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Bridging the valuescape with digital technology: A mixed methods study on customers’ value creation process in the physical retail space

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  • Sture Nöjd, Karlstad University
  • ,
  • Jessica Westman Trischler, Karlstad University
  • ,
  • Tobias Otterbring
  • ,
  • Pernille K. Andersson, Karlstad University
  • ,
  • Erik Wästlund, Karlstad University

This mixed methods study investigated how value is created in the physical retail space and how the customer experience is influenced by digital technology. A cross-sectional survey, with both qualitative and quantitative components, was distributed across a heterogeneous sample of 832 customers. The results revealed an overarching model comprised of three interrelated clusters: customer, service provider, and digital technology. We propose that this model can be understood as a valuescape, where customers' specific goals, needs, and desires drive them to interact and co-create value with service providers in the physical retail space, with digital technology either enhancing or disrupting this value co-creation process. The results also show that the importance of aligning digital solutions with customers’ drives increases at the same pace as reliance on technology. The findings offer guidelines on how to utilize digitalization to leverage customer experiences and thus strengthen the attractiveness of physical retail spaces.

Original languageEnglish
Article number102161
JournalJournal of Retailing and Consumer Services
Volume56
ISSN0969-6989
DOIs
Publication statusPublished - Sep 2020

    Research areas

  • Customer experience, Digitalization, Mixed methods, Physical retail space, Satisfaction, Value creation, Valuescape

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