In this book, Tobias Röding addresses the topic of technology use along different touchpoints in context of different services in retailing, both in offline and online retail, with a total of eight essays. In particular, the interaction of technology use and the frontline employee is also considered and a special focus is placed on aspects of data disclosure by customers. In this context, the essays concentrate in varying degrees on the social interaction between customer, frontline employee and a service-technology, as well as on the balancing of benefits and risks for the customer in a possible disclosure of personal information. Based on the essays' findings, implications for both practice and academia are provided..
Author(s): Tobias Röding
Series: Handel und Internationales Marketing / Retailing and International Marketing
Publisher: Springer Gabler
Year: 2023
Language: English
Pages: 254
City: Wiesbaden
Contents
Abbreviations
List of Figures
List of Tables
1 Motivation and Orientation
1.1 An Overview of Technology-Oriented Customer Touchpoints in Retailing
1.2 The Relevance of the Customer–Retailer Relationship
1.3 Service in the Context of the Privacy Calculus and Perceived Social Presence
1.4 An Integrated Typology of Technology-Oriented Customer Touchpoints
2 Structure and Content of the Essays
2.1 Focus of the Essays
2.2 Abstracts of the Essays
2.2.1 Essay 1. A Classification of Information-oriented Point of Sale Technology in Relation to Customer Perception
2.2.2 Essay 2. How to Infuse Mobile Technologies in Frontline Service Encounters: An Experimental Analysis of Customer Responses
2.2.3 Essay 3. The Role of the Frontline Employee in Technology-Based Service Encounters
2.2.4 Essay 4. The Relevance of Corporate Information Transparency of the Use and Handling of Customers’ Data in Online Product Presentation
2.2.5 Essay 5. The Impact of IT/IS, Lifestyle and Income Related Influences on Customers’ Intention to Provide Digitally Transferred Access Permission in Last Mile Delivery—an Empirical Analysis before and during the COVID-19 pandemic
2.2.6 Essay 6. MIRROR, MIRROR…on the Shelf: The Impact of Perceived Age Similarity and Gender Congruence between the Customer and the Voice of a Smart Voice Assistant
2.2.7 Essay 7. The Influence of Technology Infusion on Customers’ Information Disclosure Behavior within the Frontline Service Encounter
2.2.8 Essay 8. Help Us to Help You: The Effects of Customer Incentivisation and Technology Infusion on Data Disclosure and Accuracy in Stationary Retail
3 Essays
3.1 Essay 1. A Classification of Information-oriented Point of Sale Technology in Relation to Customer Perception
3.1.1 Introduction
3.1.2 Theoretical Framework
3.1.3 Procedure and Method
3.1.4 Results
3.1.5 Discussion and Implications
3.1.6 Limitations and Future Research Directions
3.2 Essay 2. How to Infuse Mobile Technologies in Frontline Service Encounters: An Experimental Analysis of Customer Responses
3.2.1 Introduction
3.2.2 Conceptual Framework and Hypotheses Development
3.2.3 Study 1: The Mediating Influence of the Competence of the Frontline Employee
3.2.4 Study 2: The Varying Amount of Technology Infusion
3.2.5 General Discussion and Conclusion
3.2.6 Limitations and Implications for Further Research
3.3 Essay 3. The Role of the Frontline Employee in Technology-Based Service Encounters
3.3.1 Introduction
3.3.2 Literature, Theoretical Framework and Hypotheses Development
3.3.3 Empirical Studies: Method and Procedure
3.3.4 Findings
3.3.5 Discussion, Implications and Future Research
3.4 Essay 4. The Relevance of Corporate Information Transparency of the Use and Handling of Customers’ Data in Online Product Presentation
3.4.1 Introduction
3.4.2 Conceptual Framework and Hypotheses Development
3.4.3 Empirical Studies: Method and Procedure
3.4.4 Findings
3.4.5 Discussion
3.4.6 Implications for Management & Future Research
3.4.7 Limitations and Future Research
3.5 Essay 5. The Impact of IT/IS, Lifestyle and Income Related Influences on Customers’ Intention to Provide Digitally Transferred Access Permission in Last Mile Delivery—an Empirical Analysis before and during the COVID-19 Pandemic
3.5.1 Introduction
3.5.2 Conceptual Framework and Hypotheses Development
3.5.3 Methodology
3.5.4 Results
3.5.5 Discussion
3.5.6 Implications, Limitations, and Future Research
3.6 Essay 6. MIRROR, MIRROR…on the Shelf: The Impact of Perceived Age Similarity and Gender Congruence between the Customer and the Voice of a Smart Voice Assistant
3.6.1 Introduction
3.6.2 Literature Background and Theoretical Framework
3.6.3 Conceptual Framework
3.6.4 Hypotheses Development
3.6.5 Method and Procedure
3.6.6 Results
3.6.7 General Discussion and Future Research
3.6.8 Implications for Management, Limitations and Future Research
3.7 Essay 7. The Influence of Technology Infusion on Customers’ Information Disclosure Behaviour within the Frontline Service Encounter
3.7.1 Introduction
3.7.2 Conceptual Framework and Hypotheses Development
3.7.3 Empirical Study: Method and Procedure
3.7.4 Results
3.7.5 Discussion and Conclusions
3.7.6 Implications for Management
3.7.7 Implications for Further Research
3.8 Essay 8. Help Us to Help You: The Effects of Customer Incentivisation and Technology Infusion on Data Disclosure and Accuracy in Stationary Retail
3.8.1 Introduction
3.8.2 Theoretical Background and Conceptual Framework
3.8.3 Hypotheses Development
3.8.4 Methodology
3.8.5 Results
3.8.6 General Discussion and Implications for Management
3.8.7 Limitations and Implications for Further Research
4 Discussion and Implication
4.1 An Extended Perspective on Technology-Oriented Customer Touchpoints
4.2 Implications for Theory and Practice
4.2.1 General Customer–Service Employee Perspective
4.2.2 Practical Customer–Service Employee Perspective
4.2.3 General Customer–Technology Perspective
4.2.4 Practical Customer–Technology Perspective
4.3 Relevance for Future Studies
4.3.1 Customer Service Employee Perspective
4.3.2 Customer Technology Perspective
References
