Investigating the Customer Journey in Second-Hand Fashion Platforms: Implications for Luxury Brand Management

Abstract

Consumers' increasing environmental concerns are prompting a shift in fashion consumption, fueling the remarkable growth of the second-hand market. Over the last decade, this trend has spurred the emergence of a plethora of online platforms dedicated to the resale of pre-loved fashion items. As consumers can easily access luxury garments at affordable prices through second-hand platforms, the rapid expansion of these indirect channels holds the potential to further redefine how consumers experience and access luxury, significantly contributing to its democratization. While scholarly interest in second-hand luxury has recently surged, current research has overlooked the experience consumers live when purchasing from such channels. Our research aims to fill this gap by delving into the customers' journey within these marketplaces, unraveling their experiences, perceptions, and decision-making processes when purchasing second-hand luxury. Twenty-four in-depth interviews with established luxury consumers who have recently purchased second-hand luxury items through these platforms were conducted. The customer experience and journey framework was applied as a theoretical lens to make sense of such interactions. The findings reveal that consumers are drawn by the perceived endless availability of luxury items and the opportunity to compare different listings. Still, concerns over brand dilution, counterfeiting, and the absence of a sought-after luxury experience pose significant challenges during the customer journey. This research contributes to the emerging field of second-hand luxury by shedding light on the intricacies of the customer experience within these platforms. The article concludes with managerial insights aimed at assisting luxury brand managers in developing strategies and tactics in a market environment where second-hand platforms are gaining momentum.