Bridging the valuescape with digital technology : A mixed methods study on customers’ value creation process in the physical retail space

Autor: Pernille K. Andersson, Jessica Westman Trischler, Sture Nöjd, Erik Wästlund, Tobias Otterbring

Publikováno v: Nöjd, S, Trischler, J W, Otterbring, T, Andersson, P K & Wästlund, E 2020, ' Bridging the valuescape with digital technology : A mixed methods study on customers’ value creation process in the physical retail space ', Journal of Retailing and Consumer Services, vol. 56, 102161 . https://doi.org/10.1016/j.jretconser.2020.102161

This mixed methods study investigated how value is created in the physical retail space and how the customer experience is influenced by digital technology. A cross-sectional survey, with both qualitative and quantitative components, was distributed

Externí odkaz: https://explore.openaire.eu/search/publication?articleId=doi_dedup___::dae664e6c16f577be7343884c1428daa
http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-79230

The effect of gaze on consumers’ encounter evaluation

Autor: Erik Wästlund, Per Kristensson, Pernille K. Andersson

Publikováno v: International Journal of Retail & Distribution Management. 44:372-396

Purpose – The research concerns the effect of frontline employees’ averted or direct gaze on consumers’ evaluation of the encounter. The purpose of this paper is to demonstrate that in normal interactions, a direct or averted gaze affects peopl

Externí odkaz: https://explore.openaire.eu/search/publication?articleId=doi_________::035cdbffc4007626cd2632f05a765886
https://doi.org/10.1108/ijrdm-03-2015-0034