The Impact of Electronic Shelf Label on Customer Well-Being in the Omnichannel Smart Retail

EasyChair Preprint no. 8328

Abstract

While the number of online retail transactions shows a significant upward trend, most people still shop offline with the higher preferences on contactless encounters. The future technologies in omnichannel retail are enabled through in-store technology (IST) and one of the applications is Electronic Shelf Label (ESL). While a lot of studies have developed IST little is known about the impact of IST on customers wellbeing and their behavior. This study aims to assess the impact of ESL as an emerging and prospective IST on customer well-being. Data were collected through an online survey embedded with a video of ESL features explanation. A total of 305 valid responses from people living in Indonesia were collected and analyzed using partial least square structural equation modeling (PLS-SEM). This study provides empirical evidence of how smart retails affect customers’ subjective well-being (SWB) and psychological well-being (PWB). Practically, it also helps retail managers in considering ESL implementation in the next-normal era.

Keyphrases: customer well-being, Electronic shelf label, Omnichannel Retail, Smart Retail

@Booklet{EasyChair:8328,
  author = {Darren Jonathan Ovani and Nila Armelia Windasari},
  title = {The Impact of Electronic Shelf Label on Customer Well-Being in the Omnichannel Smart Retail},
  howpublished = {EasyChair Preprint no. 8328},

  year = {EasyChair, 2022}}