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Authors: Hannes Schimmele ; Stephan Schlögl and Aleksander Groth

Affiliation: MCI Management Center Innsbruck, Austria

Keyword(s): Mobile Instant Messaging, Customer Service Interaction, Theory of Planned Behavior, Technology Readiness Index.

Abstract: Mobile Instant Messaging (IM) has become a main tool for communicating with friends and family. Recent efforts are now exploring IM use in business-to-customer communication. To this end, particularly customer service settings are given a high priority. A clear understanding of the relevant customer perspective is, however, still missing. Consequently, this paper reports on a study evaluating people's behavioral intention of adopting mobile IM for customer service interaction. We used an integrated research model based on Ajzen's Theory of Planned Behavior (TPB) and Parasuraman's Technology Readiness Index. A total of 154 questionnaires were analyzed. Results indicate only small effects of technology-related personality traits on the cognitive dimensions of the TPB. Concerning TPB-internal relations, Attitude and Subjective Norm were found to have significant influences on Behavioral Intention. In summary, however, the study indicates that people's intention to adopt mobile IM for cu stomer service interaction is only slightly positive. (More)

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Paper citation in several formats:
Schimmele, H.; Schlögl, S. and Groth, A. (2017). Mobile Instant Messaging for Customer Service Interaction. In Proceedings of the International Conference on Computer-Human Interaction Research and Applications - CHIRA; ISBN 978-989-758-267-7; ISSN 2184-3244, SciTePress, pages 39-49. DOI: 10.5220/0006490100390049

@conference{chira17,
author={Hannes Schimmele. and Stephan Schlögl. and Aleksander Groth.},
title={Mobile Instant Messaging for Customer Service Interaction},
booktitle={Proceedings of the International Conference on Computer-Human Interaction Research and Applications - CHIRA},
year={2017},
pages={39-49},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0006490100390049},
isbn={978-989-758-267-7},
issn={2184-3244},
}

TY - CONF

JO - Proceedings of the International Conference on Computer-Human Interaction Research and Applications - CHIRA
TI - Mobile Instant Messaging for Customer Service Interaction
SN - 978-989-758-267-7
IS - 2184-3244
AU - Schimmele, H.
AU - Schlögl, S.
AU - Groth, A.
PY - 2017
SP - 39
EP - 49
DO - 10.5220/0006490100390049
PB - SciTePress

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