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Technology-Oriented Customer Touchpoints in Context of Services in Retailing : A Differentiated Analysis on Social Presence and Privacy Calculus.
・ISBN 978-3-658-40553-3 paper EUR 84.99
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| 著者・編者 | Röding, Tobias, |
|---|---|
| シリーズ | Handel und Internationales Marketing Retailing and International Marketing |
| 出版社 | (Springer Gabler, GW) |
| 出版年月 | 2023.01 |
| ページ数 | 245 pp. |
| 言語 | ENG |
| ニュース番号 | ＜695-750＞ |
解説
In this book, Tobias Roeding 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..