Skip to main content
Disciplines
Automotive Business IT + Informatics Construction + Real Estate Electrical Engineering + Electronics Energy + Sustainability Insurance + Risk Finance + Banking Management + Leadership Marketing + Sales Mechanical Engineering + Materials
Events
DE
EN
Books
Journals
Topic Page
Marketing
Start single access now
Access for companies
EXTENDED SEARCH
Log in
Top
Published in:
A New Service Class Scheme for Service Innovation in Japanese Automation Industry Read chapter Read first chapter

2017 | OriginalPaper | Chapter

Customer Experience in Traditional and Modern Retail Formats: A Case Study of Vietnam

Authors : Nhung Tran Thi Tuyet, Yoshinori Hara

Published in: Serviceology for Smart Service System

Publisher: Springer Japan

Log in

Activate our intelligent search to find suitable subject content or patents.

search-config
loading …

Abstract

Customer experience that is co-created by both sides of the service provider and customer becomes a main element toward competitive advantage. The purpose of this paper is to examine the customer experience toward two major retail types: the Vietnamese traditional retail format (wet market) and modern retail sector (supermarket). The data mentioned throughout this paper were obtained by a survey, and the results indicate that while the strengths of supermarkets are brought by the facility, safety, and hygiene products, the strength of the wet market is sustained by aspects such as freshness, relationship, and context. The results show that interpersonal relationships are the essential component that makes the way in which the wet market can maintain its sustainability. The results pave the way for recommendations of some policies.

Dont have a licence yet? Then find out more about our products and how to get one now:

Springer Professional "Wirtschaft+Technik"

Online-Abonnement

Mit Springer Professional "Wirtschaft+Technik" erhalten Sie Zugriff auf:

  • über 102.000 Bücher
  • über 537 Zeitschriften

aus folgenden Fachgebieten:

  • Automobil + Motoren
  • Bauwesen + Immobilien
  • Business IT + Informatik
  • Elektrotechnik + Elektronik
  • Energie + Nachhaltigkeit
  • Finance + Banking
  • Management + Führung
  • Marketing + Vertrieb
  • Maschinenbau + Werkstoffe
  • Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

inform now

Springer Professional "Technik"

Online-Abonnement

Mit Springer Professional "Technik" erhalten Sie Zugriff auf:

  • über 67.000 Bücher
  • über 390 Zeitschriften

aus folgenden Fachgebieten:

  • Automobil + Motoren
  • Bauwesen + Immobilien
  • Business IT + Informatik
  • Elektrotechnik + Elektronik
  • Energie + Nachhaltigkeit
  • Maschinenbau + Werkstoffe




 

Jetzt Wissensvorsprung sichern!

inform now

Springer Professional "Wirtschaft"

Online-Abonnement

Mit Springer Professional "Wirtschaft" erhalten Sie Zugriff auf:

  • über 67.000 Bücher
  • über 340 Zeitschriften

aus folgenden Fachgebieten:

  • Bauwesen + Immobilien
  • Business IT + Informatik
  • Finance + Banking
  • Management + Führung
  • Marketing + Vertrieb
  • Versicherung + Risiko




Jetzt Wissensvorsprung sichern!

inform now
previous chapter Realization of Mobility as a Service in View of Ambient Intelligence
next chapter A Combinatorial Auction-Based Approach to Staff Shift Scheduling in Restaurant Business
Literature
1.
Verhoef, Peter C., Katherine N. Lemon, A. Parasuraman, Anne Roggeveen, Michael Tsiros, and Leonard A. Schlesinger., 2009, Customer Experience Creation: Determinants, Dynamics and Management Strategies, Journal of Retailing, 85–2, 139–153.
2.
Berry, Leonard L., Lewis P. Carbon, and Stephan H. Heackel, 2002, Managing the Total Customer Experience, MIT Sloan Management Review, 43–3, 85–89.
3.
Kondo Kimihiko, Co-Creation Value in Retail: Management the Experience Value, 2013, Journal of Marketing 32(4), 50–62.
4.
Prahalad, C. K. and Venkatram Ramaswamy., 2004a, The Future of Competition: Co-Creating Unique Value with Customers. Harvard Business School Press.
5.
Prahalad, C. K. and Venkatram Ramaswamy., 2004b, Co-creation Experiences: The Next Practice in Value Creation, Journal of Interactive marketing, 18–3, 5–14.CrossRef
6.
Masayoshi Maruyama and Le Viet Trung, 2007, Supermarkets in Vietnam: Opportunities and Obstacles, Asian Economic Journal, 21–1, 19–46.CrossRef
7.
Vargo, S., and Lusch, R., 2006a, Service-dominant logic. The Service-dominant Logic of Marketing: Dialog, Debate, and Directions, 46.
8.
Vargo, S., and Lusch, R., 2006b, Service-dominant logi: What it is, what it is not, what it might be. The service-dominant logic of marketing: Dialog, Debate, And Directions.
9.
Schmitt, B.H., 1999, Experiential Marketing: How to Get Customer to Sense, Feel, Think, Act and Relate to Your Company and Brands, The Free Press.
10.
Sathish, A. S. and Ramakrishnan Venkatesakumar., 2011, Customer Experience and Store Loyalty in Corporate Retailing: With Special Reference to ‘Sony World’, Annamalai International Journal of Business Studies & Research, 3–1, 67–76.
11.
Jain, Rajnish and Shilpa Bagdare., 2009, Determinants of Customer Experience in New Format Retail Stores, Journal of Marketing & Communication, 5–2, 34–44.
12.
Hall, E.T., 1976, Beyond Culture, Anchor Books.
13.
Suzuki, S., and Takemura, K., 2014, “The Internationalization Process of High-Context Communication Services”, ICServ2014.
14.
Fornerino, M., Helme-Guizon, A. and de Gaudemaris, C., 2006, Mesurer L’immersion dans une experience de consummation: Premiers developments, Proceedings of the XXIIth Congress de I’AFM, Nantes.
15.
Nagasawa Shinya, 2002, (感性をめぐる商品開発その方法と実際) [Product Development Method of Sensibility], Japan publishing service.
16.
Nagasawa Shinya, Nagasawa laboratory-Business School of Waseda University (Yamamoto Taro, Yoshida Masahiro, Irisawa Yusuke, Yamamoto Norihiro, Enoki Shinji), 2005, (ヒットを生む経験価値創造-感性を揺さぶるものづくり-) [The Experience Value Creation of Hit Product – The Sensibility in Manufacturing], JUSE Publisher.
17.
Nagasawa Shinya, Nagasawa laboratory-Business School of Waseda University (Irisawa Yusuke, Takashi Someya, Tsuchida Teppei), 2006, (老舗ブランド企業の経験価値創造 - 顧客との出会いのデザインマネジメント-) [The Experience Value Creation of Long-established Brand Companies – Design Management of Encounter with Customers], Doyukan.
18.
Esselink et al., 2004, Markt in zicht! Results of ational market research in the Netherlands 2004. I&O research for CVAH.
19.
Hoogerwerf, 2007, Diversity of markets makes Amstermdam a world city. City of Amsterdam.
20.
Lui Sze-ki, 2008, An Ethnographic Comparison of Wet Markets and Supermarkets in Hong Kong. The Hong Kong Anthropologist. 2.
21.
Mutebi, A., 2007, Regulatory Responses to Large-format Transnational Retail in Southeast Asian Urban Studies, 44–2.
22.
Cathy Banwell, Jane Dixon, Sam-Ang Seubsman2, Suttinan Pangsap, Mathew Kelly, 2010, Fresh markets, a way of life and public health under threat: governance dilemmas for Thailand, Australian National Universit.
Metadata
Title
Customer Experience in Traditional and Modern Retail Formats: A Case Study of Vietnam
Authors
Nhung Tran Thi Tuyet
Yoshinori Hara
Copyright Year
2017
Publisher
Springer Japan
Book
Serviceology for Smart Service System

Print ISBN: 978-4-431-56072-2

Electronic ISBN: 978-4-431-56074-6

Copyright Year: 2017

DOI
https://doi.org/10.1007/978-4-431-56074-6_14

Premium Partner

    Image Credits