedings of the AHFE 2020 Virtual Conference on The Human Side of Service Engineering, July 16-20, 2020, USA N2 - The advent of chatbots in customer service solutions received increasing attention by research and practice throughout the last years. However, the relevant dimensions and features for service quality and service performance for chatbots remain quite unclear. Therefore, this research develops and tests a conceptual model for customer service quality and customer service performance in the context of chatbots. Additionally, the impact of the developed service dimensions on different customer relationship metrics is measured across different service channels (hotline versus chatbots). Findings of six independent studies indicate a strong main effect of the conceptualized service dimensions on customer satisfaction, service costs, intention to service reusage, word-of-mouth, and customer loyalty. However, different service dimensions are relevant for chatbots compared to a traditional service hotline. KW - chatbots KW - customer service KW - service quality KW - service performance Y1 - 2020 SN - 978-3-030-51057-2 SB - 978-3-030-51057-2 U6 - https://doi.org/10.1007/978-3-030-51057-2_33 DO - https://doi.org/10.1007/978-3-030-51057-2_33 SP - 237 EP - 243 S1 - 7 PB - Springer CY - Cham ER -