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Cited by 1,014

The DOI matches its Crossref record; 5 of the 5 references it cites were found in a registry or an index.

Customer Experience Management in Retailing: An Organizing Framework

Grewal, Dhruv, Levy, Michael, Kumar, V.·2009·Journal of Retailing
DOI 10.1016/j.jretai.2009.01.001
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Abstract

Survival in today’s economic climate and competitive retail environment requires more than just low prices and innovative products. To compete effectively, businesses must focus on the customer’s shopping experience. To manage a customer’s experience, retailers should understand what “customer experience” actually means. Customer experience includes every point of contact at which the customer interacts with the business, product, or service. Customer experience management represents a business strategy designed to manage the customer experience. It represents a strategy that results in a win–win value exchange between the retailer and its customers. This paper focuses on the role of macro factors in the retail environment and how they can shape customer experiences and behaviors. Several ways (e.g., promotion, price, merchandise, supply chain and location) to deliver a superior customer experience are identified which should result in higher customer satisfaction, more frequent shopping visits, larger wallet shares, and higher profits.

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Metadata

Authors
Grewal, D., Levy, M., & Kumar, V.
Venue
Journal of Retailing
Publisher
Elsevier BV
Published
2009-03
Volume
85
Issue
1
Pages
1-14
ISSN
0022-4359 (ISSN-L)
DOI
10.1016/j.jretai.2009.01.001
OpenAlex
W2153942071
Cited by
1,014
References
5
FWCI
89.46
Type
journal article
Language
en
Open access
closed

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Data sources

Bibliographic data: Semantic Scholar, OpenAlex, Crossref.

Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).

Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.