Comparing the quality of customer service in 3D virtual worlds to web-based service

Sulin Ba; Dan Ke; Jan Stallaert; Zhongju Zhang

doi:10.1007/978-3-642-29873-8_22

Comparing the quality of customer service in 3D virtual worlds to web-based service

Sulin Ba, Dan Ke, Jan Stallaert, Zhongju Zhang

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution

3 Scopus citations

Abstract

In the Internet era, web-based services have become a convenient alternative to physical customer service interactions. However, lack of face-to-face interaction makes web service communication inefficient. The 3D virtual worlds provide a new platform that offers customer service, where users can communicate "face to face" via their representative avatars. We propose a conceptual model to compare the quality of customer service and users' satisfaction in 3D virtual worlds to that of web-based services. Theories of computer display technology, communication, and psychology are applied to address how a 3D virtual world impacts users' sense of presence, and their perception of customer service quality. We design an experiment in Second Life and set up a mock-up website to collect data in a post-study questionnaire. Structural equation model is adopted as the main methodology to conduct the multiple group analysis.

Original language	English (US)
Title of host publication	E-Life
Subtitle of host publication	Web-Enabled Convergence of Commerce, Work, and Social Life - 10th Workshop on E-Business, WEB 2011, Revised Selected Papers
Publisher	Springer Verlag
Pages	234-247
Number of pages	14
ISBN (Print)	9783642298721
DOIs	https://doi.org/10.1007/978-3-642-29873-8_22
State	Published - 2012
Externally published	Yes
Event	10th Workshop on E-Business on E-Life: Web-Enabled Convergence of Commerce, Work, and Social Life, WEB 2011 - Shanghai, China Duration: Dec 4 2011 → Dec 4 2011

Publication series

Name	Lecture Notes in Business Information Processing
Volume	108 LNBIP
ISSN (Print)	1865-1348

Other

Other	10th Workshop on E-Business on E-Life: Web-Enabled Convergence of Commerce, Work, and Social Life, WEB 2011
Country/Territory	China
City	Shanghai
Period	12/4/11 → 12/4/11

Keywords

3D virtual worlds
Multiple group analysis
Online customer service
Service quality
User satisfaction

ASJC Scopus subject areas

Management Information Systems
Control and Systems Engineering
Business and International Management
Information Systems
Modeling and Simulation
Information Systems and Management

Access to Document

10.1007/978-3-642-29873-8_22

Cite this

Ba, S., Ke, D., Stallaert, J., & Zhang, Z. (2012). Comparing the quality of customer service in 3D virtual worlds to web-based service. In E-Life: Web-Enabled Convergence of Commerce, Work, and Social Life - 10th Workshop on E-Business, WEB 2011, Revised Selected Papers (pp. 234-247). (Lecture Notes in Business Information Processing; Vol. 108 LNBIP). Springer Verlag. https://doi.org/10.1007/978-3-642-29873-8_22

Comparing the quality of customer service in 3D virtual worlds to web-based service. / Ba, Sulin; Ke, Dan; Stallaert, Jan et al.
E-Life: Web-Enabled Convergence of Commerce, Work, and Social Life - 10th Workshop on E-Business, WEB 2011, Revised Selected Papers. Springer Verlag, 2012. p. 234-247 (Lecture Notes in Business Information Processing; Vol. 108 LNBIP).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution

Ba, S, Ke, D, Stallaert, J & Zhang, Z 2012, Comparing the quality of customer service in 3D virtual worlds to web-based service. in E-Life: Web-Enabled Convergence of Commerce, Work, and Social Life - 10th Workshop on E-Business, WEB 2011, Revised Selected Papers. Lecture Notes in Business Information Processing, vol. 108 LNBIP, Springer Verlag, pp. 234-247, 10th Workshop on E-Business on E-Life: Web-Enabled Convergence of Commerce, Work, and Social Life, WEB 2011, Shanghai, China, 12/4/11. https://doi.org/10.1007/978-3-642-29873-8_22

Ba S, Ke D, Stallaert J, Zhang Z. Comparing the quality of customer service in 3D virtual worlds to web-based service. In E-Life: Web-Enabled Convergence of Commerce, Work, and Social Life - 10th Workshop on E-Business, WEB 2011, Revised Selected Papers. Springer Verlag. 2012. p. 234-247. (Lecture Notes in Business Information Processing). doi: 10.1007/978-3-642-29873-8_22

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AB - In the Internet era, web-based services have become a convenient alternative to physical customer service interactions. However, lack of face-to-face interaction makes web service communication inefficient. The 3D virtual worlds provide a new platform that offers customer service, where users can communicate "face to face" via their representative avatars. We propose a conceptual model to compare the quality of customer service and users' satisfaction in 3D virtual worlds to that of web-based services. Theories of computer display technology, communication, and psychology are applied to address how a 3D virtual world impacts users' sense of presence, and their perception of customer service quality. We design an experiment in Second Life and set up a mock-up website to collect data in a post-study questionnaire. Structural equation model is adopted as the main methodology to conduct the multiple group analysis.

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Comparing the quality of customer service in 3D virtual worlds to web-based service

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Keywords

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