Integration of Sensors to Improve Customer Experience: Implementing Device Integration for the Retail Sector

Anderson, Mark; Bolton, Joseph

doi:10.1109/icebe.2015.71

Cited by 5 publications

(5 citation statements)

References 11 publications

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“…Since the essence of smart services, value co-creation and service experience co-creation is the ubiquitous interaction between different actors, this study argues for the existence of a new construct labelled as 'smart experience co-creation', which also encapsulates the interactions with smart technologies. One of the acknowledged examples of the experience economy are smart retailing services (Anderson and Bolton, 2015). In the context of smart retailing, for experience co-creation to occur, it is essential that smart retailing service providers and consumers work together with an intent to create better offerings, which eventually enhance value for consumers, smart service providers, and other actors in the service system (Balaji and Roy, 2017;Foroudi et al, 2018).…”

Section: Smart Consumer Experience Co-creation (O)mentioning

confidence: 99%

The rise of smart consumers: role of smart servicescape and smart consumer experience co-creation

Roy

Singh

Hope

et al. 2019

Journal of Marketing Management

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Rapid technological advancements have led to the emergence of smart services and smart consumers. This study focuses on smart consumers who voluntarily engage in value creation activities, in order to conceptualise smart experience co-creation (SEC) and the smart servicescape. Drawing on the Stimulus-Organism-Response (SOR) framework, a model is proposed and tested around the impacts of smart servicescape dimensions (aesthetics, superior functionality, social presence, perceived interactivity and perceived personalisation) on smart consumer experience co-creation. SEC is conceptualised as a second order construct consisting of cognitive, hedonic, social/personal, and pragmatic/economic first order dimensions. Results show that the technological environmental cues of the smart servicescape (S) collectively influence smart experience co-creation (O), and this co-created experience eventually influences consumers' service brand equity and word-of-mouth (WOM) intentions (R). A major novelty of this study lies in uncovering the relationship between experience co-creation and service brand equity. Findings have theoretical and managerial implications for smart services.

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Section: Smart Consumer Experience Co-creation (O)mentioning

confidence: 99%

The rise of smart consumers: role of smart servicescape and smart consumer experience co-creation

Roy

Singh

Hope

et al. 2019

Journal of Marketing Management

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“…Explicitly, some of these works analyze the influence of implementing smart technologies in retailing, such as augmented reality and radio‐frequency identification (RFID) (e.g., Huang & Liu, 2014; E. Y. Kim & Yoon, 2014; Roy et al, 2017). For example, Anderson and Bolton (2015) examine how sensors and RFID capture data and optimize customer experiences in the store. They state that the implementation of smart technologies requires modifications in selling activities and business processes, so firms should recognize, select and employ the best technology to strength their relationship with customers (Pantano & Timmermans, 2014).…”

Section: Hypotheses Developmentmentioning

confidence: 99%

“…For example, Anderson and Bolton (2015) examine how sensors and RFID capture data and optimize customer experiences in the store. They state that the implementation of smart technologies requires modifications in selling activities and business processes, so firms should recognize, select and employ the best technology to strength their relationship with customers (Pantano & Timmermans, 2014).…”

Section: Stimulus: Smart Experiencesmentioning

confidence: 99%

How smart experiences build service loyalty: The importance of consumer love for smart voice assistants

Ortega

Ferreira

2021

Psychology and Marketing

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Smart voice assistants (SVAs) have emerged as new artificial intelligence service platforms. They have the capacity to act like actual human assistants and modify traditional forms of human–computer interactions. So, consumers relate to their SVA as though it was a person, despite knowing that they are interacting with a machine. Based on the stimulus‐organism‐response framework, this paper examines feelings of love that consumers develop for SVAs when they are interacting. It proposes that these feelings act as the psychological mechanism to transmit the effect of consumers' experiences with the technology (i.e., smart experiences) on their service loyalty. Feelings of love are conceptualized following the triangular theory of love that considers three components: passion, intimacy, and commitment. Service loyalty refers to consumers' intentions to continue using SVAs in the future and to recommend SVAs to other people through physical and/or electronic word of mouth communication. The results show that smart experiences influence consumers' passion for technology, while passion explains their intimacy and commitment. Consumer intimacy and commitment for SVAs lead to service loyalty. Therefore, this paper contributes to research focusing on the importance of consumers' feelings for SVAs and shedding light on the process that drives to service loyalty.

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“…Therefore, the development of SRT in the sector is directly proportional to the benefits consumers get within this smart system. In the literature, preliminary studies in this field analyze the acceptance of SRT (Clodfelter, 2010;Pantano and Servidio, 2012;Anderson and Bolton, 2015;Huang and Liao, 2015). Subsequent researches focus on examining emerging smart retailing technologies such as augmented reality, radio-frequency identification (RFID) technology and shopping assistants.…”

Section: Introductionmentioning

confidence: 99%

Mobil Uygulama Kullanıcısı Müşterilerin Akıllı Alışveriş Deneyimleri: Karabük İlinde Yapılan Bir Alan Araştırması

Yilmaz¹,

Temizkan²

2020

Gaziantep University Journal of Social Sciences

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Günümüzde akıllı alışveriş teknolojilerini kullanan mağazalar giderek çoğalmakta ve gelişmekte bu teknolojilerle ortaya çıkan yeni eğilimler müşteri davranışlarını etkilemektedir. Müşteriler artık akıllı alışveriş teknolojilerini kullanmaya elverişli mobil uygulamaları kullanarak daha fazla akıllı alışveriş deneyimi yaşamaktadırlar. Bu araştırmanın amacı, alışverişlerinde mobil uygulamaları kullanan müşterilerin yaşadıkları akıllı alışveriş deneyimlerinin müşteri tatmini ve alışveriş verimliliği üzerindeki etkisini incelemektir. Toplamda 310 adet anketin analiz edildiği bu çalışmada yüzyüze anket metodu uygulanmıştır. Yapısal model açıklayıcı ve doğrulayıcı faktör analizleriyle test edilmiştir. Yapılan analizler sonucu mobil uygulamaları kullanarak akıllı alışveriş deneyimi yaşayan müşterilerin tatmin seviyesinin yüksek olduğu anlaşılmıştır. Ayrıca akıllı alışveriş deneyimi alışveriş verimliliğini güçlü bir düzeyde etkilemektedir.

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Integration of Sensors to Improve Customer Experience: Implementing Device Integration for the Retail Sector

Cited by 5 publications

References 11 publications

The rise of smart consumers: role of smart servicescape and smart consumer experience co-creation

The rise of smart consumers: role of smart servicescape and smart consumer experience co-creation

How smart experiences build service loyalty: The importance of consumer love for smart voice assistants

Mobil Uygulama Kullanıcısı Müşterilerin Akıllı Alışveriş Deneyimleri: Karabük İlinde Yapılan Bir Alan Araştırması

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