Service Fascination : Gaining Competitive Advantage through Experiential Self-Service Systems / by Christian Zagel.

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Service Fascination : Gaining Competitive Advantage through Experiential Self-Service Systems / by Christian Zagel.

1st ed. 2016.

9783658116736
3658116730
3658116722

Wiesbaden : Springer Fachmedien Wiesbaden : Imprint : Springer Gabler, 2016.

English

1 online resource (xxi, 338 pages) : illustrations.

10.1007/978-3-658-11673-6 doi

HF5410-5417.5

658.8

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 authorℓ́ℓs findings illustrate that a customerℓ́ℓs 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. Contents ℓ́Ø Human-Computer Interaction ℓ́Ø Customer Experience Management ℓ́Ø Service Fascination ℓ́Ø Experiential Self-Service Systems Target Groups ℓ́Ø Researchers and students in the field of economics with a focus on information systems, informatics, marketing, system design, and human-computer interaction ℓ́Ø Practitioners in commerce, marketing, customer experience management, innovation management, and retail environments The Author Dr. Christian Zagel is a postdoctoral researcher at the Chair of Information Systems (Prof. Dr. Freimut Bodendorf) at the Friedrich-Alexander-University Erlangen-Nuremberg.℗ℓ.

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