Physical Retailing

Anthony M. Kent (), Anne Peirson-Smith () and Yuri Siregar ()
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Anthony M. Kent: Nottingham Trent University
Anne Peirson-Smith: Northumbria University
Yuri Siregar: University of Leeds

Chapter 2 in Customer Journeys in Fashion, 2025, pp 23-56 from Springer

Abstract: 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.

Date: 2025
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-031-83951-1_2

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DOI: 10.1007/978-3-031-83951-1_2

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