 Impact of the service encounter assisted by salesperson technology: An exploratory approach based on shopping valueImpact de la rencontre de service assistée par la technologie vendeurMadiha Bendjaballah ()
Post-Print from HAL Abstract: The technology used by frontline employees is not a new subject. This paper tries to offer a new approach by focusing on the impact of the use of MSAs (mobile sales assistants) on perceived value. It therefore complements the first studies on MSAs, which were more focused on frontline employees' perception and on store performance. Through an approach based on the creation and destruction of value, the results of our qualitative study show that MSAs lead to an improvement in the value of functional shopping but can also generate, in some situations, a deterioration in the value of relationship shopping. The study also offers food for thought on the value of hedonic shopping. These results complement the existing studies and offer an interesting initial contribution on perceived value from the consumer's point of view. Keywords: MSA; perceived value; creation and destruction of value; retail; frontline employees; NAVA; valeur perçue; création de valeurs; destruction de valeurs; point de vente physique; vendeurs (search for similar items in EconPapers) Published in Projectics / Proyéctica / Projectique, 2023, 34 (1), pp.55-68. ⟨10.3917/proj.034.0055⟩ There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it. Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-04126994 Access Statistics for this paper More papers in Post-Print from HAL |
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