The Role of In-Store Consumer Movements in Purchase Decision
Customer contact centres are one of the types of businesses that support digital operations, where goods and services are offered as a bundle of products. Through these centres, consumers can both access sub-services related to telecommunication services and purchase the technologies that will enabl...
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| Format: | Article |
| Language: | English |
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Sivas Cumhuriyet Üniversitesi
2024-01-01
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| Series: | Cumhuriyet Üniversitesi İktisadi ve İdari Bilimler Dergisi |
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| Online Access: | https://dergipark.org.tr/tr/download/article-file/3113595 |
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| _version_ | 1832570611474366464 |
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| author | Selim Çam Murat Fatih Tuna |
| author_facet | Selim Çam Murat Fatih Tuna |
| author_sort | Selim Çam |
| collection | DOAJ |
| description | Customer contact centres are one of the types of businesses that support digital operations, where goods and services are offered as a bundle of products. Through these centres, consumers can both access sub-services related to telecommunication services and purchase the technologies that will enable this access. The fact that the telecommunications sector has become a locomotive sector in many countries worldwide makes it necessary to understand customers' behaviour. At this point, it is also essential to investigate how they behave in contact centres, which are part of the holistic channel. This study examines the behaviour of store customers who visit contact centres using non-computational methods. The study also compares the observed behaviours according to demographic data and tries to understand the dynamics of the purchase decision process. In this way, the effects of shoppers' profile characteristics, in-store movements and store structure on the termination status and duration of shopping were revealed. While differences were detected according to gender, no significant differences were found according to age in the findings. Similarly, the importance of consumers' in-store movements for sales was presented. It is thought that the results obtained in the research will contribute to both customer contact centres and future research, especially the local authorities of the company where the store data is received. |
| format | Article |
| id | doaj-art-119b592d2ad74564afe0685a9766f75c |
| institution | Kabale University |
| issn | 1303-1279 |
| language | English |
| publishDate | 2024-01-01 |
| publisher | Sivas Cumhuriyet Üniversitesi |
| record_format | Article |
| series | Cumhuriyet Üniversitesi İktisadi ve İdari Bilimler Dergisi |
| spelling | doaj-art-119b592d2ad74564afe0685a9766f75c2025-02-02T14:34:16ZengSivas Cumhuriyet ÜniversitesiCumhuriyet Üniversitesi İktisadi ve İdari Bilimler Dergisi1303-12792024-01-0125111212610.37880/cumuiibf.12902862057The Role of In-Store Consumer Movements in Purchase DecisionSelim Çam0https://orcid.org/0000-0002-6131-2871Murat Fatih Tuna1https://orcid.org/0000-0002-8634-8643SİVAS CUMHURİYET ÜNİVERSİTESİ, CUMHURİYET SOSYAL BİLİMLER MESLEK YÜKSEKOKULU, BÜRO HİZMETLERİ VE SEKRETERLİK BÖLÜMÜSİVAS CUMHURİYET ÜNİVERSİTESİ, İKTİSADİ VE İDARİ BİLİMLER FAKÜLTESİ, YÖNETİM BİLİŞİM SİSTEMLERİ BÖLÜMÜCustomer contact centres are one of the types of businesses that support digital operations, where goods and services are offered as a bundle of products. Through these centres, consumers can both access sub-services related to telecommunication services and purchase the technologies that will enable this access. The fact that the telecommunications sector has become a locomotive sector in many countries worldwide makes it necessary to understand customers' behaviour. At this point, it is also essential to investigate how they behave in contact centres, which are part of the holistic channel. This study examines the behaviour of store customers who visit contact centres using non-computational methods. The study also compares the observed behaviours according to demographic data and tries to understand the dynamics of the purchase decision process. In this way, the effects of shoppers' profile characteristics, in-store movements and store structure on the termination status and duration of shopping were revealed. While differences were detected according to gender, no significant differences were found according to age in the findings. Similarly, the importance of consumers' in-store movements for sales was presented. It is thought that the results obtained in the research will contribute to both customer contact centres and future research, especially the local authorities of the company where the store data is received.https://dergipark.org.tr/tr/download/article-file/3113595müşteri takibimağaza i̇çi davranışkamera i̇zlemei̇letişim merkezitüketici davranışıcustomer trackingin-store behaviourcamera monitoringcommunication centerconsumer behaviour |
| spellingShingle | Selim Çam Murat Fatih Tuna The Role of In-Store Consumer Movements in Purchase Decision Cumhuriyet Üniversitesi İktisadi ve İdari Bilimler Dergisi müşteri takibi mağaza i̇çi davranış kamera i̇zleme i̇letişim merkezi tüketici davranışı customer tracking in-store behaviour camera monitoring communication center consumer behaviour |
| title | The Role of In-Store Consumer Movements in Purchase Decision |
| title_full | The Role of In-Store Consumer Movements in Purchase Decision |
| title_fullStr | The Role of In-Store Consumer Movements in Purchase Decision |
| title_full_unstemmed | The Role of In-Store Consumer Movements in Purchase Decision |
| title_short | The Role of In-Store Consumer Movements in Purchase Decision |
| title_sort | role of in store consumer movements in purchase decision |
| topic | müşteri takibi mağaza i̇çi davranış kamera i̇zleme i̇letişim merkezi tüketici davranışı customer tracking in-store behaviour camera monitoring communication center consumer behaviour |
| url | https://dergipark.org.tr/tr/download/article-file/3113595 |
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