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The impact of chatbots on customer service performance

  • 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.

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Author of HS ReutlingenRossmann, Alexander; Zimmermann, Alfred; Hertweck, Dieter
Erschienen in: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
Place of publication:Cham
Editor:Jim Spohrer, Christine Leitner
Document Type:Conference proceeding
Publication year:2020
Tag:chatbots; customer service; service performance; service quality
Page Number:7
First Page:237
Last Page:243
PPN:Im Katalog der Hochschule Reutlingen ansehen
DDC classes:004 Informatik
Open access?:Nein
Licence (German):License Logo  In Copyright - Urheberrechtlich geschützt