How do retail digitalization and the COVID-19 crisis impact the consumer experience in the beauty sector ? The impact of retail digitalization and covid-19 crisis on consumer experience / Emma BREANT / 2022

Titre : How do retail digitalization and the COVID-19 crisis impact the consumer experience in the beauty sector ? The impact of retail digitalization and covid-19 crisis on consumer experience Type de document : Mémoire Auteurs : Emma BREANT, Auteur Année de publication : 2022 Importance : 33 p. Note générale : Pour accéder aux fichiers PDF, merci de vous identifier sur le catalogue avec votre compte Office 365 via le bouton CONNEXION en haut de la page. Langues : Anglais (eng) Mots-clés : Management BEAUTE ; COMMERCE ELECTRONIQUE ; COMPORTEMENT DU CONSOMMATEUR ; DISTRIBUTION ; WEBMARKETING Résumé : The global COVID-19 pandemic, as well as global digitalization, have pushed retail to adapt, both in the luxury beauty sector and in cosmetics in general. The objective of this study is to highlight the impact of the evolution of retail due to increased digitalization and the COVID-19 crisis on the customer experience in the beauty sector. To demonstrate this, a qualitative study was conducted using 13 semi-structured interviews to discuss their motivation to buy beauty, then to focus on their brand experience outside the pandemic context, then their customer experience during the pandemic and finally to observe together their practice as consumers in an increasingly digital world. In this study, I observed and analyzed whether shopping habits and customer experiences in the beauty industry have changed as a result of the COVID-19 crisis, as well as the expansion of new technologies and the Internet. The literature primarily addressed the impact of digitalization in the transformation of the retail ecosystem and analyzed its benefits through the study of previous literature. With the COVID-19 crisis, retailers have made efforts to become more digital and thus better respond to the evolving way consumers consume. Consumers are increasingly seeking a safe, innovative experience that meets their testing requirements. Consumers are increasingly utilizing new smart technologies, which has a significant impact on their shopping experience expectations. Furthermore, current literature highlights what consumers expect from cosmetic brands before and during COVID-19, as well as in an increasingly digitalized world. According to studies, consumers wanted cosmetic brands to consider their changing behavior as a result of the crisis when imagining how to innovate service. Thanks to this analysis, common aspects emerge concerning the evolution of shopping habits and expectations towards retailers, but the points of view are sometimes different according to the generations. Programme : MSc Luxury Marketing Permalink : https://cataloguelibrary.neoma-bs.fr/index.php?lvl=notice_display&id=564577