FRINK Linked Data Fragments server

Matches in SemOpenAlex for { <https://semopenalex.org/work/W2912321920> ?p ?o ?g. }

• W2912321920 abstract "It is a well-established result in social psychology that when people feel anxious, they seek advice from others. However, increasingly companies that operate in high-anxiety settings (like financial services, health care, and education) are deploying self-service technologies (SSTs), through which anxious customers transact without human contact. The impact of customer anxiety on service relationships is neither well understood, nor consistently factored into service design. In this paper, two laboratory experiments and one field experiment, conducted in financial service contexts, document the negative effects of anxiety on customer choice satisfaction, firm trust, and long-term engagement, and explore the impact of giving self-service consumers the option to interact with a person. Participants engaged in an online investing simulation who are made to feel anxious due to market downturns are less satisfied with their choices and report lower levels of trust in the firm. Providing participants with the opportunity to interact with an expert, or even another participant, dampens anxiety’s negative effects on choice satisfaction and, by extension, firm trust. Interestingly, we find that very few participants who are offered the option to interact with a person take advantage of the opportunity, which is consistent with the idea that it is the mere availability of human contact that mitigates anxiety’s deleterious effects. Finally, in a field experiment conducted with a credit union’s self-service term loan approval process, the incorporation of access to human contact increased customer loan acceptance by 16%, suggesting that access to human contact can improve long-term service engagement." @default.
• W2912321920 created "2019-02-21" @default.
• W2912321920 creator A5011030025 @default.
• W2912321920 creator A5059690626 @default.
• W2912321920 date "2019-01-01" @default.
• W2912321920 modified "2023-09-30" @default.
• W2912321920 title "Mitigating the Negative Effects of Customer Anxiety through Access to Human Contact" @default.
• W2912321920 cites W1523107965 @default.
• W2912321920 cites W1942133575 @default.
• W2912321920 cites W1974727520 @default.
• W2912321920 cites W1982625943 @default.
• W2912321920 cites W1990642712 @default.
• W2912321920 cites W2004096206 @default.
• W2912321920 cites W2010591119 @default.
• W2912321920 cites W2014124672 @default.
• W2912321920 cites W2023669794 @default.
• W2912321920 cites W2029483732 @default.
• W2912321920 cites W2031253489 @default.
• W2912321920 cites W2035546400 @default.
• W2912321920 cites W2042113379 @default.
• W2912321920 cites W2044197959 @default.
• W2912321920 cites W2046669440 @default.
• W2912321920 cites W2068563940 @default.
• W2912321920 cites W2072379725 @default.
• W2912321920 cites W2076056202 @default.
• W2912321920 cites W2080743918 @default.
• W2912321920 cites W2081594505 @default.
• W2912321920 cites W2082769179 @default.
• W2912321920 cites W2099499093 @default.
• W2912321920 cites W2103053251 @default.
• W2912321920 cites W2105938655 @default.
• W2912321920 cites W2106798069 @default.
• W2912321920 cites W2110996350 @default.
• W2912321920 cites W2111297539 @default.
• W2912321920 cites W2112872693 @default.
• W2912321920 cites W2112995663 @default.
• W2912321920 cites W2114142752 @default.
• W2912321920 cites W2125700060 @default.
• W2912321920 cites W2135273139 @default.
• W2912321920 cites W2135567766 @default.
• W2912321920 cites W2137193972 @default.
• W2912321920 cites W2137373114 @default.
• W2912321920 cites W2137421301 @default.
• W2912321920 cites W2145109286 @default.
• W2912321920 cites W2145825528 @default.
• W2912321920 cites W2147011732 @default.
• W2912321920 cites W2147694558 @default.
• W2912321920 cites W2148271179 @default.
• W2912321920 cites W2150526511 @default.
• W2912321920 cites W2150563888 @default.
• W2912321920 cites W2154705817 @default.
• W2912321920 cites W2154886019 @default.
• W2912321920 cites W2161100273 @default.
• W2912321920 cites W2165398424 @default.
• W2912321920 cites W2371165918 @default.
• W2912321920 cites W3121253179 @default.
• W2912321920 cites W3122047221 @default.
• W2912321920 cites W3122207079 @default.
• W2912321920 cites W3122934203 @default.
• W2912321920 cites W3123171509 @default.
• W2912321920 cites W3123921355 @default.
• W2912321920 cites W3124427380 @default.
• W2912321920 cites W3124963353 @default.
• W2912321920 cites W3125727143 @default.
• W2912321920 cites W3125893568 @default.
• W2912321920 cites W4212838134 @default.
• W2912321920 cites W4234702384 @default.
• W2912321920 cites W4236625609 @default.
• W2912321920 cites W4246254624 @default.
• W2912321920 cites W4253262538 @default.
• W2912321920 doi "https://doi.org/10.2139/ssrn.3328971" @default.
• W2912321920 hasPublicationYear "2019" @default.
• W2912321920 type Work @default.
• W2912321920 sameAs 2912321920 @default.
• W2912321920 citedByCount "6" @default.
• W2912321920 countsByYear W29123219202019 @default.
• W2912321920 countsByYear W29123219202020 @default.
• W2912321920 countsByYear W29123219202021 @default.
• W2912321920 countsByYear W29123219202022 @default.
• W2912321920 crossrefType "journal-article" @default.
• W2912321920 hasAuthorship W2912321920A5011030025 @default.
• W2912321920 hasAuthorship W2912321920A5059690626 @default.
• W2912321920 hasConcept C118552586 @default.
• W2912321920 hasConcept C144133560 @default.
• W2912321920 hasConcept C15744967 @default.
• W2912321920 hasConcept C162853370 @default.
• W2912321920 hasConcept C180747234 @default.
• W2912321920 hasConcept C558461103 @default.
• W2912321920 hasConcept C77805123 @default.
• W2912321920 hasConceptScore W2912321920C118552586 @default.
• W2912321920 hasConceptScore W2912321920C144133560 @default.
• W2912321920 hasConceptScore W2912321920C15744967 @default.
• W2912321920 hasConceptScore W2912321920C162853370 @default.
• W2912321920 hasConceptScore W2912321920C180747234 @default.
• W2912321920 hasConceptScore W2912321920C558461103 @default.
• W2912321920 hasConceptScore W2912321920C77805123 @default.
• W2912321920 hasLocation W29123219201 @default.
• W2912321920 hasOpenAccess W2912321920 @default.
• W2912321920 hasPrimaryLocation W29123219201 @default.
• W2912321920 hasRelatedWork W1981237115 @default.

• next