A Dyadic Analysis of Media Synchronicity and Task in Live Chat Online Customer Service (LCOCS)
نویسندگان
چکیده
This study investigates the communication process of Live Chat Online Customer Service (LCOCS), an innovative tool delivering real-time help and on-demand assistance to online customers using live chats and co-browsing windows. The purpose of this study is to examine the differential effects of media synchronicity and task type on the performance of dyadic communication in LCOCS. Data have been collected from 362 transcripts of live chat sessions and coding has begun. This study is intended to help researchers understand the particular communication structures within dyadic partners in the context of virtual collaboration. Furthermore, this study aims to help practitioners increase the efficiency and effectiveness of their online support.
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