管理评论 ›› 2022, Vol. 34 ›› Issue (11): 142-156.
邹玉凤1, 姚欣林2, 卢向华1
收稿日期:2020-02-10
出版日期:2022-11-28
发布日期:2022-12-30
通讯作者:
姚欣林(通讯作者),南开大学商学院副教授,博士。
作者简介:邹玉凤,复旦大学管理学院博士研究生;卢向华,复旦大学管理学院教授,博士生导师,博士。
基金资助:Zou Yufeng1, Yao Xinlin2, Lu Xianghua1
Received:2020-02-10
Online:2022-11-28
Published:2022-12-30
摘要： 自助购物,尤其是新技术驱动的智能自助购物,正在新零售中扮演越来越重要的角色。然而,尽管存在诸多优势,自助购物在用户维系与服务过程设计上还存在很大的挑战。为更好地理解自助购物以有效提升自助购物产业的发展,本文首先从自助购物的概念出发,基于服务接触理论,从技术、用户和服务三个视角出发,对国内外自助购物的重要研究成果进行了梳理总结。最后,指出了可以进一步探索的研究方向。
邹玉凤, 姚欣林, 卢向华. “技术-用户-服务”整合框架下的自助购物研究综述与展望[J]. 管理评论, 2022, 34(11): 142-156.
Zou Yufeng, Yao Xinlin, Lu Xianghua. Research Review on Self-service Shopping: An Integrated Framework of Technology-User-Service[J]. Management Review, 2022, 34(11): 142-156.
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