The Effect of Voice AI on Digital Commerce

Published Online:https://doi.org/10.1287/isre.2022.0140

References

  • Adamopoulos P, Todri V, Ghose A (2020) Demand effects of the internet-of-things sales channel: Evidence from automating the purchase process. Inform. Systems Res. 32(1):238–267.LinkGoogle Scholar
  • Autor DH (2003) Outsourcing at will: The contribution of unjust dismissal doctrine to the growth of employment outsourcing. J. Labor Econom. 21(1):1–42.CrossrefGoogle Scholar
  • Ba W, Mendelson H, Zhu M (2020) Sales policies for a virtual assistant. Preprint, submitted September 2, https://arxiv.org/abs/2009.03719.Google Scholar
  • Bahmani N, Bhatnagar A, Gauri D (2022) Hey, Alexa! What attributes of Skills affect firm value? J. Acad. Marketing Sci. 50(6):1219–1235.CrossrefGoogle Scholar
  • Bang Y, Lee DJ, Han K, Hwang M, Ahn JH (2013) Channel capabilities, product characteristics, and the impacts of mobile channel introduction. J. Management Inform. Systems 30(2):101–126.Google Scholar
  • Benabou R (1993) Search market equilibrium, bilateral heterogeneity, and repeat purchases. J. Econom. Theory 60(1):140–158.CrossrefGoogle Scholar
  • Bergner AS, Hildebrand C, Häubl G (2023) Machine talk: How verbal embodiment in conversational AI shapes consumer–brand relationships. J. Consum. Res. 50(4):742–764.CrossrefGoogle Scholar
  • Bronnenberg B, Dubé JP, Mela C (2010) Do digital video recorders influence sales? J. Marketing Res. 47(6):998–1010.CrossrefGoogle Scholar
  • Brynjolfsson E, Li D, Raymond LR (2023) Generative AI at work. NBER Working Paper No. 31161, National Bureau of Economic Research, Cambridge, MA.Google Scholar
  • Chen G, Xiao S, Zhang C, Zhao H (2023) A theory-driven deep learning method for voice chat–based customer response prediction. Inform. Systems Res. 34(4):1513–1532.LinkGoogle Scholar
  • Chevalier J, Goolsbee A (2003) Measuring prices and price competition online: Amazon.com and BarnesandNoble.com. Quant. Marketing Econom. 1(2):203–222.CrossrefGoogle Scholar
  • Datta H, Knox G, Bronnenberg BJ (2018) Changing their tune: How consumers’ adoption of online streaming affects music consumption and discovery. Marketing Sci. 37(1):5–21.LinkGoogle Scholar
  • Forbes (2023) Reshaping E-commerce: The influence of AI-Generated content. Forbes (August 2), https://www.forbes.com/sites/shoplazza/2023/08/02/reshaping-e-commerce-the-influence-of-ai-generated-content/.Google Scholar
  • Ghose A (2018) TAP: Unlocking the Mobile Economy (MIT Press, Cambridge, MA).Google Scholar
  • Ghose A, Goldfarb A, Han SP (2013) How is the mobile internet different? Search costs and local activities. Inform. Systems Res. 24(3):613–631.LinkGoogle Scholar
  • Greenwood BN, Wattal S (2017) Show me the way to go home. Management Inform. Systems Quart. 41(1):163–188.CrossrefGoogle Scholar
  • Goli A, Singh A (2024) Frontiers: Can large language models capture human preferences? Marketing Sci. 43(4):709–722.LinkGoogle Scholar
  • Han E, Yin D, Zhang H (2022) Bots with feelings: Should AI agents express positive emotion in customer service? Inform. Systems Res. 34(3):1296–1311.LinkGoogle Scholar
  • Hu J, Goh KY, Sun C (2024) Does human-AI co-creation drive wage premium? Evidence from freelance marketplaces. Working paper, National University of Singapore, Singapore.Google Scholar
  • Huang MH (2003) Designing website attributes to induce experiential encounters. Comput. Human Behav. 19(4):425–442.CrossrefGoogle Scholar
  • Kleijnen M, De Ruyter K, Wetzels M (2007) An assessment of value creation in mobile service delivery and the moderating role of time consciousness. J. Retailing 83(1):33–46.CrossrefGoogle Scholar
  • Kumar V, Dixit A, Javalgi RRG, Dass M (2016) Research framework, strategies, and applications of intelligent agent technologies (IATs) in marketing. J. Acad. Marketing Sci. 44(1):24–45.CrossrefGoogle Scholar
  • Li P, Castelo N, Katona Z, Sarvary M (2024) Frontiers: Determining the validity of large language models for automated perceptual analysis. Marketing Sci. 43(2):254–266.LinkGoogle Scholar
  • Luo X, Qin MS, Fang Z, Qu Z (2021) Artificial intelligence coaches for sales agents: Caveats and solutions. J. Marketing 85(2):14–32.CrossrefGoogle Scholar
  • Luo X, Tong S, Fang Z, Qu Z (2019) Frontiers: Machines vs. humans: The impact of artificial intelligence chatbot disclosure on customer purchases. Marketing Sci. 38(6):937–947.AbstractGoogle Scholar
  • Manchanda P, Packard G, Pattabhiramaiah A (2015) Social dollars: The economic impact of customer participation in a firm-sponsored online customer community. Marketing Sci. 34(3):367–387.LinkGoogle Scholar
  • Massetti B (1996) An empirical examination of the value of creativity support systems on idea generation. Management Inform. Systems Quart. 20(1):83–97.CrossrefGoogle Scholar
  • Mayya R, Viswanathan S (2024) Delaying informed consent: An empirical investigation of mobile apps’ upgrade decisions. Management Sci., ePub ahead of print December 2, https://doi.org/10.1287/mnsc.2022.00334.Google Scholar
  • McAfee RP, McMillan J (1987) Auctions and bidding. J. Econom. Lit. 25(2):699–738.Google Scholar
  • McMillan R (2007) Different Flavor, Same Price: The Puzzle of Uniform Pricing for Differentiated Products (Federal Trade Commission, Washington, DC).Google Scholar
  • Melumad S (2023) Vocalizing search: How voice technologies alter consumer search processes and satisfaction. J. Consum. Res. 50(3):533–553.CrossrefGoogle Scholar
  • Meuter ML, Ostrom AL, Roundtree RI, Bitner MJ (2000) Self-service technologies: Understanding customer satisfaction with technology-based service encounters. J. Marketing 64(3):50–64.CrossrefGoogle Scholar
  • Munz KP (2020) Not-so easy listening: Roots and repercussions of auditory choice difficulty in voice commerce. Doctoral dissertation, New York University, New York.Google Scholar
  • Pamuru V, Khern-am-nuai W, Kannan K (2021) The impact of an augmented-reality game on local businesses: A study of Pokémon Go on restaurants. Inform. Systems Res. 32(3):950–966.LinkGoogle Scholar
  • Park Y, Bang Y, Ahn JH (2020) How does the mobile channel reshape the sales distribution in e-commerce? Inform. Systems Res. 31(4):1164–1182.LinkGoogle Scholar
  • Parthasarathy M, Bhattacherjee A (1998) Understanding post-adoption behavior in the context of online services. Inform. Systems Res. 9(4):362–379.LinkGoogle Scholar
  • Schanke S, Burtch G, Ray G (2021) Estimating the impact of “humanizing” customer service chatbots. Inform. Systems Res. 32(3):736–751.LinkGoogle Scholar
  • Shiller B, Waldfogel J (2011) Music for a song: An empirical look at uniform pricing and its alternatives. J. Indust. Econom. 59(4):630–660.Google Scholar
  • Smith KT (2020) Marketing via smart speakers: What should Alexa say? J. Strategic Marketing 28(4):350–365.CrossrefGoogle Scholar
  • Son Y, Oh W, Im I (2023) The voice of commerce: How smart speakers reshape digital content consumption and preference. Management Inform. Systems Quart. 47(2):857–874.CrossrefGoogle Scholar
  • Sun C (2025) How does prepopulating search bars with keywords affect online consumer behavior? A field experiment. Marketing Sci. Forthcoming.Google Scholar
  • Sun C, Adamopoulos P, Ghose A, Luo X (2022) Predicting stages in omnichannel path to purchase: A deep learning model. Inform. Systems Res. 33(2):429–445.LinkGoogle Scholar
  • Tan TF, Netessine S (2020) At your service on the table: Impact of tabletop technology on restaurant performance. Management Sci. 66(10):4496–4515.LinkGoogle Scholar
  • Xu Y, Ghose A, Xiao B (2023) Mobile payment adoption: An empirical investigation of Alipay. Inform. Systems Res. 35(2):807–828.LinkGoogle Scholar
  • Xu K, Chan J, Ghose A, Han SP (2017) Battle of the channels: The impact of tablets on digital commerce. Management Sci. 63(5):1469–1492.LinkGoogle Scholar
  • Xu J, Forman C, Kim JB, Van Ittersum K (2014) News media channels: Complements or substitutes? Evidence from mobile phone usage. J. Marketing 78(4):97–112.CrossrefGoogle Scholar
  • Yeverechyahu D, Mayya R, Oestreicher-Singer G (2024) The impact of Large Language Models on open-source innovation: Evidence from GitHub Copilot. Preprint, submitted September 16, http://dx.doi.org/10.2139/ssrn.4684662.Google Scholar
  • Zhang X, Goh KY, Sun C, Zhang R (2024) The value of AI-generated metadata for UGC platforms: Evidence from a large-scale field experiment. Working paper, National University of Singapore, Singapore.Google Scholar
  • Zhou M, Geng D, Abhishek V, Li B (2020) When the Bank comes to you: Branch network and customer Omnichannel banking behavior. Inform. Systems Res. 31(1):176–197.LinkGoogle Scholar
INFORMS site uses cookies to store information on your computer. Some are essential to make our site work; Others help us improve the user experience. By using this site, you consent to the placement of these cookies. Please read our Privacy Statement to learn more.