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A Model of Factors Influencing Anthropomorphic Intelligent Customer Service on Angry Consumer Satisfaction

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HCI International 2023 Posters (HCII 2023)

Part of the book series: Communications in Computer and Information Science ((CCIS,volume 1835))

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Abstract

Labor costs continue to rise, and many companies are unwilling to hire too many human customer service personnel. Driven by market demand, intelligent customer service robots emerged as the times require. Intelligent customer service robots can help companies reduce employment costs and improve user efficiency. However, compared with intelligent customer service robots, more users still prefer to communicate with human customer service. Intelligent customer service robots are beginning to become anthropomorphic, adding a touch of humanity, but at the same time may lead to increased user anger. Items that don’t meet expectations are a common occurrence in online shopping, and they often lead to angry consumers. In the above scenario, based on the Technology Acceptance Model combined with existing theoretical literature, this paper constructs a consumer satisfaction model with perceived usefulness, perceived ease of use, and perceived social presence as dependent variables and perceived value as an intermediary variable. Influencing factor model. This model explores the impact of anthropomorphic intelligent customer service on the satisfaction of angry consumers in the above scenarios. At the same time, we also propose strategies for enterprises to improve consumer satisfaction.

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Acknowledgments

The work described in this paper was supported by grants from the Zhejiang Provincial Federation of Social Sciences, grant number 2023N009; the Humanities and Social Sciences Research Project of Zhejiang Provincial Department of Education, grant number Y202248811; the Zhejiang Province University Students Science and Technology Innovation Activity Program (Xinmiao Talent Program); and the Zhejiang Province Undergraduate Innovation and Entrepreneurship Training Program, S202210337022.

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Authors and Affiliations

  1. Zhejiang University of Technology, Hangzhou, 310023, China

    Quan Zhou, Huangyi Dai & Cong Cao

  2. China United Zhujing Architecture Design Co., Ltd., Hangzhou, 310023, China

    Jinhua Xiao

Authors
  1. Quan Zhou
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  2. Huangyi Dai
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  3. Jinhua Xiao
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  4. Cong Cao
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Corresponding author

Correspondence to Cong Cao .

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Editors and Affiliations

  1. University of Crete and Foundation for Research and Technology - Hellas (FORTH), Heraklion, Crete, Greece

    Constantine Stephanidis

  2. Foundation for Research and Technology - Hellas (FORTH), Heraklion, Crete, Greece

    Margherita Antona

  3. Foundation for Research and Technology - Hellas (FORTH), Heraklion, Crete, Greece

    Stavroula Ntoa

  4. University of Central Florida, Orlando, FL, USA

    Gavriel Salvendy

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Zhou, Q., Dai, H., Xiao, J., Cao, C. (2023). A Model of Factors Influencing Anthropomorphic Intelligent Customer Service on Angry Consumer Satisfaction. In: Stephanidis, C., Antona, M., Ntoa, S., Salvendy, G. (eds) HCI International 2023 Posters. HCII 2023. Communications in Computer and Information Science, vol 1835. Springer, Cham. https://doi.org/10.1007/978-3-031-36001-5_55

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  • DOI: https://doi.org/10.1007/978-3-031-36001-5_55

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-031-36000-8

  • Online ISBN: 978-3-031-36001-5

  • eBook Packages: Computer ScienceComputer Science (R0)

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