Human vs. Automated Sales Agents: How and Why Customer Responses Shift Across Sales Stages

Customers in sales processes increasingly encounter automated sales agents that complement or replace human sales agents. Yet, little is known about whether, how, and why customers respond to automated agents in contrast to human agents across successive decision stages of the same sales process. Ev...

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Bibliographic Details
Published in:Information systems research 2023-09, Vol.34 (3), p.1148-1168
Main Authors: Adam, Martin, Roethke, Konstantin, Benlian, Alexander
Format: Article
Language:English
Subjects:
Automation
Consumer behavior
Customer services
Customers
Data processing
Decision making
decision stages
Decision theory
email
hedonic-utilitarian decision making
information processing
randomized field experiment
Sales
sales agent
sales funnel
Sales management
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