Technology-Oriented Customer Touchpoints in Context of Services in Retailing : A Differentiated Analysis on Social Presence and Privacy Calculus / Tobias Röding
Publication year: 2023
ISBN: 978-3-658-40554-0
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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.
Subject: Business, Marketing, Business and Economics, Innovation and Technology Management, Service, Retailing, Technology, Privacy Calculus, Social Presence, Physical PoS, Customer Touchpoints
