Document Type

Peer-Reviewed Article

Publication Date



Since the introduction of the iPhone in 2007, the global retail market has witnessed massive demographic and technological changes that have re-defined consumer experience. Such changes include the rise of the millennial consumer cohort, and the introduction of retailers implementing enhanced artificial intelligence (AI) data methodology to analyse business, augmented reality (AR) and virtual reality (VR) to enhance experience and co-customization interfaces. Two seminal pieces of literature regarding consumer experience are Ballantine and Parson’s analysis of consumer experience factors and Pine and Gilmore’s (1999) Experience Economy. However, these studies were conducted nearly a decade ago, leaving a void in the literature that does not consider more current factors impacting consumer experience. The purpose of the present research was to: analyse popular press coverage to understand trends in experiential elements; and to extend the Ballantine and Parsons’ framework by proposing more current experiential elements. The researchers used the EBSCO database to generate a list of articles written from 2008 to 2018; these articles were then analysed via a qualitative content analysis method, using Ballantine and Parson's and Pine and Gilmore's frameworks as a base. Emergent themes that did not fit the above frameworks were added, thereby updating and extending the current body of knowledge. Findings indicated an increased emphasis on 'experiential retailing' over the years 2016‐18. Product display, employees, colour and comfort features emerged as the most important Ballantine and Parsons themes, while new emergent themes of technology, uniqueness/personalization and entertainment/escapism/discovery were added to the Ballantine and Parsons framework, thus updating it to reflect current retailing trends. Implications for industry and academia, along with directions for future research are provided.


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