Customer-Interfacing Retail Technologies in 2020 & Beyond: An Integrative Framework and Research Directions

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

How the COVID-19 Pandemic May Change the World of Retailing

Roggeveen, A. L., & Sethuraman, R. (2020) · Journal of Retailing · doi:10.1016/j.jretai.2020.04.002 · Cited by 517

The future of in-store technology

Grewal, D., Noble, S. M., Roggeveen, A. L., & Nordfält, J. (2019) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-019-00697-z · Cited by 485

Understanding Retail Experiences and Customer Journey Management

Grewal, D., & Roggeveen, A. L. (2020) · Journal of Retailing · doi:10.1016/j.jretai.2020.02.002 · Cited by 356

Many (Un)happy Returns? The Changing Nature of Retail Product Returns and Future Research Directions

Robertson, T. S., Hamilton, R., & Jap, S. D. (2020) · Journal of Retailing · doi:10.1016/j.jretai.2020.04.001 · Cited by 86

Succeeding in the Big Middle through technology

Sethuraman, R., & Parasuraman, A. (2005) · Journal of Retailing · doi:10.1016/j.jretai.2005.03.003 · Cited by 78

Artificial Intelligence (AI): Revolutionizing Digital Marketing

van Esch, P., & Black, J. S. (2021) · Australasian Marketing Journal (AMJ) · doi:10.1177/18393349211037684 · Cited by 251

Strategizing Retailing in the New Technology Era

Grewal, D., Gauri, D. K., Roggeveen, A. L., & Sethuraman, R. (2021) · Journal of Retailing · doi:10.1016/j.jretai.2021.02.004 · Cited by 205

The Future of Private Labels: Towards a Smart Private Label Strategy

Gielens, K., Ma, Y., Namin, A., Sethuraman, R., Smith, R. J., Bachtel, R. C., & Jervis, S. M. (2021) · Journal of Retailing · doi:10.1016/j.jretai.2020.10.007 · Cited by 185

Change in technology-enabled omnichannel customer experiences in-store

Alexander, B., & Kent, A. (2020) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2020.102338 · Cited by 177

Creating new tech entrepreneurs with digital platforms: Meta-organizations for shared value in data-driven retail ecosystems

Battisti, S., Agarwal, N., & Brem, A. (2021) · Technological Forecasting and Social Change · doi:10.1016/j.techfore.2021.121392 · Cited by 163

Artificial intelligence in interactive marketing: a conceptual framework and research agenda

Peltier, J. W., Dahl, A. J., & Schibrowsky, J. A. (2023) · Journal of Research in Interactive Marketing · doi:10.1108/jrim-01-2023-0030 · Cited by 191

The Future of Digital Communication Research: Considering Dynamics and Multimodality

Grewal, D., Herhausen, D., Ludwig, S., & Ordenes, F. J. V. (2021) · Journal of Retailing · doi:10.1016/j.jretai.2021.01.007 · Cited by 181

Forging meaningful consumer-brand relationships through creative merchandise offerings and innovative merchandising strategies

Roggeveen, A. L., Grewal, D., Karsberg, J., Noble, S. M., Nordfält, J., Patrick, V. M., Schweiger, E. B., Soysal, G., Dillard, A., Cooper, N., et al. (2020) · Journal of Retailing · doi:10.1016/j.jretai.2020.11.006 · Cited by 172

Leveraging In-Store Technology and AI: Increasing Customer and Employee Efficiency and Enhancing their Experiences

Grewal, D., Benoit, S., Noble, S. M., Guha, A., Ahlbom, C.-P., & Nordfält, J. (2023) · Journal of Retailing · doi:10.1016/j.jretai.2023.10.002 · Cited by 135

Why Do Retail Customers Adopt Artificial Intelligence (AI) Based Autonomous Decision-Making Systems?

Sharma, S., Islam, N., Singh, G., & Dhir, A. (2022) · IEEE Transactions on Engineering Management · doi:10.1109/tem.2022.3157976 · Cited by 133

Increase hedonic products purchase intention through livestreaming: The mediating effects of mental imagery quality and customer trust

Wang, B., Xie, F., Kandampully, J. A., & Wang, J. (2022) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2022.103109 · Cited by 128

Crisis‐induced behavior: From fear and frugality to the familiar

Rayburn, S. W., McGeorge, A., Anderson, S. T., & Sierra, J. J. (2021) · International Journal of Consumer Studies · doi:10.1111/ijcs.12698 · Cited by 116

Emerging digital technologies and consumer decision-making in retail sector: Towards an integrative conceptual framework

Sharma, P., Ueno, A., Dennis, C., & Turan, C. P. (2023) · Computers in Human Behavior · doi:10.1016/j.chb.2023.107913 · Cited by 125

The Digital Supply Chain—emergence, concepts, definitions, and technologies

MacCarthy, B. L., & Ivanov, D. (2022) · Elsevier eBooks · doi:10.1016/b978-0-323-91614-1.00001-0 · Cited by 108

The effect of retail assortment size on perceptions, choice, and sales: Review and research directions

Sethuraman, R., Gázquez‐Abad, J. C., & Martínez-López, F. J. (2022) · Journal of Retailing · doi:10.1016/j.jretai.2022.01.001 · Cited by 90

The role of artificial intelligence in improving the omnichannel customer experience

Calvo, A. V., Franco, A. D., & Frasquet, M. (2023) · International Journal of Retail & Distribution Management · doi:10.1108/ijrdm-12-2022-0493 · Cited by 102

The Role of Chatbots in Enhancing Customer Experience: Literature Review

Bakkouri, B. E., Raki, S., & Belgnaoui, L. T. (2022) · Procedia Computer Science · doi:10.1016/j.procs.2022.07.057 · Cited by 88

Predictors of continuance intention of online food delivery services: gender as moderator

Francioni, B., Curina, I., Hegner, S. M., & Cioppi, M. (2022) · International Journal of Retail & Distribution Management · doi:10.1108/ijrdm-11-2021-0537 · Cited by 84

When chatbots fail: exploring user coping following a chatbots-induced service failure

Zhang, R. W., Liang, X., & Wu, S. (2024) · Information Technology and People · doi:10.1108/itp-08-2023-0745 · Cited by 88

How luxury brands build customer-based brand equity through phygital experience

Hyun, H., Park, J., Hawkins, M. A., & Kim, D. (2022) · Journal of Strategic Marketing · doi:10.1080/0965254x.2022.2052937 · Cited by 78

Augmented reality's perceived immersion effect on the customer shopping process: decision-making quality and privacy concerns

Sengupta, A., & Cao, L. (2022) · International Journal of Retail & Distribution Management · doi:10.1108/ijrdm-10-2021-0522 · Cited by 75

Omnichannel retailing: exploring future research avenues in retail marketing and distribution management

Sharma, N., & Dutta, N. (2023) · International Journal of Retail & Distribution Management · doi:10.1108/ijrdm-05-2022-0166 · Cited by 68

An investigation on the influencing factors of elderly people's intention to use financial AI customer service

Cheng, X., Qiao, L., Yang, B., & Li, Z. (2024) · Internet Research · doi:10.1108/intr-06-2022-0402 · Cited by 76

Exploring AI technology and consumer behavior in retail interactions

Petrescu, M., Krishen, A. S., Gironda, J. T., & Fergurson, J. R. (2024) · Journal of Consumer Behaviour · doi:10.1002/cb.2386 · Cited by 61

A model of adoption of AR-based self-service technologies: a two country comparison

Maria Jose Castillo, S., & Bigne, E. (2021) · International Journal of Retail & Distribution Management · doi:10.1108/ijrdm-09-2020-0380 · Cited by 60

Analysis of factors impacting survivability of sustainable supply chain during COVID-19 pandemic: an empirical study in the context of SMEs

Baral, M. M., Singh, R. K., & Kazançoğlu, Y. (2021) · The International Journal of Logistics Management · doi:10.1108/ijlm-04-2021-0198 · Cited by 54

Technology: a strategic imperative for successful retailers

Quiñones, M., Suárez, M. G., Roche, I. C., & Díaz‐Martín, A. M. (2023) · International Journal of Retail & Distribution Management · doi:10.1108/ijrdm-03-2022-0088 · Cited by 52

Autonomous stores: How levels of in-store automation affect store patronage

Benoit, S., Altrichter, B., Grewal, D., & Ahlbom, C.-P. (2024) · Journal of Retailing · doi:10.1016/j.jretai.2023.12.003 · Cited by 50

Reimagining personalization in the physical store

Scholdra, T. P., Wichmann, J. R. K., & Reinartz, W. (2023) · Journal of Retailing · doi:10.1016/j.jretai.2023.11.001 · Cited by 52

Impulse Purchase Intention in an AI-mediated Retail Environment: Extending the TAM with Attitudes Towards Technology and Innovativeness

Arachchi, H. A. D. M., & Samarasinghe, G. (2023) · Global Business Review · doi:10.1177/09721509231197721 · Cited by 48

Combining Sociocultural Intelligence with Artificial Intelligence to Increase Organizational Cyber Security Provision through Enhanced Resilience

Trim, P. R. J., & Lee, Y. (2022) · Big Data and Cognitive Computing · doi:10.3390/bdcc6040110 · Cited by 44

Do fairness concerns matter for ESG decision-making? Strategic interactions in digital twin-enabled sustainable semiconductor supply chain

Zhang, M., Yang, W., Zhao, Z., Wang, S., & Huang, G. Q. (2024) · International Journal of Production Economics · doi:10.1016/j.ijpe.2024.109370 · Cited by 42

Examining the customer experience in the metaverse retail revolution

Gleim, M. R., McCullough, H., Gabler, C. B., Ferrell, L. K., & Ferrell, O. C. (2024) · Journal of Business Research · doi:10.1016/j.jbusres.2024.115045 · Cited by 42

When AI meets store layout design: a review

Nguyen, K., Le, M. T. H., Martin, B. A. S., Çil, İ., & Fookes, C. (2022) · Artificial Intelligence Review · doi:10.1007/s10462-022-10142-3 · Cited by 45

The relationship between retailer app use, perceived shopping value and loyalty: the moderating role of deal proneness

Flacandji, M., & Vlad, M. (2022) · International Journal of Retail & Distribution Management · doi:10.1108/ijrdm-10-2021-0484 · Cited by 40

Purchase Behavior of Consumers Toward GSAs: A Longitudinal Assessment

Chakraborty, D. (2023) · Journal of Computer Information Systems · doi:10.1080/08874417.2022.2123065 · Cited by 38

Exploring omnichannel strategies: a path to improve customer experiences

Silva, S. C. L. D. C. E., Silva, F. P., & Dias, J. C. (2023) · International Journal of Retail & Distribution Management · doi:10.1108/ijrdm-03-2023-0198 · Cited by 37

Exploring how digital kiosk customer experience enhances shopping value, self-mental imagery and behavioral responses

Lao, A., Vlad, M., & Martin-Salerno, A. (2021) · International Journal of Retail & Distribution Management · doi:10.1108/ijrdm-09-2020-0357 · Cited by 36

The effect of perceived agility on intention to reuse Omni-channel: Focused on mediating effect of integration quality of Omni-channel

Son, S.-C., Bae, J., & Kim, K. H. (2021) · Journal of Global Fashion Marketing · doi:10.1080/20932685.2021.1947151 · Cited by 36

Enhancing Marketing Provision through Increased Online Safety That Imbues Consumer Confidence: Coupling AI and ML with the AIDA Model

Lee, Y., & Trim, P. R. J. (2022) · Big Data and Cognitive Computing · doi:10.3390/bdcc6030078 · Cited by 35

Alexa, may I adopt you? The role of voice assistant empathy and user-perceived risk in customer service delivery

Coker, K. K., & Thakur, R. (2023) · Journal of Services Marketing · doi:10.1108/jsm-07-2023-0284 · Cited by 36

The Role of Augmented and Virtual Reality in Shaping Retail Marketing: A Meta-Analysis

Fan, X., Xun, J., Dolega, L., & Xiong, L. (2025) · Sustainability · doi:10.3390/su17020728 · Cited by 38

Redefining E-Commerce Experience: An Exploration of Augmented and Virtual Reality Technologies

Khaldy, M. A. A., Ishtaiwi, A. M., Alqerem, A. H., Aldweesh, A., Alauthman, M., Almomani, A., & Arya, V. (2023) · International Journal on Semantic Web and Information Systems (IJSWIS) · doi:10.4018/ijswis.334123 · Cited by 24

The Impact of Predictive Analytics and AI on Digital Marketing Strategy and ROI

Khaldy, M. A. A., AlObaydi, B. A. A., & al Shari, A. J. (2023) · Studies in big data · doi:10.1007/978-3-031-42455-7_31 · Cited by 33

Unlocking the shopping myth: Can smartphone dependency relieve shopping anxiety? – A mixed-methods approach in UK Omnichannel retail

Lyu, J., Krasonikolakis, I. G., & Chen, C.-H. (2023) · Information & Management · doi:10.1016/j.im.2023.103818 · Cited by 32

Use and acceptance of crypto currencies in India: an evaluation of block chain application in financial sector using PLS SEM and ANN approach

Mishra, N., Srivastava, P., Mahato, S., & Shivani, S. (2023) · International Journal of Quality & Reliability Management · doi:10.1108/ijqrm-03-2023-0093 · Cited by 30

The effects of retail apps on shopping well-being and loyalty intention: A matter of competence more than autonomy

Flacandji, M., Vlad, M., & Lunardo, R. (2024) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2024.103762 · Cited by 30

Digital technology adoption for village public administration—Evidence from Indonesia

Sihombing, T., & Lumbantobing, R. D. H. (2024) · Journal of Infrastructure Policy and Development · doi:10.24294/jipd.v8i4.3444 · Cited by 29

Retail 4.0 adoption and firm performance among Malaysian retailers: the role of enterprise risk management as moderator

Sakrabani, P., & Teoh, A. P. (2020) · International Journal of Retail & Distribution Management · doi:10.1108/ijrdm-09-2020-0344 · Cited by 28

Exploring digitalisation at IKEA

Hagberg, J., & Jönsson, A. (2022) · International Journal of Retail & Distribution Management · doi:10.1108/ijrdm-12-2020-0510 · Cited by 28

Determinants of online repurchase intention in COVID-19 times: Evidence from an emerging economy

Álvarez-Risco, A., Quipuzco-Chicata, L., & Escudero-Cipriani, C. (2021) · Lecturas de Economía · doi:10.17533/udea.le.n96a342638 · Cited by 25

Building Exploitation Routines in the Circular Supply Chain to Obtain Radical Innovations

Alonso‐Muñoz, S., Sánchez, R. G., Siligardi, C., & García‐Muiña, F. E. (2021) · Resources · doi:10.3390/resources10030022 · Cited by 25

Extrinsic motivations behind mobile shopping: what drives regular and occasional shoppers?

Canio, F. D., Blasco, M. F., & Martinelli, E. M. (2022) · International Journal of Retail & Distribution Management · doi:10.1108/ijrdm-10-2021-0489 · Cited by 23

Post-pandemic revisit intentions: how shopping value and visit frequency matters

Moharana, T. R., & Pattanaik, S. (2022) · International Journal of Retail & Distribution Management · doi:10.1108/ijrdm-04-2022-0115 · Cited by 23

E-tailers adaptation during early stages of “social distancing causing crises”: an exploratory study

Halan, D. (2021) · International Journal of Retail & Distribution Management · doi:10.1108/ijrdm-11-2020-0475 · Cited by 22

Critical Success Factors for Emerging Technology Adoption, Strategic Flexibility, and Competitiveness: An Evidence-Based Total Interpretive Structural Modeling Approach (TISM-E)

Singh, S., Singh, S., Chikhale, M. M., & Dhir, S. (2024) · Global Journal of Flexible Systems Management · doi:10.1007/s40171-024-00408-w · Cited by 22

The impact of online customer service and store features on consumer experience and willingness to revisit their preferred online store

Tiutiu, M., Nemțeanu, M.-S., Dabija, D., & Pelău, C. (2025) · Humanities and Social Sciences Communications · doi:10.1057/s41599-025-04383-0 · Cited by 21

Consumer buying behavior and retailer strategy through a crisis: A futures studies perspective

Anderson, S. T., Rayburn, S. W., Sierra, J. J., Murdock, K., & McGeorge, A. (2021) · The Journal of Marketing Theory and Practice · doi:10.1080/10696679.2021.1982648 · Cited by 21

Customer Interactive Experience in Luxury Retailing: The Application of AI-Enabled Chatbots in the Interactive Marketing

Zeng, N., Jiang, L., Vignali, G., & Ryding, D. (2023) · Springer eBooks · doi:10.1007/978-3-031-14961-0_34 · Cited by 21

Value of Enterprise Risk Management Integration and Supply Chain Performance: Mediating Role of Firm’s Resilience Capability

Jidda, D. J., Li, Z., Ashraf, S. F., Nasir, A., & Amoako, T. (2025) · SAGE Open · doi:10.1177/21582440241305618 · Cited by 20

Acceptance of in-store apps: factors that influence the intention to adopt location-based retail apps – insights from Germany

Schrage, R., Meißner, L., Schütte, R., & Kenning, P. H. (2022) · International Journal of Retail & Distribution Management · doi:10.1108/ijrdm-06-2020-0202 · Cited by 20

Importance–performance and potential gain of food delivery apps: in view of the restaurant partner perspective

Wahyudin, M., Chen, C., Yuliando, H., Mujahidah, N., & Tsai, K.-M. (2023) · British Food Journal · doi:10.1108/bfj-11-2022-1003 · Cited by 20

Interactive or not? Enhancing the interactive effectiveness of virtual brand ambassadors on consumer behavior

Shen, Z. (2025) · Asia Pacific Journal of Marketing and Logistics · doi:10.1108/apjml-09-2024-1221 · Cited by 23

Improving consumer satisfaction through shopping app features: A Kano-based approach

Sinemus, K., Zielke, S., & Dobbelstein, T. (2025) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2025.104243 · Cited by 19

Design Matters! How Visual Gendered Anthropomorphic Design Cues Moderate the Determinants of the Behavioral Intention Towards Using Chatbots

Pawlik, V. P. (2022) · Lecture notes in computer science · doi:10.1007/978-3-030-94890-0_12 · Cited by 20

Robots in retail: Rolling out the Whiz

Rindfleisch, A., Fukawa, N., & Onzo, N. (2022) · AMS Review · doi:10.1007/s13162-022-00240-4 · Cited by 19

How customers motive attributions impact intentions to use an interactive kiosk in-store

van de Sanden, S., Willems, K., & Brengman, M. (2022) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2022.102918 · Cited by 19

Links and effects of channel integration in the prepurchase and purchase stages of omnichannel retailers

Swoboda, B. S., & Fränzel, N. (2022) · International Journal of Electronic Commerce · doi:10.1080/10864415.2022.2076197 · Cited by 18

Interfaces, Interactions, Time, and the Frontline Nexus: Foundational Constructs and Focus for the Field of Organizational Frontlines

Singh, J., & Bridge, R. (2023) · Journal of services research · doi:10.1177/10946705231177385 · Cited by 22

Exploring drivers of customer engagement with voice interface in E-retail

Gupta, A. S., & Mukherjee, J. (2025) · International Journal of Retail & Distribution Management · doi:10.1108/ijrdm-08-2024-0390 · Cited by 18

Pandemic‐led brand switch: Consumer stickiness for private‐label brands

Mookherjee, S., Malampallayil, S., Mohanty, S., & Tran, N. X. (2024) · Journal of Consumer Behaviour · doi:10.1002/cb.2371 · Cited by 18

Emerging trends in global E-retailing: exploring the dark side of scan and go in-store technologies in consumer shopping journeys

Naeem, M. (2025) · International Marketing Review · doi:10.1108/imr-06-2023-0110 · Cited by 17

Perceived attributes of artificial intelligence (AI) toward consumers’ AI attitudes and purchase intention in an AI powered retail shopping space

Arachchi, H. A. D. M., & Samarasinghe, G. (2025) · European Journal of Management Studies · doi:10.1108/ejms-05-2024-0047 · Cited by 20

Sales employees’ polychronicity and sales-service ambidexterity: Mediation of work engagement and moderation of store manager support

Gaan, N., & Shin, Y. (2023) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2023.103514 · Cited by 18

From transactions to transformations: exploring transformative food retailing

Saarijärvi, H., Sparks, L., Närvänen, E., Erkkola, M., Fogelholm, M., & Nevalainen, J. (2023) · The International Review of Retail Distribution and Consumer Research · doi:10.1080/09593969.2023.2213423 · Cited by 17

Omnichannel marketing: a systematic review and research agenda

Mansurali, A., Stephen, G., Kasilingam, D. L., & Jublee, D. I. (2024) · The International Review of Retail Distribution and Consumer Research · doi:10.1080/09593969.2024.2321917 · Cited by 16

The Analysis of Customers’ Transactions Based on POS and RFID Data Using Big Data Analytics Tools in the Retail Space of the Future

Kholod, M. V., Celani, A., & Ciaramella, G. (2024) · Applied Sciences · doi:10.3390/app142411567 · Cited by 15

Retail technologies that enhance the customer experience: a practitioner-centred approach

Quiñones, M., Díaz‐Martín, A. M., & Suárez, M. G. (2023) · Humanities and Social Sciences Communications · doi:10.1057/s41599-023-02023-z · Cited by 15

Understanding the complexities of omnichannel retailing through a service-dominant logic framework: exploring the role of digitalization in the retail ecosystem

Gibson, S., Dahl, A. J., Hsu, M. K., & Moreno, G. (2024) · The International Review of Retail Distribution and Consumer Research · doi:10.1080/09593969.2024.2347931 · Cited by 15

In-store technology personalization: A typology and research agenda based on type of automation and data collection

Merfeld, K., Klein, J. F., de Regt, A., Baltin, A.-S., & Henkel, S. (2025) · Journal of Business Research · doi:10.1016/j.jbusres.2025.115236 · Cited by 15

Shopping app features: their impact on customer satisfaction and loyalty

Sinemus, K., Zielke, S., & Dobbelstein, T. (2022) · The International Review of Retail Distribution and Consumer Research · doi:10.1080/09593969.2022.2109189 · Cited by 15

Potential determinants of consumers' intention to purchase 3D printed fashion products

Lyu, J., Hahn, K. H., & Lee, H.-J. (2022) · International Journal of Retail & Distribution Management · doi:10.1108/ijrdm-09-2021-0437 · Cited by 14

Drivers and outcomes of a shopper-retailer's app relationship

Farha, A. A., Hedhli, K. E., Alnawas, I. A., Zourrig, H., & Becheur, I. (2024) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2024.104002 · Cited by 17

Determinants of the continuance use of smart shopping carts: Findings from PLS-SEM and NCA

Jasim, K. M. (2024) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2024.104038 · Cited by 14

How Does Mobile Page Speed Shape in-between Touchpoints in the Customer Journey? A Research Regarding the Most Trusted Retailers in Romania

Nichifor, E., Lixandroiu, R. C., Chițu, I. B., Brătucu, G., & Trifan, A. (2021) · Journal of theoretical and applied electronic commerce research · doi:10.3390/jtaer16050077 · Cited by 14

The Virtual Store: A New Shopping Channel That Generates Value and Well‐Being for Gen Z Customers

Lombart, C., Untilov, O., Charton‐Vachet, F., & Louis, D. (2025) · Journal of Consumer Behaviour · doi:10.1002/cb.2480 · Cited by 12

Smart service value: Conceptualization, scale development, and validation in the retailing context

Roy, S. K., Singh, G., Hollebeek, L. D., Shabnam, S., Japutra, A., Doorn, S. V., Ray, S., & Appio, F. P. (2024) · Technovation · doi:10.1016/j.technovation.2024.103097 · Cited by 12

Interactive product presentation in an immersive environment: The influence of functional control on hedonic aspects

Kinzinger, A., Steiner, W. J., Tatzgern, M., & Vallaster, C. (2024) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2024.104156 · Cited by 11

Resilience of small retailers in facing the Covid-19 pandemic – a qualitative study

Samanta, T., & Aithal, R. K. (2023) · Qualitative Market Research An International Journal · doi:10.1108/qmr-03-2022-0050 · Cited by 11

Exploring the impact of targeted communication on customer experience: A natural experiment

Caferra, R., Schirone, D. A., Tiranzoni, P., & Morone, A. (2025) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2025.104240 · Cited by 10

Revolutionising retail: A review of Intelligent Unmanned Convenience Stores and their market implications

Kohli, T. P., Malhotra, S., & Venugopal, P. (2025) · Technological Forecasting and Social Change · doi:10.1016/j.techfore.2025.124273 · Cited by 13

Investigating Satisfaction and Loyalty of the House‐Owner and the Tenant From Dual Perspectives Using Social Exchange Theory and Stimulus‐Organism‐Response Approach

Uzir, M. U. H., Jumaan, I. A., Wahab, S. N., Amin, M. B., Bukari, Z., Shukran, K., Ramayah, T., Ghosh, A., & Hassan, H. C. (2025) · International Journal of Consumer Studies · doi:10.1111/ijcs.70027 · Cited by 9

Understanding social, local and mobile (SoLoMo) commerce in fashion retailing using SOR framework

Koul, S., & Jasrotia, S. S. (2025) · Journal of Fashion Marketing and Management · doi:10.1108/jfmm-04-2024-0154 · Cited by 9

Contexts of Consumption and Their Evolution in the Digital Age: Beyond the Service-Dominant Logic

Grandinetti, R., Bettiol, M., & Maria, E. D. (2022) · Administrative Sciences · doi:10.3390/admsci12040121 · Cited by 9

Influential Factors of Online Shopping Decision

Merta, I. P. G. B., Trinanasari, N., & Bagia, I. W. (2022) · International Journal of Social Science and Business · doi:10.23887/ijssb.v6i2.44077 · Cited by 9

Consumer-facing technology in retailing: how technology shapes customer experience in physical and digital stores

Berg, H., Nilsson, E., & Liljedal, K. T. (2024) · The International Review of Retail Distribution and Consumer Research · doi:10.1080/09593969.2024.2344152 · Cited by 9

How the Metaverse is Reshaping Multichannel Retail Through Balancing Complementarity and Substitution

Xiong, B., Fang, J., & Li, W. (2025) · Journal of Management Information Systems · doi:10.1080/07421222.2025.2452019 · Cited by 8

Optimal dynamic pricing strategy for non-durable experience goods: the role of consumer AI learning

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