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How do sensory cues and trust affect the customer experience?: A study on the relationships between sensory cues, trust and experience in the Swedish nightclub industry
Linnaeus University, School of Business and Economics, Department of Marketing.
2013 (English)Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

Title

How do sensory cues and trust affect the customer experience?, A study on the relationships between sensory cues, trust and experience in the Swedish nightclub industry

Author

Miralem Hasanovic

Tutor

Soniya Billore

Examiner

Sarah Philipson

Course

Marketing Master Programme, Advanced, Spring 2013, Master thesis, 30 ETCS

Keywords

Experience, Trust, Sensory Marketing, Sensory Cues in Offering Experiences, Nightclubs, Five Senses, Swedish restaurant industry.

Purpose

Purpose is to investigate the relationships between sensory marketing, trust and experience in nightclubs.

Theory

Sensory cues in offering experiences, Trust, Experiences.

Method

  • Mixed method approach/ Sequenced method
  • 14 observations
  • 7 interviews with companies
  • 102 answers in a survey

Findings

  • Visual cues affect the experience mostly positive. Audio cues affect the experience both positive and negative, depending on other aspects as the possibility to escape the loud sound. Touch cues affect the experience mostly negative, which is possible to alter through interior and design. Scent cues are not affecting the industry as for the moment and there is a big gap to fill in here for the industry. Taste cues seem not to matter as much as the other cues.
  • Trust is inflicting experience through expectation and fulfillment of promise.
  • There is a weak (or least enough) correlation of trust and positive experience in nightclubs.
  • Violence does not affect trust considerably towards a nightclub
Place, publisher, year, edition, pages
2013. , 125 p.
Keyword [en]
Experience, Trust, Sensory Marketing, Sensory Cues in Offering Experiences, Nightclubs, Five Senses, Swedish restaurant industry.
National Category
Business Administration
Identifiers
URN: urn:nbn:se:lnu:diva-26082OAI: oai:DiVA.org:lnu-26082DiVA: diva2:625710
Subject / course
Business Administration - Marketing
Educational program
Marketing, Master Programme, 120 credits
Supervisors
Examiners
Available from: 2013-06-12 Created: 2013-06-05 Last updated: 2013-09-12Bibliographically approved

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CiteExportLink to record
Permanent link

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Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
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