Customer Experience Design in Sportswear Retail Stores

Abstract

Currently, attention to customer experience management is one of the most important management approaches in the business field. Focussing on improving customer experience and having a customer experience management strategy is one of the actions that service providers can take to improve their marketing performance by providing superior experiences to customers. The nature of customer experience is very important for the retail industry, especially for sportswear stores, because sports products are mostly experience-oriented and can be classified as a general experience. Despite the importance of consumption experience in consumer behaviour studies, the design of sports customer experiences has received less attention from researchers. Therefore, this chapter seeks to answer the question of what aspects of creating and developing customer experience in sportswear retail stores are. To answer this question, this chapter attempts to identify the areas of creating customer experiences in sports stores by using the views of sports marketing experts through qualitative research and using content analysis techniques. The findings indicate that sports stores try to provide the best experience for their customers by considering six aspects of human resources and employees, products, interior design, exterior space, technology and interaction and communication in their strategic marketing plans and investing in creating and developing these aspects. They create a distinct experience for customers and provide a basis for purchasing, satisfaction, loyalty and other positive marketing consequences for customers.

Citation

Mohammadi, S., Mahmoudian, A. and Dos Santos, M.A. (2024), "Customer Experience Design in Sportswear Retail Stores", Tabari, S., Chen, W. and Kladou, S. (Ed.) Marketing and Design in the Service Sector, Emerald Publishing Limited, Leeds, pp. 137-152. https://doi.org/10.1108/978-1-83797-276-020241010