No abstract

Nowadays, customers are expected to digitize their operations, and they start their journey anywhere, anytime, and from any device; they use multiple communication channels to interact with a business. Providing superior customer experience is considered a consumer-based strategy for attracting and retaining customers, and the customer experience plays a crucial role in digital transformation. To move the field forward, the purpose of this chapter is to review the literature on customer experience and develop a set of fundamental premises that identify the linkage between digital transformation and customer experience. The findings of this study provide guidelines for further research and make contributions towards new knowledge of how firms and brands can provide effective customer experiences.

PurposeThis study analyzes the impact of packaging-free practices in food retail stores, particularly supermarkets, on customer loyalty.Design/methodology/approachBased on the literature on the impacts of sustainable practices and corporate social responsibility (CSR) policies on consumer behavior, this study defined a set of seven hypotheses that were tested using data collected from 447 consumers that regularly buy food products at supermarkets. The data were subjected to structural equation modeling using SmartPLS.FindingsThis study confirmed that packaging-free practices positively influence brand image, brand trust, satisfaction and customer loyalty. The expected positive impacts of brand image and satisfaction on customer loyalty were also confirmed. However, the expected impact of brand trust on customer loyalty was not confirmed.Practical implicationsThis article demonstrates how a competitive sector can reap benefits from implementing sustainable practices in the operational domain, particularly by offering packaging-free products at the point of purchase. Thus, as recommended, general retail stores (e.g. supermarkets) gradually increase the stores' offering of packaging-free food products, as this practice has been shown to have positive impacts not only on brand image, but also on customer satisfaction and loyalty.Originality/valueThis study extends the literature on the effects of sustainable practices on customer loyalty, by focusing on a specific practice. Furthermore, this study contributes to the advancement of research on packaging-free practices in retail by developing a research framework and providing evidence on the direct and indirect effects of this specific practice on customer loyalty.

Offsite construction is facing slow adoption despite the fact it can be a suitable solution for addressing historical problems faced by the construction industry, such as labor shortages, construction safety, time and costs overrun, and waste. The controlled factory environment creates room for innovation similar to the techniques used in the manufacturing industry. Yet, as always, the progress and adaptation of innovative ideas are challenging in the construction sector. A growing role for off-site construction requires further research and development. More collaborative efforts, industry meetings, and academic symposia are needed to bring together different disciplines and bridge the current information gap. This paper aims to present the outcomes of the äóěSymposium on the State-of-the-Art of Modular Constructionäóť held in Gainesville, Florida from May 4th to 5th, 2017 that aimed to bring together major stakeholders in modular construction. It includes an analysis of the lectures and the survey that was distributed to industry and academic experts during the symposium. Also, it investigates the state-of-the-art of modular construction and focuses on the strengths, weaknesses, opportunities, and threats that come with this building technique.

This study aims to examine consumer intention to purchase eco-friendly, handcrafted fashion products made from upcycled clothing and traditional Indonesian batik fabric. Data were collected via an online questionnaire with 289 participants, including both Indonesian and non-Indonesian consumers. The hypotheses were tested using structural equation modeling in SmartPLS 3. The results showed that fashion motivation and perceived value positively impacted the intention to purchase this type of product for personal use and for gifting. The perceived price had a positive effect on purchase intention for gifting. Altruistic motivations affected attitudes but not purchase intentions. Differences were identified between national and foreign consumers regarding the impact of price perception on attitudes and personal purchase intentions. The study provides practical implications for small businesses, artisan crafts, and entrepreneurs.