The circular economy (CE) has emerged as a sustainable alternative to the linear model of
production and consumption of products and services. Consumers are key actors in the …

The emergence of omnichannel retailing has revolutionized the way traditional e‐commerce
business operates, subsequently bringing fundamental changes to consumer expectations …

The purpose of this paper is to analyse customer experience (CX) in the fintech sector.
Fintech is a dynamic and innovative field that fully benefits from advances in information and …

This study investigates the impact of customer relationship management (CRM) and
company reputation on customer loyalty with customer satisfaction mediating the relation …

Customer journey has become an increasingly important concept to understand complex
customer behaviours and get insights into their experiences. While the term has been used …

Retailer mobile applications are one of the principal retail purchase and information search
channels. Customer experience is key to retail app success. However, its dimensions and …

This paper provides a framework for conceptualizing omnichannel integration as a
continuum, identifies phenomena that determine how firms should position along that …

The fast-paced growth of e-commerce is rapidly changing consumers' shopping habits and
shaping the future of the retail industry. While online retailing has allowed companies to …

Abstract Business-to-business (B2B) customer interactions and customer journeys
increasingly occur in digital spaces, often aided with diverse digital and artificial intelligence …

Whilst M-commerce is having a major influence in the way businesses and consumers
interact, mobile shopping service quality (MS-SQ) has been understudied in the literature …