Collection 

The role of technology in improving consumer service

Submission status
Closed
Submission deadline

Technology has transformed almost every facet of human existence, from how we live, work, communicate, and consume. Two of the most dramatic aspects of technology is how quickly it changes, and the impact changes have on society. Changes in technology are having a profound impact on the relationship between two important groups: corporations and their customers. Examples of how technology is impacting this relationship are numerous. They include: minimising the amount of time spent on customer service calls while maximising consumer satisfaction; using online communication tools such as screen sharing to improve communication and interactions; developing, and improving consumers’ mobile experience; leveraging analytics tools to provide high-quality consumer service; and using social media listening tools to better understand consumer preferences. In short, technology is clearly a pillar of consumer services as it improves so too do employee proficiency, efficiency, and consumer experience.

Despite advances in this domain, research on the evolving relationship between technology, consumer satisfaction, service improvement and consumer experience remain scarce. This collection is dedicated to advancing awareness of the theoretical and empirical understanding of how technology is likely to influence consumer services in the coming years. The collection also responds to the need for more research on consumer perspectives on technology in business management. Specifically, it addresses the need for more research on how technological advances in production systems and distribution channels have an effect on consumer service and experience.

Research is invited that addresses, but which is not limited to, themes such as:

  • The impact of technologies on consumers and society;
  • New communication tools that help brands gain the trust and loyalty of customers;
  • Strategies to merge digital technologies with physical stores;
  • New and innovative experiences that retailers offer their customers;
  • Digitization strategies in marketing products to consumers;
  • Technology as part of the overall strategic objectives of organisations;
  • Ways to evaluate the impact of technology more efficiently;
  • Strategies to reduce new product development time and costs;
  • Transformation of consumer behaviour through technological innovations;
  • Use of technology to improve service delivery;
  • Artificial intelligence in business management;
  • Happiness as a variable to understand the effects of technologies on consumers;
  • Development of methodological approaches to support research in this arena.
Cartoon drawing of a light skinned person with short hair, a grey suit, blue shirt, and white tie sitting in front of a computer monitor with a webcam. They wear a headset and are styled to look as though they are on a video call.

Editors

Eduardo Ahumada-Tello holds a PhD in Management Science (2011) and a PhD in Education (2009). He’s been a Professor of Business, Technology, and Research Methods at Universidad Autónoma de Baja California (UABC) in México since 2005. His research focuses on Management (Engineering, Innovation, Knowledge, Happiness), Complex Systems, and Collective Intelligence. He’s a Member of the Board of Government of Technology and Engineering Management Society (IEEE) and a founder member of the International University Network of Happiness. He’s the leader of the Collective Intelligence and Digital Transformation Research Group (UABC).

 

Pedro Cuesta-Valino holds a PhD in Economics and Business (2002) and he has been a Professor of Marketing at University of Alcala (Spain) since 1996. His priority lines of research are market research and marketing strategies, consumer and organisational behaviour, retail management, corporate social responsibility, happiness management and consumer happiness, the role of new technologies, tourism, and sport management. Additionally, he is founder and promoter of the International University Network of Happiness. Finally, he is the Director of the Research Group Consumer Behaviour, Organisational, and Market Analytics.

 

 

Pablo Gutiérrez-Rodríguez holds a PhD in Marketing and is a Professor of Marketing and Market Research at University of León (Spain). His research lines are nonprofit and public marketing, service marketing and international marketing. He has directed national and international projects and has received several awards for his publications.

 

 

 

Sergey Kazakov holds a PhD as Doctor of Economic Sciences (Russian academic ranking). He is an Associate Professor at the Marketing Department and the Team Leader for the graduate program of ‘Experience economy: tourism and hospitality management’ at the School of Business Administration of the National Research University Higher School of Economics (NRU HSE), Moscow, Russia.

 

 

 

Ricardo Villarreal De Silva holds a PhD in Advertising. He is an Associate Professor at the University of San Francisco’s School of Management with years of experience in consumer behaviour research and methodology. He was the lead researcher on two large consumer behaviour studies that brought together experts in the advertising industry with his research expertise. That expertise started in multicultural marketing, where his theory of ethnicity provided great insight into understanding U.S. Hispanics’ consumer behaviour. Recently, his work has focused on applying sophisticated statistical approaches to understanding media behaviour, advertising, and e-retailing.