Retaining customers by utilizing technology-facilitated chat: Mitigating website anxiety and task complexity

被引：29
作者：
Xu, Jingjun [1 ]
机构：
[1] Wichita State Univ, W Frank Barton Sch Business, Dept Finance Real Estate & Decis Sci, 1845 Fairmount St, Wichita, KS 67260 USA
来源：
INFORMATION & MANAGEMENT | 2016年 / 53卷 / 05期
关键词：
Performance; Enjoyment; Social presence; Intention to return; Website anxiety; Perceived task complexity; Technology-facilitated chat; PRODUCT RECOMMENDATION AGENTS; COMPUTER SELF-EFFICACY; COMMON METHOD VARIANCE; FACE-TO-FACE; INTERNET ANXIETY; SOCIAL PRESENCE; INFORMATION OVERLOAD; MEDIATED COMMUNICATION; DECISION-MAKING; USER ACCEPTANCE;
D O I：
10.1016/j.im.2015.12.007
中图分类号：
TP [自动化技术、计算机技术];
学科分类号：
0812 ;
摘要：
We examine how technology-facilitated chat moderates the effect of website anxiety on intention to return to a website, and alleviates the negative impact of task complexity on the three factors (performance, enjoyment, and social presence). We also investigate how website anxiety moderates the relationship between user perceptions of the three factors and intention to return, and how the three factors could be negatively influenced by task complexity. Among others, the results reveals that technology-facilitated chat moderates the effect of website anxiety on intention to return, and attenuates the negative effect of task complexity on user perceptions of the three factors. (C) 2016 Elsevier B.V. All rights reserved.
引用
收藏
页码：554 / 569
页数：16
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