Solitary
Interactive
Asynchronous
Synchronous
A model of web based customer service
Visiting alone
Responses arrive later
Low social presence
Others are present
Responses arrive later
High social presence
Visiting alone
Responses arrive immediately
Low social presence
Others are present
Responses arrive immediately
High social presence
II. Using web-based customer service
| Previous slide | Next slide | Back to first slide | View graphic version |