Virtual Customer Service Agents: Using Social Presence and Personalization to Shape Online Service Encounters

By Tibert Verhagen, Jaap van Nes, Frans Feldberg, Willemijn M. van Dolen. J. Comput. Mediat. Commun., 2014

381 citations recorded by the source corpus.

Subfields: Information Systems and Management, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/27caade84b0deea0aa10cfe3ddd7ac84e3d325a0

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Information Systems and Management

In Organizational Behavior and Human Resource Management

In Sociology and Political Science

Citations in the corpus

Watch Your Tone: How a Brand's Tone of Voice on Social Media Influences Consumer Responses (2018, background): “Nevertheless, some studies have shown that a personal and human communication style can negatively influence consumer attitudes (Gretry et al. 2017; Steinmann, Mau, and Schramm-Klein 2015), while others have found only limited effects (Verhagen et al. 2014).”
UvA-DARE (Digital Academic Repository) Privacy concerns in chatbot interactions (positive): “…version of the chatbot introduced itself with a name ( “ Sam ” ); displayed a visual of a cartoon-like customer service agent, similar to Verhagen et al. [36]; and used human conversational cues, i.e. acknowledged the responses of the participants (e.g. “ gotcha ” , “ I noted down your gender ” ).”
Towards Designing Cooperative and Social Conversational Agents for Customer Service (2017, background): “MR1-9 are based on Grice’s cooperative principle, while MR10-12 are based on social response theory.”
Living up to the chatbot hype: The influence of anthropomorphic design cues and communicative agency framing on conversational agent and company perceptions (2018, methodology): “This study extends earlier research by explicitly testing the in-ﬂ uence of design cues on disembodied conversational agents in marketing, complementing past research on embodied agents (e.g., Etemad-Sajadi, 2016; Etemad-Sajadi & Ghachem, 2015; Verhagen, van Nes, Feldberg, & van Dolen, 2014).”
AI-based chatbots in customer service and their effects on user compliance (2020, background): “…research has shown that few cues are sufficient for users to identify with computer agents (Xu and Lombard 2017) and virtual service agents (Verhagen et al. 2014), we hypothesize that even verbal ADCs, which are not as directly and easily observable as nonverbal cues like embodiments, can…”
An Emerging Theory of Avatar Marketing (2021, background): “…noting that avatars’ behaviors, such as decision-making style (Al-Natour, Benbasat, and Cenfetelli 2011) and socially oriented communication (Verhagen et al. 2014), significantly affect avatar trustworthiness and the overall customer experience (Brave, Nass, and Hutchinson 2005;…”
A Systematic Review of Social Presence: Definition, Antecedents, and Implications (2018, background): “…interpersonal evaluations (e.g., similarity attraction, social penetration theory, social identity theory, preference for consistency, etc.) to technology-mediated contexts to explore their relevance in interpersonal perceptions (e.g., Reeves and Nass, 1996; Jin, 2012; Verhagen et al., 2014).”