Buying a Book as a Christmas Gift: Two Routes to Customer Immersion

Addis, Michela; Sala, G.

doi:10.1080/02642060701673638

Cited by 9 publications

(9 citation statements)

References 36 publications

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“…Second, their revenues are affected by the general trend related to reading that is increasingly suffering all across Europe (people declaring to have read at least one book in the previous 12 months has decreased from 71% in 2007 till 68% in 2013), even if with different scale according to the last national data recorded by Eurobarometer (European Commission, 2013). Third, their business model is expected to change rapidly according to the cross-fertilization among product categories, other channels, and so forth (Addis & Sala, 2007). In such a situation, delivering an excellent customer experience is the most promising differentiation strategy (Bolton et al, 2014).…”

Section: Introductionmentioning

confidence: 99%

Understanding the Customer Journey to Create Excellent Customer Experiences in Bookshops

Addis¹

2016

IJMS

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This study investigates the customer journey and identifies the drivers of excellent customer experience in bookshops. Five research methods-in-depth interview, focus group, participant observation, Zaltman metaphors elicitation technique, and collective stereographic photo essay-were run on eleven Italian bookshops involving more than 1 100 individuals overall. The contribution of this study is twofold. First, it illustrates the process to adopt when mapping the customer journey and analyzing the customer experience. Specifically, it proposes that customer experience can be deeply understood only via a broad research design involving several different profiles of participants, that are managers and booksellers, customers of different familiarity with bookshops (infrequent, frequent and loyal customers), people that were not familiar with the investigated bookshops but that have been invited on purpose, and people that have special interactions (café and events) with the bookshops. Second, results show three key aspects of the topic: (1) The customer experience world, based on rituals not on transactions; (2) The drivers of excellent customer experience in bookshops, which are customization, integration, and participation; (3) The complex role and broad competences of the ideal bookseller.

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Section: Introductionmentioning

confidence: 99%

Understanding the Customer Journey to Create Excellent Customer Experiences in Bookshops

Addis¹

2016

IJMS

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“…This time frame was adopted by other studies (Addis and Sala, 2007;McKechnie and Tynan, 2006;Miyazaki, 1993) in order to minimize participant recall loss. The questionnaire employed in the study was adopted from that of Laroche et al (2000aLaroche et al ( , c, 2004.…”

Section: Methodsmentioning

confidence: 99%

“…Price labels are a crucial variable for customers in helping them to decide. For example, in the case of shopping for a book as a Christmas gift, Addis and Sala (2007) revealed that the price of a book is very important for customers.…”

Section: General Information Searchmentioning

confidence: 99%

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The variables influencing consumer information search strategies

Köksal

2011

International Journal of Retail &Amp; Distribution Management

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Purpose -The purpose of the study is to examine the personal, situational and socio-demographic factors influencing consumer information search strategies whilst Christmas shopping in a religiously-diverse Middle Eastern country: Lebanon. Design/methodology/approach -A structured questionnaire (adopted from Laroche, Saad, Browne, Cleveland, and Kim) was employed as the data collection procedure. Respondents were chosen by systematic random sampling in malls, department stores and retail outlets in the Lebanese capital, Beirut for over a three-week period immediately prior to Christmas Day, 25 December 2008. The study sample comprised 400 respondents: 188 female and 212 male. Findings -The study identified the effects of some personal and situational factors on the different consumer information search strategies. Of the personal factors, it was found that the bargain hunters sought general and specific information as well as information from sales staff, whilst the leader type looked for general and specific information. The study also determined that risky and costly gifts, strict budgets and the amount of money spent on gifts were the main situational factors influencing each type of consumer information search. Originality/value -Most of the literature has focused on Christmas shopping in Western countries, yet this study attempts to investigate it in the Middle East. It is hoped that by enhancing the understanding of the impact of Christmas shopping in non-Western countries the findings will contribute to the literature on this subject.

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“…According to other published papers (Addis and Sala, 2007;Wall and Berry, 2007), restaurant environment and its visual appearance affect the level of acceptability of prices, overall satisfaction and loyalty. Boshoff and Gray (2004) investigated in their study whether superior service quality and customer satisfaction affect loyalty.…”

Section: Literature Reviewmentioning

confidence: 99%

Managing Customer Satisfaction In The Restaurant Industry: A Word From Managers

et al. 2014

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The present paper studies managers' perception of factors that influence customer satisfaction in the restaurant industry and their attitudes towards conducting a research on customer needs. In particular, we studied the managers' perception of the importance of restaurant experience elements of customer satisfaction. The research involved 50 restaurant managers in Serbia. Through descriptive and ANOVA analysis, we differentiated two main profiles of restaurant managers in terms of age and professional education. Also, we found through LSD Post hoc test statistically significant difference among managers in regards to customers' needs data collection. Restaurant managers need to obtain education in the hospitality industry and to pay more attention to customer needs in order to provide quality service.

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Buying a Book as a Christmas Gift: Two Routes to Customer Immersion

Cited by 9 publications

References 36 publications

Understanding the Customer Journey to Create Excellent Customer Experiences in Bookshops

Understanding the Customer Journey to Create Excellent Customer Experiences in Bookshops

The variables influencing consumer information search strategies

Managing Customer Satisfaction In The Restaurant Industry: A Word From Managers

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