---
_id: '41318'
abstract:
- lang: eng
  text: <p>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. </p>
author:
- first_name: Eva
  full_name: Böhm, Eva
  last_name: Böhm
- first_name: Andreas
  full_name: Eggert, Andreas
  last_name: Eggert
- first_name: Ina
  full_name: Garnefeld, Ina
  last_name: Garnefeld
- first_name: Hartmut H.
  full_name: Holzmüller, Hartmut H.
  last_name: Holzmüller
- first_name: Tobias
  full_name: Schaefers, Tobias
  last_name: Schaefers
- first_name: Lena
  full_name: Steinhoff, Lena
  last_name: Steinhoff
- first_name: David M.
  full_name: Woisetschläger, David M.
  last_name: Woisetschläger
citation:
  ama: 'Böhm E, Eggert A, Garnefeld I, et al. Exploring the Customer Journey of Voice
    Commerce: A Research Agenda. <i>Journal of Service Management Research</i>. 2022;6(4):216-231.
    doi:<a href="https://doi.org/10.5771/2511-8676-2022-4-216">10.5771/2511-8676-2022-4-216</a>'
  apa: 'Böhm, E., Eggert, A., Garnefeld, I., Holzmüller, H. H., Schaefers, T., Steinhoff,
    L., &#38; Woisetschläger, D. M. (2022). Exploring the Customer Journey of Voice
    Commerce: A Research Agenda. <i>Journal of Service Management Research</i>, <i>6</i>(4),
    216–231. <a href="https://doi.org/10.5771/2511-8676-2022-4-216">https://doi.org/10.5771/2511-8676-2022-4-216</a>'
  bibtex: '@article{Böhm_Eggert_Garnefeld_Holzmüller_Schaefers_Steinhoff_Woisetschläger_2022,
    title={Exploring the Customer Journey of Voice Commerce: A Research Agenda}, volume={6},
    DOI={<a href="https://doi.org/10.5771/2511-8676-2022-4-216">10.5771/2511-8676-2022-4-216</a>},
    number={4}, journal={Journal of Service Management Research}, publisher={Nomos
    Verlag}, author={Böhm, Eva and Eggert, Andreas and Garnefeld, Ina and Holzmüller,
    Hartmut H. and Schaefers, Tobias and Steinhoff, Lena and Woisetschläger, David
    M.}, year={2022}, pages={216–231} }'
  chicago: 'Böhm, Eva, Andreas Eggert, Ina Garnefeld, Hartmut H. Holzmüller, Tobias
    Schaefers, Lena Steinhoff, and David M. Woisetschläger. “Exploring the Customer
    Journey of Voice Commerce: A Research Agenda.” <i>Journal of Service Management
    Research</i> 6, no. 4 (2022): 216–31. <a href="https://doi.org/10.5771/2511-8676-2022-4-216">https://doi.org/10.5771/2511-8676-2022-4-216</a>.'
  ieee: 'E. Böhm <i>et al.</i>, “Exploring the Customer Journey of Voice Commerce:
    A Research Agenda,” <i>Journal of Service Management Research</i>, vol. 6, no.
    4, pp. 216–231, 2022, doi: <a href="https://doi.org/10.5771/2511-8676-2022-4-216">10.5771/2511-8676-2022-4-216</a>.'
  mla: 'Böhm, Eva, et al. “Exploring the Customer Journey of Voice Commerce: A Research
    Agenda.” <i>Journal of Service Management Research</i>, vol. 6, no. 4, Nomos Verlag,
    2022, pp. 216–31, doi:<a href="https://doi.org/10.5771/2511-8676-2022-4-216">10.5771/2511-8676-2022-4-216</a>.'
  short: E. Böhm, A. Eggert, I. Garnefeld, H.H. Holzmüller, T. Schaefers, L. Steinhoff,
    D.M. Woisetschläger, Journal of Service Management Research 6 (2022) 216–231.
date_created: 2023-01-31T15:41:00Z
date_updated: 2023-01-31T15:41:27Z
doi: 10.5771/2511-8676-2022-4-216
intvolume: '         6'
issue: '4'
keyword:
- General Agricultural and Biological Sciences
page: 216-231
publication: Journal of Service Management Research
publication_identifier:
  issn:
  - 2511-8676
publication_status: published
publisher: Nomos Verlag
status: public
title: 'Exploring the Customer Journey of Voice Commerce: A Research Agenda'
type: journal_article
user_id: '4336'
volume: 6
year: '2022'
...