| Creators: |
Netscher, Maike and Jordan, Stephanie and Mast, Anna and Kundrath, Sebastian and Lutz, Hannes and Mader, Lukas |
| Title: |
Improving Customer Experience Using Smart Technologies in Smart Stores |
| Item Type: |
Article or issue of a publication series |
| Projects: |
SSBI |
| Journal or Series Title: |
Journal of Applied Interdisciplinary Research : JAIR |
| Page Range: |
pp. 65-83 |
| Additional Information: |
Open access |
| Date: |
1 January 2025 |
| Divisions: |
Wirtschaftswissenschaften |
| Abstract (ENG): |
This study investigates how ethical aspects, safe technology, and customer-friendly technologies influence the customer experience in smart stores. Smart stores are unmanned retail stores that integrate smart technologies and services. An empirical model was proposed and validated using exploratory factor analysis and multiple regression analysis, with n = 402 participants. The results demonstrate that all three constructs have a positive influence on the customer experience in smart stores. However, the results also suggest that store-based interactions (e. g. seamless access and a safe environment) have a stronger influence than product-based interactions. The results highlight the need for retailers to prioritise smart technologies that visibly enhance safety, usability, and ethical transparency. These insights support the development of smart stores that foster customer trust, improve interaction quality, and strengthen long-term customer relationships. |
| Forthcoming: |
No |
| Language: |
English |
| Uncontrolled Keywords: |
smart store, customer experience, smart technologies, safe technologies, ethics, customer-friendly technology |
| Link eMedia: |
Download |
| Citation: |
Netscher, Maike and Jordan, Stephanie and Mast, Anna and Kundrath, Sebastian and Lutz, Hannes and Mader, Lukas
(2025)
Improving Customer Experience Using Smart Technologies in Smart Stores.
Journal of Applied Interdisciplinary Research : JAIR, 2 (1).
pp. 65-83.
ISSN 2940-8199
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