Marketing agility: The concept, antecedents, and a research agenda
Changes in the way customers shop, accompanied by an explosion of customer touchpoints
and fast-changing competitive and technological dynamics, have led to an increased …
and fast-changing competitive and technological dynamics, have led to an increased …
[HTML][HTML] Culture and the consumer journey
The consumer journey metaphor emphasizes the steps that individuals take in their path
toward relationships with brands or satisfying shopping experiences. However, in many non …
toward relationships with brands or satisfying shopping experiences. However, in many non …
How technology is changing retail
Retailing is undergoing a remarkable transformation brought by recent advances in
technology. In this paper, we provide a deep discussion of and look ahead on how …
technology. In this paper, we provide a deep discussion of and look ahead on how …
Transforming the customer experience through new technologies
New technologies such as Internet of Things (IoT), Augmented Reality (AR), Virtual Reality
(VR), Mixed Reality (MR), virtual assistants, chatbots, and robots, which are typically …
(VR), Mixed Reality (MR), virtual assistants, chatbots, and robots, which are typically …
Changes in consumption patterns during the COVID-19 pandemic: Analyzing the revenge spending motivations of different emotional groups
People tend to alleviate their negative emotions by shopping. Considering the change of
shopping behavior during COVID-19 outbreak, negative emotions are the key contributors to …
shopping behavior during COVID-19 outbreak, negative emotions are the key contributors to …
Traveling with companions: The social customer journey
When customers journey from a need to a purchase decision and beyond, they rarely do so
alone. This article introduces the social customer journey, which extends prior perspectives …
alone. This article introduces the social customer journey, which extends prior perspectives …
Seamless experience in the context of omnichannel shopping: scale development and empirical validation
YP Chang, J Li - Journal of Retailing and Consumer Services, 2022 - Elsevier
In recent years, delivering a superior seamless experience (SE) for customers has become
one of the most crucial aspects of omnichannel marketing for omnichannel retailers …
one of the most crucial aspects of omnichannel marketing for omnichannel retailers …
Challenging the" integration imperative": A customer perspective on omnichannel journeys
Omnichannel literature largely assumes that retailers should integrate touchpoints across
channels to promote seamless experiences. This paper challenges this assumption by …
channels to promote seamless experiences. This paper challenges this assumption by …
Digital environment in global markets: Cross-cultural implications for evolving customer journeys
Digital technologies and digital media are changing the environments in which firms interact
with customers. However, the evolution of digital organizational forms, customer technology …
with customers. However, the evolution of digital organizational forms, customer technology …
Eye-tracking-based classification of information search behavior using machine learning: evidence from experiments in physical shops and virtual reality shopping …
Classifying information search behavior helps tailor recommender systems to individual
customers' shopping motives. But how can we identify these motives without requiring users …
customers' shopping motives. But how can we identify these motives without requiring users …