In their study "How Perceived Fit Affects Customers’ Satisfaction of In-Store Social Robot Advice", Stephanie van de Sanden, Tibert Verhagen, Ewout Nas, Jacqueline Arnoldy, and Koen Hindriks explore how various dimensions of perceived fit influence customer attitudes and satisfaction toward social robots …

Digital Humans are the new way to personalize digital interactions with your customers while building trust and rapport. Because the prove of innovations is in the numbers, in this session Guido Jongen (founder of Virtually Human) and Lotte Willemsen (Professor on the Rotterdam University of Applied …

The focus of this chapter is the customer journey, a concept that has emerged from business practice and that now commands the attention of practitioners and academics alike. The customer journey is defined as the sum total of all customer interactions with a product, brand or organization across multiple …

This paper is the documentation of a graduation internship at Digital Society School (DSS). DSS is a studio within Amsterdam University of Applied Sciences (HvA) which focuses to research the impact of technology on society. In this project, DSS teamed up with Ajax Fancare to solve their logistical problem …

Introduction The growing availability of data offers plenty of opportunities for data-driven innovation of business models. This certainly applies to interactive media companies. Interactive media companies are engaged in the development, provisioning, and exploitation of interactive media services and …

Part 3 Programming and Activating Cyberparks deals with the variety of ways in which urban public spaces can be reinvigorated through the use of digital media technologies. As is outlined in the introduction to this volume, digital media technologies profoundly shape the use and perception of urban public …

Firms increasingly use social network sites to reach out to customers and proactively intervene with observed consumer messages. Despite intentions to enhance customer satisfaction by extending customer service, sometimes these interventions are received negatively by consumers. We draw on privacy regulation …