Linking pop-up brand stores to brand experience and word of mouth: The case of luxury retail

Jan Klein, Tomas Falk, Franz-Rudolf Esch, Alexei Gloukhovtsev

Research output: Contribution to journalArticleScientificpeer-review

Abstract

Facing the risk of being perceived as old-fashioned and outdated, luxury brands need to seek novel ways of providing brand experiences while reaching out to both existing and new target groups. This study investigates the effectiveness of pop-up brand stores at addressing this challenge in the context of luxury retail. Analyzing survey data from345 visitors of two luxury car brand pop-up stores in the US and in the UK, the study finds that pop-up brand stores' hedonic shopping value, store uniqueness, and store atmosphere increase consumers' word of mouth intentions (WOM) towards the brand. Brand experience mediates the effect of these pop-up brand store characteristics on WOM. Finally, while the link between hedonic shopping value and WOM is stronger for low levels of brand familiarity, store uniqueness exerts a stronger effect on WOM in case of high levels of brand familiarity.
Original languageEnglish
Pages (from-to)5761-5767
JournalJBR: Journal of Business Research
Volume69
Issue number12
DOIs
Publication statusPublished - Dec 2016
Externally publishedYes

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Keywords

  • Pop up store
  • Experiential retail
  • Brand experience
  • Customer experience management
  • Luxury brand

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