Seeking feedback on a research proposal
Hello Everyone,
Making a repost that i did earlier and i have written it myself, as suggested.
I am a current Phd student and i have written a paper for my Marketing class. I want to get some feedback on this.
My paper is about AI chatbots being used in customer service today. My idea is that - if the chatbot has a feature in which the user has an option to get transferred to a human customer service person, it leads to greater customer satisfaction. This relation is mediated by perceived control. If such a feature is available, the user has better perceived control meaning they can get transferred to a human agent, if they feel their questions is not being answered satisfactorily. I also propose that this relation is moderated by task complexity. If the question from customer is complex, human handoff availability should have a stronger effect on perceived control.
I am using the Theory of Planned Behavior and the idea of perceived control within it. This theory states that customer satisfaction is higher when the perceived control in any situation is higher.
I seek some feedback if this is a good idea for research. The model that i proposed, does it look good and the theory i used, does it fit here ?
Appreciate any feedback