Index

Citation

(2020), "Index", Dirsehan, T. (Ed.) Managing Customer Experiences in an Omnichannel World: Melody of Online and Offline Environments in the Customer Journey, Emerald Publishing Limited, Leeds, pp. 321-332. https://doi.org/10.1108/978-1-80043-388-520201023

Publisher

:

Emerald Publishing Limited

Copyright © 2021 Emerald Publishing Limited

---

INDEX

Note: Page numbers followed by “n” indicate footnotes.

Action figures

, 308

Activision Blizzard Entertainment

, 308–309

Ad Mob

, 223

Addiction to smartphones

, 121

Adidas

, 168

ADKAR Change Management Model

, 144

Affective attributes

, 201

Affective customer responses

, 51–52

Alternatives

, 249

Amazon

, 19, 78, 207

Antecedents of information revolution

, 16–17

ANZ Bank

, 276

App Store

, 213, 223

optimization

, 219

App usage

, 121

Apple

, 78, 103

Application

, 213

Application search engine (ASE)

, 212–213

Arab Spring

, 24

Artificial intelligence (AI)

, 14, 15, 18, 20, 21, 23, 120, 219, 271, 274, 283

Arts & Humanities Citation Index

, 81

Atmospherics/webmospherics

, 240

Augmented reality (AR)

, 226, 259, 264–265

Automation

, 278

Automatization

, 19–20

Avid adventurers

, 62

Awareness, interest, desire, action (AIDA)

, 86

Baby Boomers

, 118–119

Back office

, 31, 274

Banks

RPA benefits in

, 279–282

RPA implementation in

, 276–279

RPA in

, 273–276

Basic communicators

, 62

Behavioral customer responses

, 52

Benefit segmentation

, 62

Berne Convention Law on Protection of Literary and Artistic Works

, 294

BestBuy

, 207, 214

Beymen Online

, 234

Big Data

, 2

BIM

, 156

Bitcar platform

, 296

Blizzard Entertainment

, 308–309

Blizzard Gear Store

, 308

Blockchain

, 287–289, 295–297

intangible assets modern view

, 292–295

Bloomingdales

, 214

Booksellers’ struggle

, 292

Boston Consulting Group (BCG)

, 235

Brand focus

, 216

Brand loyalty

, 123

Brandroom

, 249–250

Brick-and-mortar stores

, 51, 124, 126, 200

British Copyright Statute of Anne’s law

, 292

Business idea for start-ups

, 182–183

Business Process Management (BPM)

, 282

Business-to-business (B2B)

, 138, 143

Business-to-consumer (B2C)

, 138, 143, 212

Buying behavior of digital consumers

, 64–66

Capital

, 184

requirement

, 181, 186

Case study analysis

, 297–301

Channel

, 28–29

attributes

, 201

integration

, 32, 98, 101, 109, 217

leadership

, 29

lock-in

, 235

management

, 29

multiplicity

, 199–201

operations

, 29

preference

, 47

strategies

, 29

sustainability

, 50

synergy

, 235

transparency

, 78

types in marketing

, 28–33

“Click and Collect” concept

, 76–77, 225

Co-creation of value

, 134, 136, 142–143, 146

Coca Cola

, 109

Cognitive attributes

, 201

Cognitive automation (CA)

, 271, 282

Cognitive experiences

, 66

Communication

, 29

Community

, 122

Companies’ financial performance development

, 2

Competition

, 178

Competitive games

, 306

Complexity of omni-channel shopping

, 216

“Confirmation of existence”

, 293

Conservative consumers

, 254

Conservative/modest consumers profile

, 245–246

Consumer behavior

, 27–28, 44

change in marketing periods and developments

, 57–59

models to customer centricity

, 135–136

new consumers

, 59–63

in omnichannel marketing

, 33–36

theories

, 134–135

Consumer Contact Point

, 312

Consumer Technology Association

, 205

Consumers

, 28, 35, 36, 49, 55–56, 117–118, 199

advantages and disadvantages of omnichannel

, 78–79

buying motives

, 48

decision-making process

, 80–81

demand

, 156

experience as journey

, 240–241

preferences

, 51

profiles and profile relevant trends

, 245

rights

, 139

satisfaction

, 50

shopping

, 221

shopping experience across channels

, 118–120

touchpoints

, 198

Consumers oriented marketing

, (see Marketing 2.0)

Consumption

, 4

Contact centers integration in all channels

, 108–109

Content contributors

, 62

Control

, 21

Convenience

, 120, 124, 129, 198, 204

store

, 155

Copyright

, 288

Copyright Act (1842)

, 292

2020 coronavirus epidemic

, 24

“Cosplay” applications

, 312–313

Cost efficiency

, 273

Cost savings

, 204

Country-specific factor

, 63

Coupons

, 103

Coverage

, 223

Crawler

, 218

Critical theory

, 4

Cross buying

, 52

Cross-channel

integration

, 109–110, 215

management

, 200

marketing

, 31–32

method

, 161

retailing

, 101–102, 236

shopping

, 205

systems

, 215–216

Customer advisory

, 134, 136

Customer centricity

, 135–136

Customer decision

customer decision-making process

, 136–138

customer decision/purchase journey

, 240

journey

, 136

Customer experience

, 33, 79–80, 104–106, 119, 138, 140, 142, 147, 259

formation in omnichannel retailing

, 106–108

journey mapping

, 143

management

, 104, 258

method in omnichannel retailing

, 103–104

technologies enhancing customer shopping experience

, 262–265

Customer experience framework (CEF)

, 144

Customer experience journey

, 136–138

challenging necessity for mapping

, 143–146

mapping

, 143

within omnichannel world

, 139–141

Customer journey

, 3–4, 80, 142, 146, 241, 244

map

, 128–129

mapping

, 104, 144–145

Customer lifetime value

, 135

antecendents

, 52

Customer loyalty

, 2, 5, 39, 105, 137, 143, 161, 164, 217, 282

in omnichannel marketing

, 37

repurchase intention and

, 70

Customer preferences

, 44, 46

bases in context of multichannel operations

, 48

Customer relationship management (CRM)

, 2, 45, 104, 128, 154, 163–164, 171

Customer-to-customer interactions (C2C interactions)

, 144, 212

Customer(s)

, 97–98, 222

activation

, 6

advisory

, 136

centricity

, 135–136, 139

in crosschannel marketing

, 32

customer-oriented experience

, 108

customer-owned touchpoints

, 141

engagement value

, 144

expectations

, 45

life journey

, 137

in multichannel marketing

, 31

purchase journey

, 136

satisfaction

, 6, 36, 44, 46–48, 104–106, 110, 137, 161, 164, 171, 199, 217, 223, 226, 280, 283

search

, 224

shopping behavior

, 198

shopping utility

, 226

value

, 37

Customization benefits

, 204

Cybercrime

, 22

D-Market Electronics Services

, 156

“Dark internet” market

, 22

Data

access

, 47

mining

, 3

types

, 216

“Decade of change”

, 235

Decision-making

, 249

Decrease in online search costs

, 206

Deep value

, 48

Dell Computers

, 104

Democratization in technology and information technology

, 17–19

Democratization of Luxury

, 239n1

Democratization of technology

, 14–15

future research directions

, 23

issues, controversies, problems

, 16–22

solutions and recommendations

, 22–23

Demystification of technology

, 14

Department store

, 155

“Devaluation of Luxury”

, 245–246

“Diablo Series”

, 308

Digital consumers

, 59–60, 62–63

buying behavior of

, 64–66

digital environmental factors affecting

, 63

E-loyalty

, 68

E-repurchase Intention

, 68–69

E-satisfaction

, 67–68

E-WOM

, 66–67

experiences

, 66

future research directions

, 69

Digital environmental factors affecting digital consumers

, 63

Digital luxury consumers

, 235–236

Digital natives

, 125

Digitalization

, 75–76, 99, 198, 233–234

in luxury retail

, 247–251

Digitization banking sector

, 273

Direct channels

, 159

Discount store

, 155

Discreet Conspicuousness

, 245

Discrete channels

, 212

Disney

, 163

Distribution channels

, 28–30, 34–35

Dogus Group

, 156

Domino Pizza

, 112

Dynamism

, 198

e-repurchase intention

, 57

E-sport

, 306, 308, 311

E-tailers

, 222

E-trade

, 198

Early adopters

, 61

eBay

, 78

Efficiency

, 50

Electrochromic glass

, 262–263

Electrochromic Glass Touch Systems

, 259

Electronic commerce (E-commerce)

, 30, 79–80, 251, 260–261

Electronic loyalty (E-loyalty)

, 57, 68

Electronic repurchase Intention (E-repurchase intention)

, 68–69

Electronic satisfaction (E-satisfaction)

, 57, 67–68

Electronic word of mouth (E-WOM)

, 57, 66–67, 80, 85

Embeddedness

, 146

Emerging Sources Citation Index

, 81

Employer loop

, 143

Empowerment

, 47

Enhanced product logistics

, 31–32

Enterprises

, 29, 31–32, 39

Entertainment

, 24

interest

, 123

seekers

, 62

Entrepreneurial competences

, 183

Entrepreneurs

, 156, 178–179, 181, 183, 187, 192, 198

Epic games

, 310–311

Epic MegaGames

, 310

Established Conservative Consumers

, 250

Established luxury consumers profile

, 245–247, 249–250

“Eureka” moments

, 292, 297

European Blockchain Partnership

, 296

European Commission

, 296

European movements

, 21

Evaluation

, 81

Experience segmentation

, 62

“Experiential view”

, 79

Explicative content analysis

, 291

Expressive evangelists

, 62

Extra-fast-growing businesses

, 178, 180

Extravagant Prestige-seekers, The

, 237

Facebook

, 306

Fact collectors

, 62

Fast fashionalization of luxury fashion market

, 247

Financial services

, 273

First Person Shooter (FPS)

, 309–310

Florida, Richard

, 179

Fluidity

, 120

Form utility

, 33

Fortnite

, 310–311

Freedom

, 18

of expression

, 18

of information

, 16

Game changers

, 61

Game industry

, 306–307

GDPR

, 19

regulation

, 16

Gen X

, 118–119

Gen Z

, 118, 127–129

millennials vs.

, 120–124

perspective of omnichannel experience

, 120

retail shopping experiences

, 125–126

Global Luxury Consumer

, 253

Google Play

, 223

Google Search’s algorithm

, 221

Green Socialites profiles

, 249–250

Grounded theory coding

, 244

Growth

, 184

through creativity

, 182

Gutenberg Galaxy

, 14

Handling different audiences

, 161

Health-conscious lifestyle

, 123

Hedonism process in channels

, 110–111

“Heroes of the Storm”

, 308

Higher brand consistency

, 161

Holistic shoppers

, 61–62

Holographic Technology

, 259

Holographic technology

, 264

Household managers

, 61–62

Hybrid shopping mile (HSM)

, 135

challenging necessity for mapping customer experience journey

, 143–146

consumer behavior models to customer centricity

, 135–136

customer decision-making process

, 136–138

customer experience journey within omnichannel world

, 139–141

implications

, 146–147

touchpoints as influencers in omnichannel world

, 141–143

IKEA

, 223

Immersive experience model in omnichannel retail world

, 265–266

In-store

experiences

, 118, 122, 129, 130

marketing

, 76, 78–79

shopping

, 122, 127–128

technologies

, 121

Inclination to Block Ads

, 124

Incubator house, start-ups and

, 190

Incubators

, 190

Indiegogo

, 294

Infancy

, 181

“Infinite shelf” online

, 226

Influence

, 247, 249

Influencers

, 122

touchpoints as

, 141–143

Information acquisition

, 204

Information collectors

, 61–62

Information revolution, antecedents of

, 16–17

Information technology, democratization in

, 17–19

Informational technology

, 166

Initial Coin Offering (ICO)

, 288–289, 295–297

Innovation

, 3, 20, 38, 122, 178–179, 187–188, 191, 252

Inorganic result

, 220

Instagram

, 130

Intangible assets

blockchain and access to investor’s funds

, 295–297

modern view with focus on IP protection on blockchain

, 292–295

research question and methodology

, 289–292

results of case study analysis

, 297–301

Intellectual property rights (IP rights)

, 287, 289

intangible assets modern view

, 292–295

Interactive media

, 30

Interest of streaming media

, 121

International Accounting Standards 38. 8 (IAS)

, 288–289

International factors

, 63

Internet

, 34, 45, 61, 79–80, 198

environment

, 30

retailers

, 222

shopping over

, 260–262

Internet of Things

, 288

Interrelated factors

, 214

Introvert Hedonists

, 237

Inventory optimization

, 162

Investor’s funds, access to

, 295–297

Jack & Jones

, 168

Kickstarter

, 294

Know Your Customer (KYC)

, 281

Kofax Kapow platform

, 275

League of Legends

, 311–312

Licencing Act

, 292

Licencing of Press Act 1662

, 292

Localized virtual marketing

, (see Marketing 4.0)

LOGMeIN

, 192

Love of technology

, 121

Loyalty

, 46, 68

Lurking shoppers

, 62

Luxury

beginners profile

, 245–246, 250

brands

, 252

consumer profiles

, 244–247

consumers and segmentations

, 236–240

fashion brands

, 234

Luxury Academy

, 252

Luxury Atelier

, 253

Luxury fashion omnichannel consumer journey

, 248

Luxury fashion omnichannel strategy

consumer experience as journey and omnichannel journeys

, 240–241

digital luxury consumers and omnichannel retailing

, 235–236

digitalization and omnichannel structure in luxury retail

, 247–251

emerging market luxury consumer classifications

, 238–239

implications

, 251

informant profile

, 243

limitations and further research

, 253–254

luxury consumer profiles

, 244–247

luxury consumers and segmentations

, 236–240

methodology

, 241–244

omnichannel dream value

, 251–253

Machine learning (ML)

, 219, 282

Macro environment factors

, 63

Magic Mirrors

, 121

Managerial competences

, 183

Manufacturers

, 158–159

Marketing

, 79

capabilities platform

, 143

crosschannel

, 31–32

multichannel

, 30–31

omnichannel

, 32–39

single channel

, 30

Marketing 1.0

, 56–57, 59

Marketing 2.0

, 56–59

Marketing 3.0

, 56, 58–59

Marketing 4.0

, 56, 58–59

Marketing channels

, 6, 31, 36, 39, 40, 110, 143, 154–160, 213

to omnichannel

, 160–163

Marketplace business

, 160

Materialists, The

, 237

“Me Generation”

, 123

Media

interactive

, 30

print

, 35

social

, 18, 24, 58, 98, 100, 211, 224

Messaging apps

, 121

Micro companies

, 187

Micro environment

, 63

“Millennial+”

, 124

Millennials

, 118–119, 122–124

vs. Gen Z

, 120–124

Miniaturization

, 14

Mobile applications

, 213, 217, 226

Mobile channels

, 100, 168–169

appreciation of

, 112

in wholesaling

, 160

Mobile commerce

, 261

Mobile phones

, 211–212

Mobile retailing

, 157–158

“Moderately Fashionable”

, 245–246

Modern technology

, 14

Modest fashion

, 254

“Modestly Chic/Fashionable”

, 245–246

Money concerns

, 122

MUFG Union Bank

, 275

Multichannel

, 52, 100, 162–163, 199

approach

, 50

channels

, 46

consumer behavior

, 49

customer experience

, 106

customer management

, 30

focus

, 50

management

, 49

marketing

, 30–31, 45–46

retailers

, 202

retailing

, 44, 48, 101–102, 199, 201, 214, 236

shopping

, 205

strategies

, 49, 50–52

Multichannel operations

, 46

advantages and disadvantages of

, 46–48

bases for customer preferences in context of

, 48

shopping process and purchasing decisions

, 48–49

Multiplayer Online Battle Arena game

, 311

National Retail Foundation

, 202

Netizens

, 59, 61–62

Network

society discourse

, 4

structure among channel members

, 217

New consumers

, 59–61

demographic characteristics

, 61–62

psychological characteristics

, 62–63

New economy

, 15

transition to

, 19–21

New luxury consumer

, 237

New potential customers

, 162

New Technologies

, 98

News

, 24

Nike

, 168

North Face

, 168

Nouveaux Riches profile

, 245–246, 249

Nutella

, 109

Off-price retailer

, 155

Omni

, 76, 215

Omni-integrated segment

, 61

Omnichannel

, 76, 154, 213–217

advantages and disadvantages

, 78–79

applications

, 38

approach

, 169–171

buyer journeys

, 242

commerce

, 120

concept

, 118–119

consumers and/or customers

, 59–60

CRM

, 163–164, 171

customers

, 106

discussion

, 172–173

dream value

, 251–253

implications

, 173–174

journeys

, 240–241

management

, 100

marketing channels to

, 160–163

methodology

, 164–165

online and mobile channels

, 168–169

operations

, 110

retailers

, 109

retailing

, 166–167

sales channels

, 165–166

strategies

, 3–6, 45, 50–52

strategy in context of search engines

, 221–224

structure in luxury retail

, 247–251

system

, 212

wholesaling

, 167–168

Omnichannel Buying Report of BigCommerce

, 124

Omnichannel customer experience management (OCCEM)

, 6

Omnichannel experience

, 36, 87–88, 100, 107, 128, 161, 169, 241, 266, 267

future research directions and limitations

, 130

Gen Z perspective of

, 120

recommendations

, 126–129

Omnichannel marketing

, 32–33, 139

challenges of shifting To

, 37–38

consumer behavior in

, 33–36

context

, 306

customer loyalty in

, 37

customer satisfaction in

, 36

future research directions

, 39

solutions and recommendations

, 38–39

technique

, 307

Omnichannel marketing applications

Activision Blizzard Entertainment and

, 308–309

Epic Games/Fortnite and

, 310–311

results

, 312–313

Riot Games/League of Legends

, 311–312

Ubisoft Entertainment and

, 309–310

Omnichannel retailing

, 101–102, 201, 215, 234, 235–236

customer experience formation in

, 106–108

customer experience method in

, 103–104

relationship with other retailing channels

, 100–103

terminology

, 98–100

Omnichannel retailing approach

, 76

“Click and Collect” concept

, 76–77

consumer decision-making process

, 80–81

customer experience

, 79–80

customer journey

, 80

discussion

, 86

future research directions

, 86–87

in-store marketing

, 78–79

research methodology

, 81–82

results

, 81–86

showrooming

, 77

webrooming

, 77–78

Omnichannel world

customer experience journey within

, 139–141

immersive experience model in

, 265–266

touchpoints as influencers in

, 141–143

OmniLuxury Contact

, 252–253

Omnis

, 201

Online

analytical processing

, 3

browsing

, 118

marketing

, 22

marketplace

, 18–19

promotions and deals

, 204

purchase

, 119

purchasing process

, 56

retailing

, 156

reviews

, 205

service quality

, 204

shopping advantages

, 201–202

shops

, 202

stores

, 199–200, 203–208, 212

touchpoints

, 200

word of mouth

, 206

Online channel

, 100, 168–169

in wholesaling

, 160

Online consumers

and/or customers

, 59

behavior

, 60–61

experience

, 80

Open universities

, 17

Operational process

, 45–46

Optical character recognition components

, 282

Organic result

, 220

Organizations

, 37

in omnichannel marketing environment

, 36

organizational model

, 178

sustainability strategies

, 2

“Others Syndrome, The”

, 245–246

Outdoor totem

, 263–264, 259

“Overwatch”

, 308–309

Own and Operated model (O&O model)

, 168, 170

Partner-owned touchpoints

, 141

Past–present–future process (PPF process)

, 136

Perceived consistency and seamlessness

, 216

Perceived Purchase Benefits Offline

, 206–207

Perceived Search Benefits Online

, 206

Personalization

, 98, 100, 108–109

interest

, 123

Personalized customer experience

, 109

Physical distribution

, 29

Physical stores

, 99, 111, 199–200, 202–208, 212, 214

Place utility

, 33

Play Store

, 213–214

Playerunknown’s Battlegrounds (PUBG)

, 306

Politics

, 21

Possession

, 33

Post-purchase stage

, 240, 251

Post-purchasing stage

, 104

Power

, 21

Pre-purchase stage

, 240, 247–249

Pre-purchasing stage

, 104

Price benefits

, 204

Print media

, 35

Product, price, promotion and place (Four P’s)

, 57

Product diagnosticity

, 204, 206–207

Product-centric marketing

, (see Marketing 1.0)

Products

, 29, 31

Professional knowledge

, 183

Psychological relief

, 123

Purchase stage

, 240, 249–251

Purchased digital content

, 121

Purchasing

decisions on multichannel operations

, 48–49

patterns

, 122

Quick Response (QR)

, 259

technology

, 262

Rational Functionalists, The

, 237

Recency-frequency-monetary value measures (RFM measures)

, 52, 135

Relational attributes

, 201

Relationship

focus

, 50

marketing

, 135–136, 138, 163

Repurchase intention

, 68

Research shoppers

, 235, 250, 252

Research shopping

, 20, 235

Resource allocation

, 47

Responsibilities

, 21

Responsive design technology

, 231

Retail channels

, 214

Retail industry

, 156

Retail shopping experiences of Gen Z

, 125–126

Retail therapy

, 124

Retailers

, 98, 100, 106, 118, 120, 198–200, 223

advantages and disadvantages of omnichannel

, 78–79

threat for traditional retailers

, 207–208

Retailing

, 154, 166–167, 213

store retailer types

, 155

Riot Games

, 311–312

Robotic process automation (RPA)

, 271–272

in banks

, 273–276

benefits in banks

, 279–282

further research directions

, 282–283

implementation in banks

, 276–279

methodology

, 273

technological criteria

, 278

vendors

, 279

Robotics

, 274

Robotization

, 19–20

Role playing game (RPG)

, 308–309

Sales channels

, 165–166

Sales staff

, 203

Sales Staff Assistance

, 207

Satisfaction

, 69

Save-ideas Pty Ltd

, 298–299

Save-Ideas. com platform

, 298

Science Citation Index Expanded

, 81

Sea Hiking Kayak Forum

, 18

Seamless

, 119–120

omnichannel strategy

, 128

shopping experience

, 126–127

Search Engine Optimization (SEO)

, 8, 212, 219–221, 224

Search Engine Results Page (SERP)

, 224

Search engines

, 212, 217–221

future research directions

, 225–226

omni-channel strategy in context of

, 221–224

solutions and recommendations

, 224–225

Security science

, 21

Security token

, 297

Security Token Offering

, 296

Segmentation

, 50

Self-care

, 123

Self-perceptions

, 123

“Service and planning” concepts

, 143

Service dominant logic

, 136

Service provider

, 98

Sharable content

, 120–121

“Sharing” social networking

, 15

Shopper experience

, 98

Shopping

, 250

over Internet

, 260–262

preferences

, 122

process on multichannel operations

, 48–49

Showrooming

, 77–78, 106, 112, 198, 235–236, 260

phenomenon

, 202–205

threat for traditional retailers

, 207–208

Simultaneous operation

, 214

Single channel

, 160–161, 214–215

Single channel marketing

, 29–30

SIPt

, 297

Skins

, 311

“Smart city” program

, 22

Smartphones

, 211

SO-LO-MO concept

, 224

Social commerce

, 261–262

Social connectors

, 62

Social media

, 18, 24, 58, 98, 100, 211, 224

Social networker segment

, 61

Social networking

, 121

Social relationships

, 204

Social responsibility

, 123

Social Sciences Citation Index

, 81

Social shoppers

, 62

Social thrivers

, 62

Society factor

, 63

Soft cap

, 300

Specialty store

, 155

Spin-off companies

, 191

“Starcraft Series”

, 308–309

Start-ups

, 177, 179, 184–187

examples and good practices

, 191–192

financing

, 188–189

and incubator house

, 190

and innovation

, 187–188

making

, 189

solutions and recommendations

, 192–193

spin-off companies

, 191

stages of starting business

, 180–184

Startup

, 179–180, 184–188

“Statute of Anne”

, 292

Story value

, 138

Strategic experiential modules

, 265

Structuring content analysis

, 291

Sumerbank

, 156

Summary content analysis

, 291

Supermarket

, 155,

Superstore

, 155

Support mechanism

, 181, 189, 190

Survival games

, 306, 310

“Swivel chair” processes

, 272

Tablets

, 211

Technological transformations

, 5

Technology

, 99, 117, 142, 225

democratization in

, 17–19

enhancing customer shopping experience

, 262–265

readiness

, 142

Tesco

, 198

Third Person Shooter

, 309

Timberland

, 168

Time allocation

, 47

Time Stamp Certificate

, 298, 301

“Time stamp”

, 293

Time utility

, 33

Timmons’ model

, 181–182

Tolkenization

, 288

“Touch and feel” need of customers

, 206

Touch system technology

, 263

Touch points

, 1, 200, 216–217

as influencers in omnichannel world

, 141–143

Town Centre

, 257–258

immersive experience model in omnichannel retail world

, 265–266

retailers

, 258–259

retailing

, 258–259

shopping over Internet

, 260–262

technologies enhancing customer shopping experience

, 262–265

Town Centre Management

, 258

Trade

, 160

Traditional advertising

, 35

Traditional luxury consumer

, 237

Traditional segments

, 62

“Transaction-based “consumer relations”

, 79

Trendsetters

, 61

Tri-component attitude model

, 140, 146

“Trust-free” transaction

, 288

Twitch TV

, 306

Ubisoft Art

, 310

Ubisoft Entertainment

, 309–310

Ubisoft Store

, 310

Uncertainty

, 200

Unified commerce

, 128

Unified theory of acceptance and use of technology (UTAUT2)

, 85–87

User interface

, 308

interactions

, 272

Ustream

, 192

Value of privacy

, 123–124

Values-driven marketing

, (see Marketing 3.0)

Vans

, 168

Viability indicators

, 258

Video games

, 306–307

Vitality indicators

, 258

Volume, velocity, and variety (Three Vs)

, 2

“Warcraft Series”

, 308

Web of Science Core Collection

, 81–81

Webrooming

, 77–78, 126, 198, 235–236, 250, 260

behavior

, 206

phenomenon

, 205–207

Wholesalers

, 159

Wholesaling

, 158–160, 167–168

online and mobile channels in

, 160

Wi-Fi

, 34, 106

Women

, 61

“World of Warcraft Series”

, 308–309

World Wide Web

, 14, 18, 23

Young mobile segment

, 61

Youth

, 61

YouTube

, 306