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Impact of the service encounter assisted by salesperson technology: An exploratory approach based on shopping value
[Impact de la rencontre de service assistée par la technologie vendeur]

Author

Listed:
  • Madiha Bendjaballah

    (CEREFIGE - Centre Européen de Recherche en Economie Financière et Gestion des Entreprises - UL - Université de Lorraine)

Abstract

The technology used by frontline employees is not a new subject. This paper tries to offer a new approach by focusing on the impact of the use of MSAs (mobile sales assistants) on perceived value. It therefore complements the first studies on MSAs, which were more focused on frontline employees' perception and on store performance. Through an approach based on the creation and destruction of value, the results of our qualitative study show that MSAs lead to an improvement in the value of functional shopping but can also generate, in some situations, a deterioration in the value of relationship shopping. The study also offers food for thought on the value of hedonic shopping. These results complement the existing studies and offer an interesting initial contribution on perceived value from the consumer's point of view.

Suggested Citation

  • Madiha Bendjaballah, 2023. "Impact of the service encounter assisted by salesperson technology: An exploratory approach based on shopping value [Impact de la rencontre de service assistée par la technologie vendeur]," Post-Print hal-04126994, HAL.
    • Handle: RePEc:hal:journl:hal-04126994
    DOI: 10.3917/proj.034.0055
    as

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