About the Book

In this book, Tobias Röding addresses the topic of technology use along different touchpoints in the context of various services in retailing, both in offline and online retail, with a total of eight essays.

Focus on Interaction and Data Disclosure

In particular, the interaction of technology use and the frontline employee is also considered, with a special focus on aspects of data disclosure by customers.

Social Interaction and Benefits-Risks Balance

The essays concentrate in varying degrees on the social interaction between customer, frontline employee, and service-technology, as well as on the balancing of benefits and risks for the customer in a possible disclosure of personal information.

Implications

Based on the essays' findings, implications for both practice and academia are provided.