Technology-Oriented Customer Touchpoints in Context of Services in Retailing

Download or read book Technology-Oriented Customer Touchpoints in Context of Services in Retailing written by Tobias Röding and published by Springer Nature. This book was released on 2023-01-10 with total page 255 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this book, Tobias Röding 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. Based on the essays' findings, implications for both practice and academia are provided..