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In-store applications - expectations, experiences and resulting gaps

Stockunaite, Inesa LU and Lindqvist, Yannick LU (2020) BUSN39 20201
Department of Business Administration
Abstract
The purpose of the thesis is to explore customer expectations and experiences towards in-store applications and compare those in order to see if there are any gaps. The study is based on qualitative methodology and abductive research approach, enhancing the in-depth understanding of the phenomenon of the in-store applications. 14 semi-structured video interviews of 26-50 min duration were conducted with consumers living in Sweden and actively using in-store applications.
Popular Abstract
The study findings provide recommendations to retailers for the development and design of in-store applications. Usefulness and communication should be primarily focus areas as these are the gaps between customer experiences and expectations towards currently available applications.
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author
Stockunaite, Inesa LU and Lindqvist, Yannick LU
supervisor
organization
alternative title
Customers insight into today's in-store applications
course
BUSN39 20201
year
type
H1 - Master's Degree (One Year)
subject
keywords
In-store applications, customer experience, customer expectations, omnichannel
language
English
id
9025937
date added to LUP
2020-08-14 09:38:00
date last changed
2020-08-14 09:38:00
@misc{9025937,
  abstract     = {{The purpose of the thesis is to explore customer expectations and experiences towards in-store applications and compare those in order to see if there are any gaps. The study is based on qualitative methodology and abductive research approach, enhancing the in-depth understanding of the phenomenon of the in-store applications. 14 semi-structured video interviews of 26-50 min duration were conducted with consumers living in Sweden and actively using in-store applications.}},
  author       = {{Stockunaite, Inesa and Lindqvist, Yannick}},
  language     = {{eng}},
  note         = {{Student Paper}},
  title        = {{In-store applications - expectations, experiences and resulting gaps}},
  year         = {{2020}},
}