Year: 2025
Type: conference-paper
Abstract: As the fashion industry moves toward a circular economy, retail is evolving beyond a simple point of sale to become a hub for sustainability and long-term product care. This study explores how aftercare services, including repair, maintenance, and second-life initiatives, help brands shift from one-time transactions to servicedriven customer relationships. By analyzing a diverse range of fashion brands, the research identifies six different aftercare models, each offering varying levels of digitization, channel integration, service coverage, process transparency, brand control, and customer autonomy. The findings highlight that aftercare is more than just a post-purchase service—it is a key strategy for circularity, strengthening consumer engagement and brand sustainability commitments.
DOI: 10.21606/drsf.115
Authors: Alessandra Spagnoli, Francesca Bonfim Bandeira, Chiara Anceschi, Valeria Iannilli
Institution: Politecnico di Milano
Language: English
Subfield: Strategy and Management
Domain: Social Sciences
Open Access status: gold
Funder: European Commission
OpenAlex ID: W7084147681
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