Voice bots on the frontline: Voice-based interfaces enhance flow-like consumer experiences & boost service outcomes

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

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Zierau, Naim; Hildebrand, Christian Alexander; Bergner, Anouk Samantha; Busquet I Segui, Francesc; Schmitt, Anuschka & Leimeister, Jan Marco (2022) Voice bots on the frontline: Voice-based interfaces enhance flow-like consumer experiences & boost service outcomes. Journal of the Academy of Marketing Science (JAMS), ISSN 0092-0703

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https://www.alexandria.unisg.ch/id/eprint/266819
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