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Changing of the Retail Landscape: Who Supports Your Customers Matters

In: Advances in National Brand and Private Label Marketing

Author

Listed:
  • Ting Hin Ho

    (Monash University)

  • Dewi Tojib

    (Monash University)

  • Yelena Tsarenko

    (Monash University)

Abstract

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.

Suggested Citation

  • Ting Hin Ho & Dewi Tojib & Yelena Tsarenko, 2019. "Changing of the Retail Landscape: Who Supports Your Customers Matters," Springer Proceedings in Business and Economics, in: Francisco J. Martínez-López & Juan Carlos Gázquez-Abad & Anne Roggeveen (ed.), Advances in National Brand and Private Label Marketing, pages 50-53, Springer.
    • Handle: RePEc:spr:prbchp:978-3-030-18911-2_7
    DOI: 10.1007/978-3-030-18911-2_7
    as

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