International Journal For Multidisciplinary Research

E-ISSN: 2582-2160   •   Impact Factor: 9.24

A Widely Indexed Open Access Peer Reviewed Multidisciplinary Bi-monthly Scholarly International Journal

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Volume 8 Issue 1
January-February 2026

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Exploring the Politeness Experience of Intelligent Customer Service on Travel E‑commerce Platforms from a Sustainability Perspective

Author(s) Dr. I-Ching Chen, Miss Jingwen Lu
Country China
Abstract In the context of rapid digital economic growth, travel e commerce platforms have become essential to modern tourism, and their sustainability depends not only on economic performance but also on social trust and environmental responsibility. Existing studies focus mainly on platforms’ social and environmental impacts and rarely examine operational sustainability, especially intelligent customer service as a key user touchpoint. This study examines customer experience to analyze how negative interactions with intelligent customer service affect platform sustainability. Using the critical incident technique (CIT), 347 dissatisfied service incidents were collected and analyzed, revealing six core problems. User complaints concentrate on inadequate problem solving and poor handovers to human agents, causing transaction loss and higher operating costs that harm economic sustainability, eroding trust and widening the digital divide that threaten social sustainability, and increasing digital carbon footprints while missing opportunities to promote green consumption, constraining environmental sustainability. The study links microservice failures to macro sustainability and proposes a multi level collaborative governance framework for practice and theory.
Keywords Travel E-commerce Platforms, Sustainable Development, Intelligent Customer Service, Critical Incident Technique, E-commerce Politeness, Customer Experience Perception
Field Business Administration
Published In Volume 8, Issue 1, January-February 2026
Published On 2026-01-04
DOI https://doi.org/10.36948/ijfmr.2026.v08i01.60765
Short DOI https://doi.org/hbhshc
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E-ISSN 2582-2160
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