Foot locker

Company background

Founded in 1974, Foot Locker is an iconic American retailer known for its focus on athletic footwear, apparel, and accessories. As a major player in the global sportswear market, Foot Locker has a network of over 3,000 stores across various regions, including Asia, where it maintains a strong presence. It caters to a broad audience, including sneaker collectors, sports enthusiasts, and those seeking high-quality, comfortable athletic wear.

Key Services

Core Offerings: curated selection of branded products (Nike, Adidas, Puma, and New Balance)

Perceptions of Service Levels

Mission and Vision

inspire and empower youth culture through athletic innovation, fashion, and sports. By delivering top-quality products and exceptional customer service, Foot Locker positions itself as a leading brand in the athletic retail industry.

Experience-Driven Services: unique in-store experiences (advanced trial facilities, limited-edition launches, and exclusive partnerships with brands and athletes)

Strengths

Product Exclusivity

In-Store Testing Facilities

availability of limited-edition sneakers (e.g., collaborations with Nike and Travis Scott)

equipped with well-designed trial areas

Service Quality

Customer Feedback Tools

Online Reviews

In-Store Surveys

RATER Analysis

Reliability

Assurance

Real-time stock tracking reduces instances of unfulfilled customer demand.

Staff certifications in product knowledge and sportswear fitting.

Tangibles

Augmented reality (AR) features allow customers to view virtual previews of sneakers before purchase

Empathy

Flagship stores offer foot scanners to recommend shoes tailored to individual needs

Responsiveness

Quick resolution of issues enhances the overall shopping experience.

Failpoint

Long Wait Times:

GAP Model

Gap 3 (Service Delivery)

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Staff shortages during peak hours

Gap 4 (Communication)

Overpromising product availability online

Service Processes and Technology

Service Delivery Technologies

Effective Customer Feedback Systems

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Regular analysis of feedback

Actionable insights for service improvements

Clear feedback channels

Customer Feedback Collection Tools

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Surveys

Focus Group Discussions

service Reviews

feedback from Staff

Passive Feedback Collection Tools

Feedback Cards & Online Forms

unsolicited Comments

Online Reviews and Discussions

Augmented Reality (AR) Technology

Mobile POS Systems

Self-Service Kiosks

RFID Technology

Customer Participation

Low Participation

Moderate Participation

High Participation

Servicescape Analysis

Ambient Conditions

Spatial Layout

Signs and Symbols

Service Blueprint

Stages of Service Encounter

Entry

browsing

trial

checkout

exit

Limited Trial Areas