Paper Info
Title
Implementing A Sales Support app to Complement Face-to-Face Interaction: An Empirical Investigation of Business Value
Abstract
Implementing a mobile application (app) to facilitate electronic commerce and to enhance interaction with customers is quite common in contemporary organizations, and research has shed light on the business value of implementing such apps. However, only few empirical studies have explored the business value of implementing an app that supports, rather than substitutes, face-to-face interaction with customers. This study empirically explores and documents the impact of implementing a sales support app that complements face-to-face interaction of a salesperson with a customer in the process of purchasing a new car. Two consecutive periods were compared, before (conventional process) and after (innovative process) app implementation. The results confirmed that the sales support app added business value to the implementing organization via increased visits (although virtual rather than physical) and car purchases. Yet, app visits increased relatively more than purchases did, resulting in an expected decrease in conversion rate.
Year
DOI
Venue
2020
10.1080/10919392.2020.1750932
JOURNAL OF ORGANIZATIONAL COMPUTING AND ELECTRONIC COMMERCE
Keywords
DocType
Volume
Mobile application (App),sales support app,business value,car purchase,customer interaction,conversion rate
Journal
30
Issue
ISSN
Citations 
3
1091-9392
0
PageRank 
References 
Authors
0.34
0
3
Name
Order
Citations
PageRank
Michal Levi-Bliech100.34
Nava Pliskin239951.92
Lior Fink314114.06