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Please use this identifier to cite or link to this item: http://hdl.handle.net/1942/14962

Title: A holistic framework for conceptualizing customer experiences in retail environments
Authors: Petermans, Ann
Van Cleempoel, Koenraad
Janssens, Wim
Issue Date: 2013
Citation: International Journal of Design, 7(2), 1-18
Abstract: Despite retailers' and designers' recognition of customer experience in retail practice today, a literature review on customer experiences revealed a lack of conceptualization of the phenomenon as such. Moreover, holistically inspired research on customer experiences in retail environments seems to be truly scarce. To compensate for these gaps, the authors firstly conceptualize customer experiences in retail environments through a literature review, and secondly, study customer experiences with the help of ethnographic interviews with retailers, designers and customers. The research results provide insight into what the different aspects of the theoretical conceptualization of customer experience connote for the interviewees.
Notes: Reprint Address: Petermans, A (reprint author) - Hasselt Univ, Fac Architecture & Arts, Diepenbeek, Belgium. E-mail Addresses:ann.petermans@uhasselt.be
URI: http://hdl.handle.net/1942/14962
Link to publication: http://ijdesign.org/ojs/index.php/IJDesign/article/view/1185/576
ISI #: 000323949200001
ISSN: 1991-3761
Category: A1
Type: Journal Contribution
Validation: ecoom, 2014
Appears in Collections: Research publications

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