Investigating the effects of smart technology on customer dynamics and customer experience

作者：

Highlights：

• Commitment to learn has an effect on customer participation and dynamics.

• Customer dynamics have an effect on customer experience in a retail environment.

• Impacts of customer behavioural intention on customer participation and customer dynamics.

• Smart technologies affect the traditional customer decision making process in a retail context.

摘要

•Commitment to learn has an effect on customer participation and dynamics.•Customer dynamics have an effect on customer experience in a retail environment.•Impacts of customer behavioural intention on customer participation and customer dynamics.•Smart technologies affect the traditional customer decision making process in a retail context.

论文关键词：Customer experience,Customer dynamics,Behavioural intentions,Smart technologies,Technology adoption

论文评审过程：Received 30 May 2017, Revised 20 October 2017, Accepted 12 November 2017, Available online 13 November 2017, Version of Record 19 December 2017.

论文官网地址：https://doi.org/10.1016/j.chb.2017.11.014