.... Then the literature review positions this work in relation to the service design literature and models the design challenge by reviewing previous research on AR in the retail context, including the link between AR and customer experiences. Subsequently, the design thinking method is introduced, and an explanation...

... closure of physical stores for “non-essential” retailing. Covid-19 thus has a profound impact on how people live. The period of relative isolation, social distancing and economic uncertainty changes the way we behave. New consumer behaviors span all areas of life, from how we work to how we shop to how we...

...Johannes C. Bauer; Marc Linzmajer; Liane Nagengast; Thomas Rudolph; Elena D'Cruz Purpose Many marketplace examples suggest that using gamification in the online retail shopping context boosts sales and positively affects customer loyalty. Nevertheless, more research is needed to understand...

... such a relationship in retail services. The purpose of this paper is to extend the current understanding of CE through examination of its role in the development of customer-brand relationship quality. Design/methodology/approach – To test the hypotheses contained in the proposed conceptual model, the authors...

...Olfa Bouzaabia; Allard C.R. van Riel; Janjaap Semeijn Purpose Traditional retailers still insist on using price, product, and promotion as sources of competitive advantage. This emphasis typically ignores the potential of in‐store logistics operations in the creation of customer value. A major...

...Allard C.R. van Riel; Janjaap Semeijn; Dina Ribbink; Yvette Bomert‐Peters Purpose In retail settings, customer satisfaction is generally associated with a global evaluation of the store, i.e. the store image. Waiting for service is not part of the store image dimensions, but it does play...

.... The purpose of this paper is to explore the impact of VC on affective commitment to service brands and examine the moderating effects of selected psychological, situational, and demographic characteristics in two services contexts. Design/methodology/approach Four retail clothing brands and four major...

... behaviours (IRB) were examined. Design/methodology/approach Survey data measuring IMO, market orientation and a range of constructs relevant to the nomological network in which they are embedded were collected from the UK retail managers. These were tested to establish their psychometric properties...

... and telephone banking as the principal automated delivery channels for retail banking (Joseph and Stone, 2003). Accordingly, each delivery channel has been considered as a factor in the proposed automated service quality model. In order to lower costs and increase their market share in an era of high...

...E. Grifell‐Tatjé; P. Marques‐Gou Purpose The purpose of this paper is to propose a new approach for gauging the performance of the operating units of a retail banking organisation, responding to the special demands of an internal evaluation. Design/methodology/approach The paper defines...

... exchange experience is reflected in the intrinsic enjoyment associated with actively engaging in shopping for pleasure or an escape of everyday, mundane consumption behavior. A recent study by Harris et al. (2001) associated consumer participation in retail services with audience participation...

...Levent Altinay; Angela Roper; Anne Marie Doherty Purpose The purpose of this paper is to examine the factors that motivate international retail companies to choose franchising as a method for entering international markets. Design/methodology/approach Employs a qualitative methodology...

...Ricardo Sellers‐Rubio; Francisco Mas‐Ruiz Purpose This paper seeks to estimate total productivity change in retailing firms and to decompose it into efficiency change and technical change (TC) (i.e. the consequence of innovation and adoption of new technologies). Design/methodology/approach...

...Corine Noordhoff; Pieter Pauwels; Gaby Odekerken‐Schröder In the service industry, loyalty cards represent an established phenomenon (e.g. hotel and airline industry). Developing this knowledge, the present study focuses on the role of loyalty‐card programs in establishing loyalty towards a retail...

...Pratibha A. Dabholkar; L. Michelle Bobbitt; Eun‐Ju Lee Self‐scanning technology is being tested by major supermarket chains as well as other types of retailers across the world, but the success of the new technology from the consumer’s perspective is not yet clear. This study investigates consumer...

...Joyce M. Hoffman; Satish Mehra Quickly responding to customer needs has become a major priority for retail businesses such as grocery operations. Customer satisfaction is an absolute for staying competitive in these retail operations. This paper discusses efficient consumer response (ECR...

...Rhian Silvestro; Stuart Cross This paper reports the result of an exploratory study of the application of Heskett, Sasser and Schlesinger’s service profit chain to a single organisation, one of the UKs leading grocery retailers. The results showed correlations between profit, customer loyalty...

...Hong Liu; Gary Davies Despite substantial research on market orientation in manufactured goods companies, few studies have examined the adoption of market orientation by retailers. Develops a framework for market orientation and examines the pattern of market orientation in UK multiple retail...

... these constructs. © MCB UP Limited 1996 Customer satisfaction Customer service Relationship marketing Retailing Service quality From both the customer’s and the service provider’s perspective, the evaluation of a specific service transaction ‐ the “moment of truth” (Zeithaml and Bitner, 1996...

... an in‐depth case study in the retail sector, specifically examining the company’s approach to the recruitment and retention of older employees. Develops models to demonstrate the linkages between service with the social characteristics of this group of workers and consequent employment implications. Finds...