Customer needs and providing related product information to customers and its impact on satisfaction

In the service encounter, the employee must often encourage customer self-disclosure (i.e., revealing of personal Self-disclosure information) to be able to match the customer’s needs with what the firm has to offer. This study uses an Service encounters experimental approach to manipulate employee encouragement of self-disclosure (low vs. high) to explore its Customer Artificial Virtual agents intelligence satisfaction impact tomization, on the employee customer. effort, It was own found effort, that privacy encouraging concerns, self-disclosure and employee enhanced humanness, customer and that perceptions these responses of cusinfluenced customer satisfaction. In addition, because many firms are beginning to replace human employees with various forms of virtual agents (and it has been argued that we humans may find it less threatening to self- disclose to such agents), the identity of the employee (virtual agent vs. human employee) was manipulated, too.

Keywords:

Customer , providing , related product , information