A Holistic Framework for Conceptualizing Customer Experiences in Retail Environments

@inproceedings{Petermans2013AHF,
  title={A Holistic Framework for Conceptualizing Customer Experiences in Retail Environments},
  author={Ann Petermans and Wim Janssens and Koenraad Van Cleempoel},
  year={2013}
}
  • Ann Petermans, Wim Janssens, Koenraad Van Cleempoel
  • Published 2013
Competing in today’s global economy is becoming increasingly difficult. As customers often perceive products and services as homogeneous, retailers and designers try to differentiate themselves from competitors by directing the retail design of retail environments toward triggering memorable customer experiences, a process in which multiple tangible and intangible stimuli can interact (Carù & Cova, 2003, 2007a; Healy, Beverland, Oppewal, & Sands, 2007; Klingmann, 2008). Despite the growing… CONTINUE READING