Service Fascination

Gaining Competitive Advantage through Experiential Self-Service Systems

Christian Zagel (Autor)

Buch | Softcover

XXI, 338 Seiten

2015 | 1st ed. 2016
Springer Fachmedien Wiesbaden GmbH (Verlag)
978-3-658-11672-9 (ISBN)

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Christian Zagel presents a new way of innovating, measuring, and improving self-service systems for retail environments in the context of Customer Experience Management. He shows that technology is used to evoke positive emotions during the shopping experience to not only satisfy the consumer, but also to stimulate fascination for brands and their products. The author's findings illustrate that a customer's experience with a brand is not only determined by the products themselves, but rather by a combination of multiple experiences. Whilst there has been a notable rise in the number of sales channels, the ability to differentiate from competitors is still strongest where the brands have most influence: The physical point of sale.

Dr. Christian Zagel is a postdoctoral researcher at the Chair of Information Systems (Prof. Dr. Freimut Bodendorf) at the Friedrich-Alexander-University Erlangen-Nuremberg.

Human-Computer Interaction.- Customer Experience Management.- Service Fascination.- Experiential Self-Service Systems.

Erscheinungsdatum	20.12.2015
Zusatzinfo	XXI, 338 p. 140 illus.
Verlagsort	Wiesbaden
Sprache	englisch
Maße	148 x 210 mm
Themenwelt	Wirtschaft ► Betriebswirtschaft / Management ► Marketing / Vertrieb
Schlagworte	Business and Economics • Customer Experience Management • Digital Retail • human-centered design • Innovation/Technology Management • IT in business • Marketing • Retail Innovation • Self-Service Systems and Technology
ISBN-10	3-658-11672-2 / 3658116722
ISBN-13	978-3-658-11672-9 / 9783658116729
Zustand	Neuware