Customer experience management in retailing: understanding the buying process

Nancy M. Puccinelli; Ronald C. Goodstein; Dhruv Grewal; Robert Price; Priya Raghubir; David Stewart

doi:10.1016/j.jretai.2008.11.003

Customer experience management in retailing: understanding the buying process

Nancy M. Puccinelli, Ronald C. Goodstein, Dhruv Grewal, Robert Price, Priya Raghubir, David Stewart

Management

Research output: Contribution to journal › Article › peer-review

698 Citations (SciVal)

Abstract

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.

Original language	English
Pages (from-to)	15-30
Number of pages	16
Journal	Journal of Retailing
Volume	85
Issue number	1
DOIs	https://doi.org/10.1016/j.jretai.2008.11.003
Publication status	Published - 1 Mar 2009

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

SDG 12 Responsible Consumption and Production

Keywords

Affect and mood
Attitudes
Attribution theory
Consumer behavior
Decision process
Goals
Information search
Involvement
Postpurchase
Retail environment

Access to Document

10.1016/j.jretai.2008.11.003

http://dx.doi.org/10.1016/j.jretai.2008.11.003

Cite this

@article{91ff24fd41064a599fa2c23415229b77,

title = "Customer experience management in retailing: understanding the buying process",

abstract = "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.",

keywords = "Affect and mood, Attitudes, Attribution theory, Consumer behavior, Decision process, Goals, Information search, Involvement, Postpurchase, Retail environment",

author = "Puccinelli, \{Nancy M.\} and Goodstein, \{Ronald C.\} and Dhruv Grewal and Robert Price and Priya Raghubir and David Stewart",

year = "2009",

month = mar,

day = "1",

doi = "10.1016/j.jretai.2008.11.003",

language = "English",

volume = "85",

pages = "15--30",

journal = "Journal of Retailing",

issn = "0022-4359",

publisher = "Elsevier B.V.",

number = "1",

}

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 - https://www.scopus.com/pages/publications/61849167108

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 -

Customer experience management in retailing: understanding the buying process

Abstract

UN SDGs

Keywords

Access to Document

Other files and links

Fingerprint

Cite this