An exploration of consumers’ experiences in physical stores: comparing consumers’ and retailers’ perspectives in past and present time

Forskningsoutput: TidskriftsbidragArtikel i vetenskaplig tidskriftPeer review

Sammanfattning

In this paper, we explore consumers’ in-store experiences and their components, from both a consumer and retailer perspective. This is a replication of a study we performed in 2006 and thus we also examine how the role of the physical store has changed over the last decade. We use the Critical Incident Technique (CIT) to improve our understanding of consumers’ in-store experiences. Moreover, we conduct in-depth interviews with Swedish retailers to achieve an understanding of how retailers use aspects of the store environment to enhance the consumer experience. Interestingly, our results suggest that consumers’ in-store experiences to a large extent are created by the same aspects today as ten years ago (e.g. personnel, layout, atmosphere). Furthermore, while retailers today emphasize the importance of fulfilling new and more advanced consumer demands, they often still accentuate the weight and use of traditional values (e.g. personnel and layout) ahead of advanced technology.

Originalspråkengelska
Sidor (från-till)241-259
Antal sidor19
TidskriftInternational Review of Retail, Distribution and Consumer Research
Volym27
Nummer3
DOI
StatusPublished - 2017 maj 27

Ämnesklassifikation (UKÄ)

  • Företagsekonomi

Fingeravtryck

Utforska forskningsämnen för ”An exploration of consumers’ experiences in physical stores: comparing consumers’ and retailers’ perspectives in past and present time”. Tillsammans bildar de ett unikt fingeravtryck.

Citera det här