Customers’ online service encounter satisfaction with chatbots: interaction effects of language style and decision-making journey stage

Abstract

Purpose

This study aims to examine the interaction effects of chatbots’ language style and customers’ decision-making journey stage on customer’s service encounter satisfaction and the mediating role of customer perception of emotional support and informational support using the construal level theory and social support theory as conceptual frameworks.

Design/methodology/approach

This study used a scenario-based experiment with a 2 (chatbot’s language style: abstract language vs concrete language) × 2 (decision-making journey stage: informational stage vs transactional stage) between-subjects design.

Findings

Findings show that during the informational stage, chatbots that use abstract language style exert a strong influence on service encounter satisfaction through emotional support. During the transactional stage, chatbots that use concrete language style exert a strong impact on service encounter satisfaction through informational support.

Practical implications

Findings provide some suggestions for improving customer–chatbot interaction quality during online service encounters.

Originality/value

This study offers a novel perspective on customer interaction experience with chatbots by investigating the chatbot’s language styles at different decision-making journey stages.

Citation

Huang, Y. and Gursoy, D. (2024), "Customers’ online service encounter satisfaction with chatbots: interaction effects of language style and decision-making journey stage", International Journal of Contemporary Hospitality Management, Vol. 36 No. 12, pp. 4074-4091. https://doi.org/10.1108/IJCHM-11-2023-1800