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

36Citations
Citations of this article
204Readers
Mendeley users who have this article in their library.

This article is free to access.

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.

Cite

CITATION STYLE

APA

Zierau, N., Hildebrand, C., Bergner, A., Busquet, F., Schmitt, A., & Marco Leimeister, J. (2023). Voice bots on the frontline: Voice-based interfaces enhance flow-like consumer experiences & boost service outcomes. Journal of the Academy of Marketing Science, 51(4), 823–842. https://doi.org/10.1007/s11747-022-00868-5

Register to see more suggestions

Mendeley helps you to discover research relevant for your work.

Already have an account?

Save time finding and organizing research with Mendeley

Sign up for free