The aim of this study was to empirically test a model of antecedents and consequences of customers’ satisfaction with interactive voice response (IVR). IVR is a commonplace selfservice technology, yet it has seldom been the focus of academic research. As customers’ frustration with IVR is apparent, understanding how customers evaluate IVR and their subsequent behavioural intentions is important. Findings of a study of Australian Football League members who were users of its IVR system indicated that customer satisfaction resulted when it was easy to use, offered fast service and provided customers with feelings of control. Overall satisfaction with the IVR system was related to customers’ intentions to reuse it and their t...
The following technological trends have occurred in parallel and together positioned and enabled the...
Voice-based AI systems are gradually deployed to replace traditional interactive voice response syst...
Purpose – The main purpose of the study is to examine the relationships between e-listening and cust...
Purpose Our study examines the influence of different self-service technologies (SSTs) on customer ...
Consumer dissatisfaction with self-service technologies (SSTs) has become prevalent. Although consum...
Interactive Voice Response system (IVR system) is the self service technology which provides the rou...
In summer 2015, we conducted an exploratory study of how people in the U.S. use and respond to robot...
People around the world who seek to interact with large organisations increasingly find they must do...
In summer 2015, we conducted an exploratory study of how people in the U.S. use and respond to robot...
Typically, the penetration of interactive voice response systems (IVRs) is described as being very h...
Title: Artificial Intelligence in Customer Interactions: A Study on Customers' Perceptionsregarding ...
Consumers’ choice of channel to communicate complaints, following the decision to voice to the...
Recent and continuing improvements in voice recognition and voice response technology have provide...
In today's increasingly competitive retail banking environment, banks are faced with the challenge o...
Self-service technologies (SSTs) such as ATMs, automated hotel checkout, and banking by telephone ar...
The following technological trends have occurred in parallel and together positioned and enabled the...
Voice-based AI systems are gradually deployed to replace traditional interactive voice response syst...
Purpose – The main purpose of the study is to examine the relationships between e-listening and cust...
Purpose Our study examines the influence of different self-service technologies (SSTs) on customer ...
Consumer dissatisfaction with self-service technologies (SSTs) has become prevalent. Although consum...
Interactive Voice Response system (IVR system) is the self service technology which provides the rou...
In summer 2015, we conducted an exploratory study of how people in the U.S. use and respond to robot...
People around the world who seek to interact with large organisations increasingly find they must do...
In summer 2015, we conducted an exploratory study of how people in the U.S. use and respond to robot...
Typically, the penetration of interactive voice response systems (IVRs) is described as being very h...
Title: Artificial Intelligence in Customer Interactions: A Study on Customers' Perceptionsregarding ...
Consumers’ choice of channel to communicate complaints, following the decision to voice to the...
Recent and continuing improvements in voice recognition and voice response technology have provide...
In today's increasingly competitive retail banking environment, banks are faced with the challenge o...
Self-service technologies (SSTs) such as ATMs, automated hotel checkout, and banking by telephone ar...
The following technological trends have occurred in parallel and together positioned and enabled the...
Voice-based AI systems are gradually deployed to replace traditional interactive voice response syst...
Purpose – The main purpose of the study is to examine the relationships between e-listening and cust...