Changing of the Retail Landscape: Who Supports Your Customers Matters

Ting Hin Ho (), Dewi Tojib () and Yelena Tsarenko ()
Additional contact information
Ting Hin Ho: Monash University
Dewi Tojib: Monash University
Yelena Tsarenko: Monash University

A chapter in Advances in National Brand and Private Label Marketing, 2019, pp 50-53 from Springer

Abstract: 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.

Keywords: Customer-to-customer support; Service robot; Role congruity; Third-party customers (search for similar items in EconPapers)
Date: 2019
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:prbchp:978-3-030-18911-2_7

Ordering information: This item can be ordered from
http://www.springer.com/9783030189112

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

Access Statistics for this chapter

More chapters in Springer Proceedings in Business and Economics from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().