Customer experience management in retailing: Understanding the buying process

Abstract Retailers recognize that greater understanding of customers can enhance customer satisfaction and retail performance. This article seeks to enrich this understanding by providing an overview of existing consumer behavior literature and suggesting that specific elements of consumer behavior-goals, schema, information processing, memory, involvement, attitudes, affective processing, atmospherics, and consumer attributions and choices-play important roles during various stages of the consumer decision process. The authors suggest ways in which retailers can leverage this understanding of consumer behavior. Each of these conceptual areas also offers avenues for further research. © 2008 New York University. Published by Elsevier Inc. All rights reserved. Keywords: Consumer behavior; Postpurchase; Goals; Information search; Retail environment; Attribution theory; Attitudes; Affect and mood; Involvement; Attitudes; Decision process The importance of understanding consumer behavior has never been more important to retailers. Whereas consumer research once was a task left to manufacturers of consumer packaged goods, retailers have embraced this responsibility, spending millions of dollars to research, understand, and influence consumer behavior. As we outline, academic research confirms the importance of such practices and we summarize the results of those efforts. Further, this paper develops an ongoing consumer research agenda that provides the authors' views as to the most important consumer issues worthy of retailers' attention. As theoretical work in consumer behavior becomes more refined, retailing must keep pace and remain vigilant in the pur- * Corresponding author. Tel.: +1 617 373 4812

—Why Does Poor Service Prevail?

No abstract available.service models, service failure, customer satisfaction, switching costs

Compromising the compromise effect: Brands matter

Choice, Context effects, Compromise effects, Brand familiarity,