How in-store retail and service atmosphere create customer engagement

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

doi:10.4337/9781788114899.00013

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 proceeding › Chapter or section

4 Citations (SciVal)

Abstract

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 language	English
Title of host publication	Handbook of Research on Customer Engagement
Publisher	Edward Elgar Publishing Ltd
Pages	126-163
Number of pages	38
ISBN (Electronic)	9781788114899
ISBN (Print)	9781788114882
DOIs	https://doi.org/10.4337/9781788114899.00013
Publication status	Published - 1 Jan 2019

Bibliographical note

Publisher Copyright:
© Linda D. Hollebeek and David E. Sprott 2019. All rights reserved.

ASJC Scopus subject areas

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

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10.4337/9781788114899.00013

Cite this

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How in-store retail and service atmosphere create customer engagement

Abstract

Bibliographical note

ASJC Scopus subject areas

Access to Document

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