Although the role of emotions receives increasing attention in service research, hitherto literature has not focused on the construct of emotional contagion, which is understood as a customer’s
Prior research has documented a general positive relationship between the deployment of customer analytics and firm performance. In this research we focus on the retailing industry, an industry
In today’s competitive environment in which retailers operate, store equity is seen as a key differentiating factor. However, to date there is little research on the dimensionality of the store
We investigate the impact of additional product information generated by the use of mobile apps on purchase decisions. We propose that additional product information provided by mobile apps
The range of Internet-enabled devices that shoppers use to search for product information or to purchase online expands. Based on the findings of a first qualitative study, we provide an overview of