Department of Management

Sascha Steinmann

The influence of technology-infusion on customers’ information disclosure behaviour within the frontline service encounter

Research output: Contribution to journal/Conference contribution in journal/Contribution to newspaperJournal articleResearchpeer-review

  • Tobias Röding, University of Siegen, Germany
  • Sascha Steinmann
  • Frederic Nimmermann, University of Siegen, Germany
  • Hanna Schramm-Klein, University of Siegen, Germany
Little is known about customers’ information disclosure at the physical Point of Sale (PoS) in terms of technology-infused frontline employee service encounters (e.g. using a tablet for information gathering within a sales dialog). Transferring the Role and Script theory to this context, we assume an underlying script of employee-customer interaction that might be harmed due to technology infusion and in turn will increase customers’ risk perception towards retailers’ potential information-misuse. Findings of a quasi-experimental online study (N = 322) indicate that technology infusion affects negatively the customer’s willingness to disclose information. However, technology infusion partially interacts with an explanation on information-security which inverse the effects to a positive stimulation by technology. Results indicate that this effect is moderated by customers’ perceived benefits of and perceived trust in retailers’ use of the disclosed information as well as mediated by experienced emotions. Finally, we deliver research opportunities for academe and strategies for enhancing customer’s information disclosure at the PoS.
Original languageEnglish
JournalInternational Review of Retail, Distribution and Consumer Research
Pages (from-to)482-503
Number of pages22
Publication statusPublished - 20 Oct 2019
Externally publishedYes

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