Changing of the retail landscape: who supports your customers matters

Ting Hin Ho; Dewi Tojib; Yelena Tsarenko

doi:10.1007/978-3-030-18911-2_7

Changing of the retail landscape: who supports your customers matters

Ting Hin Ho, Dewi Tojib, Yelena Tsarenko

Research output: Chapter in Book/Report/Conference proceeding › Conference proceeding contribution › peer-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 language	English
Title of host publication	Advances in national brand and private label marketing
Subtitle of host publication	sixth International Conference, 2019
Editors	Francisco J. Martínez-López, Juan Carlos Gázquez-Abad, Anne Roggeveen
Place of Publication	Cham
Publisher	Springer
Pages	50-53
Number of pages	4
ISBN (Electronic)	9783030189112
ISBN (Print)	9783030189105
DOIs	https://doi.org/10.1007/978-3-030-18911-2_7
Publication status	Published - Jun 2019
Externally published	Yes
Event	International conference on Advances in National Brand and Private Label Marketing (6th : 2019) - Barcelona, Spain Duration: 12 Jun 2019 → 14 Jun 2019

Publication series

Name	Springer proceedings in business and economics
Publisher	Springer
ISSN (Print)	2198-7246
ISSN (Electronic)	2198-7254

Conference

Conference	International conference on Advances in National Brand and Private Label Marketing (6th : 2019)
Country/Territory	Spain
City	Barcelona
Period	12/06/19 → 14/06/19

Keywords

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

Access to Document

10.1007/978-3-030-18911-2_7

Cite this

Ho, T. H., Tojib, D., & Tsarenko, Y. (2019). Changing of the retail landscape: who supports your customers matters. In F. J. Martínez-López, J. C. Gázquez-Abad, & A. Roggeveen (Eds.), Advances in national brand and private label marketing: sixth International Conference, 2019 (pp. 50-53). (Springer proceedings in business and economics). Springer. https://doi.org/10.1007/978-3-030-18911-2_7

Ho, Ting Hin ; Tojib, Dewi ; Tsarenko, Yelena. / Changing of the retail landscape : who supports your customers matters. Advances in national brand and private label marketing: sixth International Conference, 2019. editor / Francisco J. Martínez-López ; Juan Carlos Gázquez-Abad ; Anne Roggeveen. Cham : Springer, 2019. pp. 50-53 (Springer proceedings in business and economics).

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title = "Changing of the retail landscape: who supports your customers matters",

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{\textquoteright} opportunity to interact with fellow customers during retail encounters.",

keywords = "Customer-to-customer support, Service robot, Role congruity, Third-party customers",

author = "Ho, {Ting Hin} and Dewi Tojib and Yelena Tsarenko",

year = "2019",

month = jun,

doi = "10.1007/978-3-030-18911-2_7",

language = "English",

isbn = "9783030189105",

series = "Springer proceedings in business and economics",

publisher = "Springer",

pages = "50--53",

editor = "Mart{\'i}nez-L{\'o}pez, {Francisco J.} and G{\'a}zquez-Abad, {Juan Carlos} and Anne Roggeveen",

booktitle = "Advances in national brand and private label marketing",

note = "International conference on Advances in National Brand and Private Label Marketing (6th : 2019) ; Conference date: 12-06-2019 Through 14-06-2019",

}

Ho, TH, Tojib, D & Tsarenko, Y 2019, Changing of the retail landscape: who supports your customers matters. in FJ Martínez-López, JC Gázquez-Abad & A Roggeveen (eds), Advances in national brand and private label marketing: sixth International Conference, 2019. Springer proceedings in business and economics, Springer, Cham, pp. 50-53, International conference on Advances in National Brand and Private Label Marketing (6th : 2019), Barcelona, Spain, 12/06/19. https://doi.org/10.1007/978-3-030-18911-2_7

Changing of the retail landscape: who supports your customers matters. / Ho, Ting Hin; Tojib, Dewi; Tsarenko, Yelena.
Advances in national brand and private label marketing: sixth International Conference, 2019. ed. / Francisco J. Martínez-López; Juan Carlos Gázquez-Abad; Anne Roggeveen. Cham: Springer, 2019. p. 50-53 (Springer proceedings in business and economics).

Research output: Chapter in Book/Report/Conference proceeding › Conference proceeding contribution › peer-review

TY - GEN

T1 - Changing of the retail landscape

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AU - Tojib, Dewi

AU - Tsarenko, Yelena

PY - 2019/6

Y1 - 2019/6

N2 - 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.

AB - 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.

KW - Customer-to-customer support

KW - Service robot

KW - Role congruity

KW - Third-party customers

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DO - 10.1007/978-3-030-18911-2_7

M3 - Conference proceeding contribution

SN - 9783030189105

T3 - Springer proceedings in business and economics

SP - 50

EP - 53

BT - Advances in national brand and private label marketing

A2 - Martínez-López, Francisco J.

A2 - Gázquez-Abad, Juan Carlos

A2 - Roggeveen, Anne

PB - Springer

CY - Cham

Y2 - 12 June 2019 through 14 June 2019

ER -

Ho TH, Tojib D, Tsarenko Y. Changing of the retail landscape: who supports your customers matters. In Martínez-López FJ, Gázquez-Abad JC, Roggeveen A, editors, Advances in national brand and private label marketing: sixth International Conference, 2019. Cham: Springer. 2019. p. 50-53. (Springer proceedings in business and economics). doi: 10.1007/978-3-030-18911-2_7

Changing of the retail landscape: who supports your customers matters

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Keywords

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