SIG Service - Digital Services and Systems for a Human-Centered Future Society
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Paper Type
Complete
Paper Number
1429
Description
Stationary retail is suffering from both the digital transformation and the influence of the COVID-19 pandemic. Furthermore, the perception of stationary retail is strongly influenced by customer emotions. Thus, an important aspect of designing successful service interactions (SI) is the ability of the service personnel (SP) to recognize, understand, and appropriately react to the customer’s emotional situation. However, recognizing and reacting to customer emotions can be challenging for the SP. Based on the current situation in stationary retail and the high relevance of emotions in this context, we propose a digital emotion-based support service (EBSS) that supports the SP in creating valuable SI. Following the Design Science Research (DSR) paradigm, we were able to validate the existing knowledge base as well as provide prescriptive design knowledge by deriving design principles (DPs) for an EBSS.
Recommended Citation
Meyer, Michael; Siemon, Dominik; and Robra-Bissantz, Susanne, "Emotions in Service Interactions" (2022). AMCIS 2022 Proceedings. 3.
https://aisel.aisnet.org/amcis2022/sig_service/sig_service/3
Emotions in Service Interactions
Stationary retail is suffering from both the digital transformation and the influence of the COVID-19 pandemic. Furthermore, the perception of stationary retail is strongly influenced by customer emotions. Thus, an important aspect of designing successful service interactions (SI) is the ability of the service personnel (SP) to recognize, understand, and appropriately react to the customer’s emotional situation. However, recognizing and reacting to customer emotions can be challenging for the SP. Based on the current situation in stationary retail and the high relevance of emotions in this context, we propose a digital emotion-based support service (EBSS) that supports the SP in creating valuable SI. Following the Design Science Research (DSR) paradigm, we were able to validate the existing knowledge base as well as provide prescriptive design knowledge by deriving design principles (DPs) for an EBSS.
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