Customer Experience Management in Retailing: Understanding the Buying Process

2009/01/10 by Nancy M. Puccinelli, Ronald C. Goodstein, Dhruv Grewal +4 · 11 citations
Business, Management and Accounting · #Consumer Retail Behavior Studies #Consumer Behavior in Brand Consumption and Identification #Customer Service Quality and Loyalty

paper · doi:10.1016/j.jretai.2008.11.003

Citations

• Effects of online communication practices on consumer perceptions of performance uncertainty for search and experience goods
• Hedonic shopping motivations

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• Customer Experience Management in Retailing: An Organizing Framework
• Leveraging In-Store Technology and AI: Increasing Customer and Employee Efficiency and Enhancing their Experiences
• Understanding Customer Experience Throughout the Customer Journey
• Effective customer journey design: consumers’ conception, measurement, and consequences
• Retail spaces and consumer labour in a digital first economy: A comparative study of atmospherics and shopper behaviour in Lush, Disney and Primark
• Transforming the Customer Experience through New Technologies
• Virtually mine: Understanding consumer responses to virtual reality product presentations
• Winning your customers’ minds and hearts: Disentangling the effects of lock-in and affective customer experience on retention