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Service Fascination: Gaining Competitive Advantage through Experiential Self-Service Systems - Couverture souple

Zagel, Christian

 
9783658116729: Service Fascination: Gaining Competitive Advantage through Experiential Self-Service Systems
Couverture souple
ISBN 10 : 3658116722 ISBN 13 : 9783658116729
Editeur : Springer Gabler, 2015

Synopsis

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.

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À propos de l'auteur

Dr. Christian Zagel is a postdoctoral researcher at the Chair of Information Systems (Prof. Dr. Freimut Bodendorf) at the Friedrich-Alexander-University Erlangen-Nuremberg.

Les informations fournies dans la section « A propos du livre » peuvent faire référence à une autre édition de ce titre.

Éditeur
Springer Gabler
Date d'édition
2015
Langue
anglais
ISBN 10 
3658116722
ISBN 13 
9783658116729
Reliure
Broché
Numéro d'édition
1
Nombre de pages
360
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