Understanding Retail Experiences and Customer Journey Management

2020/03/01 by Dhruv Grewal, Anne L. Roggeveen · 298 citations
Business, Management and Accounting · #Business #Computer science #Consumer Behavior in Brand Consumption and Identification #Consumer Retail Behavior Studies #Customer Service Quality and Loyalty #Customer engagement #Customer relationship management #Marketing #Political science #Politics #Social media

paper · doi:10.1016/j.jretai.2020.02.002

published in Journal of Retailing 96(1), 3-8 (Elsevier BV)

openalex publication_date 2020/03/01 · openalex created_date 2025/10/10 · openalex updated_date 2026/08/01

Citations

• Customer Experience Management in Retailing: Understanding the Buying Process
• The Future of Retailing
• On the Experience and Engineering of Consumer Pride, Consumer Excitement, and Consumer Relaxation in the Marketplace

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