Merchandising/Marketing/Retailing: Management

Explore Customer Experience using Fashion Resale Mobile Apps: A Text-Mining Approach 

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Abstract

The fashion resale market has rapidly expanded, valued at $193.7 billion in 2023 with expectations to grow significantly by 2027. To understand customer reselling/buying experience through their mobile apps, this study selected five major fashion resale mobile apps—Depop, Mercari, Poshmark, The Real Real, and Vinted—analyzing 2,500 customer reviews, through a text-mining approach. Using Leximancer, this study conducted sentiment analysis, and found that each mobile app shows consumers assign different values and hold distinct expectations of fashion resale products and services, depending on the business features of each mobile app. Results highlight user appreciations for financial value and support service. And customer major concerns include counterfeit products, prevalent scammers, and refund difficulties. The findings provide implication for fashion practitioner on mitigating usage barriers and fostering broader adoption of fashion resale mobile apps, based on business features of each mobile app.

Keywords: Mobile App, Customer Reviews, Fashion Resale, Text Mining

How to Cite:

Li, M., Li, X. & Gilley, H., (2025) “Explore Customer Experience using Fashion Resale Mobile Apps: A Text-Mining Approach ”, International Textile and Apparel Association Annual Conference Proceedings 81(1). doi: https://doi.org/10.31274/itaa.18556