Store layout, floor area design, and product placement are important in-store marketing tactics that can influence customer decisions and in turn boost sales and profitability. Therefore, retail stores such as
Online service communities are increasingly developed where consumers can interact with each other and service providers can offer support services and enhanced benefits through technology, such as forums and social
Touch is one of the most important senses that allows consumers to directly experience a product. Haptic information, attained through touch, can influence consumers’ evaluations of a product. Products’ haptic
In hospitality services such as restaurants, service triads consisting of technology, customer, and frontline employees (FLEs) are becoming more common, with service robots supporting FLEs in performing advanced frontline tasks
A product, say a cup of tea or a croissant at a bakery, is often given a unique name to describe the product category, imply certain product attributes, and differentiate
Firms provide customers with preferential treatment, which are special benefits beyond their core services, such as priority access to the service. This fulfils the customers’ need for status and distinction
With growing environmental awareness, green consumers are environmentally conscious individuals who seek to consume products and demonstrate green consumption processes with minimal environmental impact. As a result, organisations have started
As omnichannel retailing emerges, consumers now have more ways to shop. For instance, in addition to typical shopping processes, they can also buy online then pick up in store (BOPS)
Western society has been putting the “male perspective” at the centre of culture, thus marginalizing the feminine experience. This has been demonstrated in consumers’ preferences for brands with masculine gendered
Omnichannel retailing, which integrates brick-and-mortar stores and online e-commerce, has been increasingly adopted by large retailers. For example, Walmart offers a Buy-Online, Pick-up In-store (BOPS) option, and Amazon conducts a
