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EBR
23,3
Sensory marketing:
the multi-sensory
brand-experience concept
256
´
Bertil Hulten
Kalmar University, Kalmar, Sweden
Received October 2009
Revised December 2009
Accepted March 2010
Abstract
Purpose – The purpose of this paper is to present the multi-sensory brand-experience concept in
relation to the human mind and senses. It also seeks to propose a sensory marketing (SM) model of the
multi-sensory brand-experience hypothesis.
Design/methodology/approach – This paper applies exploratory and explanatory approaches to
investigating the multi-sensory brand-experience concept within the context of discovery. The
qualitative study is built on primary and secondary data sources, including personal interviews with
experts and managers.
Findings – The multi-sensory brand-experience hypothesis suggests that firms should apply sensorial
strategies and three explanatory levels within an SM model. It allows firms through means as sensors,
sensations, and sensory expressions to differentiate and position a brand in the human mind as image.
Research limitations/implications – A theoretical implication is that the multi-sensory
brand-experience hypothesis emphasizes the significance of the human mind and senses in
value-generating processes. Another theoretical implication is that the hypothesis illustrates the
shortcomings of the transaction and relationship marketing models in considering the multi-sensory
brand-experience concept. It is worth conducting additional research on the multi-sensory interplay
between the human senses in value-generating processes.
Practical implications – The findings offer additional insights to managers on the multi-sensory
brand-experience concept. This research opens up opportunities for managers to identify
emotional/psychological linkages in differentiating, distinguishing and...