Factors Influencing Live Customer Support Chat Services: An Empirical Investigation in Kuwait
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Redalyc
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| Format: | Artículo científico |
| Language: | en |
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Universidad de Talca
2015
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| _version_ | 1876460957854597120 |
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| author | Ahmed Elmorshidy |
| author_facet | Ahmed Elmorshidy |
| contents | Factors Influencing Live Customer Support Chat Services: An Empirical Investigation in Kuwait Ahmed Elmorshidy Mohamed M. Mostafa Issam El-Moughrabi Husain Al-Mezen Multidisciplinaria (Ciencias Naturales y Exactas) commerce business Internet social impact Live support chat (LSC) Technology acceptance model (TAM) This study investigates factors influencing live customer support chat services in Kuwait. Live Customer Support Chat represents a newly implemented type of customer service in E-commerce websites. Live Support Chat allows online agents through company’s websites to answer customer questions, complaints, and concerns on the spot through a live chat session, which bypasses the traditional e-mail and web forms. The theoretical framework used in this study is based on the well-established Technology Acceptance Model and the Theory of Reasoned Action. The study tries to validate these theoretical frameworks in the context of Live Customer Support Chat to see if they can be equally applied to the E - commerce enlivenment as in the other technology fields. Using a sample of 324 respondents, the hierarchical regression revealed that factors such as usefulness, ease of use and attitude have a significant influence on customers’ intention to use Live Customer Support Char service s. Our model explains around 31% for the variance in customers’ intention to use Live Customer Support Chat. 2015 artículo científico 0718-1876 https://www.redalyc.org/articulo.oa?id=96542667006 en http://www.redalyc.org/revista.oa?id=965 Journal of Theoretical and Applied Electronic Commerce Research application/pdf Universidad de Talca Journal of Theoretical and Applied Electronic Commerce Research (Chile) Num.3 Vol.10 |
| format | Artículo científico |
| id | redalyc_96542667006 |
| institution | Redalyc |
| language | en |
| publishDate | 2015 |
| publisher | Universidad de Talca |
| spellingShingle | Factors Influencing Live Customer Support Chat Services: An Empirical Investigation in Kuwait Ahmed Elmorshidy Multidisciplinaria (Ciencias Naturales y Exactas) commerce business Internet social impact Live support chat (LSC) Technology acceptance model (TAM) Factors Influencing Live Customer Support Chat Services: An Empirical Investigation in Kuwait Ahmed Elmorshidy Mohamed M. Mostafa Issam El-Moughrabi Husain Al-Mezen Multidisciplinaria (Ciencias Naturales y Exactas) commerce business Internet social impact Live support chat (LSC) Technology acceptance model (TAM) This study investigates factors influencing live customer support chat services in Kuwait. Live Customer Support Chat represents a newly implemented type of customer service in E-commerce websites. Live Support Chat allows online agents through company’s websites to answer customer questions, complaints, and concerns on the spot through a live chat session, which bypasses the traditional e-mail and web forms. The theoretical framework used in this study is based on the well-established Technology Acceptance Model and the Theory of Reasoned Action. The study tries to validate these theoretical frameworks in the context of Live Customer Support Chat to see if they can be equally applied to the E - commerce enlivenment as in the other technology fields. Using a sample of 324 respondents, the hierarchical regression revealed that factors such as usefulness, ease of use and attitude have a significant influence on customers’ intention to use Live Customer Support Char service s. Our model explains around 31% for the variance in customers’ intention to use Live Customer Support Chat. 2015 artículo científico 0718-1876 https://www.redalyc.org/articulo.oa?id=96542667006 en http://www.redalyc.org/revista.oa?id=965 Journal of Theoretical and Applied Electronic Commerce Research application/pdf Universidad de Talca Journal of Theoretical and Applied Electronic Commerce Research (Chile) Num.3 Vol.10 |
| title | Factors Influencing Live Customer Support Chat Services: An Empirical Investigation in Kuwait |
| topic | Multidisciplinaria (Ciencias Naturales y Exactas) commerce business Internet social impact Live support chat (LSC) Technology acceptance model (TAM) |
| url | https://www.redalyc.org/articulo.oa?id=96542667006 |