The DOI matches its Crossref record; 11 of the 11 references it cites were found in a registry or an index.
Return on Interactivity: The Impact of Online Agents on Newcomer Adjustment
Abstract
As service offerings grow in both range and complexity, how service providers and their customers interact is becoming increasingly important. In response to the challenge of optimizing these interactions, companies have introduced sophisticated online “socialization agents,” whose purpose is to help new customers more effectively adjust to and function within the service environment. The objective of these online agents, or virtual employees, is to help customers evaluate new or unfamiliar service offerings, as well as help companies achieve greater levels of service delivery and financial performance. To investigate this, the authors analyze the process by which online agents help both new and current customers adjust to and function within new, unfamiliar, or complex service contexts. They examine the impact of an online agent on account performance in the banking industry. They find that both interaction style and content of the online agent significantly influence the newcomer adjustment process over time, which in turn influences firm-level performance.
Overview
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Integrity signals
Registry
Cites
Statistics
Verification
Claims the paper makes
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Self-check
Percentages, sums and reported differences re-computed from the paper’s own numbers.
The self-check needs the paper’s full text.
Citations
Cites
Mediation in experimental and nonexperimental studies: New procedures and recommendations.
Shrout, P. E., & Bolger, N. (2002) · Psychological Methods · doi:10.1037/1082-989x.7.4.422 · Cited by 11,335
Social Exchange Theory: An Interdisciplinary Review
Cropanzano, R., & Mitchell, M. S. (2005) · Journal of Management · doi:10.1177/0149206305279602 · Cited by 10,068
Modern Methods for Business Research
(1998) · doi:10.4324/9781410604385 · Cited by 6,534
Chin, W. W., Marcolin, B. L., & Newsted, P. R. (2003) · Information Systems Research · doi:10.1287/isre.14.2.189.16018 · Cited by 6,479
Wetzels, M., Odekerken-Schröder, G., & van Oppen, C. (2009) · MIS Quarterly · doi:10.2307/20650284 · Cited by 4,944
Self-citationProactive Behavior in Organizations
Crant, J. M. (2000) · Journal of Management · doi:10.1177/014920630002600304 · Cited by 2,701
A Role Theory Perspective on Dyadic Interactions: The Service Encounter
Solomon, M. R., Surprenant, C., Czepiel, J. A., & Gutman, E. G. (1985) · Journal of Marketing · doi:10.2307/1251180 · Cited by 2,004 · cited 1×
“Prior research examining interpersonal communications has viewed dyadic interaction as comprising two dimensions— namely, content and style (Solomon et al. 1985).”
BackgroundAdaptability in the workplace: Development of a taxonomy of adaptive performance.
Pulakos, E. D., Arad, S., Donovan, M. A., & Plamondon, K. E. (2000) · Journal of Applied Psychology · doi:10.1037//0021-9010.85.4.612 · Cited by 1,891
Iacobucci, D., Saldanha, N., & Deng, X. (2007) · Journal of Consumer Psychology · doi:10.1016/s1057-7408(07)70020-7 · Cited by 1,362
Should we delight the customer?
Rust, R. T., & Oliver, R. L. (2000) · Journal of the Academy of Marketing Science · doi:10.1177/0092070300281008 · Cited by 712
Can a Retail Web Site Be Social?
Wang, L. C., Baker, J., Wagner, J. A., & Wakefield, K. (2007) · Journal of Marketing · doi:10.1509/jmkg.71.3.143 · Cited by 672
Cited by
Luo, X., Tong, S., Fang, Z., & Qu, Z. (2019) · Marketing Science · doi:10.1287/mksc.2019.1192 · Cited by 1,262
An 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
The Service Revolution and the Transformation of Marketing Science
Rust, R. T., & Huang, M.-H. (2014) · Marketing Science · doi:10.1287/mksc.2013.0836 · Cited by 578
Unstructured data in marketing
Balducci, B., & Marinova, D. (2018) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-018-0581-x · Cited by 300
How may I help you? Driving brand engagement through the warmth of an initial chatbot message
Kull, A. J., Romero, M., & Monahan, L. (2021) · Journal of Business Research · doi:10.1016/j.jbusres.2021.03.005 · Cited by 237
Metadata
- Authors
- Köhler, C. F., Rohm, A. J., de Ruyter, K., & Wetzels, M.
- Venue
- Journal of Marketing
- Publisher
- SAGE Publications
- Published
- 2011-03
- Volume
- 75
- Issue
- 2
- Pages
- 93-108
- ISSN
- 0022-2429 (ISSN-L)
- 1547-7185
- OpenAlex
- W4249810354
- Cited by
- 224
- References
- 11
- FWCI
- 6.80
- Type
- journal article
- Language
- en
- Open access
- closed
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
Are you an author, or do you see a problem with this page? Request a review
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.
