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Virtual customer service agents: Using social presence and personalization to shape online service encounters

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  • Verhagen, T.
  • Nes, J.G. van
  • Feldberg, J.F.M.
  • Dolen, W.M. van

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Suggested Citation

  • Verhagen, T. & Nes, J.G. van & Feldberg, J.F.M. & Dolen, W.M. van, 2011. "Virtual customer service agents: Using social presence and personalization to shape online service encounters," Serie Research Memoranda 0010, VU University Amsterdam, Faculty of Economics, Business Administration and Econometrics.
    • Handle: RePEc:vua:wpaper:2011-10
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    File URL: http://degree.ubvu.vu.nl/repec/vua/wpaper/pdf/20110010.pdf
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    References listed on IDEAS

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    1. Keeling, Kathleen & McGoldrick, Peter & Beatty, Susan, 2010. "Avatars as salespeople: Communication style, trust, and intentions," Journal of Business Research, Elsevier, vol. 63(8), pages 793-800, August.
    2. Kuisma, Jarmo & Simola, Jaana & Uusitalo, Liisa & Öörni, Anssi, 2010. "The Effects of Animation and Format on the Perception and Memory of Online Advertising," Journal of Interactive Marketing, Elsevier, vol. 24(4), pages 269-282.
    3. Czepiel, John A., 1990. "Service encounters and service relationships: Implications for research," Journal of Business Research, Elsevier, vol. 20(1), pages 13-21, January.
    4. Ping, Robert Jr., 2004. "On assuring valid measures for theoretical models using survey data," Journal of Business Research, Elsevier, vol. 57(2), pages 125-141, February.
    5. Montgomery, Alan L. & Smith, Michael D., 2009. "Prospects for Personalization on the Internet," Journal of Interactive Marketing, Elsevier, vol. 23(2), pages 130-137.
    6. Lee, Eun-Jung & Park, Jung Kun, 2009. "Online service personalization for apparel shopping," Journal of Retailing and Consumer Services, Elsevier, vol. 16(2), pages 83-91.
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    Cited by:

    1. Jung-Yu Lai & Khire Rushikesh Ulhas & Jian-Da Lin, 2014. "Assessing and managing e-commerce service convenience," Information Systems Frontiers, Springer, vol. 16(2), pages 273-289, April.

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