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Customer Experience Management in Retailing: An Organizing Framework

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Cited by:

  1. TANASE, George Cosmin, 2022. "Predictive Marketing: Anticipating Market Demand with Proactive Action," Romanian Distribution Committee Magazine, Romanian Distribution Committee, vol. 13(2), pages 34-39, June.
  2. Mussol, Sarah & Aurier, Philippe & de Lanauze, Gilles Séré, 2019. "Developing in-store brand strategies and relational expression through sales promotions," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 241-250.
  3. Kumar, V. & Anand, Ankit & Song, Hyunseok, 2017. "Future of Retailer Profitability: An Organizing Framework," Journal of Retailing, Elsevier, vol. 93(1), pages 96-119.
  4. Bolton, Ruth N. & Gustafsson, Anders & Tarasi, Crina O. & Witell, Lars, 2022. "Managing a Global Retail Brand in Different Markets: Meta-Analyses of Customer Responses to Service Encounters," Journal of Retailing, Elsevier, vol. 98(2), pages 294-314.
  5. AlKheder, Sharaf, 2021. "Passengers intentions towards self-services check-in, Kuwait airport as a case study," Technological Forecasting and Social Change, Elsevier, vol. 169(C).
  6. Yrjänä, Laura & Rashidfarokhi, Anahita & Toivonen, Saija & Viitanen, Kauko, 2018. "Looking at retail planning policy through a sustainability lens: Evidence from policy discourse in Finland," Land Use Policy, Elsevier, vol. 79(C), pages 190-198.
  7. Muhammad Binsawad & Osama Sohaib & Igor Hawryszkiewycz, 2019. "Factors Impacting Technology Business Incubator Performance," International Journal of Innovation Management (ijim), World Scientific Publishing Co. Pte. Ltd., vol. 23(01), pages 1-30, January.
  8. Sheng-Chi Chen & Shari S. C. Shang, 2021. "Sustaining User Experience in a Smart System in the Retail Industry," Sustainability, MDPI, vol. 13(9), pages 1-14, May.
  9. Kokho Sit, Jason & Hoang, Anna & Inversini, Alessandro, 2018. "Showrooming and retail opportunities: A qualitative investigation via a consumer-experience lens," Journal of Retailing and Consumer Services, Elsevier, vol. 40(C), pages 163-174.
  10. Kihyung Kim & Sang-Lin Han & Young-Yong Jang & Yun-Chang Shin, 2020. "The Effects of the Antecedents of “Buy-Online-Pick-Up-In-Store” Service on Consumer’s BOPIS Choice Behaviour," Sustainability, MDPI, vol. 12(23), pages 1-15, November.
  11. Dorai, Sriram & Balasubramanian, Nataraj & Sivakumaran, Bharadhwaj, 2021. "Enhancing relationships in e-tail: Role of relationship quality and duration," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
  12. Badrinarayanan, Vishag & Becerra, Enrique P., 2019. "Shoppers’ attachment with retail stores: Antecedents and impact on patronage intentions," Journal of Retailing and Consumer Services, Elsevier, vol. 50(C), pages 371-378.
  13. Aiolfi Simone & Edoardo Sabbadin, 2017. "The New Paradigm of the Omnichannel Retailing: Key Drivers, New Challenges and Potential Outcomes Resulting from the Adoption of an Omnichannel Approach," International Journal of Business and Management, Canadian Center of Science and Education, vol. 13(1), pages 1-85, December.
  14. Dobscha, Susan & Foxman, Ellen, 2012. "Mythic Agency and Retail Conquest," Journal of Retailing, Elsevier, vol. 88(2), pages 291-307.
  15. Talukdar, Debabrata & Gauri, Dinesh K. & Grewal, Dhruv, 2010. "An Empirical Analysis of the Extreme Cherry Picking Behavior of Consumers in the Frequently Purchased Goods Market," Journal of Retailing, Elsevier, vol. 86(4), pages 336-354.
  16. Yagmur Ozyer, 2016. "Understanding the Impact of the Brand Experience on Brand Reputation by the Moderating Role of Technology Turbulence," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 8(1), pages 161-169, February.
  17. Rajan, Bharath & Salunkhe, Uday & Kumar, V., 2023. "Understanding customer engagement in family firms: A conceptual framework," Journal of Business Research, Elsevier, vol. 154(C).
  18. Carver, James R. & Padgett, Daniel T., 2012. "Product Category Pricing and Future Price Attractiveness: 99-Ending Pricing in a Memory-Based Context," Journal of Retailing, Elsevier, vol. 88(4), pages 497-511.
  19. Calvo-Porral, Cristina & Lévy-Mangin, Jean-Pierre, 2018. "From “foodies†to “cherry-pickers†: A clustered-based segmentation of specialty food retail customers," Journal of Retailing and Consumer Services, Elsevier, vol. 43(C), pages 278-284.
  20. Myriam Quinones & Ana M. Díaz-Martín & Mónica Gómez-Suárez, 2023. "Retail technologies that enhance the customer experience: a practitioner-centred approach," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-8, December.
  21. Bill Merrilees, 2017. "Experience-centric branding: challenges and advancing a new mantra for corporate brand governance," Journal of Brand Management, Palgrave Macmillan, vol. 24(1), pages 1-13, January.
  22. Grewal, Dhruv & Roggeveen, Anne L. & Lindsey-Mullikin, Joan, 2014. "The Contingent Effects of Semantic Price Cues," Journal of Retailing, Elsevier, vol. 90(2), pages 198-205.
  23. Massara, Francesco & Scarpi, Daniele & Melara, Robert D. & Porcheddu, Daniele, 2018. "Affect transfer from national brands to store brands in multi-brand stores," Journal of Retailing and Consumer Services, Elsevier, vol. 45(C), pages 103-110.
  24. Arpan Kumar Kar & Shweta Kumari Choudhary & P. Vigneswara Ilavarasan, 2023. "How can we improve tourism service experiences: insights from multi-stakeholders’ interaction," DECISION: Official Journal of the Indian Institute of Management Calcutta, Springer;Indian Institute of Management Calcutta, vol. 50(1), pages 73-89, March.
  25. van de Sanden, Stephanie & Willems, Kim & Brengman, Malaika, 2022. "How customers motive attributions impact intentions to use an interactive kiosk in-store," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
  26. Allen, B.J. & Dholakia, Utpal M. & Basuroy, Suman, 2016. "The Economic Benefits to Retailers from Customer Participation in Proprietary Web Panels," Journal of Retailing, Elsevier, vol. 92(2), pages 147-161.
  27. Peric, Marko, 2015. "Managing Sports Experiences In The Context Of Tourism," UTMS Journal of Economics, University of Tourism and Management, Skopje, Macedonia, vol. 6(1), pages 85-97.
  28. Flacandji, Michaël & Krey, Nina, 2020. "Remembering shopping experiences: The Shopping Experience Memory Scale," Journal of Business Research, Elsevier, vol. 107(C), pages 279-289.
  29. Mousumi Choudhury & Ranjit Singh & Hemanta Saikia, 2016. "Measuring Customer Experience in Bancassurance: An Empirical Study," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 28(1), pages 47-62.
  30. Idoko, Edwin Chukwuemeka & Nkamnebe, Dominic. Anayo & Okoye, Victor Ifesinachi, 2017. "Predictors and Characterization of Mall Shoppers in A Typical Sub-Saharan African Context: Evidence from Nigeria," Indian Journal of Commerce and Management Studies, Educational Research Multimedia & Publications,India, vol. 8(1), pages 01-15, January.
  31. Suryandari, Retno Tanding & Paswan, Audhesh K., 2014. "Online customer service and retail type-product congruence," Journal of Retailing and Consumer Services, Elsevier, vol. 21(1), pages 69-76.
  32. Nikola Milicevic & Aleksandar Grubor, 2015. "The effect of backroom size on retail product availability – operational and technological solutions," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 17(39), pages 661-661, May.
  33. Swoboda, Bernhard & Berg, Bettina & Schramm-Klein, Hanna, 2013. "Reciprocal Effects of the Corporate Reputation and Store Equity of Retailers," Journal of Retailing, Elsevier, vol. 89(4), pages 447-459.
  34. Muhammad Waqas & Zalfa Laili Binti Hamzah & Noor Akma Mohd Salleh, 2021. "Customer experience: a systematic literature review and consumer culture theory-based conceptualisation," Management Review Quarterly, Springer, vol. 71(1), pages 135-176, February.
  35. Christian Homburg & Danijel Jozić & Christina Kuehnl, 2017. "Customer experience management: toward implementing an evolving marketing concept," Journal of the Academy of Marketing Science, Springer, vol. 45(3), pages 377-401, May.
  36. Orth, Ulrich R. & Malkewitz, Keven, 2012. "The Accuracy of Design-based Judgments: A Constructivist Approach," Journal of Retailing, Elsevier, vol. 88(3), pages 421-436.
  37. Joy, Annamma & Wang, Jeff Jianfeng & Chan, Tsang-Sing & Sherry, John F. & Cui, Geng, 2014. "M(Art)Worlds: Consumer Perceptions of How Luxury Brand Stores Become Art Institutions," Journal of Retailing, Elsevier, vol. 90(3), pages 347-364.
  38. Khan, Imran & Rahman, Zillur, 2015. "Brand experience anatomy in retailing: An interpretive structural modeling approach," Journal of Retailing and Consumer Services, Elsevier, vol. 24(C), pages 60-69.
  39. Tracy Harkison & Nigel Hemmington & Kenneth F. Hyde, 2018. "Luxury accommodation – significantly different or just more expensive?," Journal of Revenue and Pricing Management, Palgrave Macmillan, vol. 17(4), pages 231-243, August.
  40. Marisela Rodriguez & Francisco Paredes & Gaofeng Yi, 2016. "Towards Future Customer Experience: Trends and Innovation in Retail," Foresight and STI Governance (Foresight-Russia till No. 3/2015), National Research University Higher School of Economics, vol. 10(3), pages 18-28.
  41. Singh, Nidhi & Sinha, Neena, 2020. "How perceived trust mediates merchant's intention to use a mobile wallet technology," Journal of Retailing and Consumer Services, Elsevier, vol. 52(C).
  42. Inès, Gicquel & Herbert, Castéran, 2016. "Linking usage and shopping: How value experiences can distinguish consumers," Journal of Retailing and Consumer Services, Elsevier, vol. 30(C), pages 165-174.
  43. Hochstein, Bryan & Bolander, Willy & Christenson, Brett & Pratt, Alexander B. & Reynolds, Kristy, 2021. "An Investigation of Consumer Subjective Knowledge in Frontline Interactions," Journal of Retailing, Elsevier, vol. 97(3), pages 336-346.
  44. Funk, Daniel C., 2017. "Introducing a Sport Experience Design (SX) framework for sport consumer behaviour research," Sport Management Review, Elsevier, vol. 20(2), pages 145-158.
  45. Dacko, Scott G., 2017. "Enabling smart retail settings via mobile augmented reality shopping apps," Technological Forecasting and Social Change, Elsevier, vol. 124(C), pages 243-256.
  46. Santana, Shelle & Thomas, Manoj & Morwitz, Vicki G., 2020. "The Role of Numbers in the Customer Journey," Journal of Retailing, Elsevier, vol. 96(1), pages 138-154.
  47. Berry, Christopher & Douglas Hoffman, K., 2023. "Communicating intent: Effects of employer-controlled tipping strategy disclosures on tip amount and firm evaluations," Journal of Business Research, Elsevier, vol. 160(C).
  48. Angelos Pantouvakis & Anastasia Gerou, 2022. "The Theoretical and Practical Evolution of Customer Journey and Its Significance in Services Sustainability," Sustainability, MDPI, vol. 14(15), pages 1-16, August.
  49. Lamin B. Ceesay, 2020. "Building a High Customer Experience Management Organization: Toward Customer-Centricity," Jindal Journal of Business Research, , vol. 9(2), pages 162-175, December.
  50. Nwankwo Cosmas Anayochukwu & Kanyangale MacDonald Isaac, 2023. "Customer Experience Management: Analysis of Customer Retention in Restaurants in Anambra State, Nigeria," Marketing of Scientific and Research Organizations, Sciendo, vol. 49(3), pages 1-26, September.
  51. Grewal, Dhruv & Roggeveen, Anne L. & Sisodia, Rajendra & Nordfält, Jens, 2017. "Enhancing Customer Engagement Through Consciousness," Journal of Retailing, Elsevier, vol. 93(1), pages 55-64.
  52. Parker, Jeffrey R. & Lehmann, Donald R., 2011. "When Shelf-Based Scarcity Impacts Consumer Preferences," Journal of Retailing, Elsevier, vol. 87(2), pages 142-155.
  53. Donna L Hoffman & Thomas P Novak & Eileen FischerEditor & Robert KozinetsAssociate Editor, 2018. "Consumer and Object Experience in the Internet of Things: An Assemblage Theory Approach," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 44(6), pages 1178-1204.
  54. Bahng, Youngjin & Kincade, Doris H., 2014. "Retail buyer segmentation based on the use of assortment decision factors," Journal of Retailing and Consumer Services, Elsevier, vol. 21(4), pages 643-652.
  55. Lamya Benamar & Christine Balagué & Zeling Zhong, 2020. "Internet of Things devices appropriation process : the Dynamic Interactions Value Appropriation (DIVA) framework," Post-Print hal-02376414, HAL.
  56. Yinglu Sun & Wei Xue & Subir Bandyopadhyay & Dong Cheng, 2022. "WeChat mobile-payment-based smart retail customer experience: an integrated framework," Information Technology and Management, Springer, vol. 23(2), pages 77-94, June.
  57. Yrjölä, Mika & Rintamäki, Timo & Saarijärvi, Hannu & Joensuu, Johanna & Kulkarni, Gauri, 2019. "A customer value perspective to service experiences in restaurants," Journal of Retailing and Consumer Services, Elsevier, vol. 51(C), pages 91-101.
  58. Adilson Borges & Felipe Pantoja & Patricia Rossi & Amanda Yamim, 2020. "If I Touch It, I will Like It! The Role of Tactile Inputs on Gustatory Perceptions of Food Items," Post-Print hal-02507986, HAL.
  59. repec:thr:techub:1008:y:2020:i:1:p:273-287 is not listed on IDEAS
  60. Williams, Luke & Buoye, Alexander & Keiningham, Timothy L. & Aksoy, Lerzan, 2020. "The practitioners’ path to customer loyalty: Memorable experiences or frictionless experiences?," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
  61. Alexander, Andrew & Teller, Christoph & Roggeveen, Anne L., 2016. "The boundary spanning of managers within service networks," Journal of Business Research, Elsevier, vol. 69(12), pages 6031-6039.
  62. Francesco Massara, 2014. "Progettare la comunicazione e l?esperienza di marca in-store: il contributo della cct," MERCATI & COMPETITIVIT?, FrancoAngeli Editore, vol. 2014(1), pages 61-82.
  63. Wetzels, Ruud W.H. & Klaus, Philipp “Phil†& Wetzels, Martin, 2023. "There is a secret to success: Linking customer experience management practices to profitability," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
  64. Cristiane Pizzutti & Renata Gonçalves & Maura Ferreira, 2022. "Information search behavior at the post-purchase stage of the customer journey," Journal of the Academy of Marketing Science, Springer, vol. 50(5), pages 981-1010, September.
  65. Beatriz Moschetta Cunha & Carolina Kato Lettieri & Giulia Wiltenburg Cadena & Veridiana Rotondaro Pereira, 2023. "Analyzing the Influence of COVID-19 on the E-Commerce Customer’s Retail Experience in the Supermarket Industry: Insights from Brazil," Logistics, MDPI, vol. 7(3), pages 1-14, August.
  66. Reydet, Sabine & Carsana, Laurence, 2017. "The effect of digital design in retail banking on customers’ commitment and loyalty: The mediating role of positive affect," Journal of Retailing and Consumer Services, Elsevier, vol. 37(C), pages 132-138.
  67. Ilona Skackauskiene & Neringa Vilkaite-Vaitone, 2022. "Green Marketing and Customers’ Purchasing Behavior: A Systematic Literature Review for Future Research Agenda," Energies, MDPI, vol. 16(1), pages 1-20, December.
  68. Kim, Sehoon & Connerton, Timothy Paul & Park, Cheongyeul, 2022. "Transforming the automotive retail: Drivers for customers' omnichannel BOPS (Buy Online & Pick up in Store) behavior," Journal of Business Research, Elsevier, vol. 139(C), pages 411-425.
  69. Gao, Wei & Li, Wenqian & Fan, Hua & Jia, Xingping, 2021. "How customer experience incongruence affects omnichannel customer retention: The moderating role of channel characteristics," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
  70. Grewal, Dhruv & Roggeveen, Anne L. & Nordfält, Jens, 2017. "The Future of Retailing," Journal of Retailing, Elsevier, vol. 93(1), pages 1-6.
  71. Troiville, Julien & Hair, Joe F. & Cliquet, Gérard, 2019. "Definition, conceptualization and measurement of consumer-based retailer brand equity," Journal of Retailing and Consumer Services, Elsevier, vol. 50(C), pages 73-84.
  72. Taewon Suh & Seok Kang & Elyria A. Kemp, 2020. "A Bayesian network approach to juxtapose brand engagement and behaviors of substantive interest in e-services," Electronic Commerce Research, Springer, vol. 20(2), pages 361-379, June.
  73. Klaus, Phil & Kuppelwieser, Volker G. & Heinonen, Kristina, 2023. "Quantifying the influence of customer experience on consumer share-of-category," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
  74. Collange, Véronique, 2015. "Consumer reaction to service rebranding," Journal of Retailing and Consumer Services, Elsevier, vol. 22(C), pages 178-186.
  75. Hasan Boudlaie & Alemeh Shahidi & Mohammadhosein Kenarroodi & Behrouz Keshavarz Nik, 2020. "A qualitative study of customer experiences in the retail industry," Technium Social Sciences Journal, Technium Science, vol. 8(1), pages 273-287, June.
  76. Silvia Cachero-Martínez & Rodolfo Vázquez-Casielles, 2018. "Developing the Marketing Experience to Increase Shopping Time: The Moderating Effect of Visit Frequency," Administrative Sciences, MDPI, vol. 8(4), pages 1-21, November.
  77. Francesca Foglieni & Stefan Holmlid, 2017. "Determining Service Value: Exploring the Link Between Value Creation and Service Evaluation," Service Science, INFORMS, vol. 9(1), pages 74-90, March.
  78. Haans, Hans & Gijsbrechts, Els, 2011. "“One-deal-fits-all?” On Category Sales Promotion Effectiveness in Smaller versus Larger Supermarkets," Journal of Retailing, Elsevier, vol. 87(4), pages 427-443.
  79. Yen-Hao Hsieh & I-Chun Chuang, 2020. "Evaluation of key factors for service experience: A comparison of tourism factories and international tourism hotels," Tourism Economics, , vol. 26(3), pages 404-436, May.
  80. Calvo-Porral, Cristina & Lévy-Mangin, Jean-Pierre, 2019. "Profiling shopping mall customers during hard times," Journal of Retailing and Consumer Services, Elsevier, vol. 48(C), pages 238-246.
  81. Christina Kuehnl & Danijel Jozic & Christian Homburg, 2019. "Effective customer journey design: consumers’ conception, measurement, and consequences," Journal of the Academy of Marketing Science, Springer, vol. 47(3), pages 551-568, May.
  82. Renko, Sanda & Druzijanic, Mirna, 2014. "Perceived usefulness of innovative technology in retailing: Consumers׳ and retailers׳ point of view," Journal of Retailing and Consumer Services, Elsevier, vol. 21(5), pages 836-843.
  83. Dahm, Martin & Wentzel, Daniel & Herzog, Walter & Wiecek, Annika, 2018. "Breathing Down Your Neck!," Journal of Retailing, Elsevier, vol. 94(2), pages 217-230.
  84. Dong, Ping & Siu, Noel Yee-Man, 2013. "Servicescape elements, customer predispositions and service experience: The case of theme park visitors," Tourism Management, Elsevier, vol. 36(C), pages 541-551.
  85. Benedicktus, Ray L. & Brady, Michael K. & Darke, Peter R. & Voorhees, Clay M., 2010. "Conveying Trustworthiness to Online Consumers: Reactions to Consensus, Physical Store Presence, Brand Familiarity, and Generalized Suspicion," Journal of Retailing, Elsevier, vol. 86(4), pages 322-335.
  86. Verhoef, Peter C. & Venkatesan, Rajkumar & McAlister, Leigh & Malthouse, Edward C. & Krafft, Manfred & Ganesan, Shankar, 2010. "CRM in Data-Rich Multichannel Retailing Environments: A Review and Future Research Directions," Journal of Interactive Marketing, Elsevier, vol. 24(2), pages 121-137.
  87. Guha, Abhijit & Grewal, Dhruv & Kopalle, Praveen K. & Haenlein, Michael & Schneider, Matthew J. & Jung, Hyunseok & Moustafa, Rida & Hegde, Dinesh R. & Hawkins, Gary, 2021. "How artificial intelligence will affect the future of retailing," Journal of Retailing, Elsevier, vol. 97(1), pages 28-41.
  88. Aminuddin Yusof & Arporn Popa & Soh Kim Geok, 2018. "Perception of Service Quality among Malaysian University Recreational Fitness Center Users," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 8(7), pages 823-833, July.
  89. Vianney Judith Robledo Herrera & Elena Patricia Mojica Carrillo & Sofía Elba Vázquez Herrera & Fernando Rey Castillo Villar, 2020. "Influence of Experiential Marketing on Online Engagement of the Consumer in the Fashion Industry in the City of Aguascalientes," Advances in Management and Applied Economics, SCIENPRESS Ltd, vol. 10(4), pages 1-8.
  90. Brown, James R. & Dant, Rajiv P., 2009. "The Theoretical Domains of Retailing Research: A Retrospective," Journal of Retailing, Elsevier, vol. 85(2), pages 113-128.
  91. Jin-Kyu Kim & Jae-Jang Yang & Yong-Ki Lee, 2023. "How Do Self-Service Kiosks Improve COVID-19 Pandemic Resilience in the Restaurant Industry?," Sustainability, MDPI, vol. 15(13), pages 1-21, June.
  92. Carlota Lorenzo-Romero & María Cordente-Rodríguez & María-del-Carmen Alarcón-del-Amo, 2019. "Open Collaboration as Marketing Transformation Strategy in Online Markets: The Case of the Fashion Sector," Resources, MDPI, vol. 8(4), pages 1-25, October.
  93. Efua Obeng & John Prescott & John Hulland & Robert Gilbert & James Maxham, 2015. "Retail capability systems," Journal of the Knowledge Economy, Springer;Portland International Center for Management of Engineering and Technology (PICMET), vol. 5(3), pages 103-122, December.
  94. Kizito Ogedi Alakwe & Ngozi Okpara, 2017. "Influence of Retail Atmospherics as Nonverbal Communication on Purchase Behaviour in the Nigerian Retail Environment," Journal of Marketing and Consumer Behaviour in Emerging Markets, University of Warsaw, Faculty of Management, vol. 1(5), pages 45-62.
  95. Kelting, Katie & Berry, Christopher & van Horen, Femke, 2019. "The presence of copycat private labels in a product set increases consumers' choice ease when shopping with an abstract mindset," Journal of Business Research, Elsevier, vol. 99(C), pages 264-274.
  96. Swoboda, Bernhard & Weindel, Julia & Hälsig, Frank, 2016. "Predictors and effects of retail brand equity – A cross-sectoral analysis," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 265-276.
  97. Zhou, Jiaying & Dahana, Wirawan Dony & Ye, Qiongwei & Zhang, Qingyu & Ye, Mingqi & Li, Xi, 2023. "Hedonic service consumption and its dynamic effects on sales in the brick-and-mortar retail context," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
  98. Claro, Danny Pimentel & Laban Neto, Silvio Abrahão & de Oliveira Claro, Priscila Borin, 2013. "Sustainability drivers in food retail," Journal of Retailing and Consumer Services, Elsevier, vol. 20(3), pages 365-371.
  99. M. Del Gatto & C. Mastinu, 2017. "A Huff model with heterogeneous retailers fits well in Southern Italy," Working Paper CRENoS 201711, Centre for North South Economic Research, University of Cagliari and Sassari, Sardinia.
  100. Yuhanis binti Mohamed Noor, 2018. "F&B: Comparison Factor between Local and International Franchise towards Customer Preference," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 8(6), pages 1098-1109, June.
  101. Priyanka Singh & Maninder Singh, 2018. "Analysing and Prioritizing the Antecedents of Customer Shopping Experience Using Analytical Hierarchy Process (AHP) Modelling," IIM Kozhikode Society & Management Review, , vol. 7(1), pages 59-74, January.
  102. Yakhlef, Ali & Nordin, Fredrik, 2021. "Effects of firm presence in customer-owned touch points: A self-determination perspective," Journal of Business Research, Elsevier, vol. 130(C), pages 473-481.
  103. João M. Lopes & Ana Sousa & Eva Calçada & José Oliveira, 2022. "A citation and co-citation bibliometric analysis of omnichannel marketing research," Management Review Quarterly, Springer, vol. 72(4), pages 1017-1050, December.
  104. Hsiao, Yu-Hsiang & Chen, Li-Fei & Chang, Chao-Chin & Chiu, Fu-Hsuan, 2016. "Configurational path to customer satisfaction and stickiness for a restaurant chain using fuzzy set qualitative comparative analysis," Journal of Business Research, Elsevier, vol. 69(8), pages 2939-2949.
  105. Akrout Houcine & Kaswengi Joseph, 2019. "Choosing Organic and Healthy Food in Times of Economic Uncertainty: Evidence from Panel Data Analysis in France," Journal of Agricultural & Food Industrial Organization, De Gruyter, vol. 17(1), pages 1-13, May.
  106. Grewal, Dhruv & Janakiraman, Ramkumar & Kalyanam, Kirthi & Kannan, P.K. & Ratchford, Brian & Song, Reo & Tolerico, Stephen, 2010. "Strategic Online and Offline Retail Pricing: A Review and Research Agenda," Journal of Interactive Marketing, Elsevier, vol. 24(2), pages 138-154.
  107. Larissa Becker & Elina Jaakkola, 2020. "Customer experience: fundamental premises and implications for research," Journal of the Academy of Marketing Science, Springer, vol. 48(4), pages 630-648, July.
  108. Grewal, Dhruv & Roggeveen, Anne L. & Nordfält, Jens, 2016. "Roles of retailer tactics and customer-specific factors in shopper marketing: Substantive, methodological, and conceptual issues," Journal of Business Research, Elsevier, vol. 69(3), pages 1009-1013.
  109. Gupta, Ashish & Mishra, Vaibhav & Tandon, Anushree, 2020. "Assessment of Shopping Mall Customers’ Experience through Criteria of Attractiveness in Tier-II and Tier-III Cities of India: An Exploratory Study," American Business Review, Pompea College of Business, University of New Haven, vol. 23(1), pages 70-93, May.
  110. Pauwels, Koen & Leeflang, Peter S.H. & Teerling, Marije L. & Huizingh, K.R. Eelko, 2011. "Does Online Information Drive Offline Revenues?," Journal of Retailing, Elsevier, vol. 87(1), pages 1-17.
  111. Srivastava, Mala & Kaul, Dimple, 2014. "Social interaction, convenience and customer satisfaction: The mediating effect of customer experience," Journal of Retailing and Consumer Services, Elsevier, vol. 21(6), pages 1028-1037.
  112. Schmidt, Holger J. & Mason, Roger & Steenkamp, Pieter & Mugobo, Virimai, 2017. "Does brand orientation contribute to retailers’ success? An empirical study in the South African market," Journal of Retailing and Consumer Services, Elsevier, vol. 38(C), pages 210-222.
  113. Ma, Yu & Seetharaman, P.B. (Seethu) & Singh, Vishal, 2021. "A multi-category demand model incorporating inter-product proximity," Journal of Business Research, Elsevier, vol. 124(C), pages 152-162.
  114. Paulo Botelho Pires & José Duarte Santos & Pedro Quelhas de Brito & David Nunes Marques, 2022. "Connecting Digital Channels to Consumers’ Purchase Decision-Making Process in Online Stores," Sustainability, MDPI, vol. 14(21), pages 1-21, November.
  115. TANASE, George Cosmin, 2019. "The Influence of Digital Transformation on the Retailing Value Chain," Romanian Distribution Committee Magazine, Romanian Distribution Committee, vol. 10(3), pages 30-34, September.
  116. Ngo, Liem Viet & Northey, Gavin & Duffy, Sarah & Thao, Hoang Thi Phuong & Tam, Le Thi Hong, 2016. "Perceptions of others, mindfulness, and brand experience in retail service setting," Journal of Retailing and Consumer Services, Elsevier, vol. 33(C), pages 43-52.
  117. Nicod, Lionel & Llosa, Sylvie & Bowen, David, 2020. "Customer proactive training vs customer reactive training in retail store settings: Effects on script proficiency, customer satisfaction, and sales volume," Journal of Retailing and Consumer Services, Elsevier, vol. 55(C).
  118. Zhu, Zhen & Nakata, Cheryl & Sivakumar, K. & Grewal, Dhruv, 2013. "Fix It or Leave It? Customer Recovery from Self-service Technology Failures," Journal of Retailing, Elsevier, vol. 89(1), pages 15-29.
  119. Terblanche, Nic S. & Kidd, Martin, 2021. "Exploring an in-store customer journey for customers shopping for outdoor apparel," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
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  168. Kullak, Franziska S. & Baier, Daniel & Woratschek, Herbert, 2023. "How do customers meet their needs in in-store and online fashion shopping? A comparative study based on the jobs-to-be-done theory," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
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  170. Angela Eliza Micu & Olfa Bouzaabia & Rym Bouzaabia & Adrian Micu & Alexandru Capatina, 2019. "Online customer experience in e-retailing: implications for web entrepreneurship," International Entrepreneurship and Management Journal, Springer, vol. 15(2), pages 651-675, June.
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  174. Coelho, Filipe & Augusto, Mário & Lages, Luis Filipe, 2011. "Contextual Factors and the Creativity of Frontline Employees: The Mediating Effects of Role Stress and Intrinsic Motivation," Journal of Retailing, Elsevier, vol. 87(1), pages 31-45.
  175. Stephan Olk & Dieter K. Tscheulin & Jörg Lindenmeier, 2021. "Does it pay off to smile even it is not authentic? Customers’ involvement and the effectiveness of authentic emotional displays," Marketing Letters, Springer, vol. 32(2), pages 247-260, June.
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  181. Pentecost, Robin & Andrews, Lynda, 2013. "The importance of importance: Its impact on decision-making in mall retail categories during an economic downturn," Journal of Retailing and Consumer Services, Elsevier, vol. 20(5), pages 463-470.
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  183. Rudkowski, Janice & Heney, Chelsea & Yu, Hong & Sedlezky, Sean & Gunn, Frances, 2020. "Here Today, Gone Tomorrow? Mapping and modeling the pop-up retail customer journey," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
  184. Tsarenko, Yelena & Ferraro, Carla & Sands, Sean & McLeod, Colin, 2013. "Environmentally conscious consumption: The role of retailers and peers as external influences," Journal of Retailing and Consumer Services, Elsevier, vol. 20(3), pages 302-310.
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  186. Cambra-Fierro, Jesús & Gao, Lily (Xuehui) & Melero-Polo, Iguácel & Trifu, Andreea, 2021. "How do firms handle variability in customer experience? A dynamic approach to better understanding customer retention," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
  187. Reinartz, Werner & Wiegand, Nico & Imschloss, Monika, 2019. "The impact of digital transformation on the retailing value chain," International Journal of Research in Marketing, Elsevier, vol. 36(3), pages 350-366.
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  189. Mateja Kos Koklič, 2019. "Effect of Specialty Store Environment on Consumer’s Emotional States: The Moderating Role of Price Consciousness," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 31(1), pages 7-22.
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  192. Cachero-Martínez, Silvia & Vázquez-Casielles, Rodolfo, 2021. "Building consumer loyalty through e-shopping experiences: The mediating role of emotions," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
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  194. Yoshida, Masayuki, 2017. "Consumer experience quality: A review and extension of the sport management literature," Sport Management Review, Elsevier, vol. 20(5), pages 427-442.
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  197. Wang, Jeff Jianfeng & Zhao, Xin & Li, Julie Juan, 2013. "Group Buying: A Strategic Form of Consumer Collective," Journal of Retailing, Elsevier, vol. 89(3), pages 338-351.
  198. Benamar, Lamya & Balagué, Christine & Zhong, Zeling, 2020. "Internet of Things devices appropriation process: The Dynamic Interactions Value Appropriation (DIVA) framework," Technovation, Elsevier, vol. 89(C).
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  200. Arnold, Todd J. & Grewal, Dhruv & Motyka, Scott & Kim, Namwoon & Sharma, Arun & Srivastava, Rajendra, 2019. "Store Manager–Store Performance Relationship: A Research Note," Journal of Retailing, Elsevier, vol. 95(2), pages 144-155.
  201. Varshneya, Geetika & Das, Gopal, 2017. "Experiential value: Multi-item scale development and validation," Journal of Retailing and Consumer Services, Elsevier, vol. 34(C), pages 48-57.
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