Abstract
The main objective of this study is to develop a hypothetical model of perceptions of consumers regarding the utilisation of surveillance technology to enhance consumer shopping behaviour in the South African retail environment. In order to develop the theoretical framework, a comprehensive literature review was conducted on surveillance technology and consumer behaviour. Other models of surveillance technology were also used in developing this hypothetical model. The influence of four independent variables, namely formal surveillance, informal surveillance, typology of shoppers, and service encounter are tested. Expected outcomes or dependent variables include customer loyalty, customer satisfaction, and repurchase intention. This model will be tested by means of seven null-hypotheses. The aim is to provide businesses operating in the retail industry with some recommendations regarding the utilisation of surveillance technology to enhance consumer shopping behaviour.
Presenters
Tendai ChimuchekaAssociate Professor: Business Management, Business Management Department, University of Fort Hare, Eastern Cape, South Africa Noxolo Eileen Mazibuko
Nelson Mandela University Elroy Eugene Smith
Nelson Mandela University
Details
Presentation Type
Paper Presentation in a Themed Session
Theme
KEYWORDS
Surveillance technology, Retail, Buying behaviour, Hypothetical model
Digital Media
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