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Pilawa, J., Witell, L., Valtakoski, A., & Kristensson, P. (2022). Service Innovativeness in Retailing: Increasing the Relative Attractiveness during the COVID-19 Pandemic. Journal of Retailing and Consumer Services, 67, Article ID: 102962.
https://doi.org/10.1016/j.jretconser.2022.102962

has been cited by the following article:

• TITLE: Understanding Societal Influences on the Customer Journey: COVID-19 Pandemic Impact

  AUTHORS: Daissy Moya Sanchez, Ramon Martin Guart, Andrea Ramírez Moya, Joaquim Majó Fernández

  KEYWORDS: Customer Journey, Consumer Behavior Process, Customer Experience, COVID-19 Pandemic, Spain

  JOURNAL NAME: Open Journal of Social Sciences, Vol.12 No.6, June 21, 2024

  ABSTRACT: For years, the consumer behavior process, known as the Customer Journey, has been studied from an individual point of view. However, nowadays, it is crucial to research how society influences it and how the COVID-19 pandemic has changed these patterns. By creating a split-ballot experiment and in-depth interviews with professionals, this research analyzes descriptively the changes faced by the different safety measures, such as lockdowns and socially distancing activities government enforced on five product categories: retail, electronics, wellness & health goods, food, and entertainment. The findings of this project evidence that the changes in behavior in the purchasing stages of customer-packaged and intermediate goods have sightly remained the same as when the pandemic started. However, the changes in the enjoyment stage are returning to pre-pandemic levels.