Refereances: Aaker, J. L. and Lee, A. Y. (2001) ‘“I” Seek Pleasures and “We” Avoid Pains: The Role of SelfRegulatory Goals in Information Processing and Persuasion’, Journal of Consumer Research, 28(1), pp. 33–49. doi: 10.1086/321946. Akaka, M. A. and Schau, H. J. (2019) ‘Value creation in consumption journeys: recursive reflexivity and practice continuity’, Journal of the Academy of Marketing Science, 47(3), pp. 499–515. doi: 10.1007/s11747-019-00628-y. Ansari, A., Mela, C. F. and Neslin, S. A. (2008) ‘Customer Channel Migration’, Journal of Marketing Research (JMR). American Marketing Association, 45(1), pp. 60–76. doi: 10.1509/jmkr.45.1.60. Bitner, M. J., Ostrom, A. L. and Morgan, F. N. (2008) ‘Service Blueprinting: A PRACTICAL TECHNIQUE FOR SERVICE INNOVATION’, California Management Review, 50(3), pp. 66–94. doi: 10.2307/41166446. Bonchek, M. and France, C. (2014) ‘Marketing Can No Longer Rely on the Funnel’, Harvard Business Review Digital Articles, pp. 2–4. Available at: http://search.ebscohost.com/login.aspx?direct=true&db=buh&AN=118647256&site=ehost-live (Accessed: 8 December 2019). Brun, I. et al. (2017) ‘Impact of customer experience on loyalty: a multichannel examination’, Service Industries Journal. Routledge, 37(5–6), pp. 317–340. doi: 10.1080/02642069.2017.1322959. Bryne, M. (2018) Student Numbers in Ireland Top 225,000, Higher Education Authority. Available at: https://hea.ie/2018/01/31/student-numbers-in-ireland-top-225000/ (Accessed: 20 May 2020). Burke, R. R. (2002) ‘Technology and the Customer Interface: What Consumers Want in the Physical and Virtual Store’, Journal of the Academy of Marketing Science. Springer Nature, 30(4), pp. 411–432. doi: 10.1177/009207002236914. Chang, C.-C. et al. (2015) ‘A hybrid decision-making model for factors influencing the purchase intentions of technology products: the moderating effect of lifestyle’, Behaviour & Information Technology, 34(12), pp. 1200–1214. doi: 10.1080/0144929X.2015.1019566. Chaudhuri, A. and Holbrook, M. B. (2001) ‘The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty’, Journal of Marketing, 65(2), pp. 81–93. doi: 10.1509/jmkg.65.2.81.18255. Chitturi, R., Raghunathan, R. and Mahajan, V. (2008) ‘Delight by Design: The Role of Hedonic Versus Utilitarian Benefits’, Journal of Marketing, 72(3), pp. 48–63. doi: 10.1509/JMKG.72.3.048. Claypool, H. M. and DeCoster, J. (2004) ‘Data Analysis in SPSS’. Available at: http://www.stat-help.com/notes.html (Accessed: 10 May 2020). Court, D. et al. (2009) ‘The consumer decision journey’, McKinsey Quarterly, (3), pp. 96– 107. Available at: http://search.ebscohost.com/login.aspx?direct=true&db=buh&AN=43320356&site=ehost-live (Accessed: 2 December 2019). Cronin Jr., J. J. and Taylor, S. A. (1992) ‘Measuring Service Quality: A Reexamination and Extension’, Journal of Marketing. American Marketing Association, 56(3), pp. 55–68. doi: 10.1177/002224299205600304. Dagger, T. S., Sweeney, J. C. and Johnson, L. W. (2007) ‘A Hierarchical Model of Health Service Quality: Scale Development and Investigation of an Integrated Model’, Journal of Service Research. SAGE Publications Inc, 10(2), pp. 123–142. doi: 10.1177/1094670507309594. Darley, W. K., Blankson, C. and Luethge, D. J. (2010a) ‘Toward an integrated framework for online consumer behavior and decision making process: A review’, Psychology & Marketing, 27(2), pp. 94–116. doi: 10.1002/mar.20322. Darley, W. K., Blankson, C. and Luethge, D. J. (2010b) ‘Toward an integrated framework for online consumer behavior and decision making process: A review’, Psychology & Marketing, 27(2), pp. 94–116. doi: 10.1002/mar.20322. El-Manstrly, D. and Harrison, T. (2013) ‘A critical examination of service loyalty measures’, Journal of Marketing Management. Routledge, 29(15–16), pp. 1834–1861. doi:10.1080/0267257X.2013.803139. Garg, R., Rahman, Z. and Kumar, I. (2010) ‘Evaluating a model for analyzing methods used for measuring customer experience’, Journal of Database Marketing & Customer Strategy Management. Palgrave Macmillan Ltd., 17(2), pp. 78–90. doi: 10.1057/dbm.2010.7. Google store (2020) Pick dispatch and delivery options - Google Store Help. Available at: https://support.google.com/store/answer/6380752?hl=en-GB (Accessed: 14 May2020). Gupta, A., Bo-chiuan Su and Walter, Z. (2004) ‘An Empirical Study of Consumer Switching from Traditional to Electronic Channels: A Purchase-Decision Process Perspective’, International Journal of Electronic Commerce. Taylor & Francis Ltd, 8(3), pp. 131–161. doi: 10.1080/10864415.2004.11044302. Hajli, M. N. (2014) ‘A study of the impact of social media on consumers’, International Journal of Market Research, 56(3), pp. 387–404. doi: 10.2501/IJMR-2014-025. Hamilton, R. (2016) ‘Consumer-based strategy: using multiple methods to generate consumer insights that inform strategy’, Journal of the Academy of Marketing Science, 44(3), pp. 281–285. doi: 10.1007/s11747-016-0476-7. Hamilton, R. and Price, L. L. (2019) ‘Consumer journeys: developing consumer-based strategy’, Journal of the Academy of Marketing Science. Springer Nature, 47(2), pp. 187–191. doi: 10.1007/s11747-019-00636-y. Havlicek, L. L. and Peterson, N. L. (1974) ‘Robustness of the T Test: A Guide for Researchers on Effect of Violations of Assumptions’, Psychological Reports. SAGE Publications Inc, 34(3_suppl), pp. 1095–1114. doi: 10.2466/pr0.1974.34.3c.1095. Hennig-Thurau, T. and Klee, A. (1997) ‘The Impact of Customer Satisfaction and Relationship Quality on Customer Retention: A Critical Reassessment and Model Development’, Psychology & Marketing, 14(8), pp. 737–764. doi: 10.1002/(SICI)1520-6793(199712)14:8<737::AID-MAR2>3.0.CO;2-F. Hildebrand, C. and Schlager, T. (2019) ‘Focusing on others before you shop: exposure to Facebook promotes conventional product configurations’, Journal of the Academy of Marketing Science, 47(2), pp. 291–307. doi: 10.1007/s11747-018-0599-0. Holbrook, M. B. and Hirschman, E. C. (1982) ‘The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun’, Journal of Consumer Research, 9(2), pp. 132–140. doi: 10.1086/208906. Homburg, C., Jozić, D. and Christina, K. (2017) ‘Customer experience management: toward implementing an evolving marketing concept’, Journal of the Academy of Marketing Science. Springer Nature, 45(3), pp. 377–401. doi: 10.1007/s11747-015-0460-7. Homburg, C., Jozić, D. and Kuehnl, C. (2017) ‘Customer experience management: toward implementing an evolving marketing concept’, Journal of the Academy of Marketing Science. Springer Nature, 45(3), pp. 377–401. doi: 10.1007/s11747-015-0460-7. Hunt, S. D. and Pappas, J. L. (1972) ‘A Crucial Test for the Howard-Sheth Model of Buyer Behavior’, Journal of Marketing Research (JMR). American Marketing Association, 9(3), pp. 346–348. doi: 10.2307/3149554. Inman, J. J., Shankar, V. and Ferraro, R. (2004) ‘The Roles of Channel-Category Associations and Geodemographics in Channel Patronage’, Journal of Marketing. American Marketing Association, 68(2), pp. 51–71. doi: 10.1509/jmkg.68.2.51.27789. James, W. (2019) Mobile Phones - Ireland - June 2019 - Market Research Report, Mintel. Available at: https://reports-mintelcom.ezproxy.gcd.ie:2443/display/919290/?fromSearch=%3Ffreetext%3Dsmartphone%2520purchase%2520ireland (Accessed: 15 May 2020). Kaur, H. and Soch, H. (2012) ‘Validating Antecedents of Customer Loyalty for Indian Cell Phone Users’, 37(4), pp. 47–61. Klaus, P. ‘Phil’ and Maklan, S. (2013) ‘Towards a Better Measure of Customer Experience’, International Journal of Market Research, 55(2), pp. 227–246. doi: 10.2501/IJMR-2013-021. Koenig-Lewis, N. and Palmer, A. (2008) ‘Experiential values over time -- a comparison of measures of satisfaction and emotion’, Journal of Marketing Management. Routledge, 24(1–2), pp. 69–85. doi: 10.1362/026725708X273920. Kranzbühler, A.-M., Kleijnen, M. H. P. and Verlegh, P. W. J. (2019) ‘Outsourcing the pain, keeping the pleasure: effects of outsourced touchpoints in the customer journey’, Journal of the Academy of Marketing Science, 47(2), pp. 308–327. doi: 10.1007/s11747-018-0594-5. Kuehnl, C., Jozic, D. and Homburg, C. (2019) ‘Effective customer journey design: consumers’ conception, measurement, and consequences’, Journal of the Academy of Marketing Science. Springer Nature, 47(3), pp. 551–568. doi: 10.1007/s11747-018-00625-7. Lemke, F., Clark, M. and Wilson, H. (2011a) ‘Customer experience quality: an exploration in business and consumer contexts using repertory grid technique’, Journal of the Academy of Marketing Science. Springer Nature, 39(6), pp. 846–869. doi: 10.1007/s11747-010-0219-0. Lemke, F., Clark, M. and Wilson, H. (2011b) ‘Customer experience quality: an exploration in business and consumer contexts using repertory grid technique’, Journal of the Academy of Marketing Science. Springer Nature, 39(6), pp. 846–869. doi: 10.1007/s11747-010-0219-0. Lemon, K. N. and Verhoef, P. C. (2016) ‘Understanding Customer Experience Throughout the Customer Journey’, Journal of Marketing, 80(6), pp. 69–96. doi: 10.1509/jm.15.0420. Li, H. (alice) and Kannan, P. K. (2014) ‘Attributing Conversions in a Multichannel Online Marketing Environment: An Empirical Model and a Field Experiment’, Journal of Marketing Research (JMR), 51(1), pp. 40–56. doi: 10.1509/jmr.13.0050. Linehan, M. (2008) Consumer Behaviour : Irish Perspectives and Patterns. Dublin: Gill & Macmillan. Maklan, D. S. and Klaus, P. (2011) ‘Customer Experience: Are We Measuring the Right Things?’:, International Journal of Market Research. SAGE PublicationsSage UK: London, England. doi: 10.2501/IJMR-53-6-771-792. Meuter, M. L. et al. (2000) ‘Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters’, Journal of Marketing. American Marketing Association, 64(3), pp. 50–64. doi: 10.1509/jmkg.64.3.50.18024. Meyers, L. S., Gamst, G. C. and Guarino, A. J. (2013) Performing Data Analysis Using IBM SPSS. Available at: https://www.perlego.com/book/999979/performing-data-analysisusing-ibm-spss-pdf (Accessed: 16 May 2020). Mittal, B. (1983) ‘Consumers’ Cognitive Journey Through the Product Forest’, Advances in Consumer Research. Association for Consumer Research, 10(1), pp. 464–469. Available at: http://search.ebscohost.com/login.aspx?direct=true&db=buh&AN=6430881&site=ehost-live (Accessed: 5 May 2020). Montoya-Weiss, M. M., Voss, G. B. and Grewal, D. (2003a) ‘Determinants of Online Channel Use and Overall Satisfaction With a Relational, Multichannel Service Provider’, Journal of the Academy of Marketing Science. Springer Nature, 31(4), pp. 448–458. doi: 10.1177/0092070303254408. Montoya-Weiss, M. M., Voss, G. B. and Grewal, D. (2003b) ‘Determinants of Online Channel Use and Overall Satisfaction With a Relational, Multichannel Service Provider’, Journal of the Academy of Marketing Science. Springer Nature, 31(4), pp. 448–458. doi: 10.1177/0092070303254408. Nawi, N. C., Fong, M. and Tatnall, A. (2014) ‘Using Research Case Studies in eCommerce Marketing Courses: Customer Satisfaction at Point-of-Purchase and Post-Purchase’, Journal of Information Technology Education: Research, 13, pp. 15–25. Available at: http://search.ebscohost.com/login.aspx?direct=true&db=eric&AN=EJ1026879&site=ehost-live (Accessed: 5 December 2019). Nelson, B. (2009) ‘Marketing Metaphoria: What Deep Metaphors Reveal about the Minds of Consumers by Gerald Zaltman and Lindsay Zaltman’, Journal of Product Innovation Management, 26(5), pp. 597–599. doi: 10.1111/j.1540-5885.2009.00682_2.x. Neslin, S. A. et al. (2006) ‘Challenges and Opportunities in Multichannel Customer Management’, Journal of Service Research. SAGE Publications Inc, 9(2), pp. 95–112. doi: 10.1177/1094670506293559. Novak, T. P., Hoffman, D. L. and Yiu-Fai Yung (2000) ‘Measuring the Customer Experience in Online Environments: A Structural Modeling Approach’, Marketing Science. INFORMS: Institute for Operations Research, 19(1), p. 22. doi: 10.1287/mksc.19.1.22.15184. Oliver, R. L. (1999) ‘Whence Consumer Loyalty?’, Journal of Marketing. SAGE Publications Inc, 63(4_suppl1), pp. 33–44. doi: 10.1177/00222429990634s105. Olsen, S. O. (2002a) ‘Comparative Evaluation and the Relationship Between Quality, Satisfaction, and Repurchase Loyalty’, Journal of the Academy of Marketing Science. Springer Nature, 30(3), pp. 240–249. doi: 10.1177/00970302030003005. Olsen, S. O. (2002b) ‘Comparative Evaluation and the Relationship Between Quality, Satisfaction, and Repurchase Loyalty’, Journal of the Academy of Marketing Science, 30(3), pp. 240–249. doi: 10.1177/00970302030003005. Oneplus (2020) Shopping FAQs - OnePlus.com. Available at: https://www.oneplus.com/ie/support/shopping-help/details (Accessed: 14 May 2020). Parasuraman, A., Zeithaml, V. A. and Berry, L. L. (1988) ‘SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality’, Journal of Retailing. Elsevier B.V., 64(1), pp. 12–40. Available at: http://search.ebscohost.com/login.aspx?direct=true&db=buh&AN=6353339&site=ehost-live (Accessed: 10 May 2020). Parasuraman, A., Zeithaml, V. A. and Malhotra, A. (2005) ‘E-S-QUAL: A Multiple-Item Scale for Assessing Electronic Service Quality’, Journal of Service Research. SAGE Publications Inc, 7(3), pp. 213–233. doi: 10.1177/1094670504271156. Pee, L., Jiang, J. and Klein, G. (2019) ‘E-store loyalty: Longitudinal comparison of website usefulness and satisfaction’, International Journal of Market Research, 61(2), pp. 178–194. doi: 10.1177/1470785317752045. Pine, I., B. Joseph and Gilmore, J. H. (1998) ‘Welcome to the Experience Economy’, Harvard Business Review. Harvard Business School Publication Corp., 76(4), pp. 97–105. Available at: http://search.ebscohost.com/login.aspx?direct=true&db=buh&AN=780230&site=ehostlive (Accessed: 5 May 2020). Rajeswari, S., Srinivasulu, Y. and Thiyagarajan, S. (2017) ‘Relationship among Service Quality, Customer Satisfaction and Customer Loyalty: With Special Reference to Wireline Telecom Sector (DSL Service)’, Global Business Review. SAGE Publications India, 18(4), pp. 1041–1058. doi: 10.1177/0972150917692405. Rawson, A., Duncan, E. and Jones, C. (2013) ‘The Truth About Customer Experience’, Harvard Business Review. Harvard Business School Publication Corp., 91(9), pp. 90–98. Available at: http://search.ebscohost.com/login.aspx?direct=true&db=buh&AN=89716235&site=ehost-live (Accessed: 5 May 2020). Saunders, M. N. K., Lewis, P. and Thornhill, A. (2019) Research methods for business students. Eighth edition. Harlow: Pearson. Available at: https://www-dawsoneracom.ezproxy.gcd.ie:2443/abstract/9781292208794 (Accessed: 7 December 2019). Schamp, C., Heitmann, M. and Katzenstein, R. (2019) ‘Consideration of ethical attributes along the consumer decision-making journey’, Journal of the Academy of Marketing Science, 47(2), pp. 328–348. doi: 10.1007/s11747-019-00629-x. Sheth, J. (1969) ‘A Theory of Buyer Behavior’, Jagdish Sheth, 12 January. Available at: https://www.jagsheth.com/consumer-behavior/a-theory-of-buyer-behavior/ (Accessed: 9 May 2020). Smith, A. K., Bolton, R. N. and Wagner, J. (1999) ‘A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery’, Journal of Marketing Research (JMR). American Marketing Association, 36(3), pp. 356–372. doi: 10.2307/3152082. Stone, M., Hobbs, M. and Khaleeli, M. (2002) ‘Multichannel customer management: The benefits and challenges’, Journal of Database Marketing. Palgrave Macmillan Ltd., 10(1), p. 39. Available at: http://search.ebscohost.com/login.aspx?direct=true&db=buh&AN=7300008&site=ehost-live (Accessed: 9 May 2020). Taylor, S. A. and Baker, T. L. (1994) ‘An assessment of the relationship between service quality and customer satisfaction...’, Journal of Retailing. Elsevier B.V., 70(2), p. 163. doi: 10.1016/0022-4359(94)90013-2. Vacha-haase, T. and Thompson, B. (2004) ‘How to estimate and interpret various effect sizes’, Journal of Counseling Psychology, pp. 473–481. Valentini, S., Montaguti, E. and Neslin, S. A. (2011) ‘Decision Process Evolution in Customer Channel Choice’, Journal of Marketing, 75(6), pp. 72–86. doi: 10.1509/jm.09.0362. Zeithaml, V. A., Berry, L. L. and Parasuraman, A. (1996) ‘The Behavioral Consequences of Service Quality’, Journal of Marketing. American Marketing Association, 60(2), pp. 31–46. doi: 10.1177/002224299606000203. Zijlstra, W. P., van der Ark, L. A. and Sijtsma, K. (2011) ‘Outliers in Questionnaire Data: Can They Be Detected and Should They Be Removed?’, Journal of Educational and Behavioral Statistics. American Educational Research Association, 36(2), pp. 186–212. doi: 10.3102/1076998610366263.