Smartphones impact all stages of the customer journey and digitize consumers' offline search by providing access to product information anywhere and at any time. However, very little is known about how smartphones impact the way consumers search for product information when shopping for offline...

Brick-and-mortar retailers face increasing competition from online merchants who often provide better customer experience than incumbents. However, digital technologies enable brick-and-mortar retailers to improve customer engagement and retention. In this study, the authors investigate how the...