Vocalizing Search: How Voice Technologies Alter Consumer Search Processes and Satisfaction

Shiri Melumad, Andrew T Stephen and David Dubois

Journal of Consumer Research, 2023, vol. 50, issue 3, 533-553

Abstract: The effect of voice technology on how consumers search for information online is explored. Results from a field survey of consumer experiences with voice-assisted search, three controlled experiments involving dictated (vs. typed) Google searches, and a supplemental experiment (N = 10,385) find that vocalizing (vs. typing) a query leads consumers to provide more specific, detailed descriptions of what they are seeking, which in turn yield search results that they are more satisfied with. This occurs because consumers tend to be more concerned about communicating clearly when engaging with voice technology, which prompts them to think more about how they want to convey their query before saying it out loud (vs. typing it). This increased forethought leads consumers to provide more detailed descriptions of what they are searching for in vocalized queries, such as by including brand names and intended purposes of use. Finally, the increased specificity of vocalized (vs. typed) queries results in search returns that better satisfy consumers’ search goals. Implications for research on consumer–technology interactions, as well as for marketers and consumers, are discussed.

Keywords: voice technology; consumer search; modality effects; customer satisfaction (search for similar items in EconPapers)
Date: 2023
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Citations: View citations in EconPapers (1)

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