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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
Keywords
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:nbn:se:kau:diva-79230 (URN)10.1016/j.jretconser.2020.102161 (DOI)000550289400023 ()2-s2.0-85085286205 (Scopus ID)
2020-08-052020-08-052026-05-12Bibliographically approved