… AI or Human customer service, in usage intention, and in task complexity as a boundary …
-solving ability and task complexity in other online customer service contexts across a range …

… we define customer task complexity as customer tasks that … customers use different skills
and perform diverse tasks; identity is the extent to which customers must perform a complete task…

… complexity to job stress. Finally, this study finds that the indirect relation of customer prioritization
to customer service … relation of customer prioritization to customer service performance …

… Similar to the incumbent ratings, the supervisor ratings of subordinate task complexity and
task autonomy also correlated significantly and positively with proactive service performance (…

… Our findings with respect to customer complexity are more nuanced. Self-efficacious … by
complex customer demands and devote extra effort to understanding customers' expectations, …

… Third, this study investigates whether the impact of job complexity on customer orientation …
whose services differ (ie carriers and logistics service intermediaries). We show that customer …

… of task complexity and website anxiety on customer retention. … firm's customer service
employees to interact with customers “… the effects of perceived task complexity on the three factors. …

… routing mechanism based on contact complexity. Upon reaching customer service, the
customer’s profile will be evaluated by a complexity model to determine its complexity score. If the …

… In this study, we draw on the task complexity literature to develop a broad and holistic
model that examines the antecedents and consequences of PWC. Our results provide two …

… necessary to specify more precisely the dimensions of the contingencies of task complexity
and customer needs complexity/variability. For instance, in order to understand the degree of …