Projects per year
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.
Original language | English |
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Title of host publication | HCI in Business, Government and Organizations - 7th International Conference, HCIBGO 2020, Held as Part of the 22nd HCI International Conference, HCII 2020, Proceedings |
Editors | Fiona Fui-Hoon Nah, Keng Siau |
Publisher | Springer |
Pages | 141-157 |
Number of pages | 17 |
ISBN (Print) | 9783030503406 |
DOIs | |
Publication status | Published - 2020 |
Event | 7th 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, Denmark Duration: 19 Jul 2020 → 24 Jul 2020 |
Publication series
Name | Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics) |
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Volume | 12204 LNCS |
ISSN (Print) | 0302-9743 |
ISSN (Electronic) | 1611-3349 |
Conference
Conference | 7th 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 |
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Country/Territory | Denmark |
City | Copenhagen |
Period | 19.07.2020 → 24.07.2020 |
Keywords
- Customer experience
- Digital retail
- Field study
- Queuing
- Self-service technology
Fingerprint
Dive into the research topics of 'The effect of queuing technology on customer experience in physical retail environments'. Together they form a unique fingerprint.Projects
- 1 Finished
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PERFORM - Pioneering the Digital Future for Omnichannel Retail Managers
Auinger, A. (PI), Stüger, A. (CoI), Obermayr, M. (CoI) & Zimmermann, R. (CoI)
01.01.2018 → 31.12.2022
Project: Research Project