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dc.contributor.authorMero, Joel
dc.date.accessioned2018-12-05T07:52:22Z
dc.date.available2019-01-03T22:35:31Z
dc.date.issued2018
dc.identifier.citationMero, J. (2018). The effects of two-way communication and chat service usage on consumer attitudes in the e-commerce retailing sector. <i>Electronic Markets</i>, <i>28</i>(2), 205-217. <a href="https://doi.org/10.1007/s12525-017-0281-2" target="_blank">https://doi.org/10.1007/s12525-017-0281-2</a>
dc.identifier.otherCONVID_27850745
dc.identifier.otherTUTKAID_76538
dc.identifier.urihttps://jyx.jyu.fi/handle/123456789/60493
dc.description.abstractIn e-commerce retailing (e-retailing), where competitors are only one click away and prices are easy to compare, providing superior customer service and reciprocal communication via a company’s website are important aspects of attracting and retaining customers. One increasingly popular solution to improve customer service is a “live chat” interface that allows consumers to have real-time conversations online with customer service agents. As the literature on the impacts of real-time communication via live chat is currently very limited, this study develops and tests a model that demonstrates the moderating effects of a chat service on the relationship between two-way communication (i.e., a core element of perceived website interactivity) and customer satisfaction, trust, repurchase and word-of-mouth (WOM) intentions. The data for this study were collected via an online survey (N = 6,783) targeting the existing customers of five e-retailers that actively utilize live chats as a customer service tool. The study results show that the extent to which a consumer perceives that an e-retailer is dedicated to fostering two-way communication between the consumer and the seller has significant effects on trust, satisfaction, and repurchase and WOM intentions. Moreover, the results of a multi-group analysis show that the use of a chat service positively moderates these relationships.fi
dc.format.mimetypeapplication/pdf
dc.language.isoeng
dc.publisherInstitute of Applied Informatics at University of Leipzig; Springer Berlin Heidelberg
dc.relation.ispartofseriesElectronic Markets
dc.rightsIn Copyright
dc.subject.otherverkkokauppa (verkkoliiketoiminta)
dc.subject.othercomputer-mediated communication
dc.subject.othere-commerce
dc.subject.otherlive chat
dc.subject.otheronline retailing
dc.titleThe effects of two-way communication and chat service usage on consumer attitudes in the e-commerce retailing sector
dc.typearticle
dc.identifier.urnURN:NBN:fi:jyu-201812034974
dc.contributor.laitosKauppakorkeakoulufi
dc.contributor.laitosSchool of Business and Economicsen
dc.contributor.oppiaineBasic or discovery scholarshipfi
dc.contributor.oppiaineMarkkinointifi
dc.contributor.oppiaineBasic or discovery scholarshipen
dc.contributor.oppiaineMarketingen
dc.type.urihttp://purl.org/eprint/type/JournalArticle
dc.date.updated2018-12-03T07:15:10Z
dc.type.coarhttp://purl.org/coar/resource_type/c_2df8fbb1
dc.description.reviewstatuspeerReviewed
dc.format.pagerange205-217
dc.relation.issn1019-6781
dc.relation.numberinseries2
dc.relation.volume28
dc.type.versionacceptedVersion
dc.rights.copyright© Institute of Applied Informatics at University of Leipzig 2018.
dc.rights.accesslevelopenAccessfi
dc.subject.ysoverkkokaupat (WWW-sivustot)
dc.subject.ysoasiakaspalvelu
dc.subject.ysoverkkojuttelu
dc.format.contentfulltext
jyx.subject.urihttp://www.yso.fi/onto/yso/p9466
jyx.subject.urihttp://www.yso.fi/onto/yso/p1379
jyx.subject.urihttp://www.yso.fi/onto/yso/p17816
dc.rights.urlhttp://rightsstatements.org/page/InC/1.0/?language=en
dc.relation.doi10.1007/s12525-017-0281-2
dc.type.okmA1


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