We found a match
Your institution may have access to this item. Find your institution then sign in to continue.
- Title
CUSTOMER EXPERIENCE MANAGEMENT AND STORE LOYALTY IN CORPORATE RETAILING - WITH SPECIAL REFERENCE TO "SONY WORLD".
- Authors
Sathish, A. S.; Venkatesakumar, Ramakrishnan
- Abstract
The recent trend in the marketing practices is to create engaging and long-lasting shopping experiences for the customers. To understand the Customer Experiences in the services context, this study is conducted with the customers, who visited the store. This study aims to understand the Customer Experience in branded chain stores with reference to Sony World outlets in Chennai, and an approach to develop a conceptual framework for Customer Experience Management and an instrument to measure the same. PLS Method is used to test a model on customer experience. A conceptual framework for Customer Experience Management was developed and an instrument to measure Customer Experience management (CEM) is evolved in the context of customer's electronic store experience. The study provides an insight for Customer Experience. The findings will help Organized Retail Business managers to design a framework that will enhance the shopping experience and satisfaction from the store visits.
- Publication
Annamalai International Journal of Business Studies & Research, 2011, Vol 3, Issue 1, p67
- ISSN
0975-749X
- Publication type
Academic Journal