Changing of the retail landscape: who supports your customers matters

Ting Hin Ho; Dewi Tojib; Yelena Tsarenko

doi:10.1007/978-3-030-18911-2_7

Changing of the retail landscape: who supports your customers matters

Ting Hin Ho
, Dewi Tojib
, Yelena Tsarenko

Department of Marketing

Research output: Chapter in Book/Report/Conference proceeding › Conference Paper › Other › peer-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 language	English
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	https://doi.org/10.1007/978-3-030-18911-2_7
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
ISSN (Print)	2198-7246
ISSN (Electronic)	2198-7254

Conference

Conference	International Conference on Advances in National Brand and Private Label Marketing 2019
Country/Territory	Spain
City	Barcelona
Period	12/06/19 → 14/06/19
Internet address	https://doi.org/10.1007/978-3-030-18911-2

Keywords

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

Access to Document

10.1007/978-3-030-18911-2_7

Cite this

Ho, T. H., Tojib, D., & Tsarenko, Y. (2019). Changing of the retail landscape: who supports your customers matters. In F. J. Martínez-López, J. C. Gázquez-Abad, & A. Roggeveen (Eds.), Advances in National Brand and Private Label Marketing: Sixth International Conference 2019 (1st ed., pp. 50-53). (Springer Proceedings in Business and Economics). Springer. https://doi.org/10.1007/978-3-030-18911-2_7

Ho, Ting Hin ; Tojib, Dewi ; Tsarenko, Yelena. / Changing of the retail landscape : who supports your customers matters. Advances in National Brand and Private Label Marketing: Sixth International Conference 2019. editor / Francisco J. Martínez-López ; Juan Carlos Gázquez-Abad ; Anne Roggeveen. 1st. ed. Cham Switzerland : Springer, 2019. pp. 50-53 (Springer Proceedings in Business and Economics).

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title = "Changing of the retail landscape: who supports your customers matters",

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{\textquoteright} opportunity to interact with fellow customers during retail encounters.",

keywords = "Customer-to-customer support, Role congruity, Service robot, Third-party customers",

author = "Ho, \{Ting Hin\} and Dewi Tojib and Yelena Tsarenko",

note = "Publisher Copyright: {\textcopyright} 2019, Springer Nature Switzerland AG.; International Conference on Advances in National Brand and Private Label Marketing 2019 ; Conference date: 12-06-2019 Through 14-06-2019",

year = "2019",

doi = "10.1007/978-3-030-18911-2\_7",

language = "English",

isbn = "9783030189105",

series = "Springer Proceedings in Business and Economics",

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pages = "50--53",

editor = "Mart{\'i}nez-L{\'o}pez, \{Francisco J.\} and G{\'a}zquez-Abad, \{Juan Carlos\} and Anne Roggeveen",

booktitle = "Advances in National Brand and Private Label Marketing",

address = "Switzerland",

edition = "1st",

url = "https://doi.org/10.1007/978-3-030-18911-2",

}

Ho, TH, Tojib, D & Tsarenko, Y 2019, Changing of the retail landscape: who supports your customers matters. in FJ Martínez-López, JC Gázquez-Abad & A Roggeveen (eds), Advances in National Brand and Private Label Marketing: Sixth International Conference 2019. 1st edn, Springer Proceedings in Business and Economics, Springer, Cham Switzerland, pp. 50-53, International Conference on Advances in National Brand and Private Label Marketing 2019, Barcelona, Spain, 12/06/19. https://doi.org/10.1007/978-3-030-18911-2_7

Changing of the retail landscape: who supports your customers matters. / Ho, Ting Hin; Tojib, Dewi ; Tsarenko, Yelena.
Advances in National Brand and Private Label Marketing: Sixth International Conference 2019. ed. / Francisco J. Martínez-López; Juan Carlos Gázquez-Abad; Anne Roggeveen. 1st. ed. Cham Switzerland: Springer, 2019. p. 50-53 (Springer Proceedings in Business and Economics).

Research output: Chapter in Book/Report/Conference proceeding › Conference Paper › Other › peer-review

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PY - 2019

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AB - 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.

KW - Customer-to-customer support

KW - Role congruity

KW - Service robot

KW - Third-party customers

UR - https://www.scopus.com/pages/publications/85126117453

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BT - Advances in National Brand and Private Label Marketing

A2 - Martínez-López, Francisco J.

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A2 - Roggeveen, Anne

PB - Springer

CY - Cham Switzerland

Y2 - 12 June 2019 through 14 June 2019

ER -

Ho TH, Tojib D , Tsarenko Y. Changing of the retail landscape: who supports your customers matters. In Martínez-López FJ, Gázquez-Abad JC, Roggeveen A, editors, Advances in National Brand and Private Label Marketing: Sixth International Conference 2019. 1st ed. Cham Switzerland: Springer. 2019. p. 50-53. (Springer Proceedings in Business and Economics). doi: 10.1007/978-3-030-18911-2_7

Changing of the retail landscape: who supports your customers matters

Abstract

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Keywords

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