Virtual customer service agents: Using social presence and personalization to shape online service encounters

T. Verhagen, J. van Nes, J.F.M. Feldberg, W.M. van Dolen

Research output: Working paperProfessional

Original languageEnglish
Place of PublicationAmsterdam
PublisherFEWEB VU University
Number of pages48
Publication statusPublished - 2011

Publication series

NameResearch Memorandum
No.2011-10

Cite this

Verhagen, T., van Nes, J., Feldberg, J. F. M., & van Dolen, W. M. (2011). Virtual customer service agents: Using social presence and personalization to shape online service encounters. (Research Memorandum; No. 2011-10). Amsterdam: FEWEB VU University.
Verhagen, T. ; van Nes, J. ; Feldberg, J.F.M. ; van Dolen, W.M. / Virtual customer service agents: Using social presence and personalization to shape online service encounters. Amsterdam : FEWEB VU University, 2011. (Research Memorandum; 2011-10).
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Verhagen, T, van Nes, J, Feldberg, JFM & van Dolen, WM 2011 'Virtual customer service agents: Using social presence and personalization to shape online service encounters' Research Memorandum, no. 2011-10, FEWEB VU University, Amsterdam.

Virtual customer service agents: Using social presence and personalization to shape online service encounters. / Verhagen, T.; van Nes, J.; Feldberg, J.F.M.; van Dolen, W.M.

Amsterdam : FEWEB VU University, 2011. (Research Memorandum; No. 2011-10).

Research output: Working paperProfessional

TY - UNPB

T1 - Virtual customer service agents: Using social presence and personalization to shape online service encounters

AU - Verhagen, T.

AU - van Nes, J.

AU - Feldberg, J.F.M.

AU - van Dolen, W.M.

PY - 2011

Y1 - 2011

M3 - Working paper

T3 - Research Memorandum

BT - Virtual customer service agents: Using social presence and personalization to shape online service encounters

PB - FEWEB VU University

CY - Amsterdam

ER -

Verhagen T, van Nes J, Feldberg JFM, van Dolen WM. Virtual customer service agents: Using social presence and personalization to shape online service encounters. Amsterdam: FEWEB VU University. 2011. (Research Memorandum; 2011-10).