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

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

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 languageEnglish
Title of host publicationHCI in Business, Government and Organizations - 7th International Conference, HCIBGO 2020, Held as Part of the 22nd HCI International Conference, HCII 2020, Proceedings
EditorsFiona Fui-Hoon Nah, Keng Siau
PublisherSpringer
Pages141-157
Number of pages17
ISBN (Print)9783030503406
DOIs
Publication statusPublished - 2020
Event7th 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 202024 Jul 2020

Publication series

NameLecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volume12204 LNCS
ISSN (Print)0302-9743
ISSN (Electronic)1611-3349

Conference

Conference7th 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
Country/TerritoryDenmark
CityCopenhagen
Period19.07.202024.07.2020

Keywords

  • Customer experience
  • Digital retail
  • Field study
  • Queuing
  • Self-service technology

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