Frustrated Incorporated: An Exploration of the Inhibitors of IT-Mediated Customer Service
Bibliographic record
Abstract
There has been a great deal of focus on the customer service provided online and its impact upon customer satisfaction and loyalty.Such IT-mediated customer service (ITMCS) is an important research topic because IT may be the sole link between a company and its customers and the only means by which a company can differentiate itself from the competition.While the research attention has focused on what facilitates online service, little attention has been given to what inhibits such service.It will be argued that this lapse misses potentially important e-business factors that will drive customers away, rather than towards, an online business channel.For example, web advertisement has become increasing intrusive and frustrating through the use of "pop-under" browser windows.This study investigated the specific website attributes that lead to frustrated, disgruntled and dissatisfied customers.We will provide the results of a qualitative study of 36 e-Commerce consumers, a preliminary typology of ITMCS inhibitors, and the potential behavioral responses to the presence of those inhibitors.Emotions were used as a key construct to assist in the discovering of these service inhibitors and the study found that frustration is a very common experience for online customers.The results of this study are intended to guide further theoretical development and empirical testing of ITMCS inhibitors and their consequences.
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How this classification was reachedexpand
Full frame distilled prediction
Teacher imitationNot calibrated prevalence, not ground truth. Human validation pending. Learned from the 10,348 direct Codex labels and 10,348 direct Gemma labels. Candidate is the union of thresholded teacher heads; consensus is their intersection. These outputs are machine_predicted_unvalidated and are not human labels or direct frontier model labels.
Codex and Gemma teacher scores by category
| Category | Codex | Gemma |
|---|---|---|
| Metaresearch | 0.006 | 0.006 |
| Meta-epidemiology (narrow) | 0.000 | 0.000 |
| Meta-epidemiology (broad) | 0.000 | 0.000 |
| Bibliometrics | 0.000 | 0.001 |
| Science and technology studies | 0.000 | 0.000 |
| Scholarly communication | 0.000 | 0.003 |
| Open science | 0.000 | 0.000 |
| Research integrity | 0.000 | 0.000 |
| Insufficient payload (model declined to judge) | 0.000 | 0.000 |
Machine scores (provisional)
The two teacher heads of the student model, read on this work. A score orders the frame for review; it never asserts a category, and the validation status ships verbatim with every row.
Baseline scores from an immature model (maturity gate not passed, 7 training rounds). Scores rank; they never assert a category.
score_only:v0-immature-baseline · verbatim from the scoring run: score_only means the number may rank works, and no category label ships from itClassification
machine, unvalidatedMachine predicted; a candidate call from one teacher head, not a consensus.
How this classification was reached, model by model and score by score, is at the end of the page under "How this classification was reached".