The Future of Retail and Service Design Sustainable, Phygital, and Community

Part I: Sustainable Retail

Introduction

Mia Münster and Francesca Murialdo

1. Rethinking Retail: Navigating the Intersection of Commerce, Community, and Sustainability

Francesca Murialdo

2. Applying Service Design Approaches to Create a Sustainable Fashion Retail Future

Richard Atkinson, Qian Sun, and Savithri Bartlett

Part II: Phygital Retail

Introduction

Bethan Alexander and Zakkiya Khan

3. Shaping Retail Innovation: A Scenario-Driven Approach for Designing Phygital Retail Experiences

Alessandra Spagnoli and Valeria M. Iannilli

4. User Interface Design in Mixed Reality Fashion Shopping: A Systematic Review

Marina Ricci, Alessandra Scarcelli, and Annalisa Di Roma

5. Exploring Generation Z Behaviour towards Different Digital Fashion and Immersive Technologies: A Stimulus-Organism-Response Approach

Bethan Alexander and Nina Van Volkinburg

Part III: Community Retail

Introduction

Katelijn Quartier

6. Fostering a Sense of Community in Hyperlocalised Retail Design for Global Brands

Zakkiya Khan

7. Restorative Retail Experiences in UK Fashion Retail Servicescapes

Ben Butling, Bethan Alexander, and Rosemary Varley

8. Neighbourhood Consumption: The Impact of Neighbourhood Atmosphere on the Coffee Shop Experience

Mia Münster

Biography

Bethan Alexander is Reader in Fashion Retailing and Marketing at London College of Fashion, UK. Her scholarly research interests span customer experiences online and offline, innovative retail formats, retail technologies, and future and responsible retailing. Results of this research have been published in various academic journals and books in the fashion, retail, marketing, and business disciplines.

Katelijn Quartier is the Academic Director and Founder of the Retail Design Lab knowledge institution, which primarily revolves around investigating what the store of tomorrow should and could look like, and the pivotal role that design and spatial cues play in shaping it.

Mia Münster, Associate Professor at Malmö University, Sweden, has over 20 years of retail and hospitality design experience. She primarily researches store atmospheres, cross-cultural comparisons, and sustainability. Living and working in Denmark, Sweden, and Hong Kong has deepened her market studies.

Zakkiya Khan is senior lecturer in Interior Architecture at the University of Brighton, UK, and holds research interests in localised retail design conditions and strategies. With peer-reviewed publications, conference presentations, and global academic experience, their work advances the discourse on the role of retail design in the context of localisation and globalisation.

Francesca Murialdo is Director of Programmes in Interior Architecture and Design at Middlesex University, UK. She has over two decades of experience teaching and practising interiors. Her research and practice explore the transformative potential of interiors as catalysts for social change and cultural activation.

"This book offers an exploration of the future of retail and service design, bringing together the insights of researchers to illuminate key areas of innovation. Through a comprehensive analysis of sustainability, phygital and community retail, the book provides a forward-thinking roadmap for the evolution of these fields. Each chapter examines not only the current state of design but also delves into the possibilities that lie ahead, presenting a multifaceted view of what’s next in retail and service landscapes.

The book encourages readers to think critically about emerging trends and how they intersect. From reshaping customer experiences to championing sustainability, it invites us to imagine the transformative power of design in the future. Whether you're a designer, student, or enthusiast of innovation, this book offers a fresh and insightful look at the rapidly changing world of retail and service design."

Prof. Dr. Ann Petermans, Associate Professor, Hasselt University, Belgium

"This is a well-considered and thoughtfully written book providing a much-needed perspectives on the nexus between theory and practice in relation to the future of retail and service design, a field often lacking in academic rigour which is addressed thoroughly in this book. The highlighted themes are highly relevant and very much in need of academic insights."

Serge Haelterman, Art Director, Creneau International