Differences in Customers' Interactions with Expert/Novice Salesclerks in a Bespoke Tailoring Situation: A Case Study on the Utterances of Salesclerks
Differences in Customers' Interactions with Expert/Novice Salesclerks in a Bespoke Tailoring Situation: A Case Study on the Utterances of Salesclerks
复制标题
定制场景下顾客与专家/新手售货员互动的差异：售货员话语的案例研究
DOI：
10.1007/978-3-030-23525-3_17
复制
发表时间：
2019
期刊：
影响因子：
--
通讯作者：
N. Nagata
中科院分区：
文献类型：
--
作者：
Masashi Sugimoto;Y. Yamazaki;Fan Zhang;S. Miyai;Kodai Obata;Michiya Yamamoto;N. Nagata
当我们做决定时，我们并不总是自己决定，有时会依靠推荐系统。以前的推荐系统关注的是推荐的准确性。最近，以人为中心的推荐系统引起了人们的关注。在大规模定制让用户对购买的商品进行个性化的背景下，以人为本的推荐尤为重要。然而，人们如何在个性化的背景下处理大量的决策还没有揭示出来。在这项研究中，我们专注于定制裁剪，这依赖于售货员帮助客户获得他们想要的东西。我们调查了客户与推荐人(售货员)互动的方式。结果表明，专业售货员限制了顾客一次可供选择的数量，并且在顾客做出决定后，他们向顾客保证他们的选择是合适的。这些结果表明，合格的定制推荐者通过避免选择过载和激发客户的积极情绪来帮助客户。在个性化可以实现客户需求和愿望的情况下，这些发现对推荐系统特别有用。
When we make decisions, we do not always decide by ourselves, but sometimes rely on recommendation systems. Previous recommendation systems focused on the accuracy of the recommendation. More recently, human-centered recommendation systems have garnered attention. The human-centered recommendation is especially important in a context wherein mass customization lets users personalize what they buy. However, how people tackle a vast amount of decision-making in the context of personalization has not yet been revealed. In this research, we focused on bespoke tailoring, which relies on salesclerks to help customers acquire what they want. We investigated the ways that customers interact with human recommenders (salesclerks). The results showed that expert salesclerks limited the number of options which customers have at a time, and that they reassured the customers about the suitability of their choices after they made their decisions. These results indicate that qualified recommenders in bespoke tailoring help customers by avoiding choice overload and evoking the customers’ positive emotions. These findings are especially helpful for a recommendation system in a situation in which personalization can lead to the realization of customer needs and wants.