Mobile Instant Messaging for Customer Service Interaction - Preparation of a Model-based Approach Exploring Behavioral Intention

Hannes Schimmele, Stephan Schlögl, Aleksander Groth

2017

Abstract

Mobile Instant Messaging (IM) has become a main tool for communicating with friends and family. Recent efforts are now exploring IM use in business-to-customer communication. To this end, particularly customer service settings are given a high priority. A clear understanding of the relevant customer perspective is, however, still missing. Consequently, this paper reports on a study evaluating people's behavioral intention of adopting mobile IM for customer service interaction. We used an integrated research model based on Ajzen's Theory of Planned Behavior (TPB) and Parasuraman's Technology Readiness Index. A total of 154 questionnaires were analyzed. Results indicate only small effects of technology-related personality traits on the cognitive dimensions of the TPB. Concerning TPB-internal relations, Attitude and Subjective Norm were found to have significant influences on Behavioral Intention. In summary, however, the study indicates that people's intention to adopt mobile IM for customer service interaction is only slightly positive.

Paper Citation

in Harvard Style

Schimmele H., Schlögl S. and Groth A. (2017). Mobile Instant Messaging for Customer Service Interaction - Preparation of a Model-based Approach Exploring Behavioral Intention.In Proceedings of the International Conference on Computer-Human Interaction Research and Applications - Volume 1: CHIRA, ISBN 978-989-758-267-7, pages 39-49. DOI: 10.5220/0006490100390049

in Bibtex Style

@conference{chira17,
author={Hannes Schimmele and Stephan Schlögl and Aleksander Groth},
title={Mobile Instant Messaging for Customer Service Interaction - Preparation of a Model-based Approach Exploring Behavioral Intention},
booktitle={Proceedings of the International Conference on Computer-Human Interaction Research and Applications - Volume 1: CHIRA,},
year={2017},
pages={39-49},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0006490100390049},
isbn={978-989-758-267-7},
}

in EndNote Style

TY - CONF

JO - Proceedings of the International Conference on Computer-Human Interaction Research and Applications - Volume 1: CHIRA,
TI - Mobile Instant Messaging for Customer Service Interaction - Preparation of a Model-based Approach Exploring Behavioral Intention
SN - 978-989-758-267-7
AU - Schimmele H.
AU - Schlögl S.
AU - Groth A.
PY - 2017
SP - 39
EP - 49
DO - 10.5220/0006490100390049