Research output per year
Research output per year
Project Details
Description
Customer experience (CX) is key to gaining advantage in omnichannel retailing. Recently, customers’ concern for safety has increased which has become a critical challenge in retailing. However, a comprehensive understanding of how safety aspects influence overall CX in today's omnichannel retailing is missing. Therefore, this project aims to investigate how safety aspects as perceived by omnichannel retail customers affect overall CX perceptions and consumer behavior.
| Acronym | SafeCX |
|---|---|
| Status | Active |
| Effective start/end date | 17/08/20 → … |
Research output
- 1 Article
-
SafeCX: A framework for safe customer experience in omnichannel retailing
Rahman, S. M., Carlson, J. & Chowdhury, N. H., 7 Jun 2022, In: Journal of Services Marketing. 36, 4, p. 499-529 31 p.Research output: Contribution to journal › Article › peer-review
Open AccessFile
Press / Media
-
Expert comments in Customer Experience (CX) and User Experience (EX) related discussions in the media
14/04/22 → 17/05/22
14 Media contributions
Press/Media: Expert Comment
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Reference to the SafeCX framework in blogs and news articles
27/04/22 → 14/05/22
2 items of Media coverage
Press/Media: Other
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Safe Customer Experience: where should organisations start?
27/04/22
1 Media contribution
Press/Media: Expert Comment
Activities
- 1 Invited talk
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Safe customer experience (SafeCX) - Research seminar at the University of Newcastle, Australia (F2F and Online)
Jamie Carlson (Speaker), Syed Rahman (Invited speaker) & Noman Chowdhury (Invited speaker)
25 Mar 2022Activity: Talk or presentation › Invited talk
Impacts
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Fourteen distinct safety/security elements for safe customer experience in omnichannel retailing
Syed Rahman (Participant), Jamie Carlson (Participant) & Noman Chowdhury (Participant)
Impact: Commercial impacts, Society impacts, Policy impacts