Exploring the role of personality, trust, and privacy in customer experience performance during voice shopping: Evidence from SEM and fuzzy set qualitative comparative analysis

• Published in: International journal of information management Vol. 58; p. 102309
• Main Authors: Bawack, Ransome Epie, Wamba, Samuel Fosso, Carillo, Kevin Daniel André
• Format: Journal Article
• Language: English
• Published: Kidlington Elsevier Ltd 01.06.2021; Elsevier Science Ltd; Elsevier
• Subjects: Artificial intelligence; Comparative analysis; Customer experience; Customer satisfaction; Fuzzy sets; Humanities and Social Sciences; Mathematical models; Model testing; Multivariate statistical analysis; Personality; Personalization; Prior experience; Privacy; Qualitative analysis; Shopping; Smart speaker; Trust; Voice; Voice shopping; Privacy; Smart speaker; Personalization; Voice shopping; Personality; Prior experience; Customer experience; Trust; Artificial intelligence

•We explore the role of personality, trust, and privacy in customer experience performance during voice shopping.•We present three combinations of these factors that lead to high customer experience performance.•Agreeableness positively affects trust.•Conscientiousness positively affects trust.•Emot...