Is more really better for in-store experience? A psychophysiological experiment on sensory modalities

• Published in: The Journal of consumer marketing 2022-03, Vol.39 (2), p.218-229
• Main Authors: Duong, Van Chien, Regolini, Emma, Sung, Billy, Teah, Min, Hatton-Jones, Siobhan
• Format: Article
• Language: English
• Subjects: Attitudes; Between-subjects design; Consumers; Emotions; Hierarchies; Influence; Marketing; Perceptions; Retail stores; Shopping
• ISSN: 0736-3761; 2052-1200
• DOI: 10.1108/JCM-02-2020-3656

Purpose The purpose of this study is to understand whether increasing the number of sensory modalities being stimulated impacts consumers’ in-store emotional responses (i.e. in-store enjoyment and arousal), store image perception and brand attitude. Design/methodology/approach The study used a between-subjects experimental design to examine 551 individuals’ perceptions and emotional responses in four sensory modalities stimulation conditions (i.e. visual, visual-smell, visual-taste and visual-smell-taste). The study used virtual reality visualisation technology and psychophysiological measurements (i.e. skin conductance and facial expression) to improve the ecological validity of the study design. Findings The current study supports the importance of multisensory in-store atmospheric design. When increasing the number of sensory modalities being stimulated, more positive emotional responses and perceptions were recorded. Additionally, increasing the number of sensory modalities also increased perceived intensity, and perceived intensity mediate the relationship between the stimulation of multisensory modalities and perception. Research limitations/implications The study is without its limitations. For instance, the scope of the study was limited by the exclusion of auditory and haptic stimulation, the lack of manipulation of sensory intensity and the absence of sensory congruency examination. Practical implications This study contributes to retail and marketing practices by providing evidence to assist the retail design of in-store sensory cues and customer experiences. Originality/value This research uses both self-reported measures and biometric measures to test the sole effect of sensory modalities being stimulated on consumer evaluation. To the best of the authors’ knowledge, this study is the first to examine store atmospheric designs with psychophysiological methodologies and an immersive, two-story-high, 180-degree-visual-field and dome-shaped display.