Humanization CRM

The influence of a virtual agent on web-users’ desire to visit the company: The case of restaurant’s website.

Start & End Date

01/01/2010 → 30/06/2011

Main Applicant

Etemad-Sajadi, R., EHL Hospitality Business School

Project Description

Online real-time interactivity has been increased by the use of avatars. We also investigated the antecedents of online real-time interactivity by focusing on trust, emotional appeal, and social presence. Web-users' desire to have a concrete experience with a firm after experiencing its web site.

Scientific Output

Etemad-Sajadi, R. (2014). The influence of a virtual agent on web-users' desire to visit the company: The case of a restaurant's website. International Journal of Quality & Reliability Management, 31(4), 419–434. https://doi.org/10.1108/IJQRM-05-2013-0077