Customer Experience Management in Retailing: Understanding the Buying Process

By Nancy M. Puccinelli, R. C. Goodstein, Dhruv Grewal, Robert Price, Priya Raghubir, David W. Stewart. 2009

991 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/9a1a5d83b3f4c8fcbb9831b0f8188a37f0a28bef

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Citations in the corpus

The effect of digital signage on shoppers' behavior: The role of the evoked experience (2014, background): “Brand and consumer experience has become an important area of study over the last few years (Brakus et al., 2009; Puccinelli et al., 2009; Verhoef et al., 2009).”
The Influence of Hedonic Motives and Browsing On Impulse Buying (2012, background): “Consumers who experience boredom have the intention to buy when the shopping experience is good (Puccinelli et al., 2009).”
Store Atmospherics: A Multisensory Perspective (2014, background): “As competition in retail has intensiﬁed, managers have had to move beyond a product focus to a focus on the customer experience (Puccinelli et al., 2009).”
The Effect of Collectivism on the Importance of Relationship Quality and Service Quality for Behavioral Intentions: A Cross-National and Cross-Contextual Analysis (2010, background): “The retailing literature also suggests that goals can have an important influence during the decision-making process (Pucinelli et al. 2009).”
The Role of Customer Orientation as a Moderator of the Job Demand–Burnout–Performance Relationship: A Surface-Level Trait Perspective (2009, background): “Third, while CO is an enduring disposition, it may be possible o train frontline employees to ‘learn’ customer-oriented behavors since consistent display of such behaviors are critical for he reputation of the firm (Puccinelli et al. 2009). Research has hown that it is possible to improve some perso”
The impact of "e-atmospherics" on physical stores (2014, background): “These results are particularly interesting because, as advised by Rayburn and Voss (2013), we measured the retail atmosphere holistically.”