Scientific articles

Virtual Customer Service Agents

By performing tasks traditionally fulfilled by service personnel and having a humanlike appearance, virtual customer service agents bring classical service elements to the web, which may positively influence customer satisfaction through eliciting social responses and feelings of personalization. This paper sheds light on these dynamics by proposing and testing a model drawing upon the theories […]

23 January 2014
  • Computers in Human Behavior

    The influence of negative online word-of-mouth on the behavior of those receiving it has been addressed extensively in the academic literature. Remarkably, the question whether negative online word-of-mouth should also be seen as a behavioral indicator of its sender remains unaddressed. Answering this question is relevant as it provides companies with insight into the need […]

    10 January 2013
  • Social virtual worlds

    The interest in social virtual worlds with multiple functions has mushroomed during the past few years. The key challenge social virtual worlds face while attempting to anchor and serve the masses is to reflect the core beliefs of their users. As existing research lacks insight into these core beliefs, this study aims to contribute to […]

    30 November 2012
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