How to cite this paper
Baksi, A. (2013). Examining the moderating effects of CRM on retail atmospherics-shopping behavior link.Uncertain Supply Chain Management, 1(3), 115-132.
Refrences
Ang, S.H., Leong, S.M., & Lim, J. (1997). The mediating influence of pleasure and arousal on layout and signage effects. Journal of Retailing and Consumer Services, 4(1), 13-24.
Ahmed, P.K., & Rafiq, M. (2003). Internal marketing issues and challenges. European Journal of Marketing, 37(9), 1177-1186
Areni, C. S., & Kim, D. (1993), The influence of background music on shopping behavior: Classical versus top-forty music in a wine store, Advances in consumer research, Leigh McAlister and Michael L. Rothschild (Eds.), Provo, UT: Association for Consumer Research: 336-340.
Areni, C. S., & Kim, D. (1995). The Influence of In-Store Lighting on Consumers’ Examination of Merchandise in a Wine Store. International Journal of Research in Marketing, 11 (4), 117-125.
Armstrong, G., & Kotler, P. (2003). Marketing: An introduction, 6th ed., Upper Saddle River, NJ: Prentice Hall.
d’ Astous, A. (2000). Irritating aspects of the shopping environment. Journal of Business Research, 49(2), 149-156
Babin, B.J., Hardesty, D.A., & Suter, T. (2003). Color and shopping intentions: the intervening effect of price fairness and perceived affect. Journal of Business Research, 56(July), 541– 251.
Bailey, N., & Areni, C. (2006). When a few minutes sound like a lifetime: does atmospheric music expand or contract perceived time? Journal of Retailing, 82(3), 189-202.
Baker, J., Parasuraman, A., Grewal, D., & Voss, G.B. (2002). The influence of multiple store environment cues on perceived merchandise value and patronage intention. Journal of Marketing, 66(2), 120-141.
Baron, R.A., Rea, M.S., & Daniels, S.G. (1992). Effects of indoor lighting (illuminance and spectral distribution) on the performance of cognitive task and interpersonal behaviors: The potential mediating role of positive effect. Motivation and Emotion, 1, 1-33.
Baker, J., Grewal, D., & Parasuraman, A. (1994). The influence of store environment on quality inferences and store image. Journal of Academy of Marketing Science, 22(4), 328-339.
Bawa, K., Landwehr, J.T. & Krishna, A.A. (1989). Consumer response to retailers’ marketing environments: an analysis of coffee purchase data. Journal of Retailing, 65(4), 471-495
Bellizzi, J., & Hite, R. (1992). Environmental colour, consumer feelings and purchase likelihood. Psychology and Marketing, 9(5), 347-363.
Beverland, M. (2001). Contextual influences and the adoption and practice of relationship selling in a business-to-business setting: An exploratory study. Journal of Personal Selling & Sales Management, 21, (3), 207-15.
Bone, P.F., & Ellen, P.S. (1989) Scents in the marketplace: explaining a fraction of olfaction. Journal of Retailing, 75(2), 243–262.
Broekemier, G., Marquardt, R., & Gentry, J. (2008). An exploration of happy/sad and liked/disliked music effects on shopping intentions in a woman’s clothing store service setting. Journal of Services Marketing, 22(1), 59-67.
Brown, S.A. (2000). Customer relationship management: A strategic imperative in the world of e-business. Canada, John-Wiley & Sons.
Brohman, M.K., Richard T. Watson, Gabriele Piccoli, and A. Parasuraman (2003). Data completeness: A key to effective net-based customer service systems. Communications of the ACM, 46 (6), 47–51.
Butler, S. (2000). Changing the game: CRM in the E-world. Journal of Business Strategy, 21(2), 13-14.
Chebat, J.C., & Michon, R. (2003). Impact of ambient odors on mall shoppers’ emotions, cognition and spending: a test of competitive causal theories. Journal of Business Research, 56, 529-539#3
Cornelius, B., Natter, M., and Faure, C. (2010). How store front displays influence retail store image. Journal of Retail and Consumer Services, 17, 143-151.
Dargah, D.B., & Golrokhsari, H. (2012). The application of CRM system in retail industry. Journal of Advanced Social Research, 2(5), 260-268.
Dennis, C., & Newman, A. (2005). Modeling the effects of mall atmospherics and shoppers’ approach behaviours. Brunel Business School Working Paper Series: Special issue on Marketing, 2, 1-32.
Din,R. (2000). NewRetail. London: Conran Octopus.
Donovan, R.J., & Rossiter, J. (1982). Store atmosphere: An environmental psychology approach. Journal of Retailing, 58, 34-57.
Donovan, R.J., Rossiter, R.J., Marcoolyn, G., & Nesdale, A. (1994). Store atmosphere and purchasing behaviour. Journal of Retailing, 70(3), 283-294.
Dubé, L., & Morin, S. (2001). Background music pleasure and store evaluation: intensity effects and psychological mechanisms. Journal of Business Research, 54(2), 107-113.
Eroglu, S.A., & Machleit, K.A. (1990). An empirical study of retail crowding: Antecedents and consequences. Journal of Retailing, 66, 201–221.
Espinoza, F., Liberali, G., & D’Angelo, A. (2004). Testing the influence of retail atmosphere on store choice criteria, perceived value and patronage intention. Winter Educators’ Conference Proceedings, American Marketing Association, Scottsdale, USA, 15, 120-125.
Fiore, A.M., Yah, X., & Yoh, E. (2000). Effects of a product display and environmental fragrancing on approach responses and pleasurable experiences. Psychology Marketing, 17(1), 27 – 54.
Foxall, G.R., & Soriano, M.Y. (2005). Situational influences on consumers’ attitudes and behaviour. Journal of Business Research, 58(4), 518-525.
Freeland, J. (2003). HBR case commentary: What can Barry do to save the project? Harvard Business Review, 81(12), 38.
Foxall, G. R. (2002). Consumer Behavior Analysis: Critical Perspectives, Routledge.
Garlin, F., & Owen, K. (2006). Setting the tone with the tune: A meta-analytic review of the effects of background music in retail settings. Journal of Business Research, 59, 755-764.
Gilaninia, S., & Ghashlagh, B.G. (2012). Relationship marketing system and its impact on customer buying behavior. Journal of Basic Applied Science and Research, 2(3), 2473-2480.
Gustafsson, A., Johnson, M.D. & Roos, I. (2005). The effects of customer satisfaction, relationship commitment dimensions, and triggers on customer retention. Journal of Marketing, 69 (October), 210–18.
Hirsch, A.R. (1995). Effects of ambient odors on slot machine usage in a Las Vegas casino. Psychological Marketing, 12(7), 585– 594.
Hofstede, G. (2011). Cultural Dimensions.com Available at: http://www.geert-hofstede.com/hofstede_taiwan.shtml [Accessed February, 27th , 2013].
Homburg, C., Workman, J.P., & Jensen, O. (2000). Fundamental changes in marketing organization: The movement towards a customer-focused organizational structure. Journal of the Academy of Marketing Science, 28(4), 459-478
Hui, M., & Bateson, J. (1991). Perceived control and the effects of crowding and consumer choice on the service experience. Journal of Consumer Research, 18, 174-184.
Hutton, J.D. & Richardson, L.D. (1995). Healthscapes: the role of the facility and physical environment on consumer attitudes, satisfaction, quality assessments, and behaviors. Health Care Management Review, 20(2), 48-61
Inman, J.J., Winer, R.S. & Ferraro, R. (2009). The interplay among category characteristics, customer characteristics, and customer activities on instore decision making. Journal of Marketing, 73(5), 19-29.
Jain, D. and Singh, S.S. (2002). Customer lifetime value research in marketing: A review and future directions. Journal of Interactive Marketing, 16(2), 34-46.
Knasko, S.C. (1993) Lingering time in a museum in the presence of congruent and incongruent odors. Chemical Senses 18(October), 581.
Kotler, P. (1974). Atmospherics as a marketing tool. Journal of Retailing, 49, 48-64.
Kumar, I., Garg, R. and Rahman, Z. (2010). Influence of retail atmospherics on customer value in an emerging market condition. Great Lakes Herald, 4(1), 1-9.
Kumar, S. A., Mani, B. T., Mahalingam, S., and Vanjikovan, M. (2010). Influence of Service Quality on Attitudinal Loyalty in Private Retail Banking: an empirical study. IUP Journal of Management Research, 9(4), 21-38.
Levy, M. & Weitz, B.A. (2009). Retailing Management. 7th ed., Boston, USA: Irwin.
Li, J, G.T., Kim, J. O. & Lee, S.Y. (2009). An empirical examination of perceived retail crowding, emotions, and retail outcomes. Service Industries Journal, 29(5), 635-652.
Machleit, K.A., Eroglu, S.A., & Powell, M. S. (2000). Perceived retail crowding and shopping satisfaction: what modifies this relationship? Journal of Consumer Psychology, 9(1), 29– 42.
Machleit, K.A. and Mantel, S.P. (2001). Emotional response and shopping satisfaction: Moderating effects of shopper attributions. Journal of Business Research, 54(2), 97-106.
Massicotte, M., Michon, R., Chebat, J., Sirgy, M.J., & Borges, A. (2011). Effects of mall atmosphere on mall evaluation: Teenage versus adult shoppers. Journal of Retailing and Consumer Services, 18, 74-80.
Mathwick, C., Malhotra, N.K., & Rigdon, E. (2002). The effect of dynamic retail experience on experimental perception of value: an internet and catalogue comparison. Journal of Retailing, 78, 51-60.
Mattila, A.S., & Wirtz, J. (2001). Congruency of scent and music as a driver of in-store evaluations and behaviour. Journal of Retailing, 77(2), 273-289.
Mehrabian, A., & Russell, J. (1974). An approach to environmental psychology. Cambridge, MA: MIT Press.
Michon, R., Chebat, J.C., & Turley, L.W. (2005). Mall atmospherics: The interaction effects of the mall environment on shopping behaviour. Journal of Business Research, 58(5), 576-583.
Milliman, R. (1982). Using background music to affect the behaviour of supermarket shoppers. Journal of Marketing, 46, 86-91.
Mithas, S., Jones, J. L., Krishnan, M. S., & Fornell, C. (2005). A theoretical integration of technology adoption and business value literature: The case of CRM systems. Working paper, Ross School of Business, Univ. Michigan.
Morin, S., Dube, L., & Chebat, J. (2007). The role of pleasant music in servicescapes: A test of the dual model of environmental perception. Journal of Retailing, 83, 115-130.
Morrin, M., & Ratneshwar, R. (2000). The impact of ambient scent on evaluation, attention and memory for familiar and unfamiliar brands. Journal of Business Research,49(2),157– 66.
Newman, A.J. (2002). Some manipulable elements of service setting and their impact on company image and reputation. International Journal of New Product Development and Innovation Management, 4(3), 287-304
Ng, C.F. (2003). Satisfying shoppers’ psychological needs: From public market to cyber mall. Environmental Psychological, 23, 439-455.
Oakes, S. & North, A.C. (2008). Using music to influence cognitive and affective responses in queues of low and high crowd density. Journal of Marketing Management, 24(5-6), 589-602
Pan, F. C., Su, S. J., & Chiang, C. C. (2008). Dual attractiveness of winery: atmospheric cues on purchasing. International Journal of Wine Business Research, 20(2), 95-110.
Payne, A. (2009). Handbook of CRM: Achieving Excellence in Customer Management. Oxford: Butterworth-Heinemann.
Pepperd, J. (2000). Customer relationship management (CRM) in financial services. European Management Journal, 18(3), 312-327.
Plessis, M. D., & Boon, J. A. (2004). Knowledge management in eBusiness and customer relationship management: South African case study findings. International Journal of Information Management, 24(1), 73-86.
Raajpoot, N.A., Sharma, A. & Chebat, J. C. (2008). The role of gender and work status in shopping center patronage. Journal of Business Research, 61(8), 825-833.33
Rigby, D., & Ledingham, D. (2004). CRM done right. Harvard Business Review, 80(2), 101-109.
Russell, J.A., & Pratt, G. (1980). A description of the affective quality attributed to environments. Journal of Personality and Social Psychology, 38(2), 311-322.
Ryals, L., & Knox, S. (2001). Cross-functional issues in the implementation of relationship marketing through customer relationship management. European Management Journal, 19(5), 534-542.
Sheth, J.N., Sisodia, R.S., & Sharma, A. (2000). The antecedents and consequences of customer centric marketing. Journal of the Academy of Marketing Science, 28(1), 55-66.
Sherman, E., & Smith, R.B. (1987). Mood states of shoppers and store image: promising interactions and possible behavioural effect. Advances in Consumer Research, 14(1), 251-254
Spangenberg, E.R., Crowley, A, & Henderson, P.W. (1996). Improving the store environment: do olfactory cues affect evaluations and behaviors? Journal of Marketing, 60, 67– 80 [April].
Spangenberg, E., Grohmann, B., & Sprott, D. (2005). It’s beginning to smell (and sound) a lot like Christmas: The interactive effects of ambient scent and music in a retail setting. Journal of Business Research, 58, 1583-1589.
Spies, K., Hesse, F., & Loesch, K. (1997). Store atmosphere, mood and purchasing behaviour. International Journal of Research in Marketing, 14, 1-17.
Smith, P.C., & Curnow, R. (1996). Arousal hypotheses and the effects of music on purchasing behavior. Journal of Applied Psychology, 50(3), 255-256.
Srinivasan, S.S., Anderson, R.E., & Ponnavolu, K. (2002). Customer loyalty in e-commerce: An exploration of its antecedents and consequences. Journal of Retailing, 78(1), 41-50
Srivastava, R.K., Tasadduq, A.S., & Fahey, L. (1999). Marketing, business processes and shareholder value: An organizationally embedded view of marketing activities and the discipline of marketing. Journal of Marketing, 63(4), 168-179
Schmid, J. and Weber, A. (1998). Desktop database marketing. IL: NIC Business Books.
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Ahmed, P.K., & Rafiq, M. (2003). Internal marketing issues and challenges. European Journal of Marketing, 37(9), 1177-1186
Areni, C. S., & Kim, D. (1993), The influence of background music on shopping behavior: Classical versus top-forty music in a wine store, Advances in consumer research, Leigh McAlister and Michael L. Rothschild (Eds.), Provo, UT: Association for Consumer Research: 336-340.
Areni, C. S., & Kim, D. (1995). The Influence of In-Store Lighting on Consumers’ Examination of Merchandise in a Wine Store. International Journal of Research in Marketing, 11 (4), 117-125.
Armstrong, G., & Kotler, P. (2003). Marketing: An introduction, 6th ed., Upper Saddle River, NJ: Prentice Hall.
d’ Astous, A. (2000). Irritating aspects of the shopping environment. Journal of Business Research, 49(2), 149-156
Babin, B.J., Hardesty, D.A., & Suter, T. (2003). Color and shopping intentions: the intervening effect of price fairness and perceived affect. Journal of Business Research, 56(July), 541– 251.
Bailey, N., & Areni, C. (2006). When a few minutes sound like a lifetime: does atmospheric music expand or contract perceived time? Journal of Retailing, 82(3), 189-202.
Baker, J., Parasuraman, A., Grewal, D., & Voss, G.B. (2002). The influence of multiple store environment cues on perceived merchandise value and patronage intention. Journal of Marketing, 66(2), 120-141.
Baron, R.A., Rea, M.S., & Daniels, S.G. (1992). Effects of indoor lighting (illuminance and spectral distribution) on the performance of cognitive task and interpersonal behaviors: The potential mediating role of positive effect. Motivation and Emotion, 1, 1-33.
Baker, J., Grewal, D., & Parasuraman, A. (1994). The influence of store environment on quality inferences and store image. Journal of Academy of Marketing Science, 22(4), 328-339.
Bawa, K., Landwehr, J.T. & Krishna, A.A. (1989). Consumer response to retailers’ marketing environments: an analysis of coffee purchase data. Journal of Retailing, 65(4), 471-495
Bellizzi, J., & Hite, R. (1992). Environmental colour, consumer feelings and purchase likelihood. Psychology and Marketing, 9(5), 347-363.
Beverland, M. (2001). Contextual influences and the adoption and practice of relationship selling in a business-to-business setting: An exploratory study. Journal of Personal Selling & Sales Management, 21, (3), 207-15.
Bone, P.F., & Ellen, P.S. (1989) Scents in the marketplace: explaining a fraction of olfaction. Journal of Retailing, 75(2), 243–262.
Broekemier, G., Marquardt, R., & Gentry, J. (2008). An exploration of happy/sad and liked/disliked music effects on shopping intentions in a woman’s clothing store service setting. Journal of Services Marketing, 22(1), 59-67.
Brown, S.A. (2000). Customer relationship management: A strategic imperative in the world of e-business. Canada, John-Wiley & Sons.
Brohman, M.K., Richard T. Watson, Gabriele Piccoli, and A. Parasuraman (2003). Data completeness: A key to effective net-based customer service systems. Communications of the ACM, 46 (6), 47–51.
Butler, S. (2000). Changing the game: CRM in the E-world. Journal of Business Strategy, 21(2), 13-14.
Chebat, J.C., & Michon, R. (2003). Impact of ambient odors on mall shoppers’ emotions, cognition and spending: a test of competitive causal theories. Journal of Business Research, 56, 529-539#3
Cornelius, B., Natter, M., and Faure, C. (2010). How store front displays influence retail store image. Journal of Retail and Consumer Services, 17, 143-151.
Dargah, D.B., & Golrokhsari, H. (2012). The application of CRM system in retail industry. Journal of Advanced Social Research, 2(5), 260-268.
Dennis, C., & Newman, A. (2005). Modeling the effects of mall atmospherics and shoppers’ approach behaviours. Brunel Business School Working Paper Series: Special issue on Marketing, 2, 1-32.
Din,R. (2000). NewRetail. London: Conran Octopus.
Donovan, R.J., & Rossiter, J. (1982). Store atmosphere: An environmental psychology approach. Journal of Retailing, 58, 34-57.
Donovan, R.J., Rossiter, R.J., Marcoolyn, G., & Nesdale, A. (1994). Store atmosphere and purchasing behaviour. Journal of Retailing, 70(3), 283-294.
Dubé, L., & Morin, S. (2001). Background music pleasure and store evaluation: intensity effects and psychological mechanisms. Journal of Business Research, 54(2), 107-113.
Eroglu, S.A., & Machleit, K.A. (1990). An empirical study of retail crowding: Antecedents and consequences. Journal of Retailing, 66, 201–221.
Espinoza, F., Liberali, G., & D’Angelo, A. (2004). Testing the influence of retail atmosphere on store choice criteria, perceived value and patronage intention. Winter Educators’ Conference Proceedings, American Marketing Association, Scottsdale, USA, 15, 120-125.
Fiore, A.M., Yah, X., & Yoh, E. (2000). Effects of a product display and environmental fragrancing on approach responses and pleasurable experiences. Psychology Marketing, 17(1), 27 – 54.
Foxall, G.R., & Soriano, M.Y. (2005). Situational influences on consumers’ attitudes and behaviour. Journal of Business Research, 58(4), 518-525.
Freeland, J. (2003). HBR case commentary: What can Barry do to save the project? Harvard Business Review, 81(12), 38.
Foxall, G. R. (2002). Consumer Behavior Analysis: Critical Perspectives, Routledge.
Garlin, F., & Owen, K. (2006). Setting the tone with the tune: A meta-analytic review of the effects of background music in retail settings. Journal of Business Research, 59, 755-764.
Gilaninia, S., & Ghashlagh, B.G. (2012). Relationship marketing system and its impact on customer buying behavior. Journal of Basic Applied Science and Research, 2(3), 2473-2480.
Gustafsson, A., Johnson, M.D. & Roos, I. (2005). The effects of customer satisfaction, relationship commitment dimensions, and triggers on customer retention. Journal of Marketing, 69 (October), 210–18.
Hirsch, A.R. (1995). Effects of ambient odors on slot machine usage in a Las Vegas casino. Psychological Marketing, 12(7), 585– 594.
Hofstede, G. (2011). Cultural Dimensions.com Available at: http://www.geert-hofstede.com/hofstede_taiwan.shtml [Accessed February, 27th , 2013].
Homburg, C., Workman, J.P., & Jensen, O. (2000). Fundamental changes in marketing organization: The movement towards a customer-focused organizational structure. Journal of the Academy of Marketing Science, 28(4), 459-478
Hui, M., & Bateson, J. (1991). Perceived control and the effects of crowding and consumer choice on the service experience. Journal of Consumer Research, 18, 174-184.
Hutton, J.D. & Richardson, L.D. (1995). Healthscapes: the role of the facility and physical environment on consumer attitudes, satisfaction, quality assessments, and behaviors. Health Care Management Review, 20(2), 48-61
Inman, J.J., Winer, R.S. & Ferraro, R. (2009). The interplay among category characteristics, customer characteristics, and customer activities on instore decision making. Journal of Marketing, 73(5), 19-29.
Jain, D. and Singh, S.S. (2002). Customer lifetime value research in marketing: A review and future directions. Journal of Interactive Marketing, 16(2), 34-46.
Knasko, S.C. (1993) Lingering time in a museum in the presence of congruent and incongruent odors. Chemical Senses 18(October), 581.
Kotler, P. (1974). Atmospherics as a marketing tool. Journal of Retailing, 49, 48-64.
Kumar, I., Garg, R. and Rahman, Z. (2010). Influence of retail atmospherics on customer value in an emerging market condition. Great Lakes Herald, 4(1), 1-9.
Kumar, S. A., Mani, B. T., Mahalingam, S., and Vanjikovan, M. (2010). Influence of Service Quality on Attitudinal Loyalty in Private Retail Banking: an empirical study. IUP Journal of Management Research, 9(4), 21-38.
Levy, M. & Weitz, B.A. (2009). Retailing Management. 7th ed., Boston, USA: Irwin.
Li, J, G.T., Kim, J. O. & Lee, S.Y. (2009). An empirical examination of perceived retail crowding, emotions, and retail outcomes. Service Industries Journal, 29(5), 635-652.
Machleit, K.A., Eroglu, S.A., & Powell, M. S. (2000). Perceived retail crowding and shopping satisfaction: what modifies this relationship? Journal of Consumer Psychology, 9(1), 29– 42.
Machleit, K.A. and Mantel, S.P. (2001). Emotional response and shopping satisfaction: Moderating effects of shopper attributions. Journal of Business Research, 54(2), 97-106.
Massicotte, M., Michon, R., Chebat, J., Sirgy, M.J., & Borges, A. (2011). Effects of mall atmosphere on mall evaluation: Teenage versus adult shoppers. Journal of Retailing and Consumer Services, 18, 74-80.
Mathwick, C., Malhotra, N.K., & Rigdon, E. (2002). The effect of dynamic retail experience on experimental perception of value: an internet and catalogue comparison. Journal of Retailing, 78, 51-60.
Mattila, A.S., & Wirtz, J. (2001). Congruency of scent and music as a driver of in-store evaluations and behaviour. Journal of Retailing, 77(2), 273-289.
Mehrabian, A., & Russell, J. (1974). An approach to environmental psychology. Cambridge, MA: MIT Press.
Michon, R., Chebat, J.C., & Turley, L.W. (2005). Mall atmospherics: The interaction effects of the mall environment on shopping behaviour. Journal of Business Research, 58(5), 576-583.
Milliman, R. (1982). Using background music to affect the behaviour of supermarket shoppers. Journal of Marketing, 46, 86-91.
Mithas, S., Jones, J. L., Krishnan, M. S., & Fornell, C. (2005). A theoretical integration of technology adoption and business value literature: The case of CRM systems. Working paper, Ross School of Business, Univ. Michigan.
Morin, S., Dube, L., & Chebat, J. (2007). The role of pleasant music in servicescapes: A test of the dual model of environmental perception. Journal of Retailing, 83, 115-130.
Morrin, M., & Ratneshwar, R. (2000). The impact of ambient scent on evaluation, attention and memory for familiar and unfamiliar brands. Journal of Business Research,49(2),157– 66.
Newman, A.J. (2002). Some manipulable elements of service setting and their impact on company image and reputation. International Journal of New Product Development and Innovation Management, 4(3), 287-304
Ng, C.F. (2003). Satisfying shoppers’ psychological needs: From public market to cyber mall. Environmental Psychological, 23, 439-455.
Oakes, S. & North, A.C. (2008). Using music to influence cognitive and affective responses in queues of low and high crowd density. Journal of Marketing Management, 24(5-6), 589-602
Pan, F. C., Su, S. J., & Chiang, C. C. (2008). Dual attractiveness of winery: atmospheric cues on purchasing. International Journal of Wine Business Research, 20(2), 95-110.
Payne, A. (2009). Handbook of CRM: Achieving Excellence in Customer Management. Oxford: Butterworth-Heinemann.
Pepperd, J. (2000). Customer relationship management (CRM) in financial services. European Management Journal, 18(3), 312-327.
Plessis, M. D., & Boon, J. A. (2004). Knowledge management in eBusiness and customer relationship management: South African case study findings. International Journal of Information Management, 24(1), 73-86.
Raajpoot, N.A., Sharma, A. & Chebat, J. C. (2008). The role of gender and work status in shopping center patronage. Journal of Business Research, 61(8), 825-833.33
Rigby, D., & Ledingham, D. (2004). CRM done right. Harvard Business Review, 80(2), 101-109.
Russell, J.A., & Pratt, G. (1980). A description of the affective quality attributed to environments. Journal of Personality and Social Psychology, 38(2), 311-322.
Ryals, L., & Knox, S. (2001). Cross-functional issues in the implementation of relationship marketing through customer relationship management. European Management Journal, 19(5), 534-542.
Sheth, J.N., Sisodia, R.S., & Sharma, A. (2000). The antecedents and consequences of customer centric marketing. Journal of the Academy of Marketing Science, 28(1), 55-66.
Sherman, E., & Smith, R.B. (1987). Mood states of shoppers and store image: promising interactions and possible behavioural effect. Advances in Consumer Research, 14(1), 251-254
Spangenberg, E.R., Crowley, A, & Henderson, P.W. (1996). Improving the store environment: do olfactory cues affect evaluations and behaviors? Journal of Marketing, 60, 67– 80 [April].
Spangenberg, E., Grohmann, B., & Sprott, D. (2005). It’s beginning to smell (and sound) a lot like Christmas: The interactive effects of ambient scent and music in a retail setting. Journal of Business Research, 58, 1583-1589.
Spies, K., Hesse, F., & Loesch, K. (1997). Store atmosphere, mood and purchasing behaviour. International Journal of Research in Marketing, 14, 1-17.
Smith, P.C., & Curnow, R. (1996). Arousal hypotheses and the effects of music on purchasing behavior. Journal of Applied Psychology, 50(3), 255-256.
Srinivasan, S.S., Anderson, R.E., & Ponnavolu, K. (2002). Customer loyalty in e-commerce: An exploration of its antecedents and consequences. Journal of Retailing, 78(1), 41-50
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