라이브 스트림 커머스는 엔터테인먼트, 사회적 상호작용, 실시간 구매를 통합하여 디지털 소매업 의 판도를 변화시키고 있으며, 이로써 독특한 쇼핑 경험을 제공하고 있다. 본 연구는 감각적, 인지 적, 정서적, 행동적, 관계적 차원으로 구성된 고객 경험이 이러한 새로운 환경에서 소비자의 재구 매 의도에 어떠한 영향을 미치는지 확인하고자 한다. 특히, 상호 이해, 상호 호혜, 조화로운 관계에 기반하여 실시간 상호작용을 통해 빠르게 형성되는 대인 관계인 ‘스위프트 관시(swift guanxi)’가 중요한 개념으로 부각되고 있으며, 이는 소비자와 스트리머 간의 실시간 상호작용 속에서 형성된 다. 이에 본 연구는 사회적 교환 이론에 근거하여 스위프트 관시가 이러한 관계를 어떻게 조절하는 지 탐색하고자 한다. 이를 위해 라이브 커머스 사용 경험이 있는 중국 소비자를 대상으로 설문조사 를 실시하였으며, 회수된 361부를 바탕으로 회귀분석을 실시하였다. 분석 결과, 감각적, 인지적, 정서적, 행동적, 관계적 경험은 재구매 의도에 긍정적인 영향을 미치는 것으로 나타났다. 더불어, 스위프트 관시는 이러한 관계를 긍정적으로 조절하여 고객 경험이 재구매 의도에 미치는 영향을 강 화하는 것을 확인하였다. 본 연구는 사회적 교환 이론을 라이브 스트림 커머스 내 소비자 행동 분 야로 확장하고, 고객 경험을 감각적, 인지적, 정서적, 행동적, 관계적 차원으로 구분하여 재구매 의 도에 미치는 영향을 살펴보았다는 점에서 의의가 있다. 또한, 기존 관시의 개념을 넘어, 온라인 상 황에서 빠르게 형성되는 신뢰 기반의 관계인 스위프트 관시가 고객 경험과 재구매 의도의 관계에 미치는 조절효과를 살펴보았다는 점에서 의의가 있을 것으로 기대된다. 이는, 문화적 및 사회적 상 호작용의 특성을 기반으로 중국의 라이브 스트림 커머스 내 소비자 행동에 대한 보다 폭넓은 이해 를 제공할 수 있을 것으로 기대된다.

We are living in a world that is increasingly digital and undergoing dramatic changes as a result. In particular for luxury fashion, growing numbers of online customers as well as fast changing business environment, luxury retailers face the challenge of differentiating themselves by offering a better online customer experience (Chen et al. 2021). By doing so, luxury fashion retailers are increasingly deploying chatbots in their service encounters to enhance customer experience (Roy & Naidoo, 2021). Chatbots are powered by Artificial Intelligence (AI) (Hoyer et al. 2020) and are an example of AI robot that can provide human-computer interactions on a retail website (Lee et al. 2017). Intended to enhance the online customer experience, chatbots have the potential to provide a better understanding of the product performance, enable efficient use of customer time, and help build crucial customer relationships (Rese et al. 2020; Wilson-Nash et al. 2020; Xu et al. 2022). Therefore, chatbots’ potential has been highly valued by fashion retail industry and academia (Jiang et al. 2022).

We are living in a world that is increasingly digital and undergoing dramatic changes as a result. In particular for luxury fashion, growing numbers of online customers as well as fast changing business environment, luxury retailers face the challenge of differentiating themselves by offering a better online customer experience (Chen et al. 2021). By doing so, luxury fashion retailers are increasingly deploying chatbots in their service encounters to enhance customer experience (Roy & Naidoo, 2021). Chatbots are powered by Artificial Intelligence (AI) (Hoyer et al. 2020) and are an example of AI robot that can provide human-computer interactions on a retail website (Lee et al. 2017). Intended to enhance the online customer experience, chatbots have the potential to provide a better understanding of the product performance, enable efficient use of customer time, and help build crucial customer relationships (Rese et al. 2020; Wilson-Nash et al. 2020; Xu et al. 2022). Therefore, chatbots’ potential has been highly valued by fashion retail industry and academia (Jiang et al. 2022).

Driving to the store, finding parking, defective carts, difficulties in finding items, poor product info, long lines for checkout, unclear receipts, carrying heavy shopping bags home, and forgotten items are some of the most common barriers experienced by grocery shoppers. These are also the most common reasons why shoppers decide to switch to alternative retailers or to online grocery channels. COVID-19 accelerated this trend with online grocery shopping and home delivery services became prevalent and grew significantly during the pandemic (Gupta & Mukhejee, 2022). Today, e-grocery has reached 11% of the total grocery sales and being expected to reach 19% by 2025 in US (source: Statista, 2022). Brick and mortar grocery retailers declare to suffer from low loyalty of their customer and margin pressure. On the other side, the recent investments of online pure players such as Amazon and Alibaba in physical retail, including grocery, show that the physical shopping has still potential to lead retailers’ growth, also within grocery. Grocery retailers should therefore find new ways to attract and retain customers to their stores. Offering a better customer experience (CE) may be a valuable strategy to this end. A great CE has emerged at the base of a sustainable competitive advantage for companies, and it is at the heart of customer loyalty (Grewal et al., 2017) in several sectors but has often been neglected within grocery selling.

The capability for Artificial Intelligence in the beauty industry is enormous, as customers are demanding increasingly customized offers that only these strategies can offer. However, there is still a scarcity of empirical research on customer experiences enabled by AI, which highlights this research's relevance, which we intend to bridge.

As the importance of online virtual spaces increases due to COVID-19, interest in online virtual spaces using 4th industrial technology is increasing. Accordingly, the metaverse that combines virtual and real is becoming an issue. In the fashion industry, marketing using online is gradually increasing, and various attempts are being made by converging with the metaverse to provide new and enjoyable experiences to customers. This study looked at the impact of customer experience of a luxury fashion brand pop-up store on customer satisfaction, affective commitment and brand loyalty in a metaverse environment where utilization is increasing due to COVID-19 and technological development. For the analysis data of this study, a survey was conducted on the users who experienced the metaverse platform Zepeto's ' BVLGARI World'. As a result of examining the effect of the customer experience of a luxury fashion brand pop-up store on customer satisfaction, affective commitment, and brand loyalty in a metaverse environment, some of the customer experiences affect customer satisfaction, and the proposed hypothesis was partially accepted. In addition, it was confirmed that customer satisfaction affects affective commitment and brand loyalty, and affective commitment affects brand loyalty. In this study, we examine the impact of the customer experience of a luxury fashion brand pop-up store on customer satisfaction, affective commitment, and brand loyalty in the metaverse environment, and identify what is needed for more active convergence and activation of the metaverse and fashion brands. Also, we provide practical implications to people who involved in the metaverse and the fashion industry.

This study, based on mixed method research design, explores the mechanism by which online service provider experiences are indirectly influenced by service interactions (service manner and need identification) in a rarely explored context (e-learning service and digital product/online MBA). While the service provided by employees is argued to play an important role in consumers’ evaluations of service performance (Vasconcelos et al., 2015), the impact of service interaction on experience (combining credence service theory and customer experience theory) has to date not been explored.

Customers’ service experience is related to the perceived state in the process of interacting with the target at various channel touchpoints (Kaushal & Yadav, 2023). Furthermore, positive customers’ service experiences can increase the repurchase intention of buyers by strengthening the interconnection and cooperation between buyers and suppliers in business-to-business (B2B) firms and reinforcing corporate competitive positioning.

Customer experience is a top priority for business executives and a competitive ground for marketing. Business-to-business (B2B) customer experience is more intricate as it involves multiple actors with distinct roles and objectives, necessitating more customization and knowledge. Hence, it is paramount for organizations operating in the B2B space to understand and enhance the customer experience to gain a competitive edge. This complexity is further amplified in cross-border settings where partners face additional differences and distances, requiring even more mutual adaptations than in domestic business interactions. In such scenarios, individuals involved may significantly differ in terms of culture, language, and business practices.

This research aims to assess the current status of online trade relations between Kuwait and Portugal. To do so, we examine how firm managers from Portugal and Kuwait use online platforms to engage customers to enhance firm performance. A set of existing constructs was chosen (Online Experience, Customer Inspiration, Online Customer Engagement, Firm Performance, National Culture), which were included in a proposed model of structural equations, in order to assess the contribution of Online Experience and Customer inspiration to the current status of online trade relations (through Online Customer Engagement), and how these can be improved to the further development of e-commerce between the two countries.