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• W4220772170 abstract "The main objective of this study is to establish whether in-store self-service technology (phygital context) significantly influences the dimensions of customer experience established by Brun et al. (Serv Ind J 37:317–340, 2017, [1]), i.e., the cognitive, positive affective, negative affective, sensory, behavioral and social dimensions. Our second objective is to analyze the individual influence of each of these dimensions on the post-purchase variables of satisfaction and positive word-of-mouth intention. To do this, an in-store experiment is carried out with 102 millennial subjects, half of whom used the interactive wall to choose sports shoes while the other half consulted a salesperson exclusively. The results demonstrate that use of self-service technology has a significant positive effect on the positive cognitive/affective and sensory dimensions of the customer experience; conversely, the social dimension is diminished. Further, contrary to what had been expected, the negative dimension is increased when using self-service technology. Also, the customer experience dimensions have a different impact on the consumer's satisfaction and positive WOM intention. The results therefore demonstrate the relevance of analyzing customer experience from a multidimensional point of view. This study provides some answers to marketers considering in-store self-service technology to improve the consumer experience. Concretely, it provides managers with information relevant to the design of effective technological assistance appreciated by consumers in a phygital context." @default.
• W4220772170 created "2022-04-03" @default.
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• W4220772170 date "2022-01-01" @default.
• W4220772170 modified "2023-10-03" @default.
• W4220772170 title "The Impact of an In-store Self-service Technology on Customer Experience and Post-purchase Variables" @default.
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• W4220772170 doi "https://doi.org/10.1007/978-981-16-9272-7_29" @default.
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