Human-Computer Interaction in Physical Retail Environments and the Impact on Customer Experience: Systematic Literature Review and Research Agenda

Gabriele Obermeier; Andreas Auinger

doi:10.1007/978-3-030-22335-9_4

Human-Computer Interaction in Physical Retail Environments and the Impact on Customer Experience: Systematic Literature Review and Research Agenda

Gabriele Obermeier, Andreas Auinger

Research output: Chapter in Book/Report/Conference proceedings › Conference contribution › peer-review

8 Citations (Scopus)

Abstract

Shopping in the traditional retail environment is increasingly being influenced by technologies enabling human-computer interaction. Scientists, as well as retailers, are interested in examining the effects of interactive in-store technologies on customer behavior. An abundance of researchers have examined customer acceptance of interactive technologies, but little is known about its effects on the customer’s experience and its consequences, such as satisfaction, loyalty, and purchase intention. Following the guidelines for a systematic literature review, this article gives an overview of empirical studies conducted on interactive technologies in traditional brick-and-mortar retail stores. Based on that review, this paper provides a research agenda for future work on interactive in-store technologies and their impact on customer experience and suggests possible research methods for empirical studies in the field of human-computer interaction.

Original language	English
Title of host publication	HCI in Business, Government and Organizations. eCommerce and Consumer Behavior - 6th International Conference, HCIBGO 2019, Held as Part of the 21st HCI International Conference, HCII 2019, Proceedings
Editors	Fiona Fui-Hoon Nah, Keng Siau
Publisher	Springer
Pages	51-66
Number of pages	16
ISBN (Print)	9783030223342
DOIs	https://doi.org/10.1007/978-3-030-22335-9_4
Publication status	Published - 2019
Event	6th International Conference on HCI in Business, Government, and Organizations, HCIBGO 2019, held as part of the 21st International Conference on Human-Computer Interaction, HCI International 2019 - Orlando, United States Duration: 26 Jul 2019 → 31 Jul 2019

Publication series

Name	Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volume	11588 LNCS
ISSN (Print)	0302-9743
ISSN (Electronic)	1611-3349

Conference

Conference	6th International Conference on HCI in Business, Government, and Organizations, HCIBGO 2019, held as part of the 21st International Conference on Human-Computer Interaction, HCI International 2019
Country/Territory	United States
City	Orlando
Period	26.07.2019 → 31.07.2019

Keywords

Customer experience
Digital retail
Interactive technology
Research methods

Access to Document

10.1007/978-3-030-22335-9_4

Cite this

Obermeier, G., & Auinger, A. (2019). Human-Computer Interaction in Physical Retail Environments and the Impact on Customer Experience: Systematic Literature Review and Research Agenda. In F. F.-H. Nah, & K. Siau (Eds.), HCI in Business, Government and Organizations. eCommerce and Consumer Behavior - 6th International Conference, HCIBGO 2019, Held as Part of the 21st HCI International Conference, HCII 2019, Proceedings (pp. 51-66). (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); Vol. 11588 LNCS). Springer. https://doi.org/10.1007/978-3-030-22335-9_4

Obermeier, Gabriele ; Auinger, Andreas. / Human-Computer Interaction in Physical Retail Environments and the Impact on Customer Experience : Systematic Literature Review and Research Agenda. HCI in Business, Government and Organizations. eCommerce and Consumer Behavior - 6th International Conference, HCIBGO 2019, Held as Part of the 21st HCI International Conference, HCII 2019, Proceedings. editor / Fiona Fui-Hoon Nah ; Keng Siau. Springer, 2019. pp. 51-66 (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)).

@inproceedings{a9326f72ecbf4f5d8532da3bb6b031fd,

title = "Human-Computer Interaction in Physical Retail Environments and the Impact on Customer Experience: Systematic Literature Review and Research Agenda",

abstract = "Shopping in the traditional retail environment is increasingly being influenced by technologies enabling human-computer interaction. Scientists, as well as retailers, are interested in examining the effects of interactive in-store technologies on customer behavior. An abundance of researchers have examined customer acceptance of interactive technologies, but little is known about its effects on the customer{\textquoteright}s experience and its consequences, such as satisfaction, loyalty, and purchase intention. Following the guidelines for a systematic literature review, this article gives an overview of empirical studies conducted on interactive technologies in traditional brick-and-mortar retail stores. Based on that review, this paper provides a research agenda for future work on interactive in-store technologies and their impact on customer experience and suggests possible research methods for empirical studies in the field of human-computer interaction.",

keywords = "Customer experience, Digital retail, Interactive technology, Research methods",

author = "Gabriele Obermeier and Andreas Auinger",

note = "Funding Information: The present work was conducted within the training network project PERFORM funded by the European Union{\textquoteright}s Horizon 2020 research and innovation program under the Marie Sk{\l}odowska-Curie grant agreement No. 76539. This study reflects only the authors{\textquoteright} view, the EU Research Executive Agency is not responsible for any use that may be made of the information it contains. Funding Information: Acknowledgments. The present work was conducted within the training network project PERFORM funded by the European Union{\textquoteright}s Horizon 2020 research and innovation program under the Marie Sk{\l}odowska-Curie grant agreement No. 76539. This study reflects only the authors{\textquoteright} view, the EU Research Executive Agency is not responsible for any use that may be made of the information it contains. Publisher Copyright: {\textcopyright} 2019, Springer Nature Switzerland AG.; 6th International Conference on HCI in Business, Government, and Organizations, HCIBGO 2019, held as part of the 21st International Conference on Human-Computer Interaction, HCI International 2019 ; Conference date: 26-07-2019 Through 31-07-2019",

year = "2019",

doi = "10.1007/978-3-030-22335-9_4",

language = "English",

isbn = "9783030223342",

series = "Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)",

publisher = "Springer",

pages = "51--66",

editor = "Nah, {Fiona Fui-Hoon} and Keng Siau",

booktitle = "HCI in Business, Government and Organizations. eCommerce and Consumer Behavior - 6th International Conference, HCIBGO 2019, Held as Part of the 21st HCI International Conference, HCII 2019, Proceedings",

address = "Germany",

}

Obermeier, G & Auinger, A 2019, Human-Computer Interaction in Physical Retail Environments and the Impact on Customer Experience: Systematic Literature Review and Research Agenda. in FF-H Nah & K Siau (eds), HCI in Business, Government and Organizations. eCommerce and Consumer Behavior - 6th International Conference, HCIBGO 2019, Held as Part of the 21st HCI International Conference, HCII 2019, Proceedings. Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics), vol. 11588 LNCS, Springer, pp. 51-66, 6th International Conference on HCI in Business, Government, and Organizations, HCIBGO 2019, held as part of the 21st International Conference on Human-Computer Interaction, HCI International 2019, Orlando, United States, 26.07.2019. https://doi.org/10.1007/978-3-030-22335-9_4

Human-Computer Interaction in Physical Retail Environments and the Impact on Customer Experience: Systematic Literature Review and Research Agenda. / Obermeier, Gabriele; Auinger, Andreas.
HCI in Business, Government and Organizations. eCommerce and Consumer Behavior - 6th International Conference, HCIBGO 2019, Held as Part of the 21st HCI International Conference, HCII 2019, Proceedings. ed. / Fiona Fui-Hoon Nah; Keng Siau. Springer, 2019. p. 51-66 (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); Vol. 11588 LNCS).

Research output: Chapter in Book/Report/Conference proceedings › Conference contribution › peer-review

TY - GEN

T1 - Human-Computer Interaction in Physical Retail Environments and the Impact on Customer Experience

T2 - 6th International Conference on HCI in Business, Government, and Organizations, HCIBGO 2019, held as part of the 21st International Conference on Human-Computer Interaction, HCI International 2019

AU - Obermeier, Gabriele

AU - Auinger, Andreas

N1 - Funding Information: The present work was conducted within the training network project PERFORM funded by the European Union’s Horizon 2020 research and innovation program under the Marie Skłodowska-Curie grant agreement No. 76539. This study reflects only the authors’ view, the EU Research Executive Agency is not responsible for any use that may be made of the information it contains. Funding Information: Acknowledgments. The present work was conducted within the training network project PERFORM funded by the European Union’s Horizon 2020 research and innovation program under the Marie Skłodowska-Curie grant agreement No. 76539. This study reflects only the authors’ view, the EU Research Executive Agency is not responsible for any use that may be made of the information it contains. Publisher Copyright: © 2019, Springer Nature Switzerland AG.

PY - 2019

Y1 - 2019

N2 - Shopping in the traditional retail environment is increasingly being influenced by technologies enabling human-computer interaction. Scientists, as well as retailers, are interested in examining the effects of interactive in-store technologies on customer behavior. An abundance of researchers have examined customer acceptance of interactive technologies, but little is known about its effects on the customer’s experience and its consequences, such as satisfaction, loyalty, and purchase intention. Following the guidelines for a systematic literature review, this article gives an overview of empirical studies conducted on interactive technologies in traditional brick-and-mortar retail stores. Based on that review, this paper provides a research agenda for future work on interactive in-store technologies and their impact on customer experience and suggests possible research methods for empirical studies in the field of human-computer interaction.

AB - Shopping in the traditional retail environment is increasingly being influenced by technologies enabling human-computer interaction. Scientists, as well as retailers, are interested in examining the effects of interactive in-store technologies on customer behavior. An abundance of researchers have examined customer acceptance of interactive technologies, but little is known about its effects on the customer’s experience and its consequences, such as satisfaction, loyalty, and purchase intention. Following the guidelines for a systematic literature review, this article gives an overview of empirical studies conducted on interactive technologies in traditional brick-and-mortar retail stores. Based on that review, this paper provides a research agenda for future work on interactive in-store technologies and their impact on customer experience and suggests possible research methods for empirical studies in the field of human-computer interaction.

KW - Customer experience

KW - Digital retail

KW - Interactive technology

KW - Research methods

UR - http://www.scopus.com/inward/record.url?scp=85069856627&partnerID=8YFLogxK

U2 - 10.1007/978-3-030-22335-9_4

DO - 10.1007/978-3-030-22335-9_4

M3 - Conference contribution

SN - 9783030223342

T3 - Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)

SP - 51

EP - 66

BT - HCI in Business, Government and Organizations. eCommerce and Consumer Behavior - 6th International Conference, HCIBGO 2019, Held as Part of the 21st HCI International Conference, HCII 2019, Proceedings

A2 - Nah, Fiona Fui-Hoon

A2 - Siau, Keng

PB - Springer

Y2 - 26 July 2019 through 31 July 2019

ER -

Obermeier G, Auinger A. Human-Computer Interaction in Physical Retail Environments and the Impact on Customer Experience: Systematic Literature Review and Research Agenda. In Nah FFH, Siau K, editors, HCI in Business, Government and Organizations. eCommerce and Consumer Behavior - 6th International Conference, HCIBGO 2019, Held as Part of the 21st HCI International Conference, HCII 2019, Proceedings. Springer. 2019. p. 51-66. (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)). doi: 10.1007/978-3-030-22335-9_4

Human-Computer Interaction in Physical Retail Environments and the Impact on Customer Experience: Systematic Literature Review and Research Agenda

Abstract

Publication series

Conference

Keywords

Access to Document

Other files and links

Fingerprint

PERFORM - Pioneering the Digital Future for Omnichannel Retail Managers

Cite this

Human-Computer Interaction in Physical Retail Environments and the Impact on Customer Experience: Systematic Literature Review and Research Agenda

Abstract

Publication series

Conference

Keywords

Access to Document

Other files and links

Fingerprint

Projects

PERFORM - Pioneering the Digital Future for Omnichannel Retail Managers

Cite this