Narrow Results

The continuous adoption of environmental sensitive strategies in the context of strategic marketing planning along with the wide diffusion of omnichannel business practices raised challenging research issues towards shedding more light on the mechanics through which such business attempts affect consumer behavior. In parallel, the growing academics’ and practitioners’ interest on measuring the overall customer experience across channels fuel the research need to investigate how customer experience is affected in the context of a continuously evolving business landscape. To this end, this study attempts to conceptualize the effects of green strategies on customer experience in the context of omnichannel retailing though the development of an interdisciplinary conceptual model positioned in the fields of Marketing and Electronic Commerce. For that purpose, the study thoroughly reviews the relevant literature and formulates direct research questions supported by theoretical insights and evolving business practices which are reflected on the interrelationships of the derived conceptual model. This paper provides direct implications for research, as well as some straightforward managerial implications.

This study explores the short- and long-term expectations about adoption of conversational agents in the organizational frontline. Drawing from in-depth interviews with managers and developers in organizations that have implemented these agents, it sheds light on how the deployment of and collaboration with technology-based autonomous agents influences service activities, and expectations of changes in organizational processes. The interviews revealed that implementations are done on a rather iterative and experimental basis, often balancing the current limits of technology while aiming at improved efficiency, augmenting the work of frontline employees, and meeting the ever-growing demands from consumers.

Customer need identification has always been an important aspect of any business, e-commerce is no exception. Multiple factors affect customer’s expectations from an e-commerce platform, right from the time a customer logs in till s/he completes the purchase.

Pricing has always remained the major factor in customers’ buying decisions. E-commerce platforms have largely attracted customers with their pricing models.

Product quality along with the convenience of purchase has remained a top priority for a consumer. Like a physical store, a customer expects a wide variety of options to make informed decisions while making an online purchase. Major innovations such as mobile shopping, voice commerce, social listening, personalization, digital twin, AR and VR based shopping experience fulfill the changing needs of the customer. This study explores the above mentioned innovations with their associations with the customer needs and their effects of modifying customer behavior.