Communication and promotion decisions are a fundamental part of retailer customer
experience management strategy. In this review paper, we address two key questions from a …

In this paper, the authors review current literature on retail formats and propose a new
customer-centric framework for retailers to focus on as they continue to innovate and evolve …

Retailers, such as Starbucks and Victoria's Secret, aim to provide customers a great
experience across channels. In this paper we provide an overview of the existing literature …

Purpose Environmental changes, specifically the economic crisis and the growing
penetration of digital technologies, have produced significant changes in shopping habits …

It is of utmost importance for marketing academics and service industry practitioners to
understand the factors that influence customer satisfaction. This study proposes a novel …

I estimate demand for auto insurance in the presence of two types of market frictions: search
and switching costs. I develop an integrated utility‐maximizing model in which consumers …

In today's competitive price environment, customers are more sensitive to store price image
as a driver of the decision of where to buy. This paper addresses the impact of store price …

Purpose The purpose of this paper is to develop a comprehensive model of impulse-buying
that considers the impact of mobile device use on shopping behaviour as a tool for shopping …

Prices for grocery items differ across stores and time because of promotion periods.
Consumers therefore have an incentive to search for the lowest prices. However, when a …

Sales promotions are a marketing tool for manufacturers as well as for retailers.
Manufacturers use them to increase sales to retailers (trade promotions) and consumers …