Changing of the retail landscape: who supports your customers matters

Research output: Chapter in Book/Report/Conference proceedingConference PaperOtherpeer-review

Abstract

The increasing trend of replacing front-line employees with self-service kiosks or automated systems has undoubtedly altered the nature of retail landscape. In these settings, the limited presence of front-line employees has increased customers’ opportunity to interact with fellow customers during retail encounters.

Original languageEnglish
Title of host publicationAdvances in National Brand and Private Label Marketing
Subtitle of host publicationSixth International Conference 2019
EditorsFrancisco J. Martínez-López, Juan Carlos Gázquez-Abad, Anne Roggeveen
Place of PublicationCham Switzerland
PublisherSpringer
Pages50-53
Number of pages4
Edition1st
ISBN (Electronic)9783030189112
ISBN (Print)9783030189105
DOIs
Publication statusPublished - 2019
EventInternational Conference on Advances in National Brand and Private Label Marketing 2019 - Barcelona, Spain
Duration: 12 Jun 201914 Jun 2019
Conference number: 6th
https://doi.org/10.1007/978-3-030-18911-2

Publication series

NameSpringer Proceedings in Business and Economics
ISSN (Print)2198-7246
ISSN (Electronic)2198-7254

Conference

ConferenceInternational Conference on Advances in National Brand and Private Label Marketing 2019
Country/TerritorySpain
CityBarcelona
Period12/06/1914/06/19
Internet address

Keywords

  • Customer-to-customer support
  • Role congruity
  • Service robot
  • Third-party customers

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