Browsing BI Open by Author "Tarasi, Crina"
Now showing items 1-3 of 3
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DESIGNING SATISFYING SERVICE ENCOUNTERS: WEBSITE VERSUS STORE TOUCHPOINTS
Bolton, Ruth; Gustafsson, Anders; Tarasi, Crina; Witell, Lars (Journal article; Peer reviewed, 2021)This study investigated how touchpoints moderate the antecedents of customer satisfaction with service encounters by comparing online and in-store encounters. Construal level theory was used within the Touchpoint, Context, ... -
How customer experience management reconciles strategy differences between East and West
Bolton, Ruth N.; Gustafsson, Anders; Tarasi, Crina; Witell, Lars (Journal article; Peer reviewed, 2021)This paper studies how customers of a global firm evaluate their experiences within and across 44 countries. It focuses on customers’ emotional, cognitive, sensory and behavioral responses to the catalog experience. It ... -
Managing a Global Retail Brand in Different Markets: Meta-Analyses of Customer Responses to Service Encounters
Tarasi, Crina; Bolton, Ruth N.; Gustafsson, Anders; Witell, Lars (Journal article; Peer reviewed, 2021)This study investigates how retailers can leverage their brand to shape customers’ satisfaction with service encounters. It develops and tests hypotheses about how brand, store, and consumer factors moderate customer ...