Changing of the retail landscape: who supports your customers matters

Ting Hin Ho, Dewi Tojib, Yelena Tsarenko

Research output: Chapter in Book/Report/Conference proceedingConference proceeding contributionpeer-review

Abstract

The increasing trend of replacing front-line employees with self-service kiosks or automated systems has undoubtedly altered the nature of retail landscape. In these settings, the limited presence of front-line employees has increased customers’ opportunity to interact with fellow customers during retail encounters.
Original languageEnglish
Title of host publicationAdvances in national brand and private label marketing
Subtitle of host publicationsixth International Conference, 2019
EditorsFrancisco J. Martínez-López, Juan Carlos Gázquez-Abad, Anne Roggeveen
Place of PublicationCham
PublisherSpringer
Pages50-53
Number of pages4
ISBN (Electronic)9783030189112
ISBN (Print)9783030189105
DOIs
Publication statusPublished - Jun 2019
Externally publishedYes
EventInternational conference on Advances in National Brand and Private Label Marketing (6th : 2019) - Barcelona, Spain
Duration: 12 Jun 201914 Jun 2019

Publication series

NameSpringer proceedings in business and economics
PublisherSpringer
ISSN (Print)2198-7246
ISSN (Electronic)2198-7254

Conference

ConferenceInternational conference on Advances in National Brand and Private Label Marketing (6th : 2019)
CountrySpain
CityBarcelona
Period12/06/1914/06/19

Keywords

  • Customer-to-customer support
  • Service robot
  • Role congruity
  • Third-party customers

Fingerprint Dive into the research topics of 'Changing of the retail landscape: who supports your customers matters'. Together they form a unique fingerprint.

Cite this