Inhalt

•  
   Preface
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   Acknowledgements
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   Contents
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   List of Figures
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   List of Tables
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   List of Abbreviations
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   Part A
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  Exposition
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  Introduction and Motivation
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   Appendix
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   Problem Statement and Research Objective
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   Research Methodology and Design
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   Structure of the Dissertation
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  Research Background
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   Co-Creation of Value in the High Street Ecosystem
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   Customer Experience and the Customer Journey
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   Multi-sided Digital Platforms
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   Design of a Multi-sided Community Platform for High Streets
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  Descriptive Design Knowledge
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   Digitalization of the Retailer-Customer Interface
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   Digital Customer Experience in High Streets
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  Prescriptive Design Knowledge
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   Requirements for the Digital Platform
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   Solution Design Entities
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   Demonstration and Evaluation
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   Expository Instantiation
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   IT Artifact Evaluation
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   Demonstrated Functionality
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   Evaluation Results
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   Fulfillment of Requirements
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   Prospects for a Virtual High Street Community
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   Closure
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   Contributions to Theory and Practice
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   Outlook
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   Part B
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   Interaktive, digitale Einkaufserlebnisse in Innenstädten
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   Einkaufserlebnisse in Innenstädten im Wandel
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   Digitale Technologien für den Einzelhandel
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   Digitale Einkaufserlebnisse
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   Der innerstädtische Marktplatz als mobile Plattform
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   Zusammenfassung und Ausblick
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   New Service Development Through Action Design Research in Joint Research Projects
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   Introduction
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  Research Background
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   Stakeholders and Goals in Joint Research Projects
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   New Service Development
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   Action Design Research
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   NSD Through ADR in Joint Research Projects
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  The CrowdStrom Case: a Joint Research Project
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   Step 1: Ramp-up and Proposal Development
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   Step 2: Early Conception Phase
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   Step 3: (Actual) Research & Development
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   Step 4: Dissemination
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   Demonstrative Application of the Meta-Framework
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   Discussion, Implications & Reflections
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   Discussion of Design Decisions
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   Implications for Project Stakeholders
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   Limitations
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   Conclusion
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   Eliciting Customer Preferences for Shopping Companion Apps: A Service Quality Approach
•  
   Introduction
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  Theoretical Background
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   Service Quality
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   Research Model of Mobile App Service Quality
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   Research Approach
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  Results
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   Relevance of MASQ Dimensions
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   Customer Preferences Regarding Shopping Companion Apps
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   Discussion
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   Conclusion and Outlook
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   In-store Technologies in the Retail Servicescape
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   Introduction
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   Research Background
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   Research Method
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   Digital Capabilities of In-store Technology
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   Digital Capabilities in the Shopper-focused Decision Calculus
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   Discussion and Conclusion
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   Mirroring E-service for Brick and Mortar Retail: An Assessment and Survey
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   Introduction
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   Theoretical Background
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  Mirroring E-Service Touchpoints for Brick and Mortar Retail
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   Identification of Dominant E-service Touchpoints
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   Mirrored E-Service Touchpoints
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  Assessment of Mirrored E-Service Touchpoints
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   Survey Research Approach
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   Survey Results
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   Discussion, Limitations, and Future Research
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   Conclusion
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   Design Principles for Co-Creating Digital Customer Experience in High Street Retail
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   Introduction
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  Research Background
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   Customer Experience Theory
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   Mobile Technology for Context-Aware Service in Retail
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   Digital Customer Experience in High Street Retail
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   Design Principles for Digital Customer Experience Creation
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   Conclusion
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   Data-driven Customer Journey Mapping in Local High Streets: A Domain-specific Modeling Language
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   Introduction
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  Research Background
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   Customer Journeys
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   Related Modeling Approaches
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   Research Method
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  A DSML for Online-Offline Customer Journeys
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   Abstract Syntax
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   Concrete Syntax / Semantics
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   Demonstration of Utility and Evaluation of Form and Function
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   Conceptual Comparison to Related Modeling Approaches
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   Contribution, Limitations, and Outlook
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   The Impact of Transparency on Mobile Privacy Decision Making
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   Introduction
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   Research Background
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   Transparency of Personal Data Processing Practices
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   EU General Data Protection Regulation
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   Mobile Privacy Decision Making
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   Method
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  Results
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   Descriptive Results
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   Inferential Results
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   Qualitative Results
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  Discussion
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   Interpretation of Results
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   Implications for App Service Providers
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   Limitations
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   Conclusion
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  Appendix
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   Comprehension of the Consequences of Consent Decisions
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   Identifying Habituation
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   Submit Times across Conditions
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   Distribution of Comprehension Performance
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   Rationales for Deciding on the Location Permission Request
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   Designing Multi-sided Community Platforms for Local High Street Retail
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   Introduction
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  Research Background
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   Co-Creation of Customer Experience in Service Ecosystems
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   (Multi-sided) Platforms
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   Virtual Communities in Retail
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   Research Method
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  Design and Implementation of the Community Platform
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   Actors
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   Platform Architecture
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   Platform-Facilitated Interaction
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   Multi-sided Community Platforms for Local High Street Retail
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   Contribution and Outlook
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   Beacon-based Customer Tracking across the High Street: Perspectives for Location-based Smart Services in Retail
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   Motivation
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  Research Background
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   Multi-sided Community Platforms in High Street Retail
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   Location-based Customer Analytics and Advertising
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   Research Approach
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  Customer Data Collection
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   BLE Beacons on the High Street
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   Embedding into the Community Platform
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   Analytical Perspectives on Spatio-temporal Customer Data
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   Micro-level Perspective
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   Meso-level Perspective
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   Macro-level Perspective
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   Demonstration
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   Discussion
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   Conclusion and Outlook
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   Privacy-friendly User Location Tracking with Smart Devices: The BeaT Prototype
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   User Location Tracking—Friend or Foe?
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  Prototypical Design and Implementation
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   Technology Selection and Setting
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   The BEAcon Tracking (BeaT) Algorithm
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   Evaluation and Outlook
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   Quantifying the Impact of Geospatial Recommendations: A Field Experiment in High Street Retail
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   Introduction
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  Theoretical Background
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   Recommender Systems
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   Customer Experience and Customer Journeys in High Streets
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   Research Approach
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  Geo-Recommendations in High Street Retail
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   Digitalization of the High Street Ecosystem
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   Field Experiment with an Instantiated Geo-Recommendation System
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   Conclusion
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   One Plug at a Time — Designing a Peer-to-Peer Sharing Service for Charging Electric Vehicles
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   Infrastructures for Electric Vehicle Charging
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   Research Approach
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   The CrowdStrom Business Model and Prototype
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   Evaluation and Outlook
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   Customer Participation in Virtual Communities for Local High Streets
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   Introduction
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  Research Background and Hypotheses
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   Virtual Communities in Retail
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   Participation in Virtual Communities
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   Research Model and Hypotheses
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  Research Method
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   Virtual Community Setting
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   Measures and Questionnaire
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   Sample and Data Collection
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   Common Method Variance
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  Results
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   Measurement Model
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   Structural Model
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   Discussion
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   Managerial Implications
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   Limitations and Future Research Directions
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   Conclusion
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   Appendix
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   References