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Anne L. Roggeveen
Researcher at Babson College
Publications - 85
Citations - 6837
Anne L. Roggeveen is an academic researcher from Babson College. The author has contributed to research in topics: Service (business) & Social media. The author has an hindex of 28, co-authored 77 publications receiving 5197 citations.
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Journal ArticleDOI
Customer Experience Creation: Determinants, Dynamics and Management Strategies
Peter C. Verhoef,Katherine N. Lemon,A. Parasuraman,Anne L. Roggeveen,Michael Tsiros,Leonard A. Schlesinger +5 more
TL;DR: In this article, the authors provide an overview of the existing literature on customer experience and expand on it to examine the creation of a customer experience from a holistic perspective, and propose a conceptual model, in which they discuss the determinants of customer experience.
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The Future of Retailing
TL;DR: In this paper, the authors focus on the future of retail by highlighting five key areas that are moving the field forward: (1) technology and tools to facilitate decision making, (2) visual display and merchandise offer decisions, (3) consumption and engagement, big data collection and usage, and (4) analytics and profitability.
Journal ArticleDOI
Store Atmospherics: A Multisensory Perspective
TL;DR: In this paper, the authors reviewed the scientific evidence related to visual, auditory, tactile, olfactory, and gustatory aspects of the store environment and their influence on the consumer's shopping behavior.
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How the COVID-19 Pandemic May Change the World of Retailing
Anne L. Roggeveen,Raj Sethuraman +1 more
Journal ArticleDOI
Understanding the co-creation effect: When does collaborating with customers provide a lift to service recovery?
TL;DR: In this paper, the impact of co-creation in comparison with compensation for enhancing satisfaction with the recovery process and demonstrates that it offers a cost-efficient strategy for companies when customers must deal with severe delays.