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NFC based Service Innovation in Retail : An explorative Study

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Kurzfassung 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.
   
Typ Konferenzpapier (Englisch)
   
Schlagwörter (Tags) Near Field Communication, NFC, Retail, Payment Systems
   
Projekt StoLPaN
Name der Konferenz The 17th European Conference on Information Systems (ECIS 2009) (Verona, Italy)
Datum der Konferenz 8-6-2009
Titel der Proceedings Proceedings of the 17th European Conference on Information Systems (ECIS)
Seite(n) 12
Verlag tbd
Review Double-Blind Review
   
Zitation Wiechert, Thomas ; Thiesse, Frederic ; Schaller, Andreas ; Fleisch, Elgar: NFC based Service Innovation in Retail : An explorative Study. In: Proceedings of the 17th European Conference on Information Systems (ECIS) : tbd, 2009. - The 17th European Conference on Information Systems (ECIS 2009). - Verona, Italy, S. 12.