Retaining customers by utilizing technology-facilitated chat : Mitigating website anxiety and task complexity
Research output: Journal Publications and Reviews › RGC 21 - Publication in refereed journal › peer-review
Author(s)
Detail(s)
| Original language | English |
|---|---|
| Pages (from-to) | 554-569 |
| Journal / Publication | Information & Management |
| Volume | 53 |
| Issue number | 5 |
| Online published | 7 Jan 2016 |
| Publication status | Published - Jul 2016 |
| Externally published | Yes |
Link(s)
Abstract
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.
Research Area(s)
- Enjoyment, Intention to return, Perceived task complexity, Performance, Social presence, Technology-facilitated chat, Website anxiety
Citation Format(s)
Retaining customers by utilizing technology-facilitated chat: Mitigating website anxiety and task complexity. / Xu, Jingjun(David).
In: Information & Management, Vol. 53, No. 5, 07.2016, p. 554-569.
In: Information & Management, Vol. 53, No. 5, 07.2016, p. 554-569.
Research output: Journal Publications and Reviews › RGC 21 - Publication in refereed journal › peer-review
