| Creators: |
Netscher, Maike and Jordan, Stephanie and Kisrane, Amin and Kracklauer, Alexander |
| Title: |
Customer Satisfaction with Technology-Based Services. A Comparison across Retail Sectors |
| Item Type: |
Conference or Workshop Item |
| Event Title: |
(Proceedings of the) XXXVI ISPIM Innovation Conference – “Innovation Powered by Nature” |
| Event Location: |
Bergen, Norway |
| Event Dates: |
June, 15-18, 2025 |
| Projects: |
SSBI |
| Date: |
1 January 2025 |
| Divisions: |
Wirtschaftswissenschaften |
| Abstract (ENG): |
This study examines how customer satisfaction and intention to use technology-based services (TBS) vary across eight different retail sectors. Employing a mixed methods design, the study analyses satisfaction based on the Kano model and examines usage intention through regression analyses. Data from 1,445 Gen Z and Gen Y respondents show that all TBS are perceived as indifferent, suggesting no impact on satisfaction. However, usage intentions vary significantly by sector, demonstrating a strong contextual influence. Sectors such as DIY and books show high openness to innovative TBS such as in-app reviews and chatbots, while grocery and fashion show higher usage intentions for smart trolleys and self-checkout. The study contributes by distinguishing between customer satisfaction and usage intention, showing that the two constructs can diverge. For retailers, this highlights the importance of aligning TBS strategies with sector-specific expectations and communicating the added value accordingly. |
| Forthcoming: |
No |
| Language: |
English |
| Uncontrolled Keywords: |
Technology-based services ; cross-sector analysis ; Kano model ; customer satisfaction ; intention to use |
| Citation: |
Netscher, Maike and Jordan, Stephanie and Kisrane, Amin and Kracklauer, Alexander
(2025)
Customer Satisfaction with Technology-Based Services. A Comparison across Retail Sectors.
In: (Proceedings of the) XXXVI ISPIM Innovation Conference – “Innovation Powered by Nature”, June, 15-18, 2025, Bergen, Norway.
ISBN 9789526506999
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