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Physical Retailing

In: Customer Journeys in Fashion

Author

Listed:
  • Anthony M. Kent

    (Nottingham Trent University, Nottingham School of Art & Design)

  • Anne Peirson-Smith

    (Northumbria University, School of Art, Design & Creative Industries)

  • Yuri Siregar

    (University of Leeds, School of Design)

Abstract

This chapter begins with an assessment of the place of the physical store and its location in the customer journey. For many customers, its attractiveness as a brand touchpoint is determined by both convenience and accessibility, which contribute to their decision-making at each stage of the journey. Different store formats, from department stores to pop-ups offer a range of experiential and physical touchpoints that begin with the exterior of the building and extend into its internal design and spatial configuration. Store atmosphere makes an important sensory contribution to the customer journey, while customer service and instore technologies also contribute the servicescape. The chapter continues by considering the impact of environmental sustainability on customer behaviour, the ways in which stores and their touchpoints can become more sustainable and their effect on the customer journey. Slower journeys in response to the immediacy of fast fashion are envisaged and localism is explored as a further dimension of sustainability and convenience.

Suggested Citation

  • Anthony M. Kent & Anne Peirson-Smith & Yuri Siregar, 2025. "Physical Retailing," Springer Books, in: Customer Journeys in Fashion, chapter 2, pages 23-56, Springer.
    • Handle: RePEc:spr:sprchp:978-3-031-83951-1_2
    DOI: 10.1007/978-3-031-83951-1_2
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