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

Babson College
University of Oxford

Research output: Chapter or section in a book/report/conference proceeding › Book chapter

7 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

Access to Document

10.4337/9781788114899.00013

Cite this

@inbook{de9cf5dcd33e4d5ba5fd535561ab1ec9,

title = "How in-store retail and service atmosphere create customer engagement",

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.",

author = "Schweiger, \{Elisa B.\} and Roggeveen, \{Anne L.\} and Dhruv Grewal and Puccinelli, \{Nancy M.\}",

year = "2019",

month = jan,

day = "1",

doi = "10.4337/9781788114899.00013",

language = "English",

isbn = "9781788114882",

pages = "126--163",

booktitle = "Handbook of Research on Customer Engagement",

publisher = "Edward Elgar Publishing Ltd",

address = "UK United Kingdom",

}

TY - CHAP

T1 - How in-store retail and service atmosphere create customer engagement

AU - Schweiger, Elisa B.

AU - Roggeveen, Anne L.

AU - Grewal, Dhruv

AU - Puccinelli, Nancy M.

PY - 2019/1/1

Y1 - 2019/1/1

N2 - 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.

AB - 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.

UR - https://www.scopus.com/pages/publications/85111643456

U2 - 10.4337/9781788114899.00013

DO - 10.4337/9781788114899.00013

M3 - Book chapter

AN - SCOPUS:85111643456

SN - 9781788114882

SP - 126

EP - 163

BT - Handbook of Research on Customer Engagement

PB - Edward Elgar Publishing Ltd

ER -

How in-store retail and service atmosphere create customer engagement

Abstract

Bibliographical note

ASJC Scopus subject areas

Access to Document

Other files and links

Fingerprint

Cite this