Customer's experience and service recovery: Sephora as a case study

The aim of this thesis is to concentrate upon the topic of service marketing, mainly focusing on the analysis of the customer's experience and on how companies cope with failures through the process of service recovery, if customers are not satisfied with the service delivered. All is carried out giving then a practical example, the case of the multinational company, Sephora. The method used in the research was that of analyzing a corpus of articles and monographs upon service marketing, as well as Internet websites for what concerns Sephora's case. In addition, a survey was submitted to around 100 people in order to get to know their overall experience in a Sephora store. The final aim is to verify how the company behaves in the process of service delivery and in case of a potential service recovery, whether people are satisfied, how was their experience and if, according to them, Sephora still deserves to be in a leading position in the make-up industry.