Improving consumer performance and perceived service quality in a new type of commercial environment in 3D, thanks to embodied virtual sales agents

Poncin, Ingrid;Ben Mimoun, Mohammed Slim;Garnier, Marion
(2013) E-Marketing in Developed and Developing Countries: Emerging Practices — ISBN: [9781466639546], 13 p., published

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Authors
  • Poncin, Ingridorcid-logoSKEMA-Univ Lille Nord de France
    Author
  • Ben Mimoun, Mohammed SlimSKEMA -Univ Lille Nord de France
    Author
  • Garnier, MarionSKEMA -Univ Lille Nord de France
    Author
Abstract
Considering the development of interactive and rich media technologies on the Internet, the present research sets up the link between a 3D commercial website and embodied virtual agents. Thanks to an experiment on a 3D commercial website, the impact of a virtual salesperson is observed on consumer performance (effectiveness in product retrieving), immersion, and satisfaction. Results highlight the immersive capacity of such a commercial environment, the positive contribution of a virtual salesperson on consumer performance and the interest in a virtual salesperson's help with online purchases. Theoretical and managerial implications are developed and discussed
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Poncin, I., Ben Mimoun, M. S., & Garnier, M. (2013). Improving consumer performance and perceived service quality in a new type of commercial environment in 3D, thanks to embodied virtual sales agents. In El-Gohary, Hatem and Eid Riyad (ed.), E-Marketing in Developed and Developing Countries: Emerging Practices (p. 13 p.). https://doi.org/10.4018/978-1-4666-3954-6.ch014