Dissecting the mixed effects of human-customer service chatbot interaction on customer satisfaction: An explanation from temporal and conversational cues |
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| Institution: | 1. School of Business and Management, Jilin University, Changchun, China;2. School of International Business, Jilin International Studies University, Changchun, China;1. Swinburne University of Technology, Australia;2. Charles Sturt University, Australia;1. Instituto Português de Administração de Marketing – IPAM Lisboa, Portugal;2. UNIDCOM/IADE, Unidade de Investigação em Design e Comunicação, Lisboa, Portugal;3. CEAUL - Centro de Estatística e Aplicações, Faculdade de Ciências, Universidade de Lisboa, Portugal;4. Instituto Universitário de Lisboa (ISCTE-IUL), Business Research Unit (BRU-IUL), Portugal;1. Institute for Economic Research, Hebei University of Economics and Business, Shijiazhuang 050061, China;2. College of Management and Economics, Tianjin University, Tianjin 300072, China;1. Department of Clothing and Textiles, Hanyang University, Seoul, Republic of Korea;2. School of Fashion and Textiles, The Hong Kong Polytechnic University, Hong Kong;3. Center for Happiness Studies, Seoul National University, Seoul, Republic of Korea;1. Shenzhen University, China;2. Dongguan University of Technology, China |
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| Abstract: | Human-customer service chatbot interaction has had mixed effects on customer satisfaction in sales-related services. To dissect these conflicting results, three 2 (temporal cues: instant versus anthropomorphic delayed response) × 2 (conversational cues: task- versus social-oriented) between-group experiments were conducted. The results revealed the complex effects of temporal cues, conversational cues, and their interactions on perceived warmth, perceived competence, and satisfaction. And, perceived warmth and competence mediated the effects of temporal and conversational cues on satisfaction. Furthermore, the product attribute type (functional versus experiential) affected the relationships between these variables. These findings provide two explanatory perspectives (temporal and conversational cues) for dissecting the mixed effects of human-customer service chatbot interaction on customer satisfaction, and provide practical insights for improving customer service chatbots and enhancing customer satisfaction. |
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| Keywords: | Human-customer service chatbot interaction Temporal cues Conversational cues Warmth Competence Satisfaction |
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