Enhancing user experience through pervasive information systems: The case of pervasive retailing

• Published in: International journal of information management Vol. 27; no. 5; pp. 319 - 335
• Main Authors: Kourouthanassis, Panos E., Giaglis, George M., Vrechopoulos, Adam P.
• Format: Journal Article
• Language: English
• Published: Oxford Elsevier Ltd 01.10.2007; Elsevier; Elsevier Science Ltd
• Subjects: Customer feedback; Customer services; Exact sciences and technology; Information and communication sciences; Information science. Documentation; Information systems; Information technology; Library and information science. General aspects; Pervasive computing; Sciences and techniques of general use; Shopping; Studies; Supermarkets; Use and user studies. Information needs; User experience; Greece; Pervasive computing; User experience; Case study; Computer science; Information system; User study; Information technology; Result
• ISSN: 0268-4012; 1873-4707
• DOI: 10.1016/j.ijinfomgt.2007.04.005

Pervasive information systems (PIS) constitute an emerging class of information systems (IS) where information technology (IT) is gradually embedded in the physical environment, capable of accommodating user needs and wants when desired. PIS differ from desktop information systems (DIS) in that they provide new means of interaction and can generate new experiences for their users. This paper investigates the effects of PIS to user experience in the context of retailing. A prototype PIS was implemented to serve as vehicle for a field experiment in a Greek supermarket. Shoppers were invited to use the system and provide feedback on its effects on their shopping experience within the store. The research revealed that several dimensions of the shopping experience, namely entertainment, shopping efficiency, budget monitoring, time pressure, information search, checkout problems, and promotions overload, were positively affected by the PIS. The study results suggest that embedding pervasive technologies to the retail arena may enable retailers to differentiate by providing customer-centric services that alleviate shoppers’ perception of confusion, stress, and routine during the shopping session and increase store loyalty.