Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • harvard-cite-them-right
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Creating memorable customer experience: The case for vintage E-tailers of apparel and fashion pieces
University of Borås, Faculty of Textiles, Engineering and Business.
University of Borås, Faculty of Textiles, Engineering and Business.
University of Borås, Faculty of Textiles, Engineering and Business.
2020 (English)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

Owing to technological development, companies want to transmit a memorable customer experience to their customer in order to enhance their competitive advantage. The purpose of this thesis is twofold - (1) to explore how E-tailers of vintage are working to create memorable online customer experiences and (2) to identify the challenges vintage E-tailers face whilst trying to create these experiences. Earlier research focusing on consumer experience within an online setting was used as a theoretical framework. Semi-structured interviews with eight successful companies, all working with selling vintage online was conducted, and conclusions using thematic analysis were drawn. The findings showed that the most important factors were unique and wide assortment, establishing trust, and adequate communication. The study also shows that the main challenges are related to the complex assortment and its growth, as well as the consumer attitudes. In contrast to the current literature, this study shows that the utilitarian feature is not important and it is something that the customers take for granted. The hedonic features are perceived as being of higher importance. A suggested framework of how to create memorable customer experiences in the context of vintage is also constructed.

Place, publisher, year, edition, pages
2020.
Keywords [en]
memorable experience, online customer experience, vintage, online, E-tailer, Ecommerce
National Category
Social Sciences
Identifiers
URN: urn:nbn:se:hb:diva-23449OAI: oai:DiVA.org:hb-23449DiVA, id: diva2:1449412
Available from: 2020-07-01 Created: 2020-06-30 Last updated: 2025-09-24Bibliographically approved

Open Access in DiVA

fulltext(1065 kB)952 downloads
File information
File name FULLTEXT01.pdfFile size 1065 kBChecksum SHA-512
e50190f317f4619d97e24fe40ab380fc976c2739abf5019fbec168909a8e5f41d57504fc2a5226dc1dc9bb4b43432b4e60a55ba971fe5750065be75d2f1164ad
Type fulltextMimetype application/pdf

By organisation
Faculty of Textiles, Engineering and Business
Social Sciences

Search outside of DiVA

GoogleGoogle Scholar
Total: 957 downloads
The number of downloads is the sum of all downloads of full texts. It may include eg previous versions that are now no longer available

urn-nbn

Altmetric score

urn-nbn
Total: 1277 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • harvard-cite-them-right
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf