How in-store sensor technologies can help retailers to understand their customers: overview on two decades of research

Knof, Merlind; Stock-Homburg, Ruth; Schurer, Jordin

doi:10.1080/09593969.2023.2273256

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2024

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Cited by 3 publications

References 60 publications

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The distracting effect of mobile phones on visual attention in consumer decision-making: a gaze behavior perspective

Bažantová,

Novák

2024

The International Review of Retail, Distribution and Consumer R

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The distracting effect of mobile phones on visual attention in consumer decision-making: a gaze behavior perspective

Bažantová,

Novák

2024

The International Review of Retail, Distribution and Consumer R

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Value propositions of artificial intelligence in retailing

Yrjölä,

Hautamäki,

Ranta

2024

The International Review of Retail, Distribution and Consumer R

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Customer Perceptions of In-Store Identification

Kemppainen,

Frank

2024

Resilience Through Digital Innovation: Enabling the Twin Transition

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Customer identification is essential for all businesses; however, brick-and-mortar (B&M) retailers often face challenges capturing shopping behaviors in physical stores where customers are not accustomed to being identified, especially outside checkout. Nevertheless, B&M retailers are increasingly pressured to improve their identification and data collection methods to stay competitive with online retailers. Additionally, businesses are under pressure to incorporate digital elements into physical environments to keep them engaging and inspiring for the increasingly digitized customers. Hence, this study describes customer perceptions of in-store identification, focusing on B&M store entry and checkout-related identification. The data were collected from interviews with 18 customers of two Finnish B&M retailers. The findings show that while generally viewed positively, there is some reluctance towards identification initiatives. Customers cautiously accept entrance- and in-store identification, yet there are challenges in grasping the associated benefits. Additionally, concerns about privacy infringement and the extent of tracking were identified. While commonplace, checkout identification raises privacy concerns, highlighting the importance of nimble and discreet processes and preserving anonymity.

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How in-store sensor technologies can help retailers to understand their customers: overview on two decades of research

Cited by 3 publications

References 60 publications

The distracting effect of mobile phones on visual attention in consumer decision-making: a gaze behavior perspective

The distracting effect of mobile phones on visual attention in consumer decision-making: a gaze behavior perspective

Value propositions of artificial intelligence in retailing

Customer Perceptions of In-Store Identification

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