scholarly journals Integration of Sensors to Improve Customer Experience: Implementing Device Integration for the Retail Sector

2015 ◽  
Author(s):  
Mark Anderson ◽  
Joseph Bolton
Keyword(s):  
Customer Experience ◽  
Retail Sector ◽  
Device Integration

Exploring the influence of store attributes on customer experience and customer engagement

2017 ◽  
Vol 45 (11) ◽  
pp. 1138-1158 ◽  
Author(s):  
Suhaily Mohd-Ramly ◽  
Nor Asiah Omar
Keyword(s):  
Structural Equation ◽  
Department Store ◽  
Customer Experience ◽  
Customer Engagement ◽  
Equation Modeling ◽  
Original Research ◽  
Retail Sector ◽  
Term Survival ◽  
Content Type ◽  
Store Attributes

Purpose The global retail landscape has changed drastically. The rising role of Asia as one of the fastest growing international retail penetration and expansion will continue to make the region to be the driving force in world economic growth. However, the ambitious expansion plans are making the retail sector to be more challenging. Emphasizing on the customer experience and enhancing the value proposition to customers are undeniably vital factors for the long-term survival of any retail business. Therefore, the purpose of this paper is to examine the influence of store attributes on customer experience and customer engagement in the context of department store in Malaysia. Subsequently, the influence of customer experience on customer engagement is also analyzed. Design/methodology/approach Using drop and collect survey, 484 valid responses of department store cardholders of age 18 years and above in the area Klang Valley, Malaysia, were collected. PLS structural equation modeling was used to test the hypotheses of this study. Findings Results revealed that customer experience is influenced by merchandise, store atmosphere, and loyalty program, while customer engagement is influenced by merchandise, communication, interpersonal communication, and loyalty. In contrast, post-transaction services were found to have non-significant impact on both customer experience and customer engagement. Analysis also revealed a strong relationship between customer experience and customer engagement. Research limitations/implications This study is carried out on customers of department store in Malaysia. However, the researchers urge other researchers to replicate the study from different countries and category of department stores. Originality/value Retail researchers recognize little knowledge on the contribution of store attributes to customer experience and customer engagement. This paper represents original research that encourages foreign retailers to employ service-dominant logic as a new marketing thought in designing strong customer engagement and experience strategies to capture the Malaysia market.

Intelligent Customer Experience in a Connected Commerce Environment

2021 ◽  
pp. 254-271
Author(s):  
Afnen Gam ◽  
Nedra Bahri Ammari
Keyword(s):  
Brand Loyalty ◽  
Customer Experience ◽  
Retail Sector ◽  
Brand Attachment ◽  
Behavioral Loyalty ◽  
Face To Face ◽  
Price Increases ◽  
Positive Word Of Mouth ◽  
Intention To Continue ◽  
The Relationship

The objective of this research is to examine the relationship between the smart customer experience and behavioral brand loyalty through relationship variables (satisfaction, trust, and brand attachment) in the retail sector. Behavioral brand loyalty was examined through positive word of mouth (proselytism), the client's intention to continue the relationship with the brand, and resistance to price increases in the context of connected commerce. A questionnaire was administered face-to-face to 302 French consumers who used smart technology during their shopping experiences. The results obtained suggest that brand attachment explains behavioral loyalty to the brand. Also, the satisfaction and trust that result from a smart customer experience have a positive effect on the customer's attachment to the brand. Finally, only the relationship that stipulates the existence of a significant link between satisfaction and proselytism has not been verified.

scholarly journals Perception of Customers towards Employees in Organised Retail Sector

2019 ◽  
Vol 8 (11) ◽  
pp. 2831-2835
Keyword(s):  
Market Share ◽  
Customer Experience ◽  
Vital Role ◽  
Retail Sector ◽  
Consumer Market ◽  
Fast Growing ◽  
Market State ◽  
Retail Chains ◽  
Strong Path ◽  
Structured Questionnaire

In India, retail sector has transformed as one of the most fast growing and very vibrant industry. In global retail industry ranking, India holds fifth position, Organised retail sector in the country has got 9% of market share in overall retail sector. Kerala being a biggest consumer market state in the country , future for the expansion of organized retail has a strong path way to expand further. The main objective of this study is to examine the importance of employee approach in the organised retail sector and to examine the perception of customers in organised retail sector towards the approach of store employees at the time of shopping. The study has been carried out in major retail chains in Kerala, which has got national presence. Stores such as Big Bazaar,Aditya Birla More, RPG Spencers, Reliance Fresh and Nilgiris were selected to perform the study. This study was conducted among 326 customers who visited the mentioned stores . The response were captured by administrating a structured questionnaire. The findings of the study shows that employee approach is significantly important to enhance customer experience in organsied retail sector. The study examines that helpful and courteous approach of employees plays a vital role to enhance customer experience in organized retail sector

scholarly journals Impact of Socio-Economic Variables of Customers on the Antecedents of Customer Experience Management in Retail Sector: An Evaluative Study

2019 ◽  
Vol 8 (2) ◽  
pp. 64-68
Author(s):  
T. V. S. S. Swathi ◽  
V. Narasimha Rao
Keyword(s):  
Consumer Behavior ◽  
Customer Experience ◽  
Retail Trade ◽  
Economic Factors ◽  
Retail Sector ◽  
Evaluative Study ◽  
Customer Experience Management ◽  
Consumption Practices ◽  
Socio Economic Variables ◽  
Socio Economic Factors

In India there has been a tremendous change witnessed on the consumer behavior since the liberalization of Indian economy from the year 1990s. In a developing economy like India, the biggest challenge a retailer faces would be to tackle the ever-changing consumption practices. India is the world’s fifth largest global destination in the retail space. The consumers in different socio-economic classes will generally have different priorities which will affect how they spend their money. It is essential on the part of retailers to understand socio-economic and demographic factors of consumers, affecting the antecedents of customer experience management in retail trade. This paper is an empirical analysis to know the socio-economic factors impact on consumer behavior in retail sector.

scholarly journals Customer experience analysis of cosmetics retail store on millennial women

2021 ◽  
Vol 13 (2) ◽  
pp. 29-45
Author(s):  
Yansen Theopilus ◽  
Thedy Yogasara ◽  
Clara Theresia ◽  
Dessy Ardine
Keyword(s):  
System Design ◽  
Exploratory Study ◽  
Customer Experience ◽  
Retail Store ◽  
Point Of View ◽  
Retail Industry ◽  
Retail Stores ◽  
Retail Sector ◽  
Exploratory Research ◽  
Customer Segment

Abstract Nowadays, customer experience is one of the most powerful forces to increase customer satisfaction, customer loyalty, service quality, and company profit, especially for the cosmetics retail industry that is strongly influenced by the hedonic aspects. Therefore, this exploratory study aims to analyse plausible combinations of factors to reveal commonalities of online and offline customer experience with retail stores to support retailers in the alignment of the store system design with the promising profile of millennial women. The study uses a combination of several methods to conduct a comprehensive analysis, namely Eye Tracking (ET), Customer Journey Analysis (CJA), Retrospective Think Aloud (RTA), and In-Depth Interview (IDI). The analytical methods deliver qualitative and quantitative data to explore both positive and negative experiences from the customer point of view. The study reveals many possible factors that can bring positive or negative customer experience from a cosmetics retail store. Based on the findings, the design recommendations for offline and online cosmetics retail stores (physical, interface, and service systems) were made to help cosmetics retailers produce a positive customer experience. This paper provides two research contributions to the field of service experience. First, the study uses an original combination of four methods that have never been used to explore the experience comprehensively. The combination can increase the depth of this exploratory study in understanding the complexity of all customer experience dimensions. Therefore, this study brings a fresh perspective on the development of the method that can be used by many researchers in a similar area. Second, this study fills the existing gap in that area of exploratory research on customer experience in the cosmetics retail sector. This study could help many cosmetics offline or online retailers to improve their store system to bring a positive customer experience to millennial women as their biggest customer segment. This study could also inform the system design for new “players” in the cosmetics retail industry with valuable guidelines for a positive shopping experience at their store.

Omnichannel Customer Experience Measure

2020 ◽  
Author(s):  
Si Shi ◽  
Yi Wang ◽  
Xuanzhu Chen ◽  
Qian Zhang
Keyword(s):  
Customer Experience ◽  
Experience Measure
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