@article{2022:bhm:exploring_,
title = {Exploring the Customer Journey of Voice Commerce: A Research Agenda},
year = {2022},
note = {Voice commerce creates unprecedented opportunities for consumers and
vendor firms to interact, engage, and relate. With artificial
intelligence-powered voice assistants, consumers can make
technology-mediated purchases without using their tactile senses,
which represents a new space for commercial interactions. Drawing on
the customer journey as an organizing framework, this article proposes
a structured research agenda, in an attempt to shed light on the
bright side effects of voice commerce while also acknowledging
concerns for consumer protection and society in general. Voice
assistants can enhance every stage of the purchase journey, yet their
use might have negative consequences for customer relationships. In
the prepurchase stage, voice assistants can act as information
curators or manipulators. In the purchase stage, voice assistants can
adopt roles as shopping concierges or impediments. In the postpurchase
and usage stage, voice assistants can become trusted relationship
partners or hostile intruders in consumers’ lives.},
journal = {SMR - Journal of Service Management Research},
pages = {216--231},
author = {Böhm, Eva and Eggert, Andreas and Garnefeld, Ina and Holzmüller, Hartmut H. and Schaefers, Tobias and Steinhoff, Lena and Woisetschläger, David M.},
volume = {6},
number = {4}
}