Service Fascination [electronic resource] : Gaining Competitive Advantage through Experiential Self-Service Systems /
Zagel, Christian.author.
Christian Zagel presents a new way of innovating, measuring, and improving self-service systems for retail environments in the context of Customer Experience Management. He shows that technology is used to evoke positive emotions during the shopping experience to not only satisfy the consumer, but also to stimulate fascination for brands and their products. The author’s findings illustrate that a customer’s experience with a brand is not only determined by the products themselves, but rather by a combination of multiple experiences. Whilst there has been a notable rise in the number of sales channels, the ability to differentiate from competitors is still strongest where the brands have most influence: The physical point of sale. Contents • Human-Computer Interaction • Customer Experience Management • Service Fascination • Experiential Self-Service Systems Target Groups • Researchers and students in the field of economics with a focus on information systems, informatics, marketing, system design, and human-computer interaction • Practitioners in commerce, marketing, customer experience management, innovation management, and retail environments The Author Dr. Christian Zagel is a postdoctoral researcher at the Chair of Information Systems (Prof. Dr. Freimut Bodendorf) at the Friedrich-Alexander-University Erlangen-Nuremberg.  ;.
Description based upon print version of record.
Intro; Contents; List of Figures; List of Tables; List of Abbreviations; Chapter 1 Introduction; Chapter 2 Conceptual Foundations; Chapter 3 Service Fascination; Chapter 4 Experiential Self-Service Systems; Chapter 5 Conclusion; Bibliography; Appendix; 1.1 Motivation; 1.2 Objective and Methodology; 1.3 Related Research; 1.4 Research Questions; 1.5 Research Design; 1.6 Structure; 2.1 Objective and Methodology; 2.2 Services Science; 2.3 Human-Computer Interaction; 2.4 Customer Experience Management; 2.5 Interim Conclusion; 3.1 Objective and Methodology; 3.2 Engineering Model
3.3 Evaluation Model3.4 Interim Conclusion; 4.1 Objective and Methodology; 4.2 Context Analysis; 4.3 Interactive Shopping Window; 4.4 Low-Cost Body Scanner; 4.5 Product Experience Wall; 4.6 Interactive Fitting Room; 4.7 Social Mirror; 4.8 Interim Conclusion; 5.1 Summary; 5.2 Research Results; 5.3 Implications for Future Research; A.1 Service Fascination Questionnaire - German Version; A.2 Experiential Design Questionnaire - German Version; 2.2.1 Definition; 2.2.2 Research Trends; 2.2.3 Service Engineering; 2.2.4 Challenges and Research Gaps; 2.3.1 Definition; 2.3.2 Research Trends
2.3.3 Usability Engineering2.3.4 Challenges and Research Gaps; 2.4.1 Definition; 2.4.2 Research Trends; 2.4.3 Experience Engineering; 2.4.4 Challenges and Research Gaps; 3.2.1 Overview; 3.2.2 Context Analysis; 3.2.3 Development; 3.2.4 Fascination Assessment and Transformation; 3.3.1 Overview; 3.3.2 Subjective Measurement; 3.3.3 Objective Measurement; 4.2.1 Retail Customer Journey Mapping; 4.2.2 Retail Technology Portfolio; 4.2.3 Use Case Overview; 4.3.1 Motivation and Goal; 4.3.2 Ideation; 4.3.3 Implementation; 4.3.4 Evaluation; 4.3.5 Improvement; 4.4.1 Motivation and Goal; 4.4.2 Ideation
4.4.3 Implementation4.4.4 Evaluation; 4.4.5 Improvement; 4.5.1 Motivation and Goal; 4.5.2 Ideation; 4.5.3 Implementation; 4.5.4 Evaluation; 4.5.5 Improvement; 4.6.1 Motivation and Goal; 4.6.2 Ideation; 4.6.3 Implementation; 4.6.4 Evaluation; 4.6.5 Improvement; 4.7.1 Motivation and Goal; 4.7.2 Ideation; 4.7.3 Implementation; 4.7.4 Evaluation; 4.7.5 Improvement
Includes bibliographical references.
Christian Zagel presents a new way of innovating, measuring, and improving self-service systems for retail environments in the context of Customer Experience Management. He shows that technology is used to evoke positive emotions during the shopping experience to not only satisfy the consumer, but also to stimulate fascination for brands and their products. The author’s findings illustrate that a customer’s experience with a brand is not only determined by the products themselves, but rather by a combination of multiple experiences. Whilst there has been a notable rise in the number of sales channels, the ability to differentiate from competitors is still strongest where the brands have most influence: The physical point of sale. Contents • Human-Computer Interaction • Customer Experience Management • Service Fascination • Experiential Self-Service Systems Target Groups • Researchers and students in the field of economics with a focus on information systems, informatics, marketing, system design, and human-computer interaction • Practitioners in commerce, marketing, customer experience management, innovation management, and retail environments The Author Dr. Christian Zagel is a postdoctoral researcher at the Chair of Information Systems (Prof. Dr. Freimut Bodendorf) at the Friedrich-Alexander-University Erlangen-Nuremberg.  ;.
Marketing.
Management.
Industrial management.
Information technology.
Business—Data processing.
Marketing.
Innovation/Technology Management.
IT in Business.