New technologies such as Internet of Things (IoT), Augmented Reality (AR), Virtual Reality (VR), Mixed Reality (MR), virtual assistants, chatbots, and robots, which are typically powered by ...Artificial Intelligence (AI), are dramatically transforming the customer experience. In this paper, we offer a fresh typology of new technologies powered by AI and propose a new framework for understanding the role of new technologies on the customer/shopper journey. Specifically, we discuss the impact and implications of these technologies on each broad stage of the shopping journey (pre-transaction, transaction, and post-transaction) and advance a new conceptualization for managing these new AI technologies along customer experience dimensions to create experiential value. We discuss future research ideas emanating from our framework and outline interdisciplinary research avenues.
•The impact of new technologies on the stages of the customer journey.•The impact on type of customer experience (cognitive, sensory/emotional, social).•Important potential moderators for the customer journey.•Important potential moderators for creating experiential value.•Some interdisciplinary research avenues.
Corporate digital responsibility Lobschat, Lara; Mueller, Benjamin; Eggers, Felix ...
Journal of business research,
January 2021, 2021-01-00, 20210101, Volume:
122
Journal Article
Peer reviewed
Open access
We propose that digital technologies and related data become increasingly prevalent and that, consequently, ethical concerns arise. Looking at four principal stakeholders, we propose corporate ...digital responsibility (CDR) as a novel concept. We define CDR as the set of shared values and norms guiding an organization's operations with respect to four main processes related to digital technology and data. These processes are the creation of technology and data capture, operation and decision making, inspection and impact assessment, and refinement of technology and data. We expand our discussion by highlighting how to managerially effectuate CDR compliant behavior based on an organizational culture perspective. Our conceptualization unlocks future research opportunities, especially regarding pertinent antecedents and consequences. Managerially, we shed first light on how an organization's shared values and norms regarding CDR can get translated into actionable guidelines for users. This provides grounds for future discussions related to CDR readiness, implementation, and success.
Human enhancement technology (HET) is advancing a host of industries, yet it remains limited in its retail, sales, and service applications. Soon, however, these technologies appear likely to have ...notable impacts on customer experiences. To address their potential influences on customer–employee interactions and the customer experience, this article leverages insights about the human–robot continuum to predict that a mid-range approach may be realistic for retail, sales, and service encounters (cf. pure robot range), at least in the near term. Furthermore, the authors detail the likelihood of both beneficial (elevated warmth and competence) and detrimental (dehumanization) mediating effects of HET on customer experiences. They also propose four moderators: information about the HET, gain/loss frames, persuasion ability, and strategic fit between HET and firm orientations. These insights suggest various implications and research directions pertaining to HET, as well as ways that these technologies might be used effectively in different industries.
•Human enhancement technologies (HET) remain understudied in service/retail settings.•This article examines how HET can affect customer experiences.•The authors discuss beneficial and detrimental mediating effects of HET.•They propose four moderators (e.g., gain/loss frame, persuasion ability, strategic fit).•Managerial and research implications pertaining to HET are presented.
Brick-and-mortar grocery retailers that undertake major format changes often do so in a staggered rollout and radically transform just one store at a time. This approach begs two questions: What ...effects does a radical store transformation have on existing customers’ sales at the transformed store (own-effect) and at the chain’s nearby untransformed stores (cross-effect)? Do the effects vary with customer characteristics? These questions are investigated using a quasi-field experiment of a staggered radical store transformation of a German retailer. Conventional wisdom would predict cannibalization of nearby untransformed stores’ sales. However, applying our proposed theoretical framework shows, for this empirical case, a negative own- but a positive cross-effect on existing customers. Further, existing customers who had a greater preference for and shopped more at the old format are most likely to migrate. Thus, nearby untransformed stores can help retain existing customers who may get turned off by a radical store transformation.
Provider: - Institution: - Data provided by Europeana Collections- Verbraucher äußern zunehmend Bedenken hinsichtlich ihrer Privatsphäre und der Preisgabe von persönlichen Informationen im Internet. ...In diesem Beitrag werden kritische individuelle Einflussgrößen auf die Ausprägung von Privatsphäre-Bedenken identifiziert und diskutiert. Darauf aufbauend werden verschieden Privatsphäre-Typen abgeleitet und Ansätze für Unternehmen zum Umgang mit Privatsphäre-Bedenken von Verbrauchern sowie Implikationen für den Verbraucherschutz entwickelt.- All metadata published by Europeana are available free of restriction under the Creative Commons CC0 1.0 Universal Public Domain Dedication. However, Europeana requests that you actively acknowledge and give attribution to all metadata sources including Europeana
PDF
