Chat now… Examining the variables influencing the use of online live chat
Abstract
This paper advances our theoretical understanding of online service delivery with regard to live chat technology. Online customer support via live chat offers customers a way in which they can interact with service personnel in the online environment. Through the use of an online questionnaire and conducting structural equation modelling, the aim of this research is to understand the variables directly influencing the use of a live chat function...
Paper Details
Title
Chat now… Examining the variables influencing the use of online live chat
Published Date
Sep 1, 2019
Volume
146
Pages
55 - 67
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