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Improving Consumer Performance and Perceived Service Quality in a New Type of Commercial Environment in 3D, Thanks to Embodied Virtual Sales Agents

Improving Consumer Performance and Perceived Service Quality in a New Type of Commercial Environment in 3D, Thanks to Embodied Virtual Sales Agents

Ben Mimoun Mohamed Slim, Garnier Marion, Poncin Ingrid
ISBN13: 9781466639546|ISBN10: 1466639547|EISBN13: 9781466639553
DOI: 10.4018/978-1-4666-3954-6.ch014
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MLA

Slim, Ben Mimoun Mohamed, et al. "Improving Consumer Performance and Perceived Service Quality in a New Type of Commercial Environment in 3D, Thanks to Embodied Virtual Sales Agents." E-Marketing in Developed and Developing Countries: Emerging Practices, edited by Hatem El-Gohary and Riyad Eid, IGI Global, 2013, pp. 233-245. https://doi.org/10.4018/978-1-4666-3954-6.ch014

APA

Slim, B. M., Marion, G., & Ingrid, P. (2013). Improving Consumer Performance and Perceived Service Quality in a New Type of Commercial Environment in 3D, Thanks to Embodied Virtual Sales Agents. In H. El-Gohary & R. Eid (Eds.), E-Marketing in Developed and Developing Countries: Emerging Practices (pp. 233-245). IGI Global. https://doi.org/10.4018/978-1-4666-3954-6.ch014

Chicago

Slim, Ben Mimoun Mohamed, Garnier Marion, and Poncin Ingrid. "Improving Consumer Performance and Perceived Service Quality in a New Type of Commercial Environment in 3D, Thanks to Embodied Virtual Sales Agents." In E-Marketing in Developed and Developing Countries: Emerging Practices, edited by Hatem El-Gohary and Riyad Eid, 233-245. Hershey, PA: IGI Global, 2013. https://doi.org/10.4018/978-1-4666-3954-6.ch014

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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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