The future of in-store technology

Published on Jan 1, 2020in Journal of the Academy of Marketing Science
· DOI :10.1007/S11747-019-00697-Z
Dhruv Grewal88
Estimated H-index: 88
(Babson College),
Stephanie M. Noble22
Estimated H-index: 22
(UT: University of Tennessee)
+ 1 AuthorsJens Nordfält12
Estimated H-index: 12
(University of Bath)
This paper introduces a conceptual framework for understanding new and futuristic in-store technology infusions. First, we develop a 2 × 2 typology of different innovative and futuristic technologies focusing on their level of convenience and social presence for the consumer. Next, we offer a series of propositions based on the idea that convenience and social presence can trigger vividness by enhancing consumer involvement, imagery, and elaboration, which ultimately leads to enhanced sales. Finally, the paper then focuses on four moderating areas—consumer traits, product/service dimensions, mental models and social networks—to understand how they might impact the vividness experienced via the technology.
Figures & Tables
📖 Papers frequently viewed together
93 Citations
135 Citations
350 Citations
#1Todd J. Arnold (OSU: Oklahoma State University–Stillwater)H-Index: 22
#2Dhruv Grewal (Babson College)H-Index: 88
Last. Rajendra K. Srivastava (Indian School of Business)H-Index: 49
view all 6 authors...
Abstract Despite the critical role that store managers play in linking top management teams and service/retail employees, as well as in fulfilling corporate strategy within chain store environments, service management research infrequently addresses the factors that may promote store managers’ effective exchange relationships within the firm and subsequent effects on store operations and profitability. This study focuses on how store managers’ performance orientation, trust of a regional manager...
7 CitationsSource
#1Jonas Holmqvist (KEDGE Business School)H-Index: 13
#2Yves Van Vaerenbergh (Katholieke Universiteit Leuven)H-Index: 17
Last. Micael Dahlén (HHS: Stockholm School of Economics)H-Index: 25
view all 4 authors...
Abstract Extant marketing research holds that customers prefer frontline personnel to speak the customers’ first language. Furthermore, current managerial practices instruct frontline employees to either use the customers’ first language or, in international settings, to use English. Through five studies in different retail and service contexts, we identify situations where the opposite is true. The results of the first two studies suggest that if customers initiate contact in a second language,...
9 CitationsSource
#1Jonas Heller (UNSW: University of New South Wales)H-Index: 8
#2Mathew Chylinski (UNSW: University of New South Wales)H-Index: 11
Last. Debbie Isobel Keeling (University of Sussex)H-Index: 17
view all 5 authors...
Abstract The rapid development of augmented reality (AR) is reshaping retail frontline operations by enhancing the offline and online customer experience. Drawing on mental imagery theory, this paper develops a conceptual framework to reflect how AR emulates customer’s cognitive processes offloading those to the technology. Consequently, the AR-enabled frontline improves decision comfort, motivates positive WOM and facilitates choice of higher value products. The underlying mechanism is a sequen...
38 CitationsSource
#1Jagdip Singh (Case Western Reserve University)H-Index: 49
#2Todd J. Arnold (OSU: Oklahoma State University–Stillwater)H-Index: 22
Last. Tom J. Brown (OSU: Oklahoma State University–Stillwater)H-Index: 24
view all 4 authors...
12 CitationsSource
#1Douglas E. Hughes (MSU: Michigan State University)H-Index: 16
#2Keith A. Richards (Baylor University)H-Index: 9
Last. Richard A. Spreng (MSU: Michigan State University)H-Index: 16
view all 5 authors...
Abstract The organizational frontline in retail represents the frontline for an entire supply chain. This channel structure distances the branded supplier from the end consumer and makes the supplier dependent on a retail frontline salesperson that (1) it does not control and (2) also represents competing brands. This study reveals mechanisms that the supplier may use to influence retail frontline salespeople. We demonstrate the importance of consumer marketing programs and supplier representati...
12 CitationsSource
#1Martin Mende (Florida State University College of Business)H-Index: 12
#2Stephanie M. Noble (UT: University of Tennessee)H-Index: 22
14 CitationsSource
#1Martin MendeH-Index: 12
#2Maura L. ScottH-Index: 13
Last. Ilana ShanksH-Index: 3
view all 5 authors...
Interactions between consumers and humanoid service robots (HSRs; i.e., robots with a human-like morphology such as a face, arms, and legs) will soon be part of routine marketplace experiences. It ...
93 CitationsSource
#1Christina Schamp (UHH: University of Hamburg)H-Index: 3
#2Mark Heitmann (UHH: University of Hamburg)H-Index: 16
Last. Robin Katzenstein (UHH: University of Hamburg)H-Index: 1
view all 3 authors...
Information about ethical strengths and weaknesses of individual products (e.g., cause-related marketing, corporate social responsibility records) is increasingly available in the marketplace. However, market shares of ethical brands are still low, even though prior research indicates that ethical attributes influence brand choice. This research broadens the perspective of prior research by investigating the role of ethical attributes during earlier stages of the decision funnel, namely, conside...
9 CitationsSource
#1Rebecca W. Hamilton (Georgetown University)H-Index: 17
#2Linda L. Price (UO: University of Oregon)H-Index: 42
20 CitationsSource
#1Roland Schroll (University of Innsbruck)H-Index: 4
#2Benedikt Schnurr (University of Innsbruck)H-Index: 7
Last. Dhruv Grewal (Babson College)H-Index: 88
view all 3 authors...
36 CitationsSource
Cited By51
#1Tapani Rinta-Kahila (UQ: University of Queensland)H-Index: 3
#2Esko Penttinen (Aalto University)H-Index: 11
Last. Ramkumar Janakiraman (USC: University of South Carolina)H-Index: 17
view all 4 authors...
Abstract Self-service technologies (SSTs) increasingly permeate retail space. Yet, sometimes retailers decide to revert to human-delivered service mode by discontinuing their incumbent SST. In this study, we examine how self-checkout (SCO) discontinuance affects customers’ perceptions of SCO technology and purchase behavior. We conduct a natural field experiment by surveying two groups of customers pre- and post- SCO discontinuance: treatment group (who experience discontinuance) and control gro...
#1Laurens De Gauquier (ULB: Université libre de Bruxelles)H-Index: 2
#2Malaika BrengmanH-Index: 22
Last. Bram VanderborghtH-Index: 51
view all 5 authors...
#1Erik Hermann (Leibniz Institute for Neurobiology)
Artificial intelligence (AI) is (re)shaping strategy, activities, interactions, and relationships in business and specifically in marketing. The drawback of the substantial opportunities AI systems and applications (will) provide in marketing are ethical controversies. Building on the literature on AI ethics, the authors systematically scrutinize the ethical challenges of deploying AI in marketing from a multi-stakeholder perspective. By revealing interdependencies and tensions between ethical p...
Some companies design processed foods to contain aesthetic imperfections such as non-uniformities in shape, color, or texture. Simultaneously, consumers annually discard millions of pounds of unprocessed, safe-to-eat fruits and vegetables owing to aesthetic imperfections. Why design processed foods with aesthetic imperfections when people discard unprocessed foods because of them? Seven studies, including a choice study at a grocery store and an incentive-compatible study, show that the effect o...
#1Gopal Das (IIMB: Indian Institute of Management Bangalore)H-Index: 16
#2Shailendra Pratap Jain (UW: University of Washington)H-Index: 10
Last. Raji Srinivasan (University of Texas at Austin)H-Index: 16
view all 5 authors...
Pandemics have been an unfortunate but consistent facet of human existence over centuries, threatening lives as well as livelihoods globally. Disconcertingly, their frequency persists, with four "major" pandemics disrupting the planet in the last 65 years and more expected in the future. While many of the economic and health consequences of pandemics are well-documented, their marketing implications are less understood. Addressing this gap, we develop a broad, conceptual framework to highlight t...
#1Sushant Kumar (Indian Institute of Management Raipur)H-Index: 4
#2Rambalak YadavH-Index: 10
Abstract The study aims to investigate the impact of shopping motivation on consumers’ intention to buy green apparel. The study adopted the theory of shopping motivation (utilitarian and hedonic motivation) as a framework. Further, the moderating roles of gender and family income were also examined in all the studied relationships. Data were collected through a questionnaire survey and analyzed using structural equation modeling. The findings indicate a significant impact of information availab...
#1Jordan W. Moffett (UK: University of Kentucky)
#2Judith Anne Garretson Folse (LSU: Louisiana State University)H-Index: 15
Last. Robert W. Palmatier (UW: University of Washington)H-Index: 42
view all 3 authors...
Extant communication theories predate the explosion of digital formats and technological advances such as virtual reality, which likely explains their predominant focus on traditional and format-level (e.g., face-to-face, email) rather than digital or characteristic-level (e.g., visual cues, synchronicity) design decisions. Firms thus lack insights into how to create and use emerging digital formats, individually or synergistically. To establish a holistic framework of bilateral multiformat comm...
#1Patrick van Esch (AUT: Auckland University of Technology)H-Index: 11
#2Yuanyuan (Gina) Cui (AUT: Auckland University of Technology)H-Index: 4
Last. Shailendra Pratap Jain (UW: University of Washington)H-Index: 10
view all 3 authors...