The Customer Experience with Fashion Sale Robots: A Psycho-interpretative Framework

Raffaella Montera (), Maria Vincenza Ciasullo, Nicola Cucari and Rosario Bianco
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Raffaella Montera: Pegaso University
Maria Vincenza Ciasullo: University of Salerno
Rosario Bianco: Pegaso University

Chapter 10 in Digital Transformation for Fashion and Luxury Brands, 2024, pp 207-223 from Springer

Abstract: Abstract This chapter aims to conceptually examine how perceptions of a customer experience with service robots are formed in a fashion retail context. The theoretical backbone is the integration of managerial and marketing view of human-machine interaction through Variety Information Model (VIM) and a psychological approach to the user adoption of new technologies according to Cognitive-Affective-Conative (CAC) model. The existing body of knowledge on humans’ reactions to service robots in a fashion retail context is enriched by proposing a new and multidisciplinary framework in which information units are the antecedents of customers’ experiences; synthesis schemes affect the cognitive experience; general schemes impact the conative experience; and categorical values are linked to the affective experience. The factors, from the customer’s side, conditioning the customer experience with fashion sale robots are thereby highlighted.

Keywords: Customer experience; Fashion retailing; Service robots; Information Variety Model; Cognitive-Affective-Conative model; Psycho-interpretative framework (search for similar items in EconPapers)
Date: 2024
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-031-35589-9_10

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DOI: 10.1007/978-3-031-35589-9_10

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