LEADER 05693nam 22006495 450 001 9910254930803321 005 20200705014520.0 010 $a3-658-11673-0 024 7 $a10.1007/978-3-658-11673-6 035 $a(CKB)3780000000093505 035 $a(EBL)4189477 035 $a(DE-He213)978-3-658-11673-6 035 $a(MiAaPQ)EBC4189477 035 $a(PPN)228318335 035 $a(EXLCZ)993780000000093505 100 $a20151210d2016 u| 0 101 0 $aeng 135 $aur|n|---||||| 181 $ctxt$2rdacontent 182 $cc$2rdamedia 183 $acr$2rdacarrier 200 10$aService Fascination $eGaining Competitive Advantage through Experiential Self-Service Systems /$fby Christian Zagel 205 $a1st ed. 2016. 210 1$aWiesbaden :$cSpringer Fachmedien Wiesbaden :$cImprint: Springer Gabler,$d2016. 215 $a1 online resource (358 p.) 225 1 $aSpringer Gabler Research 300 $aDescription based upon print version of record. 311 $a3-658-11672-2 320 $aIncludes bibliographical references. 327 $aIntro; 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 327 $a3.3 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 327 $a2.3.3 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 327 $a4.4.3 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 330 $aChristian Zagel presents a new way of innovating, measuring, and improving self-service systems for retail environments in the context of Customer Experience Management. He shows that technology is used to evoke positive emotions during the shopping experience to not only satisfy the consumer, but also to stimulate fascination for brands and their products. The author?s findings illustrate that a customer?s experience with a brand is not only determined by the products themselves, but rather by a combination of multiple experiences. Whilst there has been a notable rise in the number of sales channels, the ability to differentiate from competitors is still strongest where the brands have most influence: The physical point of sale. Contents ? Human-Computer Interaction ? Customer Experience Management ? Service Fascination ? Experiential Self-Service Systems Target Groups ? Researchers and students in the field of economics with a focus on information systems, informatics, marketing, system design, and human-computer interaction ? Practitioners in commerce, marketing, customer experience management, innovation management, and retail environments The Author Dr. Christian Zagel is a postdoctoral researcher at the Chair of Information Systems (Prof. Dr. Freimut Bodendorf) at the Friedrich-Alexander-University Erlangen-Nuremberg.  ;. 410 0$aSpringer Gabler research. 606 $aMarketing 606 $aManagement 606 $aIndustrial management 606 $aInformation technology 606 $aBusiness?Data processing 606 $aMarketing$3https://scigraph.springernature.com/ontologies/product-market-codes/513000 606 $aInnovation/Technology Management$3https://scigraph.springernature.com/ontologies/product-market-codes/518000 606 $aIT in Business$3https://scigraph.springernature.com/ontologies/product-market-codes/522000 615 0$aMarketing. 615 0$aManagement. 615 0$aIndustrial management. 615 0$aInformation technology. 615 0$aBusiness?Data processing. 615 14$aMarketing. 615 24$aInnovation/Technology Management. 615 24$aIT in Business. 676 $a650 700 $aZagel$b Christian$4aut$4http://id.loc.gov/vocabulary/relators/aut$0926287 906 $aBOOK 912 $a9910254930803321 996 $aService Fascination$92288959 997 $aUNINA