Live chat e-service provides a communication platform for online customers to make information inquiries and receive instantaneous assistance from a service representative. It is important for organizations to explore ways to improve their live chat e-service. The purpose of this paper is to propose a new organization–customer communication model (Schema Resonance Model), explicate how schema resonance can be achieved in live chat e-service, and investigate the impact of schema resonance on live chat e-service effectiveness, efficiency, customer satisfaction and intention of continued use.,A post-test only, between-subjects experiment was conducted. A total of 409 participants completed the experiment sessions, and 389 of these participants were used in the analysis.,Research results suggest schema resonance could improve the time efficiency of the live chat e-service while maintaining e-service effectiveness. Schema resonance could increase customer satisfaction with the overall e-service, the communication approach used by the representative and the information provided.,Because a convenience sample was used in the experiment, results cannot be generalized to all live chat e-service users. Future research should include observation of real-world organization–customer live chat e-service sessions.,Organizations can consider applying the Schema Resonance Model in live chat e-service practices to enhance customer satisfaction and increase representatives’ service productivity.,This research proposes and tests a new organization–customer communication model to explore how organizations can improve live chat e-service in response to customers’ information inquiries.

中文翻译：

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在在线聊天电子服务中应用模式共振模型

实时聊天电子服务为在线客户提供了一个交流平台，使他们可以查询信息并获得服务代表的即时帮助。对于组织而言，探索改善其实时聊天电子服务的方法很重要。本文的目的是提出一种新的组织-客户沟通模型（Schema Resonance Model），阐述如何在实时聊天电子服务中实现模式共鸣，并研究模式共鸣对实时聊天电子服务有效性的影响，效率，客户满意度和继续使用的意图。仅进行了事后测试，对象间实验。共有409位参与者完成了实验会话，其中有389位参与者用于了分析。研究结果表明，模式共振可以在保持电子服务有效性的同时提高实时聊天电子服务的时间效率。模式共鸣可以提高客户对整体电子服务，代表使用的沟通方式以及所提供信息的满意度。由于实验中使用了便利样本，因此结果无法推广到所有实时聊天电子服务用户。未来的研究应该包括观察现实世界中的组织-客户实时聊天电子服务会话。组织可以考虑将Schema Resonance Model应用到实时聊天电子服务实践中，以提高客户满意度并提高代表的服务效率。