TY - JOUR
T1 - Customer experience management in retailing
T2 - understanding the buying process
AU - Puccinelli, Nancy M.
AU - Goodstein, Ronald C.
AU - Grewal, Dhruv
AU - Price, Robert
AU - Raghubir, Priya
AU - Stewart, David
PY - 2009/3/1
Y1 - 2009/3/1
N2 - Retailers recognize that greater understanding of customers can enhance customer satisfaction and retail performance. This article seeks to enrich this understanding by providing an overview of existing consumer behavior literature and suggesting that specific elements of consumer behavior-goals, schema, information processing, memory, involvement, attitudes, affective processing, atmospherics, and consumer attributions and choices-play important roles during various stages of the consumer decision process. The authors suggest ways in which retailers can leverage this understanding of consumer behavior. Each of these conceptual areas also offers avenues for further research.
AB - Retailers recognize that greater understanding of customers can enhance customer satisfaction and retail performance. This article seeks to enrich this understanding by providing an overview of existing consumer behavior literature and suggesting that specific elements of consumer behavior-goals, schema, information processing, memory, involvement, attitudes, affective processing, atmospherics, and consumer attributions and choices-play important roles during various stages of the consumer decision process. The authors suggest ways in which retailers can leverage this understanding of consumer behavior. Each of these conceptual areas also offers avenues for further research.
KW - Affect and mood
KW - Attitudes
KW - Attribution theory
KW - Consumer behavior
KW - Decision process
KW - Goals
KW - Information search
KW - Involvement
KW - Postpurchase
KW - Retail environment
UR - http://www.scopus.com/inward/record.url?scp=61849167108&partnerID=8YFLogxK
UR - http://dx.doi.org/10.1016/j.jretai.2008.11.003
U2 - 10.1016/j.jretai.2008.11.003
DO - 10.1016/j.jretai.2008.11.003
M3 - Article
AN - SCOPUS:61849167108
SN - 0022-4359
VL - 85
SP - 15
EP - 30
JO - Journal of Retailing
JF - Journal of Retailing
IS - 1
ER -