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Bridging the valuescape with digital technology: A mixed methods study on customers’ value creation process in the physical retail space
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).ORCID iD: 0000-0003-2551-8669
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Department of Social and Psychological Studies (from 2013).ORCID iD: 0000-0002-4120-8823
Aarhus University, DNK.ORCID iD: 0000-0002-0283-8777
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).ORCID iD: 0000-0002-7480-9318
Show others and affiliations
2020 (English)In: Journal of Retailing and Consumer Services, ISSN 0969-6989, E-ISSN 1873-1384, Vol. 56, article id 102161Article in journal (Refereed) Published
Abstract [en]

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 across a heterogeneous sample of 832 customers. The results revealed an overarching model comprised of three interrelated clusters: customer, service provider, and digital technology. We propose that this model can be understood as a valuescape, where customers' specific goals, needs, and desires drive them to interact and co-create value with service providers in the physical retail space, with digital technology either enhancing or disrupting this value co-creation process. The results also show that the importance of aligning digital solutions with customers’ drives increases at the same pace as reliance on technology. The findings offer guidelines on how to utilize digitalization to leverage customer experiences and thus strengthen the attractiveness of physical retail spaces.

Place, publisher, year, edition, pages
Elsevier, 2020. Vol. 56, article id 102161
Keywords [en]
Customer experience, Digitalization, Mixed methods, Physical retail space, Satisfaction, Value creation, Valuescape, digitization, guideline, marketing, research method, retailing, service quality
National Category
Psychology
Research subject
Psychology; Psychology
Identifiers
URN: urn:nbn:se:kau:diva-79230DOI: 10.1016/j.jretconser.2020.102161ISI: 000550289400023Scopus ID: 2-s2.0-85085286205OAI: oai:DiVA.org:kau-79230DiVA, id: diva2:1456552
Available from: 2020-08-05 Created: 2020-08-05 Last updated: 2026-05-12Bibliographically approved
In thesis
1. Understanding value in service as a psychological process: a consumer perspective
Open this publication in new window or tab >>Understanding value in service as a psychological process: a consumer perspective
2026 (English)Licentiate thesis, comprehensive summary (Other academic)
Abstract [en]

This licentiate thesis explores value in service as a psychological process from a consumer perspective. It investigates how individuals attribute value, how this relates to behavior and habit formation, and how experiences of value may be shaped in service contexts, with or without digital technology. The thesis is based on two papers. The first examines value creation in physical retail spaces and identifies a valuescape where goal fulfillment, relationships, and experiences drive consumer behavior. It also shows that digital technology may strengthen or disrupt experiences of value. The second paper focuses on everyday habits and value creation during the COVID-19 pandemic. It introduces the concept of value domains, describing how habits are clustered and maintained according to the value they generate. Together, the findings contribute to a value attribution hypothesis: individuals attribute value to objects, services, and phenomena, form expectations about future positive experiences, and engage in behaviors that may recreate these experiences when capability and opportunity are present. The thesis offers a psychological account of how value, behavior, and habits are connected in service contexts.

Place, publisher, year, edition, pages
Karlstads universitet, 2026. p. 39
Series
Karlstad University Studies, ISSN 1403-8099 ; 2026:37
National Category
Psychology
Research subject
Psychology
Identifiers
urn:nbn:se:kau:diva-110048 (URN)10.59217/whwb7725 (DOI)978-91-7867-729-0 (ISBN)978-91-7867-730-6 (ISBN)
Presentation
2026-08-21, 11D103C, Karlstad, 10:00 (Swedish)
Opponent
Supervisors
Available from: 2026-06-03 Created: 2026-05-12 Last updated: 2026-06-12Bibliographically approved

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Nöjd, StureWestman Trischler, JessicaOtterbring, TobiasAndersson K, PernilleWästlund, Erik

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