Blar i Handelshøyskolen BI på emneord "Retailing"
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Customer Deviance: A Framework, Prevention Strategies, and Opportunities for Future Research
(Journal article; Peer reviewed, 2020)The phrase the “customer is always right” assumes that customers provide universal benefits for firms. However, in recent years, customer deviance is on the rise and the academic literature has provided little insight into ... -
Evaluating store location and department composition based on spatial heterogeneity in sales potential
(Peer reviewed; Journal article, 2023)In this paper, we extend a retail location evaluation model with the possibility to include the effect of department size adaptation at the store level. We relate department-level store sales to a store's competitive and ... -
How customer experience management reconciles strategy differences between East and West
(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 ...