Conversational User Interfaces for Online Shops? : A Categorization of Use Cases

Title data

Baier, Daniel ; Rese, Alexandra ; Röglinger, Maximilian:
Conversational User Interfaces for Online Shops? : A Categorization of Use Cases.
In: Proceedings of the 39th International Conference on Information Systems (ICIS). - San Francisco, USA , 2018
ISBN 978-0-9966831-7-3

Official URL:

Abstract in another language

How do conversational user interfaces for online shops via messaging services and voice assistants influence customers’ satisfaction? Which use cases are attractive from a customer’s view point? Which use cases are must-be and for which customer segments? The answer to these questions is looked for in this paper. A Segmented Kano perspective is used to derive use case groups and related customer segments simultaneously. The paper starts with an overview on conversational commerce and on chatbots for this purpose. Then, the research method and the use case development is described. Two representative surveys with 2,165 customers of a major German online fashion retailer evaluating 13 messaging service and 2,025 customers evaluating 13 voice assistant use cases were conducted and analyzed. The focus was on the intention to use conversational user interfaces for online shops and the influence on customer satisfaction.

Further data

Item Type:	Article in a book
Refereed:	Yes
Keywords:	Chatbots; conversational commerce; conversational user interface; messaging service; Segmented Kano perspective; two-factor theory; voice assistant
Institutions of the University:	Faculties > Faculty of Law, Business and Economics > Department of Business Administration Faculties > Faculty of Law, Business and Economics > Department of Business Administration > Chair Business Administration XIV - Marketing and Innovation Faculties > Faculty of Law, Business and Economics > Department of Business Administration > Chair Business Administration XIV - Marketing and Innovation > Chair Business Administration XIV - Marketing and Innovation - Univ.-Prof. Dr. Daniel Baier Faculties > Faculty of Law, Business and Economics > Department of Business Administration > Chair Business Administration XVII - Information Systems and Value-Based Business Process Management Faculties > Faculty of Law, Business and Economics > Department of Business Administration > Chair Business Administration XVII - Information Systems and Value-Based Business Process Management > Chair Information Systems and Value-Based Business Process Management - Univ.-Prof. Dr. Maximilian Röglinger Research Institutions Research Institutions > Affiliated Institutes Research Institutions > Affiliated Institutes > Fraunhofer Project Group Business and Information Systems Engineering Research Institutions > Affiliated Institutes > FIM Research Center Finance & Information Management Faculties Faculties > Faculty of Law, Business and Economics
Result of work at the UBT:	Yes
DDC Subjects:	000 Computer Science, information, general works > 004 Computer science 300 Social sciences > 330 Economics
Date Deposited:	26 Sep 2018 08:56
Last Modified:	01 Jun 2022 06:27
URI:	https://eref.uni-bayreuth.de/id/eprint/45889