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Mastering care management strategies to improve retailing: Mechanisms, capabilities, impacts and emerging opportunities

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  • Serravalle, Francesca
  • Pantano, Eleonora

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  • Serravalle, Francesca & Pantano, Eleonora, 2023. "Mastering care management strategies to improve retailing: Mechanisms, capabilities, impacts and emerging opportunities," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
    • Handle: RePEc:eee:joreco:v:73:y:2023:i:c:s0969698923000450
    DOI: 10.1016/j.jretconser.2023.103298
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    References listed on IDEAS

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    1. Raggiotto, Francesco & Compagno, Cristiana & Scarpi, Daniele, 2023. "Care management to improve retail customers' and employees’ satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    2. Radnor, Zoe J. & Holweg, Matthias & Waring, Justin, 2012. "Lean in healthcare: The unfilled promise?," Social Science & Medicine, Elsevier, vol. 74(3), pages 364-371.
    3. Woodside, Arch G., 2020. "Interventions as experiments: Connecting the dots in forecasting and overcoming pandemics, global warming, corruption, civil rights violations, misogyny, income inequality, and guns," Journal of Business Research, Elsevier, vol. 117(C), pages 212-218.
    4. Laato, Samuli & Islam, A.K.M. Najmul & Farooq, Ali & Dhir, Amandeep, 2020. "Unusual purchasing behavior during the early stages of the COVID-19 pandemic: The stimulus-organism-response approach," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
    5. Park, Inyoung & Lee, Jieon & Lee, Daeho & Lee, Changjun & Chung, Won Young, 2022. "Changes in consumption patterns during the COVID-19 pandemic: Analyzing the revenge spending motivations of different emotional groups," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    6. Northington, William Magnus & Gillison, Stephanie T. & Beatty, Sharon E. & Vivek, Shiri, 2021. "I don't want to be a rule enforcer during the COVID-19 pandemic: Frontline employees' plight," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
    7. Vannucci, Virginia & Dasmi, Costanza & Nechaeva, Olga & Pizzi, Gabriele & Aiello, Gaetano, 2023. "WHY do YOU care about me? The impact of retailers’ customer care activities on customer orientation perceptions and store patronage intentions," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
    8. Mayr, Kathrin & Teller, Christoph, 2023. "Customer deviance in retailing: Managers’ emotional support and employees’ affective wellbeing," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    9. Rodríguez-Priego, Nuria & Porcu, Lucia & Prados Peña, María Belén & Crespo Almendros, Esmeralda, 2023. "Perceived customer care and privacy protection behavior: The mediating role of trust in self-disclosure," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    10. Islam, Tahir & Pitafi, Abdul Hameed & Arya, Vikas & Wang, Ying & Akhtar, Naeem & Mubarik, Shujaat & Xiaobei, Liang, 2021. "Panic buying in the COVID-19 pandemic: A multi-country examination," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
    11. Priporas, Constantinos Vasilios & Vellore Nagarajan, Durga & Kamenidou, Irene (Eirini), 2023. "A technology-people-integrated toolkit for retail care management during a crisis," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
    12. Gupta, Shipra & Coskun, Merve, 2021. "The influence of human crowding and store messiness on consumer purchase intention– the role of contamination and scarcity perceptions," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
    13. Pantano, Eleonora & Pizzi, Gabriele & Scarpi, Daniele & Dennis, Charles, 2020. "Competing during a pandemic? Retailers’ ups and downs during the COVID-19 outbreak," Journal of Business Research, Elsevier, vol. 116(C), pages 209-213.
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    Cited by:

    1. Sarkar, Biswajit & Dey, Bikash Koli, 2023. "Is online-to-offline customer care support essential for consumer service?," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).

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