Store Atmospherics and Experiential Marketing: A Conceptual Framework and Research Propositions for An Extraordinary Customer Experience

The components of a store atmosphere that can be manipulated to generate answers on individuals are related tosensory factors. Experiential marketing that enhances the sensory aspects of consumption helps in understandingthe impact of retail environment on consumer behavior. Retailers around the world have embraced the concept ofcustomer experience management, with many incorporating the notion into their mission statements, searchingfor the creation of a distinctive customer experience for their customers (Verhoef et al., 2009). The mainobjective of this paper is to propose a conceptual framework for an extraordinary customer experience. Theconstruction of this theoretical paper was possible through the usage of desk research methodology. We reviewedthe theory on store atmospherics and customer experience, both related to the retail setting, beginning on the1950’s and ending on 2011. We also provide some research propositions aiming to develop the knowledge in thisfield. It is concluded that it is imperative for retailers today to take in account customers’ holistic experience as arelevant tool to manage the retail operation in a scenario of global competition.