Title: Customer Communication Usability Study
Principal Investigator: Dr. Likoebe Maruping
Student Principal Investigator: Oluwasegun Solaja
You are being asked to take part in a research study. If you decide to take part, you will read a short scenario describing a situation you are asked to imagine yourself in, and then interact with a simulated online chat related to that scenario. Afterward, you will complete a questionnaire about your experience, thoughts, and feelings during the interaction.
Some details about the specific purpose of this study will not be described until after you finish, because knowing them in advance could affect how you respond and would compromise the research. A full explanation will be provided immediately after you complete the study, and you will then have the option to withdraw your responses from the research record if you wish.
The study will be completed online and will take approximately 15 to 20 minutes. You must be 18 years of age or older to take part.
Your participation in this study is completely voluntary. You may choose not to answer any question, and you may stop participating at any time without penalty. Your decision will not affect your standing with your university in any way.
Your responses will be kept confidential. No personally identifying information will be included in any publication or presentation. Data will be stored on a secure, password-protected system accessible only to the research team.
The scenario you will read describes a frustrating situation that some people find mildly upsetting to imagine. You may experience brief feelings of irritation or frustration as part of engaging with the study. These feelings are a normal and expected part of the study and should not persist beyond the study session.
There are no direct personal benefits to you for participating. This research may help organizations better understand how customers respond to AI-powered and human customer service, particularly following a frustrating experience.
Dr. Likoebe Maruping (lmaruping@gsu.edu) or Oluwasegun Solaja (osolaja1@student.gsu.edu). For questions about your rights as a research participant, contact the Georgia State University IRB at irb@gsu.edu or 404-413-3500.