The Importance Of Brand Experience

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Brand Experience: Based on Brakus et al. (2009) , brand-experience (BE) was conceptualized as subjective, internal consumer response (sensation, feelings, and cognitions) and behavioral responses evoked by brand- related stimuli that are part of a brand’s design and identity, packaging, communications, and environments. Besides, BE is also defined as the consumer perception at every interaction they have with the brand (Alloza, 2008) for example, when the consumer consume the brand, share to others about the brand and look for the brand information through promotions, advertisements etc.(Ambler et.al, 2002)and this perception can be positive or negative (Brakus et al. ,2009). Therefore, when the consumers have a positive perception of the…show more content…
2. Affective experience This experience appeals to customer’s feelings, moods and emotions to further influence customer’s affection towards the brands (Keller, 2013). According to several studies, affective experience like comfort, warmth and disgust, in the product or service acquisition and consumption period was found to have a great impact on consumer satisfaction judgment (Mano & Oliver, 1993; Westbrook, 1987; Westbrook & Oliver, 1991). Feeling, moods and emotions evoked simultaneously when a new stimuli exposure to consumers (Pham et al. 2001) which are the first consumer reactions generated towards the brand. Hence, consumers are tending to rely on their feeling to make the satisfaction judgement (Gorn et.al, 1993; Pham, 1998; Schwartz et.al, 1988). Therefore, it is supported that affective experience has a positive relationship with customer satisfaction. H2: Affective experience has a positive relationship with customer satisfaction. 3. Behavioral…show more content…
And based on the affective experience discussed above, the emotional factor has direct influence on satisfaction. Thus, it can be interpreted that once consumer got inspired to act or live in another way, it can trigger the consumer emotions in certain levels and ultimately affect their satisfaction judgments towards the brand. Therefore, it is expected that behavioral experience has a positive relationship with customer satisfaction. H3: Behavioral experience has positive relationship with customer satisfaction 4. Intellectual Experience Intellectual experience refers to creating the cognitive, problem-solving experiences that attract consumers creatively (Schmitt, 1999). In other words, this is the experience to encourage consumer to think and stimulate consumer’s curiosity of the brand (Wood, 2000). Based on “The visitor behavioral consequences of Experience Marketing-An empirical study on Taipei Zoo” Tsaur et.al (2006) which shows that the engagement of consumer’s thinking like illustrating the idea of environmental protection to the visitors and reminding them the suitable way to treat the wild-life etc., can positively affect the visitors’ satisfaction towards the brand. Therefore, it is expected that intellectual experience has a positive relationship with customer satisfaction. H4: Intellectual experience has positive relationship with customer satisfaction Customer

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