Electronic agents on the Internet: A new way to satisfy the consumer?

Sylvie Rolland () and Déborah Wallet-Wodka
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Sylvie Rolland: DRM - Dauphine Recherches en Management - Université Paris Dauphine-PSL - PSL - Université Paris Sciences et Lettres - CNRS - Centre National de la Recherche Scientifique
Déborah Wallet-Wodka: DRM - Dauphine Recherches en Management - Université Paris Dauphine-PSL - PSL - Université Paris Sciences et Lettres - CNRS - Centre National de la Recherche Scientifique

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Abstract: Our purpose in this article is to present the concept of electronic agent used in e-commerce and its impact on consumer satisfaction. Electronic agents represent the future of electronic business. They help the consumers in an environment where all the information is available but hard to deal with. We try to study the electronic agent in a consumer decision process perspective and to examine the different sort of agents depending on their relationships with vendors and consumers. Our final aim is to understand the role of electronic agent onconsumer satisfaction. For that purpose, we conducted a little empirical study which consist in presenting two types of agents to consumers: a good one and a bad one and to evaluate the level of consumer satisfaction.

Keywords: e-commerce; Electronic agents; consumer behavior; satisfaction; e-commerce. (search for similar items in EconPapers)
Date: 2003-06-02
Note: View the original document on HAL open archive server: https://shs.hal.science/halshs-00143040v1
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Published in Jun 2003, pp.19

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