MEMBER
Saskia Jacob
TEAM
Klarmann / Beigl
DISCIPLINES
Management Computer ScienceWEARABLES IN CUSTOMER-SALESPERSON INTERACTIONS
In interactions between customers and salespeople, both parties are oftentimes required to make far-reaching decisions with little time. Wearables could potentially provide both customers and salespeople with additional information about the situation in real time (e.g., tonality of the voice, mood, emotions, time spent listening, etc.). This could increase the adaptivity of decision-makers to the situation, aid them in the way they behave throughout the interaction, and support them in decision-making. This dissertation project will employ lab experiments and a field study to explore the way how wearables can be designed to transform speech data and biosignals into helpful feedback to customers and salespeople throughout customer-salesperson interactions. More generally, it may also provide some evidence as to whether wearable devices could potentially shift the power balance between customers and firms.