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The effectiveness of AI salesperson vs. human salesperson across the buyer-seller relationship stages

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  • Chang, Woojung

Abstract

Given the infusion of artificial intelligence (AI) in B2B sales, AI salespeople perform required sales tasks more effectively than human salespeople in some contexts but not in others. To gain insights about the contexts in which the relative effectiveness of AI over human salespeople varies, this conceptual paper develops a framework which systematically organizes contingency factors. Further, by combining the relationship lifecycle theory with AI job replacement theory, this paper provides well-grounded propositions about when AI or human salespeople perform better for buyers in distinct relationship stages with the seller. The paper concludes with implications and future research directions on the adoption of AI in B2B sales. In doing so, this paper provides a solid foundation which future researchers can build upon and enriches the discussion about the contingency factors, the changing roles of human salespeople, and how to structure sales organization with AI and human salespeople.

Suggested Citation

  • Chang, Woojung, 2022. "The effectiveness of AI salesperson vs. human salesperson across the buyer-seller relationship stages," Journal of Business Research, Elsevier, vol. 148(C), pages 241-251.
    • Handle: RePEc:eee:jbrese:v:148:y:2022:i:c:p:241-251
    DOI: 10.1016/j.jbusres.2022.04.065
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