Issue Archive

Spring 2018

The Challenge of Shopper Engagment

For The Past 100 Years, A Brand’s Success At The Shelf Depended On A Few Key Attributes:  Having A Positive Reputation, Delivering Benefits That Uniquely Address Shoppers’ Needs, Communicating Those Benefits Through Advertising, Promotion, And Packaging, And Setting Prices To Deliver Value.  These Factors Were Important A Century Ago, And They’re Still Important Today. The Articles In This Issue Of The Journal Of Shopper Research Provide A Unique And Valuable Perspective On The Challenge Of Shopper Engagement.

Identifying and Quantifying The Lost Opportunities Not Captured By Big DataStrategies To Drive Financial Growth Through Customer Centric Experience
By Elissa Moses, Laura Beavin, Lisa Zaval, & Kirk Hendrickson

Improving The Online Grocery Shopping Experience
By Scott Young & Jonathan Asher

Virtual Reality For Shopper Research
By Raymond R. Burke

Understanding The Drivers Of Shopper Loyalty Across Retail Channels
By Candace R. Adams

Spring 2017

The Customer Experience

The customer experience can be an important point of competitive differentiation, driving customer satisfaction, loyalty, and financial returns. This special issue provides new approaches for evaluating and managing these experiences to improve organizational performance.

Strategies To Drive Financial Growth Through Customer Centric Experience
By Akshay Nigan & Julian Highley | dunnhumby

The Customer Membership Experience: Amazon Prime Versus Costco Wholesale Club
By Gregory Rich, Douglas Ewing, Steven Koppitsch, & Rachel McGuire | Bowling Green State University & Kantar Retail

Organizing & Measuring to Deliver Customer Experience Excellence
By Craig Ryder, Torsten Fritz & Gustavo Imhof | KPMG Nunwood

Identifying and Quantifying The Lost Opportunities Not Captured By Big Data
By John Dranow | SmartRevenue

Benchmarking Retail Shoppability
By Raymond Burke & Neil Morgan | Indiana University

Distinctive Experiences
By Joseph Pine II & James Gilmore | Strategic Horizons LLP