The impact of virtual, augmented and mixed reality technologies on the customer experience

The arrival of Virtual-Reality, Augmented-Reality, and Mixed-Reality technologies is shaping a new environment where physical and virtual objects are integrated at different levels. Due to the development of portable and embodied devices, together with highly interactive, physical-virtual connection...

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Bibliographic Details
Published in:Journal of business research 2019-07, Vol.100, p.547-560
Main Authors: Flavián, Carlos, Ibáñez-Sánchez, Sergio, Orús, Carlos
Format: Article
Language:English
Subjects:
Customer experience
Embodiment
Interactivity
Presence
Technology-mediated realities
Virtual reality
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Summary:The arrival of Virtual-Reality, Augmented-Reality, and Mixed-Reality technologies is shaping a new environment where physical and virtual objects are integrated at different levels. Due to the development of portable and embodied devices, together with highly interactive, physical-virtual connections, the customer experience landscape is evolving into new types of hybrid experiences. However, the boundaries between these new realities, technologies and experiences have not yet been clearly established by researchers and practitioners. This paper aims to offer a better understanding of these concepts and integrate technological (embodiment), psychological (presence), and behavioral (interactivity) perspectives to propose a new taxonomy of technologies, namely the “EPI Cube”. The cube allows academics and managers to classify all technologies, current and potential, which might support or empower customer experiences, but can also produce new experiences along the customer journey. The paper concludes with theoretical and managerial implications, as well as a future research agenda. •Virtual, augmented and mixed realities are reshaping customer experiences.•The terms describing the different realities are clarified and standardized.•EPI Cube (Embodiment-Presence-Interactivity) assorts reality-virtuality technology.•EPI Cube technologies create technology-enhanced customer experiences.•Technology-enhanced experiences add value to the customer purchase journey.
ISSN:0148-2963
1873-7978
DOI:10.1016/j.jbusres.2018.10.050