“技术-用户-服务”整合框架下的自助购物研究综述与展望  

Research Review on Self-service Shopping:An Integrated Framework of Technology-User-Service

作　　者：邹玉凤 姚欣林 卢向华[1] Zou Yufeng;Yao Xinlin;Lu Xianghua

机构地区：[1]复旦大学管理学院,上海200433 [2]南开大学商学院,天津300071

出　　处：《复印报刊资料（市场营销）》2023年第4期81-94,共14页

基　　金：国家自然科学基金青年项目(72002103);江苏省社会科学基金青年项目(20TQC004);国家自然科学基金面上项目(71872050)。

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。Self-service shopping,especially intelligent self-service shopping driven by emerging technologies,is becoming an integral part of new retailing industry.Despite of various advantages,the current operation of self-ser-vice shopping confronts big challenges in service process design and user maintenance.Therefore,to deepen the un-derstanding of self-service shopping for the purpose of promoting the development of self-service shopping industry effectively,this paper firstly reviews the conception of self-service shopping in previous studies.Then,based on the service encounter theory,this paper summarizes the relevant domestic and foreign researches on self-service shop-ping based on an integrated framework that incorporates the perspective of technology,user and service.Finally,fu-ture directions for researchers are proposed.

关 键 词：自助购物 自助服务技术 技术视角 用户视角 服务视角 

分 类 号：F713[经济管理—产业经济]