Modeling New Car Customer-Salesperson Interaction For a Knowledge-Based System
Abraham D. Horowitz, J. Edward Russo · 1989
A model portraying a new car customer-salesperson interaction, derived from in-depth interviews with nine experienced salespeople, is presented. The model implies two parallel hierarchical structures: one for information processing, the other for the product. The present study follows the methodology of "knowledge engineering " in that model building is seen as an iterative process based on input from experts used to create and modify an expert system. The model is compared to selected studies of customer- salesperson interactions. It is suggested that testing the expert system constitutes a test of the model itself.