Emotion-based IS support for Customer-Salesperson Interaction

Abstract

While e-commerce is experiencing increasing sales, stationary retail is losing customers. One way to address this problem is to digitally support the advantages of stationary retail and offer new services to the customer. Following a Design Science Research approach, we present two consecutive design cycles in which we propose an emotion-based information system (IS) to support the interaction between customers and sales personnel. Design cycle 1 focuses on generating design knowledge in form of design guidelines, while design cycle 2 aims to exert them into a specific expository instantiation in order to evaluate them. In an increasingly digital world with changing customers, this contribution shows that emotions might be a key element in the design of valuable IS-supported interactions. Hereby we address the identified lack of literature on emotion-based ISs in the stationary retail sector.