Chatbot e-service and customer satisfaction regarding luxury brands

Minjee Chung; Eunju Ko; Heerim Joung; Sang Jin Kim

doi:10.1016/j.jbusres.2018.10.004

Chatbot e-service and customer satisfaction regarding luxury brands

Minjee Chung, Eunju Ko, Heerim Joung, Sang Jin Kim

Department of Clothing and Textiles

Research output: Contribution to journal › Article › peer-review

329 Citations (Scopus)

Abstract

This study was undertaken to analyze whether luxury fashion retail brands can adhere to their core essence of providing personalized care through e-services rather than through traditional face-to-face interactions, particularly through Chatbot, an emerging digital tool offering convenient, personal, and unique customer assistance. The authors use customer data to test a five-dimension model measuring Chatbot for customer perceptions of interaction, entertainment, trendiness, customization, and problem-solving. The study reveals that Chatbot e-service provides interactive and engaging brand/customer service encounters. Marketers and managers in the luxury context can adopt the instrument to measure whether e-service agents provide desired outcomes and to determine whether they should adopt Chatbot virtual assistance.

Original language	English
Pages (from-to)	587-595
Number of pages	9
Journal	Journal of Business Research
Volume	117
DOIs	https://doi.org/10.1016/j.jbusres.2018.10.004
Publication status	Published - 2020 Sept

Bibliographical note

Funding Information:
This work was supported by the National Research Foundation of Korea Grant funded by the Korean Government (MOE) ( NRF-2017S1A2A2041810 ).

Publisher Copyright:
© 2018 Elsevier Inc.

All Science Journal Classification (ASJC) codes

Marketing

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10.1016/j.jbusres.2018.10.004

Cite this

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title = "Chatbot e-service and customer satisfaction regarding luxury brands",

abstract = "This study was undertaken to analyze whether luxury fashion retail brands can adhere to their core essence of providing personalized care through e-services rather than through traditional face-to-face interactions, particularly through Chatbot, an emerging digital tool offering convenient, personal, and unique customer assistance. The authors use customer data to test a five-dimension model measuring Chatbot for customer perceptions of interaction, entertainment, trendiness, customization, and problem-solving. The study reveals that Chatbot e-service provides interactive and engaging brand/customer service encounters. Marketers and managers in the luxury context can adopt the instrument to measure whether e-service agents provide desired outcomes and to determine whether they should adopt Chatbot virtual assistance.",

author = "Minjee Chung and Eunju Ko and Heerim Joung and Kim, {Sang Jin}",

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AU - Kim, Sang Jin

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AB - This study was undertaken to analyze whether luxury fashion retail brands can adhere to their core essence of providing personalized care through e-services rather than through traditional face-to-face interactions, particularly through Chatbot, an emerging digital tool offering convenient, personal, and unique customer assistance. The authors use customer data to test a five-dimension model measuring Chatbot for customer perceptions of interaction, entertainment, trendiness, customization, and problem-solving. The study reveals that Chatbot e-service provides interactive and engaging brand/customer service encounters. Marketers and managers in the luxury context can adopt the instrument to measure whether e-service agents provide desired outcomes and to determine whether they should adopt Chatbot virtual assistance.

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Chatbot e-service and customer satisfaction regarding luxury brands

Abstract

Bibliographical note

All Science Journal Classification (ASJC) codes

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