Using Smartphones for Information Retrieval in Omnichannel Scenarios—Assessing the Effectiveness of Technological Triggers

Zagel, Christian; Niels, Adelka; Bodendorf, Freimut

doi:10.1007/978-3-319-41947-3_15

Cited by 5 publications

(6 citation statements)

References 9 publications

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“…This function coincides with the observation that the point of decision increasingly deviates from the point of sale[17]. In addition, users can access background information on SVHCs, REACH and the societal relevance of the right-to-know 18.…”

supporting

confidence: 76%

“…Hence, users do not need physical access to an article at home or in retail to send requests. 17 BUND not only provides the smartphone application for consumers, but also a browser-based front end for article suppliers. 18 Instead of responding to REACH requests via email, suppliers can answer pending requests via the front end.…”

Section: Overview Of Consumer Tools and Approachesmentioning

confidence: 99%

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Breathing life into consumer rights: smartphone tools facilitating the “right to know” on substances of very high concern in REACH articles

et al. 2020

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Background The EU chemicals regulation “Registration, Evaluation, Authorisation and Restriction of Chemicals” (REACH) aims to reduce the usage of substances of very high concern (SVHCs) by firms. Therefore, a consumer right-to-know about SVHCs in articles is intended to create market-based incentives. However, awareness of the right-to-know among EU citizens is low. Moreover, the response window of 45 days afforded to suppliers impedes immediate, informed decisions by consumers. Consequently, despite being in effect for more than 10 years, only few consumer send requests. Civil society actors have developed smartphone applications reducing information search costs, allowing users to send right-to-know requests upon scanning an article’s barcode. Answers are stored in a database and made available to the public immediately. This paper assesses to which extent smartphone tools contribute to an increased use of the right-to-know by undertaking a case study of the application “ToxFox” by the German non-profit organisation Bund für Umwelt und Naturschutz Deutschland (BUND). Results An analysis of the data from the BUND database for the period 2016 to 2018 reveals that about 20 thousand users have sent almost 49 thousand requests. This has led to more than 9 thousand database entries, including 189 articles which contain SVHCs above the legal threshold. The data also indicate that receiving information on requested articles encourages further use of the application. Many suppliers accept the application and pro-actively provide information on articles without SVHCs above the threshold. However, most consumers use the application only for a short time, and suppliers are struggling to reply to right-to-know requests. Conclusion Evaluating the results, the study identifies options to enhance the application’s design in terms of user motivation and legal certainty, and to enhance the framework governing "barcode" assignments to articles with a view to better contributing to transparency. As for policy implications, a lack of consumer requests can in part be traced back to design flaws of the right-to-know and a lack of implementation and enforcement of REACH. In addition, suppliers have to increase their supply chain communication efforts to make sure they are in a position to properly answer consumer requests. We recommend several policy options addressing these and additional aspects, thus contributing to the legislative review of Art. 33 REACH.

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supporting

confidence: 76%

Section: Overview Of Consumer Tools and Approachesmentioning

confidence: 99%

Breathing life into consumer rights: smartphone tools facilitating the “right to know” on substances of very high concern in REACH articles

et al. 2020

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“…Similarly, Parise et al [50] propose two technology-based models to support customer's need for immediate personalized assistance to leverage CX: the remote expert and the digital assistant. In this same context, consumer-owned technologies and its usage during the buying journey have also drawn the attention of researchers that investigated how consumers interact with triggers like QR codes or NFC [51]. Finally, in an attempt to conceptualize the phygital shopping experience, Belghiti et al [52] explore two cases: a connected store and a scree-free store where clients create the phygital content.…”

Section: Consumer Interaction With In-store Technology Streammentioning

confidence: 99%

“…Finally, a number of other theories have been adopted to study the omnichannel phenomenon, such as self determination theory [38], attribution theory [10,51], uses and gratifications theory and means-end chain theory (based on expectancy-value theory) [47], justice theory [51], dual coding theory [77], dynamic capabilities theory [22], resource advantage theory of competition [30], complexity theory [41] and complex adaptive theory [53]. In two studies, authors adopt an interpretive perspective in order to gain a deep understanding of the challenges related to providing a seamless shopping experience, particularly in terms of last mile fulfilment and distribution [7] and online retail management [54].…”

Section: Other Theoretical Perspectivesmentioning

confidence: 99%

Omnichannel Customer Experience and Management: An Integrative Review and Research Agenda

2021

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In a highly competitive landscape, adopting an omnichannel approach might lead to a market advantage in terms of acquiring and retaining customers, as well as a means to ensure business sustainability. Omnichannel organizations situate the customer at the core of their interaction. However, research on omnichannel customer experience (CX) is still fragmented. In this paper, by adopting an integrative approach, we aim to articulate the empirical evidence around omnichannel CX and its management. Moreover, we show how research around omnichannel CX emerged from different theoretical perspectives and disciplines such as marketing, sociology and computer science. Towards this goal, we conducted a systematic literature review—with in depth analysis of 50 papers—and identified that omnichannel CX literature has engaged a number of research streams from various theoretical perspectives. Based on the research gaps, we propose an agenda for future research including topics such as (1) understanding the customer lifecycle in an omnichannel context; (2) integrating new touchpoints and channels; (3) predicting the omnichannel customer behavior; and (4) approaching omnichannel CX in service-based organizations. We conclude that adopting an omnichannel CX management approach requires the entire organization to be customer-centric while articulating interdisciplinary teams. Available studies on omnichannel CX provide the foundations for extending the knowledge on this topic and developing tools for practitioners to use in the omnichannel management assessment, operationalization, and measurement.

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“…In an omnichannel retail environment, customers' personal devices such as smartphones, smartwatches, and wearables play a significant role. Studies have shown that mobile technology has become an essential tool for consumers before and during the shopping journey (Pantano and Priporas, 2016;Zagel et al, 2017). The convenience and portability of mobile devices allow consumers to search and shop anytime and anywhere (Gao et al, 2015;Rodríguez-Torrico et al, 2017).…”

Section: The Role Of Customers Own Devicesmentioning

confidence: 99%

Achieving Sustainable Development Goals: Promise to Reality

Pandya

2023

Achieving Sustainable Development Goals: Promise to Reality

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About the Conference 'Achieving Sustainable Development Goals: From Promise to Reality'At the United Nations headquarters in New York, where the organisation was celebrating its 70th anniversary, Heads of State and High Representatives came to an agreement on 17 Global Sustainable Development Goals (SDGs) and their 169 corresponding goals. This agenda is integrated and indivisible, balancing the three pillars of sustainable development: economic, social, and environmental, and is expected to be completed by 2030. These SDGs seek to establish a future in which human habitats are secure, resilient, and sustainable, and in which everyone has access to affordable, reliable, and sustainable energy.The UN has made a historic decision on behalf of the global citizens to establish a comprehensive, far-reaching, and people-centred set of universal and transformative goals and targets. It is a collective effort on the path towards sustainable development in the pursuit of global development and of a "win-win" cooperation to bring enormous benefits to one and all globally. These SDGs aim to ensure that every nation shall freely exercise full permanent sovereignty over all its wealth, natural resources, and economic activity. The UN urges the whole world to implement them for the contemporary and prospective generations as well.The 5th International Conference: "Impact of Current Events on the Future of Business" (5th ICEFB, 2023) is a pertinent platform for academicians/practitioners, researchers, and students to share and deliberate potential paradigms management as a discipline can be reimagined to contribute towards achieving a sustainable solution. The pandemic, global semiconductor shortages, Russia-Ukraine conflict, oil, and other commodity crises have radically transformed the demand for products and services while exposing grounds of vulnerability and fragility in global supply chains. These events have challenged companies, business models and forced them to reconfigure their business archetypes and stratagem. The resilient companies have demonstrated innovative levels of visibility, agility, productivity, and end-customer connectivity while preserving their profitability. Discerning the worldwide impact of such disruptions (including climate crisis), the new normal is a propitious harbinger that propels organizations towards providing sustainable solutions with long-term fruitions to society, the environment, and the economy. Such solutions should be proposed with the perspective on managing the 5P's (People, Planet, Prosperity, Peace, and Partnership) in the VUCA world.

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Using Smartphones for Information Retrieval in Omnichannel Scenarios—Assessing the Effectiveness of Technological Triggers

Cited by 5 publications

References 9 publications

Breathing life into consumer rights: smartphone tools facilitating the “right to know” on substances of very high concern in REACH articles

Breathing life into consumer rights: smartphone tools facilitating the “right to know” on substances of very high concern in REACH articles

Omnichannel Customer Experience and Management: An Integrative Review and Research Agenda

Achieving Sustainable Development Goals: Promise to Reality

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