Abstract
The goal of this thesis is to investigate the construct of service fascination. This not only includes the design of an engineering method for the implementation of exciting SSTs, but also the development of a model to measure and to evaluate service fascination and the influence of technologies and their combinations. Insights are transferred into recommendations for action that allow an improvement of the overall service fascination. The research is conducted using the example of a fashion retail store including five exemplified prototypes of technology-based self-service systems. Figure 5.1 presents an overview on the results of each chapter, the methods used, and the research questions answered.
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© 2016 Springer Fachmedien Wiesbaden
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Zagel, C. (2016). Conclusion. In: Service Fascination. Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-658-11673-6_5
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DOI: https://doi.org/10.1007/978-3-658-11673-6_5
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Publisher Name: Springer Gabler, Wiesbaden
Print ISBN: 978-3-658-11672-9
Online ISBN: 978-3-658-11673-6
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