Purpose – The purpose of this paper is to examine how sensory, cognitive, affective experiences affect
relational brand experience in regards to different channels (i.e. online vs store), how relational brand
experience influences brand awareness and brand loyalty.
Design/methodology/approach – By employing self-administered questionnaires, the data on 393
respondents were collected from students enrolled at a major southwestern university in the USA. The
moderation regression analysis was conducted to test the hypotheses and propositions.
Findings – The study supports most of the hypotheses and propositions regarding the impacts of
brand experiences on brand resonance in multi-channel retailing. The moderating effects of channel
type are founded in relationships between sensory experience, affective experience and relational
experience. Further, relational experience impacts on brand awareness and loyalty in any channel.
Research limitations/implications – Given the exploratory nature of this approach, there are
methodological limitations in generalizing research findings. However, the study solidifies the branding
theory by understanding the multi-dimensional brand experience, and moderating effects of channel
type enrich brand experience managements in the multi-channel retailing for fashion brands.
Practical implications – This study implies that relational experience through sensory, affective
and cognitive brand experiences in multiple-channel setting has a huge business potential to concrete
consumer and brand value.
Originality/value – This study substantiates the robust effects of brand experiences on brand
resonance and the causal structure of multi-dimensional aspects of brand experiences in conjunction
with the moderating effect of channel type.
Keywords Branding, Experimental marketing, Multi-channel measurement