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 …

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

Purpose The wider possibility of connectivity offers additional opportunities for customers to
experience value propositions. The online world is only one side of the customer …

In e-commerce, customer feedback has become an essential source of insight into a product
or service's user experience (UX). The study of UX helps to integrate customers' potential …

This article gives an overview of recent developments in the retailing and consumer services
taking into account that those services are at a tipping point in this era of globalization …

Traditional retail practices are under stress as retailers ponder various ways of setting up a
sustainable omnichannel business model. A significant challenge in their endeavor relates …

What does the future hold for retailers? Certainly, many eras previous to the big-data and
pandemic eras have come and gone and that same question could raise anxiety among …

Purpose This study aims to investigate customers' personal innovativeness (PI) as an
influencing factor of omni-channel customer experience throughout pre-purchase, purchase …

Pop-up store design has become critical in achieving marketing-motivated and sales-
motivated goals. Nevertheless, a lack of holistic and systematic research on pop-up store …