Customer Experience in Circular Economy: Experiential Dimensions among Consumers of Reused and Recycled Clothes
| Autor: | An Hai Ta, Leena Aarikka-Stenroos, Lauri Litovuo |
|---|---|
| Přispěvatelé: | Tampere University, Industrial Engineering and Management |
| Jazyk: | angličtina |
| Rok vydání: | 2022 |
| Předmět: |
consumer experience
recycle business model Environmental effects of industries and plants Renewable Energy Sustainability and the Environment Geography Planning and Development circular economy TJ807-830 textile and fashion industry 512 Business and management Management Monitoring Policy and Law TD194-195 Renewable energy sources customer experience Environmental sciences clothing reuse and redistribute business model GE1-350 |
| Zdroj: | Sustainability; Volume 14; Issue 1; Pages: 509 Sustainability, Vol 14, Iss 509, p 509 (2022) |
| ISSN: | 2071-1050 |
| DOI: | 10.3390/su14010509 |
| Popis: | The textile and clothing industry is undergoing a sustainability transition, pushing related businesses to adapt to circular economy (CE) models, such as recycling and reuse. This shift has been extensively studied from industry and business model perspectives, but we lack an understanding of the customer perspective, i.e., how circulated products, such as reused and recycled clothes are experienced among consumers. This understanding is crucial, as customer experience plays a significant role in the adoption of CE products. Therefore, we conducted a qualitative interview study to explore how consumer-customers experience recycled textiles and reused clothes. We used an established experience dimension model and mapped how the five dimensions of customer experience—sensory, affective, behavioral, cognitive, and social—present themselves in the sustainable clothing industry. The data comprised 16 qualitative semi-structured interviews analyzed with a coding framework built on the basis of customer experiences, customer values, and the CE business model literature. The results revealed that diverse sensory (e.g., scent), affective (e.g., pride and shame), behavioral (e.g., developing new decision-making rules), cognitive (e.g., learning and unlearning), and social (e.g., getting feedback from others and manifesting own values) aspects shape how consumers experience reused and recycled clothes. We also compared and analyzed the results of the reuse and redistribute model and the recycle model. Our study contributes to the literature of CE business models and customer experience by providing a structured map of diverse experiential triggers and outcomes from the five experiential dimensions, which together reveal how consumers experience circulated products of the clothing industry. These findings enhance our understanding of customers’ motivation to use recycled and reused products and adoption of CE products. publishedVersion |
| Databáze: | OpenAIRE |
| Externí odkaz: |
|