Search results1 – 3 of 3
Live chat e-service provides a communication platform for online customers to make information inquiries and receive instantaneous assistance from a service…
Live chat e-service provides a communication platform for online customers to make information inquiries and receive instantaneous assistance from a service representative. It is important for organizations to explore ways to improve their live chat e-service. The purpose of this paper is to propose a new organization–customer communication model (Schema Resonance Model), explicate how schema resonance can be achieved in live chat e-service, and investigate the impact of schema resonance on live chat e-service effectiveness, efficiency, customer satisfaction and intention of continued use.
A post-test only, between-subjects experiment was conducted. A total of 409 participants completed the experiment sessions, and 389 of these participants were used in the analysis.
Research results suggest schema resonance could improve the time efficiency of the live chat e-service while maintaining e-service effectiveness. Schema resonance could increase customer satisfaction with the overall e-service, the communication approach used by the representative and the information provided.
Because a convenience sample was used in the experiment, results cannot be generalized to all live chat e-service users. Future research should include observation of real-world organization–customer live chat e-service sessions.
Organizations can consider applying the Schema Resonance Model in live chat e-service practices to enhance customer satisfaction and increase representatives’ service productivity.
This research proposes and tests a new organization–customer communication model to explore how organizations can improve live chat e-service in response to customers’ information inquiries.
Marie-Agnès Parmentier and Eileen Fischer
Prior research on consumer agency has tended to focus on contexts where there are few restrictions on the type or number of people who can consume a desired object…
Prior research on consumer agency has tended to focus on contexts where there are few restrictions on the type or number of people who can consume a desired object, provided they have adequate resources. This study develops theoretical insights into the modes of consumer agency adopted by consumers who desire a commodity that is in scarce supply, and to which access is restricted by powerful agents. Based on interviews and archival data from the fashion modeling industry, and drawing on Bourdieu's praxeology, this paper identifies distinct modes of consumer agency that are manifest in a context characterized by enforced scarcity. Depending in part upon initial human capital endowments, in part upon conditions in the field, and in part upon deliberate choices, models adopt different modes of agency in order to survive, thrive in a highly restricted aesthetic field and ultimately consume the coveted good, which we refer to as the “model life.” This paper thus contributes not only to our understanding of consumer agency in an under-studied type of context, but also to our understanding of the seemingly burgeoning phenomena of the quest for fame, celebrity, and status.