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 proceedingConference 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 languageEnglish (US)
Title of host publicationE-Life
Subtitle of host publicationWeb-Enabled Convergence of Commerce, Work, and Social Life - 10th Workshop on E-Business, WEB 2011, Revised Selected Papers
PublisherSpringer Verlag
Pages234-247
Number of pages14
ISBN (Print)9783642298721
DOIs
StatePublished - Jan 1 2012
Externally publishedYes
Event10th Workshop on E-Business on E-Life: Web-Enabled Convergence of Commerce, Work, and Social Life, WEB 2011 - Shanghai, China
Duration: Dec 4 2011Dec 4 2011

Publication series

NameLecture Notes in Business Information Processing
Volume108 LNBIP
ISSN (Print)1865-1348

Other

Other10th Workshop on E-Business on E-Life: Web-Enabled Convergence of Commerce, Work, and Social Life, WEB 2011
CountryChina
CityShanghai
Period12/4/1112/4/11

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

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  • 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