How interjections increase customer satisfaction, purchase intent and loyalty
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Benjamin Sheehan Thesis
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Available under License Creative Commons Attribution Non-commercial No Derivatives 4.0. |
Description
This research suggests that interjections e.g., “wow”, “aww”, and “hmm”, shape consumer attitudes and behaviours. Seven experiments demonstrate that consumers are more satisfied, willing to purchase, and loyal when service agents (human or chatbot) use interjections. Consumers respond positively to interjections because they feel listened to, feel the agent is in a positive mood, and feel the agent is human. The effect holds across a range of contexts and stages of the purchasing process. The findings shed light on a range of psychological processes while providing a straightforward means of enhancing satisfaction, purchase intent, and loyalty.
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| ID Code: | 232832 |
|---|---|
| Item Type: | QUT Thesis (PhD) |
| Supervisor: | Jin, HS & Martin, Brett |
| Keywords: | Interjections, Customer Satisfaction, Chatbots, Perceived Listening, Anthropomorphism, Purchase Intent, Artificial Conversational Entities, Perceived Humanness |
| DOI: | 10.5204/thesis.eprints.232832 |
| Divisions: | Current > QUT Faculties and Divisions > Faculty of Business & Law Current > Schools > School of Advertising, Marketing & Public Relations |
| Institution: | Queensland University of Technology |
| Deposited On: | 05 Aug 2022 03:36 |
| Last Modified: | 05 Aug 2022 03:36 |
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