Impact of service agents on customer satisfaction and loyalty: mediating role of Chatbots
Journal of Modelling in Management
ISSN: 1746-5664
Article publication date: 29 August 2023
Issue publication date: 1 February 2024
Abstract
Purpose
This study aims to determine whether or not fashion retail brands can maintain their essence by providing personalized care through conventional face-to-face interactions or the use of e-services.
Design/methodology/approach
An exploratory investigation is being conducted to attain this goal. According to the findings of this research, Chatbots have an impact on consumer loyalty. The quality of a Chatbot’s system, service and information are all critical to providing a positive consumer experience.
Findings
The study concluded that Chatbot e-services might potentially enable dynamic and fascinating interactions between firms and their consumers. To personalize a Chatbot, firms might change the tone of the language used. Customers are more likely to use a Chatbot if it resembles a real person, which increases their pleasure and confidence in the product.
Originality/value
More precisely, the emphasis of the inquiry was on Chatbot, a relatively new digital tool that offers user-friendly, personalized and one-of-a-kind support to customers. Using information supplied by consumers, the authors examine a five-dimensional model that gauges how customers feel about Chatbots in terms of their ability to communicate with users, offer amusement, be trendy, personalize interactions and solve problems.
Keywords
Acknowledgements
Funding: This research is supported by NSFC (72172129), China National Social Science (20BSH103), Fujian Natural Science Foundation Project (2022J01380) Foundation Fujian Social Science Foundation Project (FJ2022B088) and Sichuan Wine Development Research Center (CJZ21-03, CJY21-07).
Ethical approval: The present study needs no ethical approval from any committee as no such sensitive information has been collected from the respondents and all the data has been used for the purpose to examine the usage of chatbots, and no such questions were asked which are sensitive in nature.
Informed consent: In the current study, all the respondents fill out the questionnaire and were well informed well about the purpose of the study, and every respondent has given their full consent about their participation in the study.
Data availability statement: Data will be provided on demand.
Competing interest: All the authors declare no competing of interest.
Missing data availability statement: Data will be provided on demand if required from the reviewers and editor.
Citation
Naqvi, M.H.A., Hongyu, Z., Naqvi, M.H. and Kun, L. (2024), "Impact of service agents on customer satisfaction and loyalty: mediating role of Chatbots", Journal of Modelling in Management, Vol. 19 No. 2, pp. 470-491. https://doi.org/10.1108/JM2-01-2023-0004
Publisher
:Emerald Publishing Limited
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