The effect of queuing technology on customer experience in physical retail environments

Gabriele Obermeier, Robert Zimmermann, Andreas Auinger

Publikation: Beitrag in Buch/Bericht/TagungsbandKonferenzbeitragBegutachtung

Abstract

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.

OriginalspracheEnglisch
TitelHCI in Business, Government and Organizations - 7th International Conference, HCIBGO 2020, Held as Part of the 22nd HCI International Conference, HCII 2020, Proceedings
Redakteure/-innenFiona Fui-Hoon Nah, Keng Siau
Herausgeber (Verlag)Springer
Seiten141-157
Seitenumfang17
ISBN (Print)9783030503406
DOIs
PublikationsstatusVeröffentlicht - 2020
Veranstaltung7th International Conference on HCI in Business, Government, and Organizations, HCIBGO 2020, held as part of the 22nd International Conference on Human-Computer Interaction, HCII 2020 - Copenhagen, Dänemark
Dauer: 19 Jul 202024 Jul 2020

Publikationsreihe

NameLecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Band12204 LNCS
ISSN (Print)0302-9743
ISSN (elektronisch)1611-3349

Konferenz

Konferenz7th International Conference on HCI in Business, Government, and Organizations, HCIBGO 2020, held as part of the 22nd International Conference on Human-Computer Interaction, HCII 2020
Land/GebietDänemark
OrtCopenhagen
Zeitraum19.07.202024.07.2020

Fingerprint

Untersuchen Sie die Forschungsthemen von „The effect of queuing technology on customer experience in physical retail environments“. Zusammen bilden sie einen einzigartigen Fingerprint.

Zitieren