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Customer experience is increasingly recognized as a source of competitive advantage. Customer experience refers to customers' responses and reactions to cues within touchpoints along customer journeys. Nowadays, customers often interact with online touchpoints – such as social media, websites, or e-commerce – in their customer journeys. Given that customer experience is multidimensional, this chapter addresses the following question: How can sensorial experiences be triggered in online touchpoints? Based on a review of the literature on customer experience and sensory marketing, four challenges in triggering sensorial experiences in online touchpoints are identified: (1) limited sensorial cues, (2) lack of thematic congruence between online and offline touchpoints, (3) sensory overload, and (4) lesser control over sensorial cues. Then, two routes through which organizations can trigger sensorial experiences in online touchpoints are proposed: (1) directly influencing sensations through sensory-enabling technologies, and (2) indirectly influencing sensorial perceptions through the use of sensory and nonsensory cues. The chapter closes with a presentation of a model that describes the process of triggering sensorial experiences in online touchpoints as well as a checklist of relevant questions for practitioners who wish to do so.

Chapter 5 changes focus from the external stimulus to the internal sensemaking by integrating and comparing new learning with the prior learning of the individual, which is the process of sensory cognition. These processes are identified and compiled into a model of the processes the brain uses to construct a cognition from the information, including both individual and collective learning. This results in the internalization of a new individual cognition constructed from the integration of the new information with prior information.

Chapter 1 introduces the science of psychophysics to establish the initial condition and expectations for the work. The chapter begins with an overview of psychophysics, its limitations, and its measurement approaches, which are equivalent to the sensation processes. The science of psychophysics is delineated and differentiated from similar fields of study to discriminate it as a science, which is equivalent to the processes of perception. Finally, this information is compiled into a table, which integrates the information into a cognitive model of the nested systems to be discussed (cognition).

In a psychophysical learning system, this chapter establishes the definition of psychophysics, removes irrelevant information from the conceptual framework, and relates the information to future discussions (immediacy), which creates a flow within the learning process.

Previous research has shown that gentrification has mixed effects on residents of the community. This paper focuses on the differential implications of gentrification for youth in the gentrifying area and the surrounding neighborhoods.

Interviews were conducted among youth aged 11–16 and their parents in Asbury Park, a shore community in New Jersey that is currently experiencing tourism-related redevelopment.

Respondents describe various ways that gentrification creates visible disparities between neighborhoods. Uneven spatial investment leads youth and their parents to perceive their immediate, disinvested residential surroundings as more dangerous and violent than invested spaces near the ocean. Displacement causes neighborhood social networks of remaining residents to dissolve and erodes the social fabric of the community. Moreover, the prohibitive cost of new amenities limits residents’ access to new leisure opportunities nearby.

Future studies could compare similarly sized communities experiencing gentrification specific to tourism, as well as communities experiencing different types of redevelopment. Future studies should also seek to include a more representative sample of Latino residents.

This study contributes to our understanding of how children and youth experience gentrification. These findings should be of interest to policymakers, developers, and those working directly with youth, including teachers and social workers.

These findings point to how youth experience gentrification differently according to their proximity or distance from invested areas. This should influence measures to improve service provision and access.

This paper contributes to the existing literature on experiences of individuals living in gentrifying spaces by focusing on children whose families remain in the community.

In this editorial for a double volume on “Multimodality, Meaning, and Institutions” in Research in the Sociology of Organizations, we aim to achieve three objectives: first, we provide a set of guiding ideas about what a multimodal prism entails for the study of meaning and institutions; second, we give an overview of the topics, concepts, and methods covered in this volume and briefly introduce the central contributions and insights of each article; third, we outline a number of open questions and fruitful avenues for a future research agenda at the intersection of organization studies, institutional theory, and multimodality research.

Purpose – To comment on how The Sensory Order by F. A. Hayek is understood within the context of Hayek's broader research program.

Methodology/approach – Earlier and current perspectives on The Sensory Order are surveyed, quoted extensively, and commented upon. An alternative framework for understanding The Sensory Order is offered and compared to the existing perspectives. Some textual and archival evidence are combined with insights from the history of thought literature to present how Hayek himself may have viewed the role of The Sensory Order in his broader research project.

Findings – Earlier and current perspectives on The Sensory Order are found wanting. The available alternative hypothesis – that Hayek's economics is foundational to his theory of mind – is presented as a more fruitful approach to motivate modern Austrian economics as a progressive research program.

Research limitations/implications – There is limited archival and source material available on this topic and apparently competing versions circulating. Such a discussion has a relatively small and narrow field of interest among scholars intimately familiar with one another's work.

Originality/value of paper – If correct, this chapter offers a unique and original perspective on how to perceive the insights from Hayek's The Sensory Order. It also reaffirms the role of methodological pluralism in progressing contemporary political economy.