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Exploring the Emergent Servicescape of Unmanned Stores: A Constructivist Analysis of Unmanned Stores in the Age of Digitalization

Beqiri, Gentrit LU and King Lykkegaard, Mathias (2023) SMMM40 20231
Department of Service Studies
Abstract
Unmanned stores are increasing in popularity as the prominence of digitalization is changing not only the customer-retailer interface but also the servicescapes of the stores.
The current stakeholders within the industry are (1) tech-positive entrepreneurs that want to innovate the industry or (2) convenience-focused retailers adopting technological solutions to ease the workload. These innovations may cause a belief that this is a step towards the interconnectedness of the physical and digital aspects of the servicescapes. Previous studies have addressed unmanned stores' acceptance rates of technologically advanced solutions. But, very few papers address the futile discrepancies and need for connectivity between the physical and digital... (More)
Unmanned stores are increasing in popularity as the prominence of digitalization is changing not only the customer-retailer interface but also the servicescapes of the stores.
The current stakeholders within the industry are (1) tech-positive entrepreneurs that want to innovate the industry or (2) convenience-focused retailers adopting technological solutions to ease the workload. These innovations may cause a belief that this is a step towards the interconnectedness of the physical and digital aspects of the servicescapes. Previous studies have addressed unmanned stores' acceptance rates of technologically advanced solutions. But, very few papers address the futile discrepancies and need for connectivity between the physical and digital spheres of the stores. The authors have yet to find any academic research addressing strategies currently used to enhance sales or motivate customers to return.
The findings of this research through autoethnographies and interviews display a physical and technological integration level not previously mentioned. At the same time, there are apparent discrepancies between the customer and employee interactions and how these interactions balance what is supposed to be redundant and what is required to support the customer experience. (Less)
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author
Beqiri, Gentrit LU and King Lykkegaard, Mathias
supervisor
organization
course
SMMM40 20231
year
type
H2 - Master's Degree (Two Years)
subject
keywords
Unmanned stores, Unmanned solutions, Servicescape, Customer-retailer interface, Digital strategies, Phygital strategies, Customer engagement.
language
English
id
9128355
date added to LUP
2023-06-21 09:47:05
date last changed
2023-06-21 09:47:05
@misc{9128355,
  abstract     = {{Unmanned stores are increasing in popularity as the prominence of digitalization is changing not only the customer-retailer interface but also the servicescapes of the stores.
The current stakeholders within the industry are (1) tech-positive entrepreneurs that want to innovate the industry or (2) convenience-focused retailers adopting technological solutions to ease the workload. These innovations may cause a belief that this is a step towards the interconnectedness of the physical and digital aspects of the servicescapes. Previous studies have addressed unmanned stores' acceptance rates of technologically advanced solutions. But, very few papers address the futile discrepancies and need for connectivity between the physical and digital spheres of the stores. The authors have yet to find any academic research addressing strategies currently used to enhance sales or motivate customers to return.
The findings of this research through autoethnographies and interviews display a physical and technological integration level not previously mentioned. At the same time, there are apparent discrepancies between the customer and employee interactions and how these interactions balance what is supposed to be redundant and what is required to support the customer experience.}},
  author       = {{Beqiri, Gentrit and King Lykkegaard, Mathias}},
  language     = {{eng}},
  note         = {{Student Paper}},
  title        = {{Exploring the Emergent Servicescape of Unmanned Stores: A Constructivist Analysis of Unmanned Stores in the Age of Digitalization}},
  year         = {{2023}},
}