Concepedia

Conversational Customer Interaction

Conversational Customer Interaction is a customer engagement framework within Customer Interaction Management that facilitates bidirectional, dialogue-based exchanges between organizations and customers through natural language interfaces to support service delivery, problem resolution, and relationship building.

59

Publications

3.9K

Citations

181

Authors

104

Institutions

Publications per year

2017–2026

39

Parents

Publications

59

Social Media and Customer Dialog Management at Starbucks.

John Gallaugher, Sam Ransbotham · MIS Quarterly Executive · 2010 · 495 citations

, , +11

“In A.I. we trust?” The effects of parasocial interaction and technopian versus luddite ideological views on chatbot-based customer relationship management in the emerging “feeling economy”

Seounmi Youn, Seung‐A Annie Jin · Computers in Human Behavior · 2021 · 290 citations

, , +16

The dark side of AI-powered service interactions: exploring the process of co-destruction from the customer perspective

Daniela Castillo, Ana Isabel Canhoto, Emanuel Said · Service Industries Journal · 2020 · 254 citations · Full text

, , +17

Online Consumer Trust and Live Help Interfaces: The Effects of Text-to-Speech Voice and Three-Dimensional Avatars

Lingyun Qiu, Izak Benbasat · International Journal of Human-Computer Interaction · 2005 · 226 citations

, , +17

Customer involvement in new service development: a conversational approach

Anders Lundkvist, Ali Yakhlef · Managing Service Quality · 2004 · 187 citations

, , +11

1–5 of 59

Authors

181

  1. CF
    Carla Ferraro

    Swinburne University of Technology, Australia

    2 publications · 272 citations

    2

    h-index

  2. HT
    Hironori Takeuchi

    IBM Research - Tokyo, Japan

    2 publications · 47 citations

    2

    h-index

  3. KH
    Kim Harris

    University of Liverpool, United Kingdom

    2 publications · 214 citations

    2

    h-index

  4. LV
    L. Venkata Subramaniam

    IBM Research - India, India

    2 publications · 47 citations

    2

    h-index

  5. CC
    Colin Campbell

    Swinburne University of Technology, Australia

    2 publications · 272 citations

    2

    h-index

1–5 of 181

Institutions

104

  1. University of Salerno

    Fisciano, Italy

    2 h-index

    3 publications

    92 citations

  2. IBM Research - Tokyo

    Tokyo, Japan

    2 h-index

    4 publications

    94 citations

  3. Swinburne University of Technology

    Melbourne, Australia

    2 h-index

    5 publications

    657 citations

  4. IBM (United States)

    Armonk, United States

    2 h-index

    6 publications

    122 citations

  5. IBM Research - India

    New Delhi, India

    2 h-index

    5 publications

    108 citations

  6. University of San Diego

    San Diego, United States

    2 h-index

    2 publications

    272 citations

  7. University of Jordan

    Amman, Jordan

    2 h-index

    6 publications

    74 citations

  8. Institut Manajemen Koperasi Indonesia

    Sumedang Utara, Indonesia

    1 h-index

    1 publications

    24 citations

1–8 of 104

Venues

  1. Journal of the Association for Information Systems

    JAIS · 3 publications · 110 citations

    3

    h-index

  2. Psychology and Marketing

    3 publications · 229 citations

    3

    h-index

  3. Journal of Research in Interactive Marketing

    2 publications · 116 citations

    2

    h-index

  4. Computers in Human Behavior

    2 publications · 308 citations

    2

    h-index

  5. Journal of service management

    2 publications · 181 citations

    2

    h-index

1–5