| Item Type |
Journal paper
|
| Abstract |
Voice-based interfaces provide new opportunities for firms to interact with consumers along the customer journey. The current work demonstrates across four studies that voice-based (as opposed to text-based) interfaces promote more flow-like user experiences, resulting in more positively-valenced service experiences, and ultimately more favorable behavioral firm outcomes (i.e., contract renewal, conversion rates, and consumer sentiment). Moreover, we also provide evidence for two important boundary conditions that reduce such flow-like user experiences in voice-based interfaces (i.e., semantic disfluency and the amount of conversational turns). The findings of this research highlight how fundamental theories of human communication can be harnessed to create more experiential service experiences with positive downstream consequences for consumers and firms. These findings have important practical implications for firms that aim at leveraging the potential of voice-based interfaces to improve consumers' service experiences and the theory-driven ''conversational design'' of voice-based interfaces. |
| Authors |
Zierau, Naim; Hildebrand, Christian Alexander; Bergner, Anouk Samantha; Busquet I Segui, Francesc; Schmitt, Anuschka & Leimeister, Jan Marco |
| Research Team |
IWI6 |
| Journal or Publication Title |
Journal of the Academy of Marketing Science (JAMS) |
| Language |
English |
| Keywords |
Artificial intelligence, Flow, Media richness, Natural language_processing, Service research, Speech interaction, Voice-based interface |
| Subjects |
information management |
| HSG Classification |
contribution to scientific community |
| Refereed |
Yes |
| Date |
21 June 2022 |
| Number of Pages |
20 |
| ISSN |
0092-0703 |
| Publisher DOI |
https://doi.org/10.1007/s11747-022-00868-5 |
| Official URL |
https://link.springer.com/article/10.1007/s11747-0... |
| Depositing User |
Anonymous Anonymous
|
| Date Deposited |
04 Aug 2022 12:51 |
| Last Modified |
28 Sep 2022 09:19 |
| URI: |
https://www.alexandria.unisg.ch/publications/266819 |
Voice bots on the frontline: Voice-based interfaces enhance flow-like consumer experiences & boost service outcomes
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