How in-store retail and service atmosphere create customer engagement

Elisa B. Schweiger, Anne L. Roggeveen, Dhruv Grewal, Nancy M. Puccinelli

Research output: Chapter or section in a book/report/conference proceedingChapter or section

3 Citations (SciVal)


To remain competitive, brick-and-mortar retailers need to create unique, engaging in-store experiences, such that they evolve from simply competing at a merchandise level and ensure holistic retail experiences that encourage customers to keep coming back. In this chapter, we examine how the five sensory components - vision, audition, olfaction, touch, and taste - can enhance customer engagement in the pre-purchase and purchase stages. This chapter reviews research that demonstrates how pre-purchase- and purchase-stage sensory touchpoints impact customer engagement.

Original languageEnglish
Title of host publicationHandbook of Research on Customer Engagement
PublisherEdward Elgar Publishing Ltd
Number of pages38
ISBN (Electronic)9781788114899
ISBN (Print)9781788114882
Publication statusPublished - 1 Jan 2019

ASJC Scopus subject areas

  • Economics, Econometrics and Finance(all)
  • Business, Management and Accounting(all)


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