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

Bäckström, Kristina LU and Johansson, Ulf LU (2017) In International Review of Retail, Distribution and Consumer Research 27(3). p.241-259
Abstract

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,... (More)

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.

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Please use this url to cite or link to this publication:
author
organization
publishing date
type
Contribution to journal
publication status
published
subject
keywords
consumer behavior, Customer experience, retailing, store environment, the physical store
in
International Review of Retail, Distribution and Consumer Research
volume
27
issue
3
pages
19 pages
publisher
Routledge
external identifiers
  • scopus:85019151058
  • wos:000411052500003
ISSN
0959-3969
DOI
10.1080/09593969.2017.1314865
language
English
LU publication?
yes
id
191eedf6-c718-4146-9452-c6f8ed983553
date added to LUP
2017-05-29 14:20:48
date last changed
2018-01-16 13:19:53
@article{191eedf6-c718-4146-9452-c6f8ed983553,
  abstract     = {<p>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.</p>},
  author       = {Bäckström, Kristina and Johansson, Ulf},
  issn         = {0959-3969},
  keyword      = {consumer behavior,Customer experience,retailing,store environment,the physical store},
  language     = {eng},
  month        = {05},
  number       = {3},
  pages        = {241--259},
  publisher    = {Routledge},
  series       = {International Review of Retail, Distribution and Consumer Research},
  title        = {An exploration of consumers’ experiences in physical stores : comparing consumers’ and retailers’ perspectives in past and present time},
  url          = {http://dx.doi.org/10.1080/09593969.2017.1314865},
  volume       = {27},
  year         = {2017},
}