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- Gerritsen, Bart H. M., et al.
(författare)
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Social Media Coming to the Mall : A Cross-Channel Response
- 2014. - 1
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Ingår i: <em></em>Product Development in the Socio-sphere. - Cham : Springer. - 9783319074030 - 9783319074047 ; , s. 169-235
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Bokkapitel (refereegranskat)abstract
- Traditional shopping malls experience the effects of expanding online shopping. In addition, social media grew as a platform for customer orientation and expression. In-mall retail must respond. We take the customer journey as the guiding model for customer experience building and focus on converting cross-channel built customer expectation into enriched customer experiences in in-mall stores. We focus on the in-mall part of the journey but recognize the need to engage with customers in other parts of the journey and on social media. That is where the word-of-mouth spreads nowadays. We develop a ‘u-retail’ process model and a cyber-physical system concept for a mall: we combine a mall website, mobile apps and interactive storefronts containing Facebook processes into an integrating system. Customers can manipulate info and processes displayed on the interactive storefront through touch or mobile devices. The Facebook shopping-with-online-friends process inserts real-time feedback from social media friends in the storefront window. We show how ‘gamification’ and trust and loyalty breeding can be employed. Mall and retailers attract customers in a collective manner, from parking services to package deals. Cross-channel customer tracking is part of the concept, providing a view on both online and offline communities. Ubiquitous tracking of customers foster deep customer relation and experience of data. We implemented a first partly surrogate prototype to validate the concept. This partly empirical, partly designed experimental implementation can itself be a big data tool for scientists and retailers to acquire deeper insights. The concept can be generalized to other social contexts. © Springer International Publishing Switzerland 2014
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| 2. |
- Bertoni, Marco, et al.
(författare)
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Co-creation in complex supply chains : the benefits of a Value driven Design approach
- 2014
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Ingår i: Product Development in the Socio-sphere. - Switzerland : Springer International Publishing. - 9783319074030
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Bokkapitel (refereegranskat)abstract
- In the last decade, as the manufacturing companies have reconsidered the overall concept of goods production, their focus shifted from developing ‘products’ to ‘solutions’. In complex supply chains, the combination of products and services that maximize customers’ and stakeholders’ value can be identified only if manufacturers improve their ability to co-create, establishing more interactive relationships with end users, clients and sub-contractors. Methodologies for Value Driven Design (VDD) are emerging as enablers for cross-functional and cross-organizational knowledge sharing, reinforcing early stages design iterations to emphasize the maturation of the requirements across supply chain levels. This chapter highlights the uptake of VDD in a traditionally protective domain, such as the aerospace sector. It describes methods and tools for value assessment, and points toward the most relevant initiatives in this domain. Eventually, it discusses areas of further research to promote the effective use of the VDD methodology while designing complex engineering systems.
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