Customer journey has become an increasingly important concept to understand complex
customer behaviours and get insights into their experiences. While the term has been used …

The consumer decision journey model has become increasingly important to understand
consumer decision-making processes. Although the term originally emerged with Court et al …

This study seeks to unravel the factors that have triggered changes in individuals'
engagement with online consumption during the COVID-19 crisis and investigate the …

In recent times, the increasing accessibility of mobile technology has led to changes in
consumers' purchasing behavior. Despite the gloom and doom hearsay about how …

In light of the complex customer behaviour and customer journeys in omnichannel retailing,
this study aims to investigate customer co-creation behaviour, customer response and …

The aim of this study to investigate factors affecting luxury consumers' webrooming intention
using a moderated mediation framework. The study also investigates the mediating effects of …

Theoretical literature on customer experience (CX) agrees that the effects of customer
experience on customer behavior depend on different combinations of its dimensions. In …

Digitization has significantly impacted the purchasing behavior of luxury consumers. Now,
luxury brands are trying to maximize consumers' experiential value through …

In an omnichannel era, businesses and marketers need insights into the dynamics of
customer shopping behaviors, particularly the interplay between omnichannel …

This study addresses how behavioral changes following a new channel's adoption persist
over time, and how their patterns vary among customers. We verify the roles of individual …