The power of identity cues in text-based customer service: Evidence from Twitter
Text-based customer service is emerging as an important channel through which companies can assist customers. However, the use of few identity cues may cause customers to feel limited social presence and even suspect the human identity of agents, especially in the current age of advanced algorithms....
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| Main Authors: | , , |
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| Format: | text |
| Language: | English |
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Institutional Knowledge at Singapore Management University
2023
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| Subjects: | |
| Online Access: | https://ink.library.smu.edu.sg/sis_research/9315 https://ink.library.smu.edu.sg/context/sis_research/article/10315/viewcontent/03_RA_10.25300_MISQ_2022_17366_pv.pdf |
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| Institution: | Singapore Management University |
| Language: | English |