Understanding the antecedents and consequences of live-chat use in e-commerce context

Research output: Chapters, Conference Papers, Creative and Literary Works (RGC: 12, 32, 41, 45)32_Refereed conference paper (with ISBN/ISSN)Not applicablepeer-review

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Detail(s)

Original languageEnglish
Title of host publicationHCI in Business
Subtitle of host publicationFirst International Conference, HCIB 2014, Held as Part of HCI International 2014, Proceedings
PublisherSpringer Verlag
Pages504-515
Volume8527 LNCS
ISBN (Print)9783319072920
StatePublished - 2014

Publication series

NameLecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volume8527 LNCS
ISSN (Print)0302-9743
ISSN (Electronic)1611-3349

Conference

Title1st International Conference on HCI in Business, HCIB 2014 - Held as Part of 16th International Conference on Human-Computer Interaction, HCI International 2014
PlaceGreece
CityHeraklion, Crete
Period22 - 27 June 2014

Abstract

Online shopping has progressed from having consumers passively browse through web pages of products to having them proactively engage in communication dialogs with product sellers via Live-Chat. Through Live-Chat, consumers can directly contact the sellers and inquire about their products of interest. This study extends the conceptual framework of motivation, opportunity, and ability (MOA) to understand the antecedents and consequences of Live-Chat usage in consumers' online shopping process. Our survey involving 222 online consumers validated the proposed conceptual model and confirmed most of our assumptions. For antecedents, we found that MOA factors generally influence the Live-Chat usage of consumers in their shopping process. Specifically, perceived information asymmetry, fears of seller opportunism and perceived personal expertise have strong positive effects on Live-Chat usage. For consequences, Live-Chat usage positively affects consumers' perceived interactivity, thereby reducing their uncertainty in transaction. Our findings contribute to the understanding of real-time communication technology in specific and digital service for e-commerce in general. © 2014 Springer International Publishing.

Research Area(s)

  • E-Commerce, Live-Chat, Motivation-Opportunity-Ability Framework

Citation Format(s)

Understanding the antecedents and consequences of live-chat use in e-commerce context. / Kang, Lele; Wang, Xiang; Tan, Chuan-Hoo; Zhao, J. Leon.

HCI in Business: First International Conference, HCIB 2014, Held as Part of HCI International 2014, Proceedings. Vol. 8527 LNCS Springer Verlag, 2014. p. 504-515 (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); Vol. 8527 LNCS).

Research output: Chapters, Conference Papers, Creative and Literary Works (RGC: 12, 32, 41, 45)32_Refereed conference paper (with ISBN/ISSN)Not applicablepeer-review