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The Impact of Electronic Shelf Label on Customer Well-Being in the Omnichannel Smart Retail

In: City, Society, and Digital Transformation

Author

Listed:
  • Darren Jonathan Ovani

    (Institut Teknologi Bandung)

  • Nila Armelia Windasari

    (Institut Teknologi Bandung)

Abstract

While the number of online retail transactions shows a significant upward trend, most people still shop offline with the higher preferences on contactless encounters. The future technologies in omnichannel retail are enabled through in-store technology (IST) and one of the applications is Electronic Shelf Label (ESL). While a lot of studies have developed IST little is known about the impact of IST on customers well-being and their behavior. This study aims to assess the impact of ESL as an emerging and prospective IST on customer well-being. Data were collected through an online survey embedded with a video of ESL features stimuli. A total of 305 valid responses from people living in Indonesia were collected and analyzed using partial least square structural equation modeling (PLS-SEM). This study provides empirical evidence of how smart retails affect customers’ subjective well-being (SWB) and psychological well-being (PWB). Practically, it also helps retail managers in considering ESL implementation in the next-normal era.

Suggested Citation

  • Darren Jonathan Ovani & Nila Armelia Windasari, 2022. "The Impact of Electronic Shelf Label on Customer Well-Being in the Omnichannel Smart Retail," Lecture Notes in Operations Research, in: Robin Qiu & Wai Kin Victor Chan & Weiwei Chen & Youakim Badr & Canrong Zhang (ed.), City, Society, and Digital Transformation, chapter 0, pages 31-46, Springer.
    • Handle: RePEc:spr:lnopch:978-3-031-15644-1_4
    DOI: 10.1007/978-3-031-15644-1_4
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