Video-Conferencing in E-commerce Website: Effect on Perceived Service Quality and Trust

Abstract : This study investigates the effect of the presence of live video support in an e-commerce environment on online trust, perceived customer friendliness and perceived quality of service. Participants were asked to rent a car at a car rental website. They needed to find specific information, which was offered, in the form of live video, pre-recorded video or text. Results showed that presence of live video increases perceived support in finding information, perceived customer friendliness and perceived quality of service.
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Suleman Shahid, Abdullah Al Mahmud, Omar Mubin. Video-Conferencing in E-commerce Website: Effect on Perceived Service Quality and Trust. 15th Human-Computer Interaction (INTERACT), Sep 2015, Bamberg, Germany. pp.616-620, ⟨10.1007/978-3-319-22723-8_74⟩. ⟨hal-01610818⟩

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