Illinois Featured Content

  • Retail app outages have surprising impact on in-store shopping, customer behavior

    Feb 20, 2025 10:45 am by Aaron BennettInsights
    Professor Unnati Narang led the study. No photo credit provided.

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    • Professor Unnati Narang led the study. No photo credit provided.

    When the app became unavailable, customers would simply switch to the website, especially if they had used the website before. But what the researchers didn’t expect was that the app outage would lead to a decline in in-store shopping.