IDEAS home Printed from https://ideas.repec.org/a/eee/joreco/v82y2025ics0969698924004041.html
   My bibliography  Save this article

Retail futures: Customer experience, phygital retailing, and the Experiential Retail Territories perspective

Author

Listed:
  • Alexander, Bethan
  • Varley, Rosemary

Abstract

This paper contributes to the existing literature on the evolution of the physical retail space and its effect on customer experience (CX). Reflecting on previous research in the retail CX field, we explore the impact of accelerated change on the role of physical stores and the likely progression of CX management in the context of integrated physical and digital channels in the fashion retail domain. Qualitative exploratory research was conducted with industry experts using semi-structured interviews to reveal insights and projections regarding phygital retail and CX evolution. The Experiential Retail Territories (ERT) framework is introduced as a new perspective on the future of fashion retailing.

Suggested Citation

  • Alexander, Bethan & Varley, Rosemary, 2025. "Retail futures: Customer experience, phygital retailing, and the Experiential Retail Territories perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 82(C).
    • Handle: RePEc:eee:joreco:v:82:y:2025:i:c:s0969698924004041
    DOI: 10.1016/j.jretconser.2024.104108
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0969698924004041
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jretconser.2024.104108?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:joreco:v:82:y:2025:i:c:s0969698924004041. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: https://www.journals.elsevier.com/journal-of-retailing-and-consumer-services .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.