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 → … |
Prizes
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2025: Jay Lindquist Best World Marketing Congress (WMC) Paper Award 2025
Rahman, S. (Recipient), Jul 2025
Prize
File
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From Safety to Engagement: Measuring Safe Customer Experience and Well-being in Omnichannel Retail
Rahman, S., Carlson, J., Chowdhury, M. N., Gudergan, S., Wetzels, M., Ringle, C. M. & Grewal, D., Feb 2026, (Accepted/In press) AMA Winter Academic Conference 2026.Research output: Chapter in Book/Report/Conference proceeding › Conference proceeding contribution › peer-review
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Omnichannel safe customer experience: how should it be measured? Does it affect customer well-being and retailers’ performance?
Rahman, S. M., Carlson, J., Chowdhury, N. H., Gudergan, S. P., Wetzels, M., Ringle, C. M. & Grewal, D., Jan 2026, In: Journal of Business Research. 202, p. 1-20 20 p., 115760.Research output: Contribution to journal › Article › peer-review
Open AccessFile1 Downloads (Pure) -
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 AccessFile13 Citations (Scopus)217 Downloads (Pure)
Press/Media
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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
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The University of Newcastle, Australia
Rahman, S. (Visiting researcher) & Carlson, J. (Visiting researcher)
Sept 2024Activity: Visiting an external institution › Visiting an external academic institution
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Safe customer experience (SafeCX) - Research seminar at the University of Newcastle, Australia (F2F and Online)
Carlson, J. (Speaker), Rahman, S. (Invited speaker) & Chowdhury, N. (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
Rahman, S. (Participant), Carlson, J. (Participant) & Chowdhury, N. (Participant)
Impact: Commercial impacts, Society impacts, Policy impacts