The DAST framework for retail atmospherics: the impact of in- and out-of-store retail journey touchpoints on the customer experience
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The shift from the retailer-provider perspective to consumer-centric conceptions of CX has resulted in a growing body of research on the contemporary omnichannel context and blended experiences during the purchase journey.
“The shift from the retailer-provider perspective to consumer-centric conceptions of CX has resulted in a growing body of research on the contemporary omnichannel context (Becker and Jaakkola, 2020;Roggeveen et al., 2020) and blended experiences during the purchase journey (Lemon and Verhoef, 2016).”
From Retail futures: Customer experience, phygital retailing, and the Experiential Retail Territories perspective (2025) · cites this paper as Roggeveen et al., 2020
Cites
Russell, J. A. (1980) · Journal of Personality and Social Psychology · doi:10.1037/h0077714 · Cited by 16,334 · cited 1× · see citing works
“Rather than limiting the affective route to one positive emoion though (i.e., pleasure), we integrate the circumplex model Russell 1980), according to which a variety of emotions result rom various combinations of valence and intensity.”
BackgroundThe Elaboration Likelihood Model of Persuasion
Petty, R. E., & Cacioppo, J. T. (1986) · Advances in Experimental Social Psychology · doi:10.1016/s0065-2601(08)60214-2 · Cited by 8,822 · see citing works
Servicescapes: The Impact of Physical Surroundings on Customers and Employees
Bitner, M. J. (1992) · Journal of Marketing · doi:10.2307/1252042 · Cited by 7,271 · see citing works
Understanding customer experience throughout the customer journey
Lemon, K. N., & Verhoef, P. C. (2016) · Journal of Marketing · doi:10.1509/jm.15.0420 · Cited by 5,765 · see citing works
Mende, M., Scott, M. L., van Doorn, J., Grewal, D., & Shanks, I. (2019) · Journal of Marketing Research · doi:10.1177/0022243718822827 · Cited by 1,197 · see citing works
The Handbook of Multisensory Processes
(2004) · doi:10.7551/mitpress/3422.001.0001 · Cited by 948 · see citing works
Modeling Web Site Design Across Cultures: Relationships to Trust, Satisfaction, and E-Loyalty
Cyr, D. (2008) · Journal of Management Information Systems · doi:10.2753/mis0742-1222240402 · Cited by 766 · see citing works
Can a Retail Web Site Be Social?
Wang, L. C., Baker, J., Wagner, J. A., & Wakefield, K. (2007) · Journal of Marketing · doi:10.1509/jmkg.71.3.143 · Cited by 672 · see citing works
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Alexander, B., & Varley, R. (2025) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2024.104108 · Cited by 87 · see citing works
Exploring the influence of flagship store experience and consumer interactions on purchase behaviour
Lourenco, C. E., Madeira, J. C., & Santos, V. M. (2025) · ReMark - Revista Brasileira de Marketing · doi:10.5585/2025.27409 · Cited by 1 · see citing works
- Authors
- Roggeveen, A. L., Grewal, D., & Schweiger, E. B.
- ORCID
- Schweiger, Elisa B.
- Venue
- Journal of Retailing
- Publisher
- Elsevier BV
- Published
- 2020-03
- Volume
- 96
- Issue
- 1
- Pages
- 128-137
- ISSN
- 0022-4359
- Cited by
- 243
- References
- 8
- Language
- en
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Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
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