Examining satisfaction with the experience during a live chat service encounter-implications for website providers

作者：

Highlights：

• Service, information & system quality influence satisfaction with chat experience.

• Variables influencing the experience are dependent on purpose of using live chat.

• Emoticons can influence a positive experience during a live chat discussion.

• A Service rep's use of automated responses does not influence the experience.

摘要

•Service, information & system quality influence satisfaction with chat experience.•Variables influencing the experience are dependent on purpose of using live chat.•Emoticons can influence a positive experience during a live chat discussion.•A Service rep's use of automated responses does not influence the experience.

论文关键词：Live chat interaction,Online human interaction,Online customer support,Online satisfaction

论文评审过程：Received 22 June 2017, Revised 2 August 2017, Accepted 3 August 2017, Available online 8 August 2017, Version of Record 18 August 2017.

论文官网地址：https://doi.org/10.1016/j.chb.2017.08.005