Overview
- Publication in the field of economic sciences.
- Includes supplementary material: sn.pub/extras
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Table of contents (5 chapters)
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Front Matter
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Back Matter
Keywords
About this book
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.
Authors and Affiliations
About 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.
Bibliographic Information
Book Title: Service Fascination
Book Subtitle: Gaining Competitive Advantage through Experiential Self-Service Systems
Authors: Christian Zagel
DOI: https://doi.org/10.1007/978-3-658-11673-6
Publisher: Springer Gabler Wiesbaden
eBook Packages: Business and Management, Business and Management (R0)
Copyright Information: Springer Fachmedien Wiesbaden 2016
Softcover ISBN: 978-3-658-11672-9Published: 16 December 2015
eBook ISBN: 978-3-658-11673-6Published: 10 December 2015
Edition Number: 1
Number of Pages: XXI, 338
Number of Illustrations: 140 b/w illustrations
Topics: Marketing, Innovation/Technology Management, IT in Business