Abstract
Telecommunication, video, and artificial intelligence technologies are supporting new product information systems capable of an increasingly intelligent dialog with consumers. The success of these new systems, just as with all past systems, depends on consumers' perceiving more benefits than costs from using them. Many of the new sophisticated systems may not succeed, and some have already failed, because their benefits cannot be made to exceed their costs. Especially important are nonmonetary costs like information processing effort and frustrating or tedious use experiences. The impact of the new technologies on information providers is discussed, as is the role of consumer-oriented policy makers in influencing the development of new product information systems.
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