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 language | English |
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Title of host publication | Advances in National Brand and Private Label Marketing |
Subtitle of host publication | Sixth International Conference 2019 |
Editors | Francisco J. Martínez-López, Juan Carlos Gázquez-Abad, Anne Roggeveen |
Place of Publication | Cham Switzerland |
Publisher | Springer |
Pages | 50-53 |
Number of pages | 4 |
Edition | 1st |
ISBN (Electronic) | 9783030189112 |
ISBN (Print) | 9783030189105 |
DOIs | |
Publication status | Published - 2019 |
Event | International Conference on Advances in National Brand and Private Label Marketing 2019 - Barcelona, Spain Duration: 12 Jun 2019 → 14 Jun 2019 Conference number: 6th https://doi.org/10.1007/978-3-030-18911-2 |
Publication series
Name | Springer Proceedings in Business and Economics |
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ISSN (Print) | 2198-7246 |
ISSN (Electronic) | 2198-7254 |
Conference
Conference | International Conference on Advances in National Brand and Private Label Marketing 2019 |
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Country/Territory | Spain |
City | Barcelona |
Period | 12/06/19 → 14/06/19 |
Internet address |
Keywords
- Customer-to-customer support
- Role congruity
- Service robot
- Third-party customers