05693nam 22006495 450 991025493080332120200705014520.03-658-11673-010.1007/978-3-658-11673-6(CKB)3780000000093505(EBL)4189477(DE-He213)978-3-658-11673-6(MiAaPQ)EBC4189477(PPN)228318335(EXLCZ)99378000000009350520151210d2016 u| 0engur|n|---|||||txtrdacontentcrdamediacrrdacarrierService Fascination Gaining Competitive Advantage through Experiential Self-Service Systems /by Christian Zagel1st ed. 2016.Wiesbaden :Springer Fachmedien Wiesbaden :Imprint: Springer Gabler,2016.1 online resource (358 p.)Springer Gabler ResearchDescription based upon print version of record.3-658-11672-2 Includes bibliographical references.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 Model3.3 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 Trends2.3.3 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 Ideation4.4.3 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 ImprovementChristian 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.  ;.Springer Gabler research.MarketingManagementIndustrial managementInformation technologyBusiness—Data processingMarketinghttps://scigraph.springernature.com/ontologies/product-market-codes/513000Innovation/Technology Managementhttps://scigraph.springernature.com/ontologies/product-market-codes/518000IT in Businesshttps://scigraph.springernature.com/ontologies/product-market-codes/522000Marketing.Management.Industrial management.Information technology.Business—Data processing.Marketing.Innovation/Technology Management.IT in Business.650Zagel Christianauthttp://id.loc.gov/vocabulary/relators/aut926287BOOK9910254930803321Service Fascination2288959UNINA