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JRIM Accepted Version 2018-06-05 Keeling.pdf (497.74 kB)

Making omnichannel an augmented reality: the current and future state of the art

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posted on 2023-06-09, 13:32 authored by Tim Hilken, Jonas Heller, Mathew Chylinski, Debbie KeelingDebbie Keeling, Dominik Mahr, Ko de Ruyter
Purpose—This paper explores the current and future role of Augmented Reality (AR) as an enabler of omnichannel experiences across the customer journey. To advance the conceptual understanding and managerial exploitation of AR, the paper synthesises current research, illustrating how a variety of current applications merge online and offline experiences, and provides a future research agenda to help advance the state of the art in AR. Design/methodology/approach— Drawing on situated cognition theorising as a guiding framework, the paper reviews previously published research and currently deployed applications to provide a roadmap for future research efforts on AR-enabled omnichannel experiences across the customer journey. Findings— AR offers myriad opportunities to provide customers with a seamless omnichannel journey, smoothing current obstacles, through a unique combination of i) embedded, ii) embodied, and iii) extended customer experiences. These three principles constitute the overarching value drivers of AR and offer coherent, theory-driven organising principles for managers and researchers alike. Originality/value— Current research has yet to provide a relevant, conceptually robust understanding of AR-enabled customer experiences. In light of the rapid development and widespread deployment of the technology, this paper provides an urgently needed framework for guiding the development of AR in an omnichannel context.

History

Publication status

  • Published

File Version

  • Accepted version

Journal

Journal of Research in Interactive Marketing

ISSN

2040-7122

Publisher

Emerald

Issue

4

Volume

12

Page range

509-523

Department affiliated with

  • Strategy and Marketing Publications

Full text available

  • Yes

Peer reviewed?

  • Yes

Legacy Posted Date

2018-05-29

First Open Access (FOA) Date

2018-06-06

First Compliant Deposit (FCD) Date

2018-05-29

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