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Customer Experience Management in Retailing: Understanding the Buying Process

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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. Lionel Nicod & Sylvie Llosa & David Bowen, 2020. "Customer proactive training vs customer reactive training in retail store settings: Effects on script proficiency, customer satisfaction, and sales volume," Post-Print hal-02490363, HAL.
  9. Bellini, Silvia & Cardinali, Maria Grazia & Grandi, Benedetta, 2017. "A structural equation model of impulse buying behaviour in grocery retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 36(C), pages 164-171.
  10. Emna Cherif & Corinne Rochette & Elisabeth Martin Verdier, 2020. "Investigating the healthcare pathway through patients’ experience and profiles: implications for breast cancer healthcare providers," Post-Print hal-03091387, HAL.
  11. 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.
  12. 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.
  13. 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.
  14. 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).
  15. 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.
  16. Epstein, Leonardo D. & Inostroza-Quezada, Ignacio E. & Goodstein, Ronald C. & Choi, S. Chan, 2021. "Dynamic effects of store promotions on purchase conversion: Expanding technology applications with innovative analytics," Journal of Business Research, Elsevier, vol. 128(C), pages 279-289.
  17. 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.
  18. Dobscha, Susan & Foxman, Ellen, 2012. "Mythic Agency and Retail Conquest," Journal of Retailing, Elsevier, vol. 88(2), pages 291-307.
  19. Suwelack, Thomas & Hogreve, Jens & Hoyer, Wayne D., 2011. "Understanding Money-Back Guarantees: Cognitive, Affective, and Behavioral Outcomes," Journal of Retailing, Elsevier, vol. 87(4), pages 462-478.
  20. 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.
  21. Blom, Angelica & Lange, Fredrik & Hess, Ronald L., 2017. "Omnichannel-based promotions’ effects on purchase behavior and brand image," Journal of Retailing and Consumer Services, Elsevier, vol. 39(C), pages 286-295.
  22. Rajan, Bharath & Salunkhe, Uday & Kumar, V., 2023. "Understanding customer engagement in family firms: A conceptual framework," Journal of Business Research, Elsevier, vol. 154(C).
  23. 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.
  24. De Nisco, Alessandro & Warnaby, Gary, 2014. "Urban design and tenant variety influences on consumers' emotions and approach behavior," Journal of Business Research, Elsevier, vol. 67(2), pages 211-217.
  25. 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.
  26. 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.
  27. Vaida Kaduskeviciute & Sigitas Urbonavicius, 2019. "Webrooming: A Way of Dealing with Uncertainties in Purchasing," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 31(2), pages 139-152.
  28. 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.
  29. 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.
  30. Verhulst, Nanouk & Vermeir, Iris & Slabbinck, Hendrik & Larivière, Bart & Mauri, Maurizio & Russo, Vincenzo, 2020. "A neurophysiological exploration of the dynamic nature of emotions during the customer experience," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
  31. 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.
  32. 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.
  33. 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).
  34. van Osselaer, Stijn M.J. & Fuchs, Christoph & Schreier, Martin & Puntoni, Stefano, 2020. "The Power of Personal," Journal of Retailing, Elsevier, vol. 96(1), pages 88-100.
  35. 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.
  36. Wodon, Divya & Wodon, Naina & Wodon, Quentin, 2013. "What Drives Client Satisfaction at Non-profit Thrift Stores?," MPRA Paper 56942, University Library of Munich, Germany.
  37. Flacandji, Michaël & Krey, Nina, 2020. "Remembering shopping experiences: The Shopping Experience Memory Scale," Journal of Business Research, Elsevier, vol. 107(C), pages 279-289.
  38. Suri, Rajneesh & Cai, Jane Zhen & Monroe, Kent B. & Thakor, Mrugank V., 2012. "Retailers’ Merchandise Organization and Price Perceptions," Journal of Retailing, Elsevier, vol. 88(1), pages 168-179.
  39. 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.
  40. 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.
  41. Petruzzellis, Luca & Fronzetti Colladon, Andrea & Visentin, Marco & Chebat, Jean-Charles, 2021. "Tell me a story about yourself: The words of shopping experience and self-satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
  42. 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.
  43. 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.
  44. 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.
  45. 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.
  46. 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.
  47. 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.
  48. 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.
  49. 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.
  50. Grewal, Dhruv & Levy, Michael, 2009. "Emerging Issues in Retailing Research," Journal of Retailing, Elsevier, vol. 85(4), pages 522-526.
  51. Sandra Rothenberger, 2015. "Fairness through Transparency: The Influence of Price Transparency on Consumer Perceptions of Price Fairness," Working Papers CEB 15-008, ULB -- Universite Libre de Bruxelles.
  52. 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).
  53. 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.
  54. 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.
  55. 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.
  56. 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).
  57. Edward Shih-Tse Wang & Bi-Kun Tsai & Tzy-Ling Chen & Shu-Chun Chang, 2010. "The influence of emotions displayed and personal selling on customer behaviour intention," The Service Industries Journal, Taylor & Francis Journals, vol. 32(3), pages 353-366, October.
  58. 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.
  59. Farah, Maya F. & Ramadan, Zahy B. & Harb, Dana H., 2019. "The examination of virtual reality at the intersection of consumer experience, shopping journey and physical retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 48(C), pages 136-143.
  60. Dennis, Charles & Joško Brakus, J. & Gupta, Suraksha & Alamanos, Eleftherios, 2014. "The effect of digital signage on shoppers' behavior: The role of the evoked experience," Journal of Business Research, Elsevier, vol. 67(11), pages 2250-2257.
  61. 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.
  62. repec:dau:papers:123456789/5979 is not listed on IDEAS
  63. 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.
  64. Batat, Wided, 2021. "How augmented reality (AR) is transforming the restaurant sector: Investigating the impact of “Le Petit Chef” on customers’ dining experiences," Technological Forecasting and Social Change, Elsevier, vol. 172(C).
  65. Zha, Dongmei & Marvi, Reza & Foroudi, Pantea, 2023. "Synthesizing the customer experience concept: A multimodularity approach," Journal of Business Research, Elsevier, vol. 167(C).
  66. Parker, Jeffrey R. & Lehmann, Donald R., 2011. "When Shelf-Based Scarcity Impacts Consumer Preferences," Journal of Retailing, Elsevier, vol. 87(2), pages 142-155.
  67. Sandipan S. Sen & Aliosha Alexandrov & Subhash Jha & William C. McDowell & Emin Babakus, 2023. "Convenient = competitive? How Brick-And-Mortar Retailers can cope with Online Competition," Review of Managerial Science, Springer, vol. 17(5), pages 1615-1643, July.
  68. Alexander, Bethan & Blazquez Cano, Marta, 2020. "Store of the future: Towards a (re)invention and (re)imagination of physical store space in an omnichannel context," Journal of Retailing and Consumer Services, Elsevier, vol. 55(C).
  69. 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.
  70. 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.
  71. Silvia Bellini & Maria Grazia Cardinali & Benedetta Grandi, 2016. "Does Shopping Preparation influence Consumer Buying Decisions?," International Business Research, Canadian Center of Science and Education, vol. 9(10), pages 201-211, October.
  72. Harris, Patricia & Dall’Olmo Riley, Francesca & Hand, Chris, 2018. "Understanding multichannel shopper journey configuration: An application of goal theory," Journal of Retailing and Consumer Services, Elsevier, vol. 44(C), pages 108-117.
  73. Heng Tang & Xiaowan Lin, 2019. "Curbing shopping cart abandonment in C2C markets — an uncertainty reduction approach," Electronic Markets, Springer;IIM University of St. Gallen, vol. 29(3), pages 533-552, September.
  74. 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.
  75. 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.
  76. 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.
  77. Barari, Mojtaba & Ross, Mitchell & Surachartkumtonkun, Jiraporn, 2020. "Negative and positive customer shopping experience in an online context," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).
  78. Chen, Shu-Ching & Quester, Pascale G., 2015. "The relative contribution of love and trust towards customer loyalty," Australasian marketing journal, Elsevier, vol. 23(1), pages 13-18.
  79. Silvia Bellini & Simone Aiolfi, 2017. "The Impact of Mobile Device Use on Shopper Behaviour in Store: An Empirical Research on Grocery Retailing," International Business Research, Canadian Center of Science and Education, vol. 10(4), pages 58-68, April.
  80. repec:thr:techub:1008:y:2020:i:1:p:273-287 is not listed on IDEAS
  81. 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).
  82. Böhm, Eva & Eggert, Andreas & Garnefeld, Ina & Holzmüller, Hartmut H. & Schaefers, Tobias & Steinhoff, Lena & Woisetschläger, David M., 2022. "Exploring the Customer Journey of Voice Commerce: A Research Agenda," SMR - Journal of Service Management Research, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 6(4), pages 216-231.
  83. Ioannis Krasonikolakis & Adam Vrechopoulos & Sergios Dimitriadis & Nancy Pouloudi, 2021. "User perceptions of 3D online store designs: an experimental investigation," Information Systems and e-Business Management, Springer, vol. 19(4), pages 1321-1354, December.
  84. Lindström, Annika & Berg, Hanna & Nordfält, Jens & Roggeveen, Anne L. & Grewal, Dhruv, 2016. "Does the presence of a mannequin head change shopping behavior?," Journal of Business Research, Elsevier, vol. 69(2), pages 517-524.
  85. M. Joseph Sirgy & Dong-Jin Lee & Grace B. Yu, 2020. "Shopping-Life Balance: Towards a Unifying Framework," Applied Research in Quality of Life, Springer;International Society for Quality-of-Life Studies, vol. 15(1), pages 17-34, March.
  86. 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).
  87. 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.
  88. 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.
  89. Cheryl Nakata & Elif Izberk-Bilgin & Lisa Sharp & Jelena Spanjol & Anna Shaojie Cui & Stephanie Y. Crawford & Yazhen Xiao, 2019. "Chronic illness medication compliance: a liminal and contextual consumer journey," Journal of the Academy of Marketing Science, Springer, vol. 47(2), pages 192-215, March.
  90. 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.
  91. Mathwick, Charla & Wagner, Janet & Unni, Ramaprasad, 2010. "Computer-Mediated Customization Tendency (CMCT) and the Adaptive e-Service Experience," Journal of Retailing, Elsevier, vol. 86(1), pages 11-21.
  92. 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.
  93. 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.
  94. 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).
  95. Grewal, Dhruv & Roggeveen, Anne L. & Nordfält, Jens, 2017. "The Future of Retailing," Journal of Retailing, Elsevier, vol. 93(1), pages 1-6.
  96. 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.
  97. 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.
  98. 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).
  99. Collange, Véronique, 2015. "Consumer reaction to service rebranding," Journal of Retailing and Consumer Services, Elsevier, vol. 22(C), pages 178-186.
  100. 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.
  101. Poncin, Ingrid & Garnier, Marion & Ben Mimoun, Mohammed Slim & Leclercq, Thomas, 2017. "Smart technologies and shopping experience: Are gamification interfaces effective? The case of the Smartstore," Technological Forecasting and Social Change, Elsevier, vol. 124(C), pages 320-331.
  102. Pleyers, Gordy & Poncin, Ingrid, 2020. "Non-immersive virtual reality technologies in real estate: How customer experience drives attitudes toward properties and the service provider," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
  103. 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.
  104. Hoyer, Wayne D. & Kroschke, Mirja & Schmitt, Bernd & Kraume, Karsten & Shankar, Venkatesh, 2020. "Transforming the Customer Experience Through New Technologies," Journal of Interactive Marketing, Elsevier, vol. 51(C), pages 57-71.
  105. 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.
  106. Joanna Henryks & Julie Brimblecombe, 2016. "Mapping Point-of-Purchase Influencers of Food Choice in Australian Remote Indigenous Communities," SAGE Open, , vol. 6(1), pages 21582440166, February.
  107. Divya Wodon & Naina Wodon, 2013. "What Drives Individual Sales at Nonprofit Thrift Stores?," Economics Bulletin, AccessEcon, vol. 33(4), pages 2791-2800.
  108. Tiutiu Miriam & Dabija Dan-Cristian, 2023. "Improving Customer Experience Using Artificial Intelligence in Online Retail," Proceedings of the International Conference on Business Excellence, Sciendo, vol. 17(1), pages 1139-1147, July.
  109. Garnier, Marion & Poncin, Ingrid, 2019. "Do enriched digital catalogues offer compelling experiences, beyond websites? A comparative analysis through the IKEA case," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 361-369.
  110. 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.
  111. 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.
  112. 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.
  113. Dahm, Martin & Wentzel, Daniel & Herzog, Walter & Wiecek, Annika, 2018. "Breathing Down Your Neck!," Journal of Retailing, Elsevier, vol. 94(2), pages 217-230.
  114. 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.
  115. 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.
  116. 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.
  117. 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.
  118. Alavi, Sascha & Wieseke, Jan & Guba, Jan H., 2016. "Saving on Discounts through Accurate Sensing – Salespeople's Estimations of Customer Price Importance and Their Effects on Negotiation Success," Journal of Retailing, Elsevier, vol. 92(1), pages 40-55.
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