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Customer Satisfaction in Digital Service Encounters : The Role of Media Richness, Social Presence, and Cultural Distance

Titelangaben

Gimpel, Henner ; Huber, Johannes ; Sarikaya, Serkan:
Customer Satisfaction in Digital Service Encounters : The Role of Media Richness, Social Presence, and Cultural Distance.
2016
Veranstaltung: 24th European Conference on Information Systems (ECIS) , 12.-15.06.2016 , Istanbul, Turkey.
(Veranstaltungsbeitrag: Kongress/Konferenz/Symposium/Tagung , Paper )

Angaben zu Projekten

Projekttitel:
Offizieller ProjekttitelProjekt-ID
Projektgruppe WI Customer Relationship ManagementOhne Angabe

Abstract

Digital technologies are increasingly used for communication between service personnel and customers. These digital service encounters bring along two changes: First, diverse digital channels such as text, audio, or video communication vary in the perceived media richness and perceived social presence of the counterpart. Second, digital channels allow service providers to employ service personnel remote from the customer and to serve a geographically wider, otentially global market. In this, there is a rise of intercultural service encounters. Therefore, we investigate how customer satisfaction is influenced by the type of digital communication channel and by cultural differences between service personnel and customer. We build a heoretical model on the effect of communication channels and cultural differences on customer satisfaction in digital service encounters. Afterwards, we collect data through an internetbased survey including a simulation of a digital ervice encounter and cultural differences. We use the data and structural equation modelling to test our theoretical model. Our results indicate that perceived media richness and perceived social presence play a substantial role for customer satisfaction. Contrary to prior literature on offline service encounters, our results suggest that perceived cultural distance does not affect customer atisfaction in digital service encounters.

Weitere Angaben

Publikationsform: Veranstaltungsbeitrag (Paper)
Begutachteter Beitrag: Ja
Keywords: Digitalization; Customer Relationship Management; Cross-Cultural Context; Digital Channels as Global Gateway
Institutionen der Universität: Fakultäten > Rechts- und Wirtschaftswissenschaftliche Fakultät > Fachgruppe Betriebswirtschaftslehre
Forschungseinrichtungen
Forschungseinrichtungen > Institute in Verbindung mit der Universität
Forschungseinrichtungen > Institute in Verbindung mit der Universität > Projektgruppe Wirtschaftsinformatik der Fraunhofer FIT
Forschungseinrichtungen > Institute in Verbindung mit der Universität > FIM Kernkompetenzzentrum Finanz- & Informationsmanagement
Fakultäten
Fakultäten > Rechts- und Wirtschaftswissenschaftliche Fakultät
Titel an der UBT entstanden: Nein
Themengebiete aus DDC: 000 Informatik,Informationswissenschaft, allgemeine Werke > 004 Informatik
300 Sozialwissenschaften > 330 Wirtschaft
Eingestellt am: 18 Jan 2018 15:37
Letzte Änderung: 20 Dec 2018 07:59
URI: https://eref.uni-bayreuth.de/id/eprint/41774