The impact of shopbots on electronic markets

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Price levels and price dispersion within and across multiple retailer types: Further evidence and extension (2004, background): “Customers not only have lower search costs for information about prices but also have lower search costs for nonprice information (Degeratu, Rangaswamy, and Wu 2000; Smith 2002 ).”
Robotics for Customer Service: A Useful Complement or an Ultimate Substitute? (2019, background): “…extant literature focuses its attention on customer-robot interaction, while a few other studies address the performance (Herrmann, Kundisch, and Rahman 2015) and impact (Huang and Rust 2018; Shankar 2018; Smith 2002) of robots and robot laws (Olazabal, Cava, and Sacasas 2001) in a scattered way.”
Online purchase determinants of loyalty: the mediating effect of satisfaction in tourism (2016, background): “…42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 12 Knowledge of the site contributes to customer satisfaction, especially in online tourism products, due to the increased level of familiarity and comfort of the potential buyer with the site (Smith, 2002; Urban et al., 2009).”
Marketing to and serving customers through the internet: An overview and research agenda (2002, background): “Smith (2002) is interested in shopbots (or knowledge agents), which were discussed above as representing one of the major consumer tools that may shift the balance of power in the marketplace.”