TY - GEN
T1 - The effect of queuing technology on customer experience in physical retail environments
AU - Obermeier, Gabriele
AU - Zimmermann, Robert
AU - Auinger, Andreas
N1 - Funding Information:
Acknowledgements. The present work was conducted within the Innovative Training Network project PERFORM funded by the European Union’s Horizon 2020 research and innovation program under the Marie Skłodowska-Curie grant agreement No. 765395. 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:
© The Author(s) 2020.
Copyright:
Copyright 2020 Elsevier B.V., All rights reserved.
PY - 2020
Y1 - 2020
N2 - 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.
AB - 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.
KW - Customer experience
KW - Digital retail
KW - Field study
KW - Queuing
KW - Self-service technology
UR - http://www.scopus.com/inward/record.url?scp=85088740698&partnerID=8YFLogxK
U2 - 10.1007/978-3-030-50341-3_12
DO - 10.1007/978-3-030-50341-3_12
M3 - Conference contribution
AN - SCOPUS:85088740698
SN - 9783030503406
T3 - Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
SP - 141
EP - 157
BT - HCI in Business, Government and Organizations - 7th International Conference, HCIBGO 2020, Held as Part of the 22nd HCI International Conference, HCII 2020, Proceedings
A2 - Nah, Fiona Fui-Hoon
A2 - Siau, Keng
PB - Springer
T2 - 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
Y2 - 19 July 2020 through 24 July 2020
ER -