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.
| Author of HS Reutlingen | Rossmann, Alexander; Zimmermann, Alfred; Hertweck, Dieter |
|---|---|
| DOI: | https://doi.org/10.1007/978-3-030-51057-2_33 |
| ISBN: | 978-3-030-51057-2 |
| 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 |
| Publisher: | Springer |
| Place of publication: | Cham |
| Editor: | Jim Spohrer, Christine Leitner |
| Document Type: | Conference proceeding |
| Language: | English |
| 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): |  In Copyright - Urheberrechtlich geschützt |
