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L’impact de la COVID‐19 sur l’expérience client en magasin

Samantha Langis & I. Colin‐Le Brun

Canadian Journal of Administrative Sciences / Revue Canadienne des Sciences de l Administration2026https://doi.org/10.1002/cjas.70041article
AJG 2ABDC B
Weight
0.50

What the paper says

Customer experience, a key concept in marketing, consists of five dimensions (sensory, emotional, cognitive, behavioural and social) that can allow consumers to have a unique and pleasant experience. However, the COVID‐19 pandemic has significantly altered these dimensions and thus transformed the consumer's in‐store experience. This study explores the various changes through 20 semi‐structured interviews. The findings show that the customer experience has been altered by COVID‐19, with subjective changes varying by individual. Changes, sometimes negative and sometimes positive were raised; these include increased planning, more functional goals, reduced use of senses, management of negative emotions, modification of in‐store behaviours and interactions with other people and being mindful of one's surroundings.

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Cite this paper

https://doi.org/https://doi.org/10.1002/cjas.70041

Or copy a formatted citation

@article{samantha2026,
  title        = {{L’impact de la COVID‐19 sur l’expérience client en magasin}},
  author       = {Samantha Langis & I. Colin‐Le Brun},
  journal      = {Canadian Journal of Administrative Sciences / Revue Canadienne des Sciences de l Administration},
  year         = {2026},
  doi          = {https://doi.org/https://doi.org/10.1002/cjas.70041},
}

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Evidence weight

0.50

Balanced mode · F 0.40 / M 0.15 / V 0.05 / R 0.40

F · citation impact0.50 × 0.4 = 0.20
M · momentum0.50 × 0.15 = 0.07
V · venue signal0.50 × 0.05 = 0.03
R · text relevance †0.50 × 0.4 = 0.20

† Text relevance is estimated at 0.50 on the detail page — for your query’s actual relevance score, open this paper from a search result.