Inspiration, interaction, efficiency and simplicity: 4 values that can be mobilized in store to improve the customer experience

Inspiration, interaction, efficience et simplicité: 4 valeurs mobilisables en magasin pour améliorer l'expérience client

Blandine Anteblian () and Sandrine Cadenat ()
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Blandine Anteblian: CREGO - Centre de Recherche en Gestion des Organisations - Université de Haute-Alsace (UHA) - Université de Haute-Alsace (UHA) Mulhouse - Colmar - UB - Université de Bourgogne - UBFC - Université Bourgogne Franche-Comté [COMUE] - UFC - Université de Franche-Comté - UBFC - Université Bourgogne Franche-Comté [COMUE]
Sandrine Cadenat: IRG - Institut de Recherche en Gestion - UPEC UP12 - Université Paris-Est Créteil Val-de-Marne - Paris 12 - Université Gustave Eiffel

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Abstract: The development of e-commerce is both a source of unprecedented competition for physical stores but also an opportunity to think about their commercial proposition. Creating a unique and memorable experience for their customers has become the major challenge for retailers today. Based on a literature review and customer interviews, this paper suggests four major values of shopping experience -simplicity, efficiency, inspiration and interaction -and their variations. Implications and guidelines are address to retailers willing to develop easily their experience offer.

Keywords: Experience; Shopping value; Motivations; Customer participation; Expérience; Valeur de magasinage; Participation client (search for similar items in EconPapers)
Date: 2020-10-14
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Published in 23ème Colloque International Etienne Thil, Association Etienne Thil, Oct 2020, Paris, France

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-03472532

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