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NFC based service innovation in retail: An explorative study
ISBN
978-88-6129-391-5
Type
conference paper
Date Issued
2009-06-08
Author(s)
Wiechert, Thomas
Schaller, Andreas
Editor(s)
Newell, Susan
Abstract
This paper presents the results of a questionnaire based survey conducted amongst European retailers on their plans and perceptions with regard to novel applications based on Near Field Communication (NFC) technology. Whilst the survey showed that retailers did evaluate the possible applications differently, none of them clearly stood out as the most beneficial one. NFC based services were on average conceded to be able to accelerate the checkout process at the point-of-sale. This is an important acknowledgment, as 65% of the respondents consider waiting lines which can occur at the checkout to hold the largest potential for an improvement of their customers' shopping experience. While the rate of agreement is somewhat smaller than in the case of process acceleration, retailers also concede that NFC applications could make shopping more convenient for their customers. On the other hand, none of the NFC-based applications seemed to yield cost saving potentials to the responding retailers. The most surprising result of the survey was the respondents' low expectations in regards to customer acceptance. This is in clear contrast to the reports on NFC trials which generally describe participants as enthusiastic about the technology.
Project(s)
Language
English
Keywords
Near Field Communication
NFC
Retail
Payment Systems
HSG Classification
not classified
Refereed
Yes
Book title
Information systems in a globalising world : challenges, ethics and practices ; ECIS 2009, 17th European Conference on Information Systems
Publisher
Università di Verona, Facoltà di Economia, Departimento de Economia Aziendale
Publisher place
Verona
Start page
12
Event Title
17th European Conference on Information Systems (ECIS) 2009
Event Location
Verona, Italy
Event Date
08.-10.06.2009
Official URL
Subject(s)
Division(s)
Eprints ID
52056