The impact of “e-atmospherics” on physical stores

Poncin, Ingrid; Mimoun, Mohammed Slim Ben

doi:10.1016/j.jretconser.2014.02.013

Cited by 208 publications

(203 citation statements)

References 67 publications

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“…For example, Childers et al (2001) demonstrate that customers assess both the usefulness and enjoyment of an online grocery shopping service. Recent studies suggest that the use of AR in a retail context enhances customer perceptions of both these value dimensions in the holistic shopping experience (e.g., Poncin and Mimoun 2014). The ability of AR to let customers virtually try on (i.e., environmentally embed) online offerings provides enhanced information (Poushneh and Vasquez-Parraga 2017) and a visually appealing experience (Huang and Liao 2015); it relieves customers of the mental burden of imagining how, for example, a pair of sunglasses would look when worn.…”

Section: Hypotheses Developmentmentioning

confidence: 99%

Augmenting the eye of the beholder: exploring the strategic potential of augmented reality to enhance online service experiences

Hilken

Ruyter

Chylinski

et al. 2017

J. of the Acad. Mark. Sci.

383

549

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Driven by the proliferation of augmented reality (AR) technologies, many firms are pursuing a strategy of service augmentation to enhance customers' online service experiences. Drawing on situated cognition theory, the authors show that AR-based service augmentation enhances customer value perceptions by simultaneously providing simulated physical control and environmental embedding. The resulting authentic situated experience, manifested in a feeling of spatial presence, functions as a mediator and also predicts customer decision comfort. Furthermore, the effect of spatial presence on utilitarian value perceptions is greater for customers who are disposed toward verbal rather than visual information processing, and the positive effect on decision comfort is attenuated by customers' privacy concerns.

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Section: Hypotheses Developmentmentioning

confidence: 99%

Augmenting the eye of the beholder: exploring the strategic potential of augmented reality to enhance online service experiences

Hilken

Ruyter

Chylinski

et al. 2017

J. of the Acad. Mark. Sci.

383

549

View full text Add to dashboard Cite

show abstract

“…Therefore, it is important to ensure that both, the company and the market, will be receptive towards the new technology (Davis, 1989;Probert & Shehabuddeen, 1999) because simply adopting and acquiring the newest technology might not always bring to success (Piotrowicz & Cuthbertson, 2014). Scholars are now exploring whether the Internet of things, augmented reality as well as artificial intelligence and robots or drones will increase customer experience and consumer's engagement with retailers and brands or if they will reduce consumer's engagement as machines replace human work (the so-called machine-to-machine commerce) (Poncin & Mimoun, 2014;Deloitte, 2016;Grewal et al, 2017;Rafaeli et al, 2017).…”

Section: Technology: Investment Development and Implementationmentioning

confidence: 99%

The New Paradigm of the Omnichannel Retailing: Key Drivers, New Challenges and Potential Outcomes Resulting from the Adoption of an Omnichannel Approach

Aiolfi¹,

Sabbadin²

2017

IJBM

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The rise of the Internet, mobile technologies and digital disruption have changed the retail business as well as the implementation of the levers of retail mix and the behavior of shoppers. Online channel has become an appealing channel where retailers can sell their products and services. The proliferation of channels and touch points has affected not only consumer behavior but also companies' business models. Many retailers have started to develop multichannel and omnichannel strategies by adding new channels through which interact with the customers. Retailers are now concentrating on how shoppers are influenced by new technologies and how they switch across channels during their research and buying process. Omnichannel retailing, defined as the conceptualization of the complete integration of all channels, with no distinction between the online and the physical channel, is the new retailing paradigm of today. The topic itself is particularly relevant as technological development continue to disrupt retail strategies and practitioners are debating as to how to respond. Particularly, managers are worried about how to manage the several touch points, which are now simultaneously available to customers. Concerning with the present research, we attempt to describe this development by analyzing the existing literature about topics that we can classify within the omnichannel paradigm. In order to explain how both literature and business models are moving from multichannel retailing towards the implementation of omnichannel strategies, we follow a blended approach based on literature review, theoretical background as well as some interesting managerial insights resulting from business' case histories. To address the concerns of managers and retailers about the new challenges they will need to face in implementing an omnichannel retailing approach, we present a theoretical framework, concerning with the adoption of the omnichannel as an innovative strategy in the overall marketing strategies. To deal with the topic we start from three research questions that guide our literature review as well as our theoretical framework. We investigate what are the key drivers that have stimulated retailers to develop an omnichannel retailing strategy, what are the new challenges that retailers will need to face when they decide to implement an omnichannel strategy in their overall marketing strategy and finally what are the possible outcomes of a correct and successful implementation of an omnichannel retailing strategy. Therefore, our theoretical framework explains key drivers, new challenges and potential outcomes coming from the adoption of the omnichannel retailing in order to help managers and practitioners who might decide to enter the omnichannel retailing.

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“…Mobile devices can bridge that gap by bringing the online experience into the brick-and-mortar store. In addition, the combination of interactive and entertaining technologies attracts more consumers and improves the shopping experience (Demirkan & Spohrer, 2014;Pantano & Viassone, 2015;Papagiannidis, Pantano, See-To, & Bourlakis, 2013;Poncin & Ben Mimoun, 2014). The growing role of in-store technologies also creates an additional dimension.…”

Section: Monográficomentioning

confidence: 99%