This thesis explores the realm of books and bookstores; namely Waterstones Amsterdam in its quest to enhance their in-store customer experience. My client is Phillip Harte, Waterstones Amsterdam’s Branch Manager. This essay resorts to a key methodology, Design-Based Research, “which aims at designing, …

In order for bookstores to compete with its online competitors it is important that brick-and-mortar bookstores can distinguish themselves. One way to distinguish themselves is to create an effective store environment. Therefore, this research investigates how bookstores can improve the store environment, …