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