The DOI matches its Crossref record; 9 of the 9 references it cites were found in a registry or an index.
Virtual Customer Service Agents: Using Social Presence and Personalization to Shape Online Service Encounters
Open accessAbstract
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 of implicit personality, social response, emotional contagion, and social interaction. The model proposes friendliness, expertise, and smile as determinants of social presence, personalization, and online service encounter satisfaction. An empirical study confirms the cross-channel applicability of friendliness and expertise as determinants of social presence and personalization. Overall, the study underlines that integration between technology and personal aspects may lead to more social online service encounters.
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Citations
Cites
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Machines and Mindlessness: Social Responses to Computers
Nass, C., & Moon, Y. (2000) · Journal of Social Issues · doi:10.1111/0022-4537.00153 · Cited by 4,022 · cited 6×
“Adding more fundamental human characteristics to the humancomputer interaction, like use of language, interactivity, and conversing using social roles, were shown to evoke more social responses (Nass & Moon, 2000).”
BackgroundInfluentialSocial presence as a predictor of satisfaction within a computer‐mediated conferencing environment
Gunawardena, C. N., & Zittle, F. J. (1997) · American Journal of Distance Education · doi:10.1080/08923649709526970 · Cited by 2,005
SERVICE WITH A SMILE: EMOTIONAL CONTAGION IN THE SERVICE ENCOUNTER.
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“Journal of Computer-Mediated Communication”
The Effects of Personalization and Familiarity on Trust and Adoption of Recommendation Agents1
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Can a Retail Web Site Be Social?
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Cited by
AI-based chatbots in customer service and their effects on user compliance
Adam, M., Wessel, M., & Benlian, A. (2021) · Electronic Markets · doi:10.1007/s12525-020-00414-7 · Cited by 1,195
“…research has shown that few cues are sufficient for users to identify with computer agents (Xu and Lombard 2017) and virtual service agents (Verhagen et al. 2014), we hypothesize that even verbal ADCs, which are not as directly and easily observable as nonverbal cues like embodiments, can…”
BackgroundAraujo, T. (2018) · Computers in Human Behavior · doi:10.1016/j.chb.2018.03.051 · Cited by 1,156
A Systematic Review of Social Presence: Definition, Antecedents, and Implications
Oh, C. S., Bailenson, J. N., & Welch, G. F. (2018) · Frontiers in Robotics and AI · doi:10.3389/frobt.2018.00114 · Cited by 1,032
“…interpersonal evaluations (e.g., similarity attraction, social penetration theory, social identity theory, preference for consistency, etc.) to technology-mediated contexts to explore their relevance in interpersonal perceptions (e.g., Reeves and Nass, 1996; Jin, 2012; Verhagen et al., 2014).”
BackgroundAn Emerging Theory of Avatar Marketing
Miao, F., Kozlenkova, I. V., Wang, H., Xie, T., & Palmatier, R. W. (2022) · Journal of Marketing · doi:10.1177/0022242921996646 · Cited by 688
Jiang, H., Cheng, Y., Yang, J., & Gao, S. (2022) · Computers in Human Behavior · doi:10.1016/j.chb.2022.107329 · Cited by 362
Metadata
- Authors
- Verhagen, T., van Nes, J., Feldberg, F., & van Dolen, W.
- Venue
- Journal of Computer-Mediated Communication
- Publisher
- Oxford University Press (OUP)
- Published
- 2014-02-17
- Volume
- 19
- Issue
- 3
- Pages
- 529-545
- ISSN
- 1083-6101 (ISSN-L)
- OpenAlex
- W2091954440
- Cited by
- 403
- References
- 9
- FWCI
- 6.93
- Type
- journal article
- Language
- en
- Open access
- bronze
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- CoChat. (2026). Citation check: Virtual Customer Service Agents: Using Social Presence and Personalization to Shape Online Service Encounters. https://app.cochat.ai/papers/10.1111/jcc4.12066
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- Verhagen, T., van Nes, J., Feldberg, F., & van Dolen, W. (2014). Virtual Customer Service Agents: Using Social Presence and Personalization to Shape Online Service Encounters. Journal of Computer-Mediated Communication. https://doi.org/10.1111/jcc4.12066
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
