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Table of Contents
Intro
Preface
Contents
About the Authors
List of Figures
List of Tables
1 Introduction-Scope and Overview
1.1 New Technological Innovation and Super-Smart Society
1.2 Omni-Channel Retailing and Phygital Reality
1.3 Value Creation and Value Capture in the Value Realization Process
1.4 Smart Services and the Source of Value
1.5 Acceptance of New Technology and Diffusion of Innovation
1.6 Benefits and Anxiety of the Phygital Reality Market
1.7 Organization of Chapters
References
2 Value Realization from the Perspective of Customers and Users
2.1 Customer Satisfaction, Customer Experience, Customer Loyalty, and Customer Engagement
2.1.1 Customer Satisfaction
2.1.2 Customer Experience
2.1.3 Customer Loyalty
2.1.4 Customer Engagement
2.2 Unique Characteristics of Digital and Smart Technologies
2.2.1 Omnipresence and Big-Data
2.2.2 Ubiquity and Interconnectivity
2.2.3 Autonomy, Assurance, and Security
2.3 Service-Dominant Logic, Digital Servitization, and the Phygital Reality Market
2.3.1 Service-Dominant Logic (SDL), Value-In-Use, and Value Co-creation
2.3.2 Digital Servitization, and Value Co-creation in the Phygital Reality Market
2.4 Value Realization as Innovations and Communication Process
2.4.1 Digital Transformation and Disruptive Innovations
2.4.2 Value Realization as a Communication Process
2.5 Acceptance and Resistance to Smart Technologies
2.5.1 Acceptance of Smart Technologies
2.5.2 Resistance to Smart Technologies
2.5.3 Social Influence and Beyond the Technological Determinism
References
3 Value Creation Through Technological Innovation
3.1 New Technologies and Value Creation
3.1.1 Digital, ICT, Mobile, and Smart Connected Technologies
3.1.2 Internet of Things (IoT) and Phygital Reality
3.1.3 Physical, Digital, Virtual, and Social Realms
3.2 Multi-channel, Cross-Channel, Omni-Channel
3.2.1 Multi-channel: Cannibalization or Synergies
3.2.2 Cross-Channel: Integration at Four Levels
3.2.3 Omni-Channel: Seamless Shopping Experience
References
4 Theory for Understanding the Value Realization
4.1 Challenges of Information Processing and Communication
4.1.1 Privacy Concerns and Privacy Calculus Theory
4.1.2 Big Data, Information Overload, and Choice Overload
4.1.3 Self-Efficacy, Ease of Use, and Trustworthiness
4.2 Logic of Communication Transformations by the Smart Technology and Communication Theories
4.2.1 The Process of Communication Theory
4.2.2 Communication Flow
4.2.3 Selective Exposure
4.2.4 The Limited Effects Theory
4.2.5 Active Audience
4.2.6 Media Are Extensions of the Human Body
4.2.7 The Medium is the Message
4.2.8 Global Village
4.2.9 Media is a Metaphor
4.2.10 Media Situation Theory
4.2.11 Remedial Medium
4.3 Audience-User-Co-creator
Preface
Contents
About the Authors
List of Figures
List of Tables
1 Introduction-Scope and Overview
1.1 New Technological Innovation and Super-Smart Society
1.2 Omni-Channel Retailing and Phygital Reality
1.3 Value Creation and Value Capture in the Value Realization Process
1.4 Smart Services and the Source of Value
1.5 Acceptance of New Technology and Diffusion of Innovation
1.6 Benefits and Anxiety of the Phygital Reality Market
1.7 Organization of Chapters
References
2 Value Realization from the Perspective of Customers and Users
2.1 Customer Satisfaction, Customer Experience, Customer Loyalty, and Customer Engagement
2.1.1 Customer Satisfaction
2.1.2 Customer Experience
2.1.3 Customer Loyalty
2.1.4 Customer Engagement
2.2 Unique Characteristics of Digital and Smart Technologies
2.2.1 Omnipresence and Big-Data
2.2.2 Ubiquity and Interconnectivity
2.2.3 Autonomy, Assurance, and Security
2.3 Service-Dominant Logic, Digital Servitization, and the Phygital Reality Market
2.3.1 Service-Dominant Logic (SDL), Value-In-Use, and Value Co-creation
2.3.2 Digital Servitization, and Value Co-creation in the Phygital Reality Market
2.4 Value Realization as Innovations and Communication Process
2.4.1 Digital Transformation and Disruptive Innovations
2.4.2 Value Realization as a Communication Process
2.5 Acceptance and Resistance to Smart Technologies
2.5.1 Acceptance of Smart Technologies
2.5.2 Resistance to Smart Technologies
2.5.3 Social Influence and Beyond the Technological Determinism
References
3 Value Creation Through Technological Innovation
3.1 New Technologies and Value Creation
3.1.1 Digital, ICT, Mobile, and Smart Connected Technologies
3.1.2 Internet of Things (IoT) and Phygital Reality
3.1.3 Physical, Digital, Virtual, and Social Realms
3.2 Multi-channel, Cross-Channel, Omni-Channel
3.2.1 Multi-channel: Cannibalization or Synergies
3.2.2 Cross-Channel: Integration at Four Levels
3.2.3 Omni-Channel: Seamless Shopping Experience
References
4 Theory for Understanding the Value Realization
4.1 Challenges of Information Processing and Communication
4.1.1 Privacy Concerns and Privacy Calculus Theory
4.1.2 Big Data, Information Overload, and Choice Overload
4.1.3 Self-Efficacy, Ease of Use, and Trustworthiness
4.2 Logic of Communication Transformations by the Smart Technology and Communication Theories
4.2.1 The Process of Communication Theory
4.2.2 Communication Flow
4.2.3 Selective Exposure
4.2.4 The Limited Effects Theory
4.2.5 Active Audience
4.2.6 Media Are Extensions of the Human Body
4.2.7 The Medium is the Message
4.2.8 Global Village
4.2.9 Media is a Metaphor
4.2.10 Media Situation Theory
4.2.11 Remedial Medium
4.3 Audience-User-Co-creator