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Inspiration, interaction, efficiency and simplicity : 4 values that can be mobilized in store to improve the customer experience
[Inspiration, interaction, efficience et simplicité : 4 valeurs mobilisables en magasin pour améliorer l'expérience client]

Author

Listed:
  • Blandine Anteblian

    (CREGO - Centre de Recherche en Gestion des Organisations - Université de Haute-Alsace (UHA) - Université de Haute-Alsace (UHA) Mulhouse - Colmar - UB - Université de Bourgogne - UBFC - Université Bourgogne Franche-Comté [COMUE] - UFC - Université de Franche-Comté - UBFC - Université Bourgogne Franche-Comté [COMUE])

  • Sandrine Cadenat

    (IRG - Institut de Recherche en Gestion - UPEC UP12 - Université Paris-Est Créteil Val-de-Marne - Paris 12 - Université Gustave Eiffel)

Abstract

The development of e-commerce is both a source of unprecedented competition for physical stores but also an opportunity to think about their commercial proposition. Creating a unique and memorable experience for their customers has become the major challenge for retailers today. Based on a literature review and customer interviews, this paper suggests four major values of shopping experience -simplicity, efficiency, inspiration and interaction -and their variations. Implications and guidelines are address to retailers willing to develop easily their experience offer.

Suggested Citation

  • Blandine Anteblian & Sandrine Cadenat, 2020. "Inspiration, interaction, efficiency and simplicity : 4 values that can be mobilized in store to improve the customer experience [Inspiration, interaction, efficience et simplicité : 4 valeurs mobi," Post-Print hal-03472532, HAL.
    • Handle: RePEc:hal:journl:hal-03472532
    as

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