Changing of the Retail Landscape: Who Supports Your Customers Matters

ADVANCES IN NATIONAL BRAND AND PRIVATE LABEL MARKETING（2019）

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摘要

The increasing trend of replacing front-line employees with self-service kiosks or automated systems has undoubtedly altered the nature of retail landscape. In these settings, the limited presence of front-line employees has increased customers’ opportunity to interact with fellow customers during retail encounters.

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关键词

Customer-to-customer support,Service robot,Role congruity,Third-party customers

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