IDEAS home Printed from https://ideas.repec.org/a/zbw/hsgmrs/276104.html
   My bibliography  Save this article

Sales- und Service-Bots im Vertrieb - Chance oder Risiko für Unternehmen?

Author

Listed:
  • Greve, Goetz
  • Meyer, Frederike

Abstract

Sales- und Service-Bots treiben die Vertriebs- und Service-Automatisierung und beeinflussen somit, wie Unternehmen Kundenbeziehungen zukünftig gestalten werden. Erkenntnisse aus einer experimentellen Studie zeigen, dass Kunden derzeit eine Kombination aus persönlichem Verkauf und Sales­-Bot vorziehen. Im folgenden Beitrag werden deshalb Vorschläge für eine Integration erarbeitet. Als Ausgangspunkt dient dabei das Konzept der Service­-Dominant­-Logic sowie das Technology­-Acceptance­-Model. Mithilfe von vier Verhaltensorientierten Konstrukten werden Ansatzpunkte für die Integration von Sales­ und Service-Bots in die Vertriebsfunktion abgeleitet.

Suggested Citation

  • Greve, Goetz & Meyer, Frederike, 2020. "Sales- und Service-Bots im Vertrieb - Chance oder Risiko für Unternehmen?," Marketing Review St.Gallen, Universität St.Gallen, Institut für Marketing und Customer Insight, vol. 37(5), pages 10-17.
    • Handle: RePEc:zbw:hsgmrs:276104
    as

    Download full text from publisher

    File URL: https://www.econstor.eu/bitstream/10419/276104/1/MRSG_2020_5_10-17.pdf
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Ajzen, Icek, 1991. "The theory of planned behavior," Organizational Behavior and Human Decision Processes, Elsevier, vol. 50(2), pages 179-211, December.
    2. Jochen Wirtz & Valarie Zeithaml, 2018. "Cost-effective service excellence," Journal of the Academy of Marketing Science, Springer, vol. 46(1), pages 59-80, January.
    3. Russell W. Belk, 2013. "Extended Self in a Digital World," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 40(3), pages 477-500.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Wallace, Elaine & Buil, Isabel, 2023. "Antecedents and consequences of conspicuous green behavior on social media: Incorporating the virtual self-identity into the theory of planned behavior," Journal of Business Research, Elsevier, vol. 157(C).
    2. Fritze, Martin P. & Benkenstein, Martin & Belk, Russell & Peck, Joann & Wirtz, Jochen & Claus, and Bart, 2021. "Commentaries on the Sharing Economy: Advancing New Perspectives," SMR - Journal of Service Management Research, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 5(1), pages 3-19.
    3. Holmqvist, Jonas & Wirtz, Jochen & Fritze, Martin P., 2020. "Luxury in the digital age: A multi-actor service encounter perspective," Journal of Business Research, Elsevier, vol. 121(C), pages 747-756.
    4. Wioleta Kucharska, 2017. "Consumer social network brand identification and personal branding. How do social network users choose among brand sites?," Cogent Business & Management, Taylor & Francis Journals, vol. 4(1), pages 1315879-131, January.
    5. Mäntymäki, Matti & Riemer, Kai, 2014. "Digital natives in social virtual worlds: A multi-method study of gratifications and social influences in Habbo Hotel," International Journal of Information Management, Elsevier, vol. 34(2), pages 210-220.
    6. Ilenia Confente & Wioleta Kucharska, 2021. "Company versus consumer performance: does brand community identification foster brand loyalty and the consumer’s personal brand?," Journal of Brand Management, Palgrave Macmillan, vol. 28(1), pages 8-31, January.
    7. Akbar, Payam & Mai, Robert & Hoffmann, Stefan, 2016. "When do materialistic consumers join commercial sharing systems," Journal of Business Research, Elsevier, vol. 69(10), pages 4215-4224.
    8. Key Pousttchi & Maik Dehnert, 2018. "Exploring the digitalization impact on consumer decision-making in retail banking," Electronic Markets, Springer;IIM University of St. Gallen, vol. 28(3), pages 265-286, August.
    9. Sands, Sean & Ferraro, Carla & Campbell, Colin & Kietzmann, Jan & Andonopoulos, Vasiliki Vicki, 2020. "Who shares? Profiling consumers in the sharing economy," Australasian marketing journal, Elsevier, vol. 28(3), pages 22-33.
    10. Maria Andersson & Ola Eriksson & Chris Von Borgstede, 2012. "The Effects of Environmental Management Systems on Source Separation in the Work and Home Settings," Sustainability, MDPI, vol. 4(6), pages 1-17, June.
    11. Tran Huy Phuong & Thanh Trung Hieu, 2015. "Predictors of Entrepreneurial Intentions of Undergraduate Students in Vietnam: An Empirical Study," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 5(8), pages 46-55, August.
    12. Peng Cheng & Zhe Ouyang & Yang Liu, 0. "The effect of information overload on the intention of consumers to adopt electric vehicles," Transportation, Springer, vol. 0, pages 1-20.
    13. Alsalem, Amani & Fry, Marie-Louise & Thaichon, Park, 2020. "To donate or to waste it: Understanding posthumous organ donation attitude," Australasian marketing journal, Elsevier, vol. 28(3), pages 87-97.
    14. Benoît Lécureux & Adrien Bonnet & Ouassim Manout & Jaâfar Berrada & Louafi Bouzouina, 2022. "Acceptance of Shared Autonomous Vehicles: A Literature Review of stated choice experiments," Working Papers hal-03814947, HAL.
    15. Kristin Thomas & Evalill Nilsson & Karin Festin & Pontus Henriksson & Mats Lowén & Marie Löf & Margareta Kristenson, 2020. "Associations of Psychosocial Factors with Multiple Health Behaviors: A Population-Based Study of Middle-Aged Men and Women," IJERPH, MDPI, vol. 17(4), pages 1-17, February.
    16. Kamruzzaman, Md. & Baker, Douglas & Washington, Simon & Turrell, Gavin, 2013. "Residential dissonance and mode choice," Journal of Transport Geography, Elsevier, vol. 33(C), pages 12-28.
    17. Ficko, Andrej & Boncina, Andrej, 2013. "Probabilistic typology of management decision making in private forest properties," Forest Policy and Economics, Elsevier, vol. 27(C), pages 34-43.
    18. Muhammad Shahid Qureshi & Saadat Saeed & Syed Waleed Mehmood Wasti, 2016. "The impact of various entrepreneurial interventions during the business plan competition on the entrepreneur identity aspirations of participants," Journal of Global Entrepreneurship Research, Springer;UNESCO Chair in Entrepreneurship, vol. 6(1), pages 1-18, December.
    19. Julie Bayle-Cordier & Loïc Berger & Rayan Elatmani & Massimo Tavoni, 2023. "Breath, Love, Walk? The Impact of Mindfulness Interventions on Climate Policy Support and Environmental Attitudes," Sustainability, MDPI, vol. 15(13), pages 1-29, July.
    20. Szu‐Szu Ho & Rosie Stenhouse & Aisha Holloway, 2020. "Understanding HIV‐positive drug users’ experiences of taking highly active antiretroviral treatment: Identity–Values–Conscious engagement model," Journal of Clinical Nursing, John Wiley & Sons, vol. 29(9-10), pages 1561-1575, May.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:zbw:hsgmrs:276104. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: ZBW - Leibniz Information Centre for Economics (email available below). General contact details of provider: https://imc.unisg.ch/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.