The Service Encounter in Retail Stores of Today - a Different Moment of Truth?
The interaction between the customer and the service provider is often described to have a significant influence on whether the customer regards a service encounter a positive or negative experience (e.g., Gronroos, 2000). However, our knowledge on how to induce the experiences sought by customers in various service encounters is scarce. Using the Critical incident technique (e.g., Flanagan, 1954; Bitner et al., 1994), this paper intends to develop our knowledge on what sort of experiences customers of today look for during the service encounter in retail stores, as well as how the physical surroundings contribute in the inducement of these experiences.
Kristina Backstrom and Ulf Johansson (2005) ,"The Service Encounter in Retail Stores of Today - a Different Moment of Truth?", in E - European Advances in Consumer Research Volume 7, eds. Karin M. Ekstrom and Helene Brembeck, Goteborg, Sweden : Association for Consumer Research.
Kristina Backstrom, Phd student
Ulf Johansson, Associate professor
E - European Advances in Consumer Research Volume 7 | 2005
Inside Out: Product Essence is Perceived to be Concentrated in the Center of a Group of Products
Kunter Gunasti, Washington State University, USA
Noah VanBergen, University of Cincinnati, USA
Caglar Irmak, University of Miami, USA
Machine Talk: How Conversational Chatbots Promote Brand Intimacy and Influence Consumer Choice
Thomas Hilden, University of Geneva, Switzerland
Christian Hildebrand, University of Geneva, Switzerland
Gerald Häubl, University of Alberta, Canada
M9. Exploring Historical Nostalgia and its Relevance to Consumer Research
Matthew Farmer, University of Arizona, USA
Caleb Warren, University of Arizona, USA