 The effectiveness of AI salesperson vs. human salesperson across the buyer-seller relationship stagesWoojung Chang Journal of Business Research, 2022, vol. 148, issue C, 241-251 Abstract: Given the infusion of artificial intelligence (AI) in B2B sales, AI salespeople perform required sales tasks more effectively than human salespeople in some contexts but not in others. To gain insights about the contexts in which the relative effectiveness of AI over human salespeople varies, this conceptual paper develops a framework which systematically organizes contingency factors. Further, by combining the relationship lifecycle theory with AI job replacement theory, this paper provides well-grounded propositions about when AI or human salespeople perform better for buyers in distinct relationship stages with the seller. The paper concludes with implications and future research directions on the adoption of AI in B2B sales. In doing so, this paper provides a solid foundation which future researchers can build upon and enriches the discussion about the contingency factors, the changing roles of human salespeople, and how to structure sales organization with AI and human salespeople. Keywords: AI salesperson; Relationship life cycle; AI job replacement theory; B2B sales (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:eee:jbrese:v:148:y:2022:i:c:p:241-251 DOI: 10.1016/j.jbusres.2022.04.065 Access Statistics for this article Journal of Business Research is currently edited by A. G. Woodside More articles in Journal of Business Research from Elsevier |
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