Retail futures: Customer experience, phygital retailing, and the Experiential Retail Territories perspective

Probably not a substantial claim: may not pass S3 (load-bearing).

125 codes were identified and grouped into 22 categories cross-checked and agreed upon by both authors.

“Notably, 125 codes were identified and grouped into 22 categories cross-checked and agreed upon by both authors (Aguinis and Solarino, 2019); no relevant new codes nor categories were found in the data, and no further contribution to the study phenomenon was established (Hennink and Kaiser, 2022).”

• cites Aguinis and Solarino, 2019 sourceDisputed

  Section 3.1 reports 40 uniquely identifiable criteria grouped into 12 transparency criteria, not 125 codes grouped into 22 categories. It does say both authors fully agreed on the final list, but the attributed counts contradict the paper. (LLM, conf=0.90)

  Checked by a reasoning model — may be wrong.

  Experimental — accuracy not yet measured

May combine two claims.

Personalisation and consumer-centricity are predicted to grow in importance, supporting the findings.

“Personalisation and consumer-centricity are predicted to grow in importance (Roggeveen and Rosengren, 2022), supporting our findings”

• cites Roggeveen and Rosengren, 2022 sourcePartly supported

  Section 4.2 (Personalization; page unavailable) presents tailoring experiences to customers’ needs as valuable, and the Introduction suggests a possible shift toward more human-centered experiences. The paper does not explicitly predict that both personalization and consumer-centricity will grow in importance; it also cautions that the appropriate level of personalization depends on the customer and situation. (LLM, conf=0.82)

  Experimental — accuracy not yet measured

Probably not a substantial claim: may not pass S3 (load-bearing). May combine two claims.

No relevant new codes nor categories were found in the data, and no further contribution to the study phenomenon was established.

“no relevant new codes nor categories were found in the data, and no further contribution to the study phenomenon was established (Hennink and Kaiser, 2022).”

• cites Hennink and Kaiser, 2022 sourceSupported

Probably not a substantial claim: may not pass S3 (load-bearing).

Cheetham et al. propose that the complex kaleidoscopic nature of a place should be celebrated, building on Agnew's three-way definition of place joining location, locale, and sense of place.

“Cheetham et al. (2018:4) propose that the 'complex kaleidoscopic nature of a place' should be celebrated, building on Agnew's (1987) three-way definition of place, which joins location, a fixed point on the earth's surface; locale, the physical social setting; and sense of place, subjective and emotional attachments ascribed to places.”

• cites Cheetham et al., 2018 sourcePartly supported

  The Introduction quotes the call to “celebrate the complex, kaleidoscopic nature of a place,” credits it to Warnaby and Medway (2013), and adopts the kaleidoscope as a metaphor. The Discussion develops that metaphor, but the passages in our copy do not show the authors building it on Agnew’s three-part definition of place. (LLM, conf=0.86)

  Experimental — accuracy not yet measured
• cites Agnew, 1987Not matched

  Couldn’t be matched to a paper in Crossref, so it can’t be checked.

Probably not a substantial claim: may not pass S2 (checkable).

This study makes valuable contributions to the under-researched field of physical retail space evolution and future retail CX by reflecting on current studies on CX and retail space in times of accelerated change.

“This study makes valuable contributions to the under-researched field of physical retail space evolution (Bruce et al., 2023) and future retail CX (Klaus and Kuppelwieser, 2023) by reflecting on current studies on CX and retail space in times of accelerated change.”

• cites Bruce et al., 2023 sourcePartly supported

  The 'Developing Future Research' section (page unavailable) calls the effect of physical context on customer experience under-studied. The 'Rationale' section discusses how digitalization has changed physical environments and mentions retailers, but the paper does not specifically characterize the evolution of physical retail space as an under-researched field. The separate claim about future retail CX is attributed to Klaus and Kuppelwieser, not Bruce et al. (LLM, conf=0.83)

  Experimental — accuracy not yet measured
• cites Klaus and Kuppelwieser, 2023Not matched

  Couldn’t be matched to a paper in Crossref, so it can’t be checked.

May combine two claims.

The sensory nature of stores emerged in various ways, including the need for less sensory overload, clearer navigation, and a reflection of post-pandemic feelings about physical retail space.

“The sensory nature of stores emerged in various ways, including the need for less sensory overload, clearer navigation, and a reflection of post-pandemic feelings about physical retail space.”

May combine two claims.

Customers' expectation to have their needs individually met was mentioned by almost all informants, acknowledging that personalisation requires behind-the-scenes data analysis combined with interpreting needs within physical stores.

“Customers' expectation to have their needs individually met was mentioned by almost all informants, acknowledging that personalisation requires behind-the-scenes data analysis combined with interpreting needs within physical stores.”

Probably not a substantial claim: may not pass S3 (load-bearing).

Stores are expected to prove their worth with embedded technology and data capture to help them work harder.

“Stores are expected to prove their worth with embedded technology and data capture to help them work harder.”

May combine two claims.

Technology linked to CX generates a key theme of digitally enhanced services, which generally impact CX and facilitate personalised digitally enhanced experiences.

“Technology, linked to CX, generates another key theme: digitally enhanced services, which generally impact CX and facilitate personalised digitally enhanced experiences.”

Classified as probably not a substantial claim. May combine two claims.

Informant concerns include the necessity for stores to create value and the challenges associated with measuring their contribution to retail brand value in an omnichannel context.

“Informant concerns also include the necessity for stores to create value and the challenges associated with measuring their contribution to retail brand value in an omnichannel context.”

May combine two claims.

Tactile, sensory, and emotional experiences were considered important for fashion retailing, where the shopping process tends to be hedonistic.

“Tactile, sensory, and emotional experiences were considered important for fashion retailing, where the shopping process tends to be hedonistic”

Probably not a substantial claim: may not pass S3 (load-bearing). May combine two claims.

The challenge of measuring the value of stores when online and offline operations are fully integrated and experiences are emotional and subjective was mentioned but not solved.

“the challenge of measuring the value of stores when online and offline operations are fully integrated and experiences are emotional and subjective was mentioned but not solved”

Probably not a substantial claim: may not pass S3 (load-bearing).

Stores' roles as educators and facilitators of customer creativity were mentioned.

“Stores' roles as educators and facilitators of customer creativity were also mentioned”

Probably not a substantial claim: may not pass S3 (load-bearing).

Zara and H&M were mentioned as spearheads, embracing utilitarian aspects of service delivery within an overall hedonistic retail design.

“Zara and H&M were mentioned as spearheads, embracing utilitarian aspects of service delivery within an overall hedonistic retail design.”

May combine two claims.

Informants emphasised the need to be relevant and reliable, with Browns Fashion cited as a retailer trying to evaluate which in-store technologies truly add value.

“informants emphasised the need to be relevant and reliable, with Browns Fashion cited as a retailer trying to evaluate which in-store technologies truly add value.”

• cites Jacob et al.'s (2023) sourceNot checked — no full text of the source

May combine two claims.

The role of retail stores in the fashion sector is advancing in four main directions: accelerated evolution, importance of frontline staff, exceptional experience provider, and value creation and measurement.

“Our findings indicate that the role of retail stores in the fashion sector is advancing in four main directions: accelerated evolution, importance of frontline staff, exceptional experience provider, and value creation and measurement (see Table 3).”

• AssumptionRests on an assumption: The future direction of retail CX can be projected from expert interviews conducted mainly in 2020-2021.

May combine two claims.

Participants expected integrated omnichannel operations, indicating that some considered omnichannel shopping as the newly adopted consumer behaviour during the pandemic.

“It was evident that the participants expected integrated omnichannel operations, indicating that some considered omnichannel shopping as the newly adopted consumer behaviour during the pandemic, as it was used by many.”

Probably not a substantial claim: may not pass S3 (load-bearing). May combine two claims.

American Eagle was cited as an example of a retailer with a deep understanding of its customers and a high level of channel integration.

“American Eagle was cited as an example of a retailer with a deep understanding of its customers and a high level of channel integration.”

May combine two claims.

Retail store optimisation is driven by store operation challenges including increasing running costs, applying relevant metrics, and the need for store space to be fluid.

“optimisation based on store operation challenges, such as increasing running costs, applying relevant metrics, and the need for store space to be fluid”

Probably not a substantial claim: may not pass S3 (load-bearing).

The strongly supported expression 'brand world' suggests a holistic consideration of store space within an evolving ecosystem that connects consumers and brands, as opposed to static space that can only deliver specific characteristics.

“The strongly supported expression brand world suggests a holistic consideration of store space within an evolving ecosystem that connects consumers and brands, as opposed to static space that can only deliver specific characteristics.”

• AssumptionRests on an assumption: The future direction of retail CX can be projected from expert interviews conducted mainly in 2020-2021.

Probably not a substantial claim: may not pass S3 (load-bearing).

The example of the retailer Next retaining loss-making stores highlights a broader nuance regarding the experiential value of stores to customers and retailers.

“The example of the retailer Next retaining loss-making stores (measured traditionally on profit/square foot) highlights a broader nuance regarding the experiential value of stores to customers and retailers.”

• AssumptionRests on an assumption: The future direction of retail CX can be projected from expert interviews conducted mainly in 2020-2021.

Probably not a substantial claim: may not pass S3 (load-bearing).

Behavioural responses to the retailer are somewhat evidenced in the findings/themes.

“| Behavioural | Responses to the | Some | 'You start to get this mix |”

May combine two claims.

Although some participants acknowledged that AI will increasingly inform CXM, valued human social interactions transpire in the physical context.

“Although some participants acknowledged that AI will increasingly inform CXM, valued human social interactions transpire in the physical context.”

Probably not a substantial claim: may not pass S4 (based).

Fashion customers increasingly expect phygitality in retail operations.

“Fashion customers increasingly expect phygitality in retail operations”

Probably not a substantial claim: may not pass S3 (load-bearing).

Cognitive responses to the retailer are somewhat evidenced in the findings.

“Cognitive Responses to the retailer Some 'Their senses are being delighted, but also that we're feeding their intellect and sense of humour' (P15)”

Probably not a substantial claim: may not pass S3 (load-bearing).

Emotional responses to the retailer are strongly evidenced in the findings/themes.

“| Emotional | Responses to the | Strong | 'Humans are the ones |”

Probably not a substantial claim: may not pass S3 (load-bearing). May combine two claims.

Personal responses are person, time and context specific and strongly evidenced in the findings/themes.

“| Personal | Person, time and | Strong | 'Every time that you |”

Probably not a substantial claim: may not pass S3 (load-bearing).

Social responses to the retailer are somewhat evidenced in the findings/themes.

“| Social | Responses to the | Some | 'The idea of a store not |”

Classified as probably not a substantial claim.

The definition of phygitality closely matches the expressions used by experts to describe the interplay between physical and digital retail channels.

“We find that the definition of phygitality (Batat, 2022) closely matches the expressions used by experts to describe the interplay between physical and digital retail channels (Table 4).”

• cites Batat, 2022 sourceNot checked — no full text of the source

Probably not a substantial claim: may not pass S3 (load-bearing).

Sociorelationality of connectedness is somewhat evidenced in the findings.

“Sociorelationality Connectedness Some 'I think the role of the store could be the real centre of this experience, culture and community' (P2)”

Probably not a substantial claim: may not pass S3 (load-bearing). May combine two claims.

Subjective responses are person, time and context specific and strongly evidenced in the findings/themes.

“| Subjective | Person, time and | Strong | 'Different types of |”

Probably not a substantial claim: may not pass S3 (load-bearing).

Complexity of management processes/structures is somewhat evidenced in the findings.

“Complexity Of management processes/ structures Some '[retail] is so complicated and so nuanced' (P6)”

May combine two claims.

Omnichannel operations by retailers and habitual online shopping behaviour are the post-pandemic new normal.

“Omnichannel operations by retailers and habitual online shopping behaviour are the post-pandemic new normal (Bruce et al., 2023).”

• cites Bruce et al., 2023 sourceNot checked yet

  Checked before — its earlier verdict is held back until a new check runs.

Probably not a substantial claim: may not pass S2 (checkable), S3 (load-bearing), S4 (based).

The progressive role of physical stores vis-à-vis channel proliferation is often overlooked.

“however, the progressive role of physical stores vis-à-vis channel proliferation is often overlooked.”

Probably not a substantial claim: may not pass S3 (load-bearing). May combine two claims.

Alexander and Blazquez Cano (2020) emphasised physical stores as a space for innovation where channels and customer interactions converge, and suggested that stores' roles have been redefined.

“Alexander and Blazquez Cano (2020) emphasised physical stores as a space for innovation, where channels and customer interactions converge, and suggested that the stores' roles have been redefined.”

• cites Alexander and Blazquez Cano, 2020Not matched

  Couldn’t be matched to a paper in Crossref, so it can’t be checked.

Probably not a substantial claim: may not pass S3 (load-bearing).

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).”

• cites Becker and Jaakkola, 2020 sourceNot checked — no full text of the source
• cites Roggeveen et al., 2020 sourceNot checked — no full text of the source
• cites Lemon and Verhoef, 2016 sourceNot checked — no full text of the source

Probably not a substantial claim: may not pass S3 (load-bearing).

70% of global sales still occur in physical space.

“Although the COVID-19 pandemic fostered consumer expectation for integrated online and offline retail, contemporary estimates suggest that 70% of sales (globally) still occur in physical space (Euromonitor, 2024).”

• cites Euromonitor, 2024Not matched

  Couldn’t be matched to a paper in Crossref, so it can’t be checked.

May combine two claims.

Retail technologies are pervasive enablers of store evolution and influence CX delivery in increasingly integrated retail spaces.

“Retail technologies are pervasive enablers of store evolution (Ylilehto et al., 2021) and influence CX delivery in increasingly integrated retail spaces.”

• cites Ylilehto et al., 2021 sourceNot checked yet

  Checked before — its earlier verdict is held back until a new check runs.

Probably not a substantial claim: may not pass S3 (load-bearing). May combine two claims.

As a convergence of multiple channels, physical stores become a pivotal reflection of a brand's visual identity, signalling its CX intentions.

“As a convergence of multiple channels, physical stores become a pivotal reflection of a brand's visual identity, signalling its CX intentions (Alexander and Blazquez Cano, 2020);”

• cites Alexander and Blazquez Cano, 2020Not matched

  Couldn’t be matched to a paper in Crossref, so it can’t be checked.

Probably not a substantial claim: may not pass S3 (load-bearing). May combine two claims.

Alexander and Blazquez Cano underscored slow retail based on immersive experiences and contrasted it with fast retail based on efficient experiences, anticipating an increased blending of the features and purposes of retail spaces.

“They underscored slow retail (based on immersive experiences) and contrasted it with fast retail (based on efficient experiences), anticipating an increased blending of the features and purposes of retail spaces.”

• cites Alexander and Blazquez Cano, 2020Not matched

  Couldn’t be matched to a paper in Crossref, so it can’t be checked.

Probably not a substantial claim: may not pass S3 (load-bearing).

Experiential value in physical retail space is different and unique.

“Experiential value in physical retail space is different and unique; the 'ability of the store to morph and evolve is considered a prerequisite in store design with an emphasis on flexibility, integration, and entertainment' (Alexander and Blazquez Cano, 2020:3).”

• cites Alexander and Blazquez Cano, 2020Not matched

  Couldn’t be matched to a paper in Crossref, so it can’t be checked.

Probably not a substantial claim: may not pass S3 (load-bearing).

The ability of the store to morph and evolve is a prerequisite in store design, with emphasis on flexibility, integration, and entertainment.

“the 'ability of the store to morph and evolve is considered a prerequisite in store design with an emphasis on flexibility, integration, and entertainment' (Alexander and Blazquez Cano, 2020:3).”

• cites Alexander and Blazquez Cano, 2020Not matched

  Couldn’t be matched to a paper in Crossref, so it can’t be checked.

May combine two claims.

The traditional view of physical retail lacks contemporary relevance where phygital approaches create new virtual and physical territories that blend, collide, morph, merge, and evolve, enabled by retail technology.

“however, this traditional view of physical retail lacks contemporary relevance where phygital approaches create new virtual and physical territories that blend, collide, morph, merge, and evolve, enhanced and enabled by retail technology (Alexander and Blazquez Cano, 2020;Crewe, 2013).”

• cites Alexander and Blazquez Cano, 2020Not matched

  Couldn’t be matched to a paper in Crossref, so it can’t be checked.

• cites Crewe, 2013 sourceNot checked — no full text of the source

Probably not a substantial claim: may not pass S3 (load-bearing).

Phygitality is viewed as a customer-centric approach that extends beyond purchase and channel.

“Rather, phygitality is viewed as a customer-centric approach that extends beyond purchase and channel (e.g., Batat, 2022;Bonfanti et al., 2023).”

• cites Batat, 2022 sourceNot checked — no full text of the source
• cites Bonfanti et al., 2023 sourceNot checked yet

  Checked before — its earlier verdict is held back until a new check runs.

Classified as probably not a substantial claim. May combine two claims.

The territorial perspective captures the proliferation of borders and mobilities and their fluid practices, with retail territories evolving and social space and action becoming inextricable in lived experience.

“The territorial perspective captures the proliferation of borders and mobilities (Brighenti, 2014) and their fluid practices (Lambach, 2020), with retail territories evolving, where social space and action become inextricable, as part of a person's lived experience in embodied spaces (Cohen, 2007).”

• cites Brighenti, 2014 sourceNot checked — no full text of the source
• cites Lambach, 2020 sourceNot checked — no full text of the source
• cites Cohen, 2007Not checked — no full text of the source

May combine two claims.

The findings add a temporal dimension to fluidity and a sense of adaptability and experimentation, where locale becomes the driver of nuanced brand presentation.

“Our findings add a temporal dimension to fluidity and a sense of adaptability and experimentation, where locale (Agnew, 1987) becomes the driver of nuanced brand presentation.”

• cites Agnew, 1987Not matched

  Couldn’t be matched to a paper in Crossref, so it can’t be checked.

Probably not a substantial claim: may not pass S2 (checkable).

The idea of retail territory articulates spaces as places of passage-hybrid, dynamic, and open with interconnecting flows-transcending channel convergence in the pursuit of an economic transaction.

“Conceptually embracing phygital retailing, the idea of retail territory articulates spaces as places of passage (Deleuze and Guattari, 1987)-hybrid, dynamic, and open with interconnecting flows (see Fig. 2)-transcending the idea of channel convergence in the pursuit of an economic transaction.”

• cites Deleuze and Guattari, 1987Not matched

  Couldn’t be matched to a paper in Crossref, so it can’t be checked.

Probably not a substantial claim: may not pass S3 (load-bearing). May combine two claims.

Operational delivery options should be integrated into store layouts, indicating more significant utilitarian roles for fashion stores than previously found.

“Regarding store design, it was suggested that operational delivery options should be integrated into store layouts (e.g., delivery hatches or lockers), indicating their more significant utilitarian roles for fashion stores than previously found (Alexander and Blazquez Cano, 2020).”

• cites Alexander and Blazquez Cano, 2020Not matched

  Couldn’t be matched to a paper in Crossref, so it can’t be checked.

Probably not a substantial claim: may not pass S3 (load-bearing).

The findings concur with Batat's (2022) definition of phygital as a holistic, integrated ecosystem.

“Our findings concur with Batat's (2022) definition of phygital as a holistic, integrated ecosystem.”

• cites Batat's (2022) sourceNot checked — no full text of the source

May combine two claims.

Technology continues to shape the context of ERT and related CX, with innovation creating novel spatial touchpoints.

“Technology continues to shape the context of ERT and related CX (Gauri et al., 2021), with innovation creating novel spatial touchpoints.”

• cites Gauri et al., 2021 sourceNot checked — no full text of the source

Probably not a substantial claim: may not pass S3 (load-bearing).

Phygital CX aligns a retailer's resources with those of its customers, resulting in a co-created experience.

“Perceived as a merging, holistic, and integrative multidimensional ecosystem, phygital CX aligns a retailer's resources with those of its customers, resulting in a co-created experience (Jacob et al., 2023).”

• cites Jacob et al., 2023 sourceNot checked — no full text of the source

Probably not a substantial claim: may not pass S3 (load-bearing). May combine two claims.

The interview protocol was tested in a pilot study not included in the sample, and no modifications were required.

“The protocol was tested in a pilot study that was not included in the sample, presenting an opportunity for review and revision prior to usage; no modifications were required (Alam, 2005).”

• cites Alam, 2005 sourceNot checked — no full text of the source

May combine two claims.

The conventional understanding of place as a consumption site changes with the new perspective, so place acquires broader socio-material and relational attributes.

“The conventional understanding of place as a consumption site (Kärrholm, 2012) changes with the new perspective; thus, place acquires broader socio-material and relational attributes.”

• cites Kärrholm, 2012Not matched

  Couldn’t be matched to a paper in Crossref, so it can’t be checked.

Probably not a substantial claim: may not pass S3 (load-bearing).

Transcripts were returned to participants for data verification and enhancement of the construct validity of the research.

“Transcripts were returned to participants for data verification and enhancement of the construct validity of the research (Alam, 2005).”

• cites Alam, 2005 sourceNot checked — no full text of the source

Probably not a substantial claim: may not pass S3 (load-bearing).

Contextual grounding is ensured through descriptions and quotes from interviews, emphasising informants' viewpoints while minimising researcher interpretation bias.

“Contextual grounding is ensured through descriptions and quotes from interviews, emphasising informants' viewpoints while minimising researcher interpretation bias.”

Classified as probably not a substantial claim.

Alexander (2024) characterises ERT using terms including multiplicity, complexity, temporality, socio-relationality, intersectionality, non-linearity, liminality, dematerialised, customised, co-created, cognitive, affective, emotional, behavioural, social, personal, and subjective.

“Alexander (2024) characterises ERT using the following terms: multiplicity, complexity, temporality, socio-relationality, intersectionality, non-linearity, liminality, dematerialised, customised, co-created, cognitive, affective, emotional, behavioural, social, personal, and subjective (see Fig. 3), while considering the notion of interior, intermediary, exterior, and annexed milieus (Deleuze and”

• cites Alexander, 2024Not matched

  Couldn’t be matched to a paper in Crossref, so it can’t be checked.

Classified as probably not a substantial claim. May combine two claims.

The systematic process ensured data adequacy for theoretical development and demonstrated content validity.

“This systematic process ensured data adequacy for theoretical development and demonstrated content validity (Hennink and Kaiser, 2022).”

• cites Hennink and Kaiser, 2022 sourceNot checked yet

  Not checked in the free run.

May combine two claims.

Store staff are expected to be brand ambassadors, empowered, and able to deliver the highest level of service (including clienteling), making greater contributions to stores than the literature suggests.

“Store staff are expected to be brand ambassadors, empowered, and able to deliver the highest level of service (including clienteling), making greater contributions to stores than the literature suggests.”

May combine two claims.

The foundations of value creation in retail space arguably remain constant, simultaneously satisfying utilitarian and hedonic shopping value while delivering immersive or convenient experiences.

“However, the foundations of value creation in retail space arguably remain constant (Babin et al., 2021), simultaneously satisfying utilitarian and hedonic shopping value while delivering immersive or convenient experiences (Alexander and Blazquez Cano, 2020;Gauri et al., 2021).”

• cites Babin et al., 2021 sourceNot checked — no full text of the source
• cites Alexander and Blazquez Cano, 2020Not matched

  Couldn’t be matched to a paper in Crossref, so it can’t be checked.

• cites Gauri et al., 2021 sourceNot checked — no full text of the source

Probably not a substantial claim: may not pass S3 (load-bearing). May combine two claims.

Procedural transparency is evidenced by the consistent application of the interview protocol, accurate interview transcriptions that were member-checked, and objective coding of transcript contents.

“Procedural transparency is evidenced by the consistent application of the interview protocol, accurate interview transcriptions, which were member-checked, and objective coding of transcript contents, thereby improving its trustworthiness, rigor, and potential replicability (Pratt et al., 2020).”

• cites Pratt et al., 2020Not matched

  Couldn’t be matched to a paper in Crossref, so it can’t be checked.

Classified as probably not a substantial claim.

The evolution of retailing beyond omnichannel is conceived by Alexander (2024) as ERT.

“The evolution of retailing beyond omnichannel is conceived by Alexander (2024) as ERT, aligning with recent recognition that phygitality transcends omnichannel management and requires retailers to extend beyond bounded channel logic to fully realise the potential of phygitality for CXM (Batat, 2022;Klaus, 2021).”

• cites Alexander, 2024Not matched

  Couldn’t be matched to a paper in Crossref, so it can’t be checked.

Classified as probably not a substantial claim. May combine two claims.

Territory has both expressive and functional components, formed by human and institutional relations, where boundaries become enactments, reinforcements, interpretations, and negotiations.

“It has both expressive and functional components, formed by human and institutional relations, where the boundaries of territory become a series of enactments, reinforcements, interpretations, and negotiations (Brighenti, 2010).”

• cites Brighenti, 2010 sourceNot checked — no full text of the source

May combine two claims.

The findings concur with Alexander and Blazquez Cano's (2020) channel integration theme but go further as it is now an expectation, with phygitality as the conceptual progression from omnichannel.

“This concurs with Alexander and Blazquez Cano's (2020) channel integration theme but goes further as it is now an expectation, with phygitality as the conceptual progression from omnichannel (Batat, 2022;Bonfanti et al., 2023;Klaus, 2021).”

• cites Alexander and Blazquez Cano's (2020)Not matched

  Couldn’t be matched to a paper in Crossref, so it can’t be checked.

• cites Batat, 2022 sourceNot checked — no full text of the source
• cites Bonfanti et al., 2023 sourceNot checked yet

  Checked before — its earlier verdict is held back until a new check runs.

Probably not a substantial claim: may not pass S3 (load-bearing).

To ensure validity, transcripts were systematically read and analysed by both authors, who coded the data independently.

“To ensure validity, transcripts were systematically read and analysed by both authors, who coded the data independently (Richards, 2005).”

• cites Richards, 2005Not matched

  Couldn’t be matched to a paper in Crossref, so it can’t be checked.

May combine two claims.

The physical territory becomes an experience-based hub, connecting touchpoints, facilitating seamless integration, CX, and value creation, and challenging the locus of retailers' value proposition, creation, and delivery.

“Therefore, the physical territory becomes an experience-based hub, connecting touchpoints, facilitating seamless integration, CX, and value creation, and challenging the locus of retailers' value proposition, creation, and delivery (Alexander and Kent, 2022;Jocevski, 2020).”

• cites Alexander and Kent, 2022Not matched

  Couldn’t be matched to a paper in Crossref, so it can’t be checked.

• cites Jocevski, 2020 sourceNot checked — no full text of the source

Probably not a substantial claim: may not pass S3 (load-bearing). May combine two claims.

An interview protocol was used to ensure consistency in the succeeding data analysis and improve the reliability of the results.

“An interview protocol was used to ensure consistency in the succeeding data analysis and improve the reliability of the results (Alam, 2005).”

• cites Alam, 2005 sourceNot checked — no full text of the source

Probably not a substantial claim: may not pass S3 (load-bearing). May combine two claims.

The role of physical stores is less purely transactional and more about providing a touchpoint between consumers and products and building the brand narrative through services and experiences.

“Today, 'the role of physical stores is less purely transactional and more about providing a touchpoint between consumers and products and building the brand narrative through services and experiences' (Euromonitor, 2023: 44).”

• cites Euromonitor, 2023Not matched

  Couldn’t be matched to a paper in Crossref, so it can’t be checked.

May combine two claims.

Retail territories emerge at the intersection of digital, physical, and social realms, facilitated by technologies such as AR/VR, AI, and the Internet of Things.

“Retail territories emerge at the intersection of digital, physical, and social realms (Alexander, 2024;Bolton et al., 2018), where new possibilities emerge, facilitated by technologies such as augmented and virtual reality (AR/VR), AI, and the Internet of Things (Calvo et al., 2023;Ylilehto et al., 2021).”

• cites Alexander, 2024Not matched

  Couldn’t be matched to a paper in Crossref, so it can’t be checked.

• cites Bolton et al., 2018 sourceNot checked — no full text of the source
• cites Calvo et al., 2023 sourceNot checked — no full text of the source

May combine two claims.

Although the findings reflect Alexander and Blazquez Cano (2020) regarding the importance of social and human interaction within CX, increased emphasis was placed on the opportunity for stores to create exceptional experiences beyond those possible online.

“Although our findings reflect those of Alexander and Blazquez Cano (2020) regarding the importance of social and human interaction within CX, increased emphasis was placed on the opportunity for stores to create exceptional experiences beyond those possible online”

• cites Alexander and Blazquez Cano (2020)Not matched

  Couldn’t be matched to a paper in Crossref, so it can’t be checked.

Classified as probably not a substantial claim.

Territory is not an absolute concept but is better conceived as an act or practice rather than an object or physical space.

“For example, Brighenti (2010:53) argues that territory is 'not an absolute concept but is better conceived as an act or practice rather than an object or physical space'.”

• cites Brighenti, 2010 sourceNot checked — no full text of the source

Probably not a substantial claim: may not pass S3 (load-bearing).

Conceptual transferability to a delimited set of contexts is demonstrated, strengthening the credibility of the study.

“Finally, while qualitative research is not intended to be generalised, as its value is in generating in-depth, subjective insights that build theory (Crick, 2021), we propose that conceptual transferability to a delimited set of contexts is demonstrated, thereby strengthening the credibility of our study.”

• cites Crick, 2021 sourceNot checked — no full text of the source

May combine two claims.

The study's results align closely with Alexander and Blazquez Cano's (2020) theme of shifting from scalability to appropriateness and Cheetham et al.'s (2018) vision of kaleidoscope place with a detachment from physicality.

“Our results align closely with Alexander and Blazquez Cano's (2020:5) theme of 'shifting from scalability to appropriateness' and Cheetham et al.'s (2018) vision of kaleidoscope place with a detachment from physicality (Gieryn, 2000).”

• cites Alexander and Blazquez Cano's (2020:5)Not matched

  Couldn’t be matched to a paper in Crossref, so it can’t be checked.

• cites Cheetham et al.'s (2018) sourceNot checked yet

  Checked before — its earlier verdict is held back until a new check runs.

• cites Gieryn, 2000 sourceNot checked — no full text of the source

Probably not a substantial claim: may not pass S3 (load-bearing).

The advancement of artificial intelligence is paving the way for more empathetic and personalised customer journey experiences.

“Moreover, the advancement of artificial intelligence (AI) is paving the way for more empathetic and personalised customer journey experiences (Alexander, 2024).”

• cites Alexander, 2024Not matched

  Couldn’t be matched to a paper in Crossref, so it can’t be checked.

May combine two claims.

Stores play a central role in a customer's journey, resulting in the enhancement of the brand-consumer relationship rather than the necessity of purchase.

“Therefore, stores play a central role in a customer's journey (Jacob et al., 2023), resulting in the enhancement of the brand-consumer relationship rather than the necessity of purchase (Pine, 2023).”

• cites Jacob et al., 2023 sourceNot checked — no full text of the source
• cites Pine, 2023 sourceNot checked — no full text of the source

• AssumptionRests on an assumption: The future direction of retail CX can be projected from expert interviews conducted mainly in 2020-2021.

Probably not a substantial claim: may not pass S3 (load-bearing). May combine two claims.

The qualitative nature of the research presents a trade-off between small sample size and generalisability of results, yet the range of expertise within the informant sample, the quality of the literature, the richness of the data acquired, and the procedures undertaken ensure the credibility, dependability, and confirmability of the findings and conclusions.

“The qualitative nature of research presents a trade-off between small sample size and the generalisability of results, yet the range of expertise within the informant sample, the quality of the literature, the richness of the data acquired, and the procedures undertaken ensure the credibility, dependability, and confirmability of the findings and conclusions.”

Classified as probably not a substantial claim.

This study provides an opportunity to gain a holistic understanding of CX evolution in the physical fashion retail setting by applying the ERT construct to reflect CX progression and anticipate its future development.

“This study provides an opportunity to gain a holistic understanding of CX evolution in the physical fashion retail setting by applying the ERT construct (Alexander, 2024) to reflect CX progression and anticipate its future development.”

• cites Alexander, 2024Not matched

  Couldn’t be matched to a paper in Crossref, so it can’t be checked.

May combine two claims.

In ERT, although physical space provides significant customer experiential value through emotional engagement, value cannot be created nor measured using the prevailing 'floor space equals sales' mentality.

“We find that in ERT, although physical space provides significant customer experiential value through emotional engagement, value cannot be created nor measured using the prevailing 'floor space equals sales' mentality.”

May combine two claims.

This research contributes to territorology and place scholarship more broadly as one of the few studies applying the territory concept to retailing and the only known study to do so within a fashion context.

“Finally, this research contributes to territorology and place scholarship more broadly (Brighenti, 2010(Brighenti, , 2014;;Kärrholm, 2012) as one of the few studies applying the territory concept to retailing (Warnaby, 2018) and the only known study to do so within a fashion context.”

• cites Brighenti, 2010 sourceNot checked — no full text of the source
• cites Kärrholm, 2012Not matched

  Couldn’t be matched to a paper in Crossref, so it can’t be checked.

• cites Warnaby, 2018 sourceNot checked yet

  Checked before — its earlier verdict is held back until a new check runs.

Probably not a substantial claim: may not pass S2 (checkable), S4 (based).

Expectations of integrated CX and omnichannel operations must be met through human-centred and emotionally rich experiences co-created in meaningful interactive spaces by empowered frontline staff.

“Expectations of integrated CX and omnichannel operations must be met through human-centred and emotionally rich experiences co-created in meaningful interactive spaces by empowered frontline staff.”

Probably not a substantial claim: may not pass S3 (load-bearing). May combine two claims.

The intermediary milieu can be connected to social and community relationships, becoming a new reimagining of retail and embracing the process of permeating space with meaning and experience to extend beyond physical confines and to other areas of connectivity.

“The intermediary milieu can be connected to social and community relationships, becoming a new reimagining of retail and embracing the process of permeating space with meaning and experience to extend beyond physical confines and to other areas of connectivity (Alexander, 2024;Cresswell, 2015).”

• cites Alexander, 2024Not matched

  Couldn’t be matched to a paper in Crossref, so it can’t be checked.

• cites Cresswell, 2015Not matched

  Couldn’t be matched to a paper in Crossref, so it can’t be checked.

Classified as probably not a substantial claim.

Theoretically, this study responds to scholarly calls for further research on CX within different contexts, especially offline settings, to assess the importance of physical space within evolving retail for CX value creation.

“Theoretically, this study makes the following contributions: it responds to scholarly calls for further research on CX within different contexts, especially offline settings, to assess the importance of physical space within evolving retail for CX value creation (Babin et al., 2021;Bruce et al., 2023;Klaus and Kuppelwieser, 2023).”

• cites Babin et al., 2021 sourceNot checked — no full text of the source
• cites Bruce et al., 2023 sourceNot checked yet

  Checked before — its earlier verdict is held back until a new check runs.

• cites Klaus and Kuppelwieser, 2023Not matched

  Couldn’t be matched to a paper in Crossref, so it can’t be checked.

May combine two claims.

ERT more closely conceptualises the non-static and fluid nature of retail space across physical and digital realms, with retail pace being dictated by the customer.

“Meanwhile, ERT more closely conceptualises the non-static and fluid nature of retail space across physical and digital realms, with retail pace being dictated by the customer.”

Probably not a substantial claim: may not pass S3 (load-bearing).

Practitioner-oriented approaches and qualitative research designs provide rare and nuanced insights into the rich complexity of CX in fashion retail.

“Practitioner-oriented approaches and qualitative research designs provide rare and nuanced insights into the rich complexity of CX in fashion retail (Bruce et al., 2023;Petrescu and Lauer, 2017).”

• cites Bruce et al., 2023 sourceNot checked yet

  Checked before — its earlier verdict is held back until a new check runs.

• cites Petrescu and Lauer, 2017 sourceNot checked yet

  Checked before — its earlier verdict is held back until a new check runs.

Classified as probably not a substantial claim.

This study extends the existing literature on the progressive role of physical stores within phygitality by introducing a territorological perspective as a novel lens to reassess future retailing.

“This study extends the existing literature on the progressive role of physical stores within phygitality by introducing a territorological perspective as a novel lens to reassess future retailing.”

Probably not a substantial claim: may not pass S2 (checkable), S4 (based).

Moving between milieus transcends the notion of a customer journey.

“Moving between milieus transcends the notion of a customer journey.”

Classified as probably not a substantial claim. May combine two claims.

The exterior milieu represents localised space with service delivery connections to the stores' locale, while the annexed milieu represents a retail brand's phygitality, combining the materiality of the store with a wider, virtual operation in online retail space(s).

“The exterior milieu represents localised space with service delivery connections to the stores' locale, while the annexed milieu represents a retail brand's phygitality, combining the materiality of the store with a wider, virtual operation in online retail space(s) (Alexander, 2024).”

• cites Alexander, 2024Not matched

  Couldn’t be matched to a paper in Crossref, so it can’t be checked.

May combine two claims.

The evolution of physical space and curated experiences reflects the interplay between online and offline channels, the complementary role played by stores in the phygital context, and the opportunities for synergies across milieus with ERTs.

“The evolution of physical space and curated experiences (Cresswell, 2015) reflects the interplay between online and offline channels, the complementary role played by stores in the phygital context, and the opportunities for synergies across milieus with ERTs.”

• cites Cresswell, 2015Not matched

  Couldn’t be matched to a paper in Crossref, so it can’t be checked.

Probably not a substantial claim: may not pass S2 (checkable), S3 (load-bearing).

The interior milieu constitutes the materialised and inclusive brand world concept.

“The interior milieu constitutes the materialised and inclusive brand world concept.”

Classified as probably not a substantial claim.

Physical spaces in various shapes and sizes are combined to form experience-based territory that connects the various touchpoints and facilitates seamless integration, CX, and value creation.

“Physical spaces in various shapes and sizes are combined to form experience-based territory that 'connects the various touchpoints and facilitates seamless integration, CX, and value creation' (Alexander, 2024:48).”

• cites Alexander, 2024:48Not matched

  Couldn’t be matched to a paper in Crossref, so it can’t be checked.

Probably not a substantial claim: may not pass S2 (checkable), S3 (load-bearing).

Incorporating AI with nuanced human emotional intelligence creates something unique, which is released from the end result of a financial transaction.

“Incorporating AI with nuanced human emotional intelligence creates something unique, which is released from the end result of a financial transaction.”

Classified as probably not a substantial claim.

According to Alexander's (2024) theory, the fluidity, openness, mobility, and porosity of boundaries are at the heart of ERT.

“According to Alexander's (2024) theory, the fluidity, openness, mobility, and porosity of boundaries are at the heart of ERT.”

• cites Alexander's (2024)Not matched

  Couldn’t be matched to a paper in Crossref, so it can’t be checked.

Probably not a substantial claim: may not pass S2 (checkable). May combine two claims.

Omnichannel becomes the operational base in a multiplicity of interconnecting channels whereupon ERT characteristics are layered to create localised and fluid brand worlds, where brand ambassadors help to create exceptional experiences, individualised or through sociality, using empathy and/or digital enhancement.

“Omnichannel becomes the operational base in a multiplicity of interconnecting channels whereupon ERT characteristics (Table 5) are layered to create localised and fluid brand worlds, where brand ambassadors help to create exceptional experiences, individualised or through sociality, using empathy and/or digital enhancement.”

May combine two claims.

The findings suggest that Alexander and Blazquez Cano's (2020) 'digital zone space' is superseded by phygitality and embraced as a continuous experience through online and offline, with the store reconfigured to a 'multifunctional hybrid place to satisfy shopper plurality'.

“our findings suggest that their 'digital zone space' is superseded by phygitality and embraced as a continuous experience through online and offline, with the store reconfigured to a 'multifunctional hybrid place to satisfy shopper plurality' (Alexander, 2024:51).”

• cites Alexander and Blazquez Cano's (2020)Not matched

  Couldn’t be matched to a paper in Crossref, so it can’t be checked.

• cites Alexander, 2024:51Not matched

  Couldn’t be matched to a paper in Crossref, so it can’t be checked.

Probably not a substantial claim: may not pass S2 (checkable), S3 (load-bearing), S4 (based). May combine two claims.

Evaluating the contribution of physical space within an experiential territory is an urgent research challenge, given the burden of a large physical footprint legacy shouldered by well-known fashion retailers and the rising costs associated with desirable physical retail space.

“Evaluating the contribution of physical space within an experiential territory is an urgent research challenge, given the burden of a large physical footprint legacy shouldered by wellknown fashion retailers and the rising costs associated with desirable physical retail space.”

Classified as probably not a substantial claim. May combine two claims.

The study supports the view that phygitality transcends omnichannel management in the blurring of territorial boundaries, providing co-created CX synergy for both consumers and retail brands in territories as places of passage.

“Furthermore, our study supports the view that phygitality transcends omnichannel management in the blurring of territorial boundaries, providing co-created CX synergy for both consumers and retail brands in territories as places of passage.”

Probably not a substantial claim: may not pass S2 (checkable). May combine two claims.

Exceptional experiences in stores provide memory-creating value, which may lead to brand preference and loyalty within an integrated channel ecosystem, rather than being delimited to the physical store itself.

“Exceptional experiences in stores provide memory-creating value, which may lead to brand preference and loyalty within an integrated channel ecosystem, rather than delimited to the physical store itself”

Probably not a substantial claim: may not pass S2 (checkable), S3 (load-bearing), S4 (based).

Adopting the retail territory concept as a CXM framework leads to untethered thinking regarding points of brand presence within the milieus.

“Adopting the retail territory concept as a CXM framework leads to untethered thinking regarding points of brand presence within the milieus (see Table 6).”

Probably not a substantial claim: may not pass S2 (checkable), S4 (based).

The future of retail must include brands and consumer communities co-creating exceptional experiences within ERT milieus, including physical (interior) space where value is understood rather than measured.

“The future of retail must include brands and consumer communities co-creating exceptional experiences within ERT milieus, including physical (interior) space where value is understood rather than measured.”

Probably not a substantial claim: may not pass S2 (checkable), S4 (based). May combine two claims.

Although retail technology generates experiences within the customer journey, an ERT mentality allows retailers to resist the pull of transactions being the goal of CX.

“Although retail technology generates experiences within the customer journey, an ERT mentality allows retailers to resist the pull of transactions being the goal of CX.”

Probably not a substantial claim: may not pass S4 (based). May combine two claims.

Technology applications help physical space to be productive, space portfolios to be optimised, and experiences to be personalised or augmented via immersion.

“Technology applications help physical space to be productive, space portfolios to be optimised, and experiences to be personalised or augmented via immersion.”