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Perception of Customer Service in B2C Markets in Egypt vs. Germany

  • Due to fierce competition in the recent decades, focus on customer service is becoming increasingly important in all industries including grocery retail. The purpose of this study is to discover the different services offered by grocery stores in Egypt and Germany, to examine the reasons behind offering different services in the different countries and to learn the effect of the same services being offered in different countries. The data was collected by conducting an online survey and then analyzed with reference to available literature. Findings and conclusions are presented in the form of lessons learned and suggestions for grocery stores in both countries to improve their consumer’s future shopping experience.

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Author:Lily Nathan Abdelmalek
Advisor:Heike Stengel
Document Type:Bachelor Thesis
Year of Completion:2017
Granting Institution:Hochschule Furtwangen
Release Date:2017/03/09
Degree Program:IBM - International Business Management
Functional area:Marketing
Licence (German):License LogoUrheberrechtlich geschützt