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Customer experience and its measurement in premium grocery retail

Student: Sheveleva Angelina

Supervisor: Olga Konstantinovna Oyner

Faculty: Graduate School of Business

Educational Programme: Retail Management (Master)

Year of Graduation: 2020

The conditions of a highly competitive market for the grocery retail establish its own rules for retaining and attracting customers. Creating a unique customer experience is one of the main tasks for any of the companies. The purpose of the work is the development of method and measurement of customer experience in the premium grocery retail. The dissertation identified attributes for measuring customer experience in premium retail, on the basis of which a methodology for measuring was developed. As an example, grocery retail was measured customer experience and identified the gaps between expectations and real customer experience. As a result, recommendations have been introduced are given to improve the customer experience.

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