Technology-Oriented Customer Touchpoints in Context of Services in Retailing

Name: Technology-Oriented Customer Touchpoints in Context of Services in Retailing
Brand: Springer Nature
SKU: 9783658405533
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Springer Nature

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9783658405533

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Product Description

In this book, Tobias Rding 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.

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