出版社：International Association for Computer Information Systems
摘要：Information technology mediated customer service is a reality of the 21st century. Getting to speak to a human whileseeking customer service is getting harder and harder to do. This paper looks at various types of retail purchasingand attempts to assess the relative effectiveness of three types of customer service delivery. These are in store and inperson, through a computer or mobile device, and by telephone. Results suggest that companies should review theirstrategies for customer service and adjust their rate of IT mediated customer service to more closely match customerwillingness to embrace these changes.
关键词：Customer service technology; customer service metrics; retail self-service checkout; chatter bots;electronic shopping; electronic payment; point of sale systems.
