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

Research output: Chapter in Book/Report/Conference proceedingsConference contributionpeer-review

3 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 languageEnglish
Title of host publicationHCI 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
EditorsFiona Fui-Hoon Nah, Keng Siau
PublisherSpringer
Pages51-66
Number of pages16
ISBN (Print)9783030223342
DOIs
Publication statusPublished - 2019
Event6th 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 201931 Jul 2019

Publication series

NameLecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volume11588 LNCS
ISSN (Print)0302-9743
ISSN (Electronic)1611-3349

Conference

Conference6th 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/TerritoryUnited States
CityOrlando
Period26.07.201931.07.2019

Keywords

  • Customer experience
  • Digital retail
  • Interactive technology
  • Research methods

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