Holistic customer experience: interplay between retail experience quality, customer in-shop emotion valence and in-shop involvement valence DOI
Muhammad Farrukh Abid, Amjad Shamim, Park Thaichon

и другие.

Marketing Intelligence & Planning, Год журнала: 2024, Номер unknown

Опубликована: Дек. 31, 2024

Purpose This study examines the roles of retail experience quality dimensions, customers’ in-shop emotion valence and involvement in shaping holistic customer experience. Design/methodology/approach We conducted a total 25 interviews with customers who have used services at non-fuel stores Malaysia, commonly known as tuckshops, which are located adjacent to fuel stations. The data were analyzed using thematic analysis, led identification key themes categories that informed development our conceptual framework. Findings identifies three dimensions quality: physical surroundings quality, interaction service innovation quality. These previously unexamined, shown influence evaluations based on their interactions environment, employees digital applications. Additionally, finds these impact emotions valence, suggesting even negative experiences, high overall positive perceptions can still occur. Research limitations/implications contributes literature several ways. First, it antecedents shape how interact with, interpret evaluate experiences. Second, complex nature in-store highlighting coexistence certain contexts. Third, offers practical insights for firms, urging them adopt approach addressing across diverse channels. Originality/value introduces new develops framework linking valence. Unlike previous research has focused either or aspects isolation, this comprehensive view mixed It provides both theoretical guidance creating more balanced engaging

Язык: Английский

Holistic customer experience: interplay between retail experience quality, customer in-shop emotion valence and in-shop involvement valence DOI
Muhammad Farrukh Abid, Amjad Shamim, Park Thaichon

и другие.

Marketing Intelligence & Planning, Год журнала: 2024, Номер unknown

Опубликована: Дек. 31, 2024

Purpose This study examines the roles of retail experience quality dimensions, customers’ in-shop emotion valence and involvement in shaping holistic customer experience. Design/methodology/approach We conducted a total 25 interviews with customers who have used services at non-fuel stores Malaysia, commonly known as tuckshops, which are located adjacent to fuel stations. The data were analyzed using thematic analysis, led identification key themes categories that informed development our conceptual framework. Findings identifies three dimensions quality: physical surroundings quality, interaction service innovation quality. These previously unexamined, shown influence evaluations based on their interactions environment, employees digital applications. Additionally, finds these impact emotions valence, suggesting even negative experiences, high overall positive perceptions can still occur. Research limitations/implications contributes literature several ways. First, it antecedents shape how interact with, interpret evaluate experiences. Second, complex nature in-store highlighting coexistence certain contexts. Third, offers practical insights for firms, urging them adopt approach addressing across diverse channels. Originality/value introduces new develops framework linking valence. Unlike previous research has focused either or aspects isolation, this comprehensive view mixed It provides both theoretical guidance creating more balanced engaging

Язык: Английский

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