4291063
doi
10.1007/978-3-030-50341-3_12
oai:zenodo.org:4291063
user-eu
Zimmermann
Robert
Auinger
Andreas
The Effect of Queuing Technology on Customer Experience in Physical Retail Environments
Obermeier
Gabriele
info:eu-repo/semantics/openAccess
Creative Commons Attribution 4.0 International
https://creativecommons.org/licenses/by/4.0/legalcode
Customer experience
Queuing
Self-service technology
Field study
Digital retail
<p>Queuing systems manage the order of customers waiting for their service encounter fairly and equitably and influence the perception of their experience in a physical retail store. In this field study, we investigate a self-service and a human-operated queuing system, both offering additional features, designed to offer a higher level of personalization and convenience for the customer’s waiting time. Our study shows that advanced queuing technologies in stores, with generally low customer frequency and short waiting times, show no statistically significant effect on a customer’s perception of the overall customer experience, satisfaction or intention to repurchase. However, customers were satisfied with the technologies and evaluated their queuing experience as effortless, easy and quick, which shows general support for those technologies. Beyond the statistical analysis, our mixed-method approach contributes to a broad understanding of advanced queuing technology for practitioners, retailers and developers of such systems.</p>
Zenodo
2020-07-10
info:eu-repo/semantics/conferencePaper
4291062
user-eu
award_title=Pioneering the Digital Future for Omnichannel Retail Managers; award_number=765395; award_identifiers_scheme=url; award_identifiers_identifier=https://cordis.europa.eu/projects/765395; funder_id=00k4n6c32; funder_name=European Commission;
1606350433.821452
884555
md5:399726c5bf4fce4d52c852a1966a74f3
https://zenodo.org/records/4291063/files/The Effect of Queuing Technology on Customer Experience in Physical Retail Environments_Springer.pdf
public