Search results for "Shopping experience"
showing 4 items of 4 documents
From the memory of the experience to the relationship with the retailer : a theoretical and methodological exploration in the field of retail
2015
Our research proposes an enrichment of the experiential paradigm by focusing on the consequences of experience. We support the view that an approach by the memory of the experience can partly compensate for the limitations of satisfaction in understanding the retailer-customer relationship. Our literature review leads us to a better understanding of the relationship between experience, memory of the experience and remembered experience. The completion of two longitudinal studies helps to: [1]. conceptualize dimensions of the memory of the shopping experience; [2]. understand the evolution of memory over time; [2]. study its effects on satisfaction, retailer attitude, retailer commitment, an…
Brand stores' functions : an approach through brand experience
2022
In-store brand experience leverages brand equity and customer equity which are clear value sources for brands (literature review and exploratory studies). The experience quality is linked to its capacity to meet these goals. Compared to generalist distributors and multi-brand experiences, brand stores are dedicated and focused. They are key places since service and experience items are crafted by the brand itself. The brand is therefore able to grant a genuine, i.e., authentic brand experience (brand content recognition and brand authentication through in-store experience). It is less the case in its distributors’ stores, where brand experience competes with its competitors’ and its distrib…
Liminality and rites of passage in Guerlain’s perfumeries
2018
This research studies the process of creating the shopping experience in Guerlain’s luxury perfumeries in Paris. Our analysis focuses on the intermediate spaces accompanying the crossing of commercial boundaries, and on their appropriation by visitors, resulting in rites of passage. We analyze the shopping experience in Guerlain’s luxury perfumeries in Paris which presents many designs of stores, located in various environments. Our results show that in this context the creation of the shopping experience is a coproduction resulting from the interaction between the types of intermediate spaces delimiting the store, the ritualization of experience and the appropriation process of consumers.
Negative eWOM and perceived credibility : a potent mix in consumer relationships
2022
PurposeBased on the foundations of the schema theory, the elaboration likelihood model (ELM) and customer experience literature, this research examines how the interplay between a consumer's previous shopping experience(s) and perceived credibility of negative online word-of-mouth (PCNWOM) leads to improved consumer–firm relationship quality (RQ).Design/methodology/approachThe authors utilised series of scenario-based experiments (N = 918) to test the research hypotheses.FindingsThe authors show that a focal customer's previous shopping experiences attenuate the perceived credibility of negative word-of-mouth on social media by other customers, which in turn weakens consumer–firm RQ. The au…