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Retail sales have increased significantly in recent years, posing a major challenge for merchants in maintaining a consistent consumer experience across several channels. Changing consumer behaviors have had a big impact on this shift in buying patterns. Customers and retailers are also contending with the complications of adapting to these developments, which have been compounded by the global COVID-19 outbreak. The Internet retail sector, in particular, has seen significant development, which has surprised many. As a result of the digital revolution, online customers' preferences are changing, as they seek fulfillment amid a variety of available possibilities. The changing environment of customer behavior has been a key focus, formed in part by the distinct patterns that have emerged in reaction to COVID-19. This study seeks to shed light on how the retail phenomenon of COVID-19 has impacted customer purchasing behaviors, with the goal of discovering and validating unique insights that may affect decision-making, particularly among millennials in Sweden and China. In the beginning stages of this investigation, a comprehensive approach integrating qualitative and quantitative approaches was used to attain this goal. The study used a sequential exploratory design with two data gathering gathering periods. Our conclusions were guided by empirical data gathered through focus group meetings and replies to a web-based survey. Two key discoveries have given rise to a novel hypothesis, showing that customers in both Sweden and China enjoyed large benefits from online purchasing. Furthermore, the research has shown previously unknown and unanticipated ways in which COVID-19 continues to influence client purchasing behavior. This exploratory and constructive research seeks to enhance our understanding of these transitions, ultimately providing useful insights into the emerging retail scene in a post-pandemic world.

The primary contribution of this thesis is the development of a new performance metric, Capacity, which evaluates the performance of Chip Heterogeneous Multiprocessors (CHMs) that process multiple heterogeneous channels. Performance metrics are required in order to evaluate any system, including computer systems. A lack of appropriate metrics can lead to ambiguous or incorrect results, something discovered while developing the secondary contribution of this thesis, that of workload modes for CHMs — or Workload Specific Processors (WSPs). For many decades, computer architects and designers have focused on techniques that reduce latency and increase throughput. The change in modern computer systems built around CHMs that process multi-channel communications in the service of single users calls this focus into question. Modern computer systems are expected to integrate tens to hundreds of processor cores onto single chips, often used in the service of single users, potentially as a way to access the Internet. Here, the design goal is to integrate as much functionality as possible during a given time window. Without the ability to correctly identify optimal designs, not only will the best performing designs not be found, but resources will be wasted and there will be a lack of insight to what leads to better performing designs. To address performance evaluation challenges of the next generation of computer systems, such as multicore computers inside of cell phones, we found that a structurally different metric is needed and proceeded to develop such a metric. In contrast to single-valued metrics, Capacity is a surface with dimensionality related to the number of input streams, or channels, processed by the CHM. We develop some fundamental Capacity curves in two dimensions and show how Capacity shapes reveal interaction of not only programs and data, but the interaction of multiple data streams as they compete for access to resources on a CHM as well. For the analysis of Capacity surface shapes, we propose the development of a demand characterization method in which its output is in the form of a surface. By overlaying demand surfaces over Capacity surfaces, we are able to identify when a system meets its demands and by how much. Using the Capacity metric, computer performance optimization is evaluated against workloads in the service of individual users instead of individual applications, aggregate applications, or parallel applications. Because throughput was originally derived by drawing analogies between processor design and pipelines in the automobile industry, we introduce our Capacity metric for CHMs by drawing an analogy to automobile production, signifying that Capacity is the successor to throughput. By developing our Capacity metric, we illustrate how and why different processor organizations cannot be understood as being better performers without both magnitude and shape analysis in contrast to other metrics, such as throughput, that consider only magnitude. In this work, we make the following major contributions: • Definition and development of the Capacity metric as a surface with dimensionality related to the number of input streams, or channels, processed by the CHM. • Techniques for analysis of the Capacity metric. Since the Capacity metric was developed out of necessity, while pursuing the development of WSPs, this work also makes the following minor contributions: • Definition and development of three foundations in order to establish an experimental foundation — a CHM model, a multimedia cell phone example, and a Workload Specific Processor (WSP). • Definition of Workload Modes, which was the original objective of this thesis. • Definition and comparison of two approaches to workload mode identification at run time; The Workload Classification Model (WCM) and another model that is based on Hidden Markov Models (HMMs). • Development of a foundation for analysis of the Capacity metric, so that the impact of architectural features in a CHM may be better understood. In order to do this, we develop a Demand Characterization Method (DCM) that characterizes the demand of a specific usage pattern in the form of a curve (or a surface in general). By doing this, we will be able to overlay demand curves over Capacity curves of different architectures to compare their performance and thus identify optimal performing designs. / Ph. D.

<p>This dissertation discusses theoretical methods for describing photoionization in different systems in the context of time-dependent and time-independent non-relativistic and time-independent relativistic systems. We introduce a multichannel quantum defect theory (MQDT) model for describing photoionization in the context of pump-probe experiments. The basics of MQDT are introduced and specialized to the argon atom. Two energy regimes are studied in detail and compared to the experiment: (i) a perturbative calculation describing the dynamics of an autoionizing wave packet, (ii) a time-resolved calculation describing the two-photon ionization of a deeply bound wave packet. In both cases, the model accurately describes the relative ionization with respect to the two spin-orbit split thresholds of the ion and the oscillations shown in the delay between the pump and probe. We finalize with a brief presentation, which is primarily pedagogical, of how to use MQDT inside a finite box.</p> <p>Next, we use MQDT to describe the ytterbium atom in different energy regimes and varying degrees of approximation. The motivation behind this lies in the context of quantum information science, but our study is only concerned with calculating atomic properties. We start with a minimal MQDT model to describe the data observed in the experiment, followed by the presentation of an ab initio two-electron model. Both models compare very well to the experiment, and the ab initio method compares favorably with older spectroscopic results. In addition, we show unpublished results that incorporate the hyper-fine effects into the approximate model.</p> <p>Finally, we present an implementation of the two-electron variational R-matrix method for the Dirac equation, including the complete derivation of the solution of the Dirac equation in a central potential. We provide explicit analytic forms for the solutions of the Coulomb potential and use them to derive the generalized quantum defect parameters. A discussion of the variational R-matrix method for the Dirac equation in single and multichannel contexts is presented, with sample calculations for the beryllium and radium atoms. A chapter that summarizes and points to future work for each one of the projects concludes the work.</p>

[pt] O varejo está na era do big data e cada vez mais informações estão sendo geradas sobre a jornada do cliente. É fundamental armazenar esses dados de jornada de compra para entender melhor os clientes, a fim de aprofundar o relacionamento com eles. No entanto, a captura de dados é apenas o primeiro passo, sendo fundamental a análise dessas informações para segmentar os clientes e oferecer o que eles desejam. Utilizando uma base real de clientes (em torno de 600 mil clientes únicos analisados) de uma grande rede de supermercados, este estudo objetivou entender o comportamento deles em termos de canais a partir de cohorts de diferentes gerações para variáveis de frequência de compra, total gasto de compra, total de itens únicos comprados (produtos distintos) e total de itens comprados. Adicionalmente, também avaliou-se o comportamento de compra para itens de marca própria e de fornecedor exclusivo do supermercado, com o intuito de compreender essas diferenças e possibilitar ações mais assertivas em termos de CRM e marketing para a empresa. Na análise dos dados, descobriu-se que o WhatsApp foi o canal mais consistente. Os Baby Boomers apresentaram uma maior propensão ao uso desse canal, enquanto os Millennials e a Geração Z apresentaram uma menor propensão. O canal digital apresentou diferenças apenas na ótica de gastos, e o canal físico foi o preferido da Geração X e dos Baby Boomers. Os Xennials apresentaram comportamento similar à Geração X e Geração Y. / [en] Retail is in the age of big data and more and more information is being generated about the customer journey. It is critical to store this buyer journey data to better understand customers in order to maintain the relationship with them. However, capturing data is just the first step, and analyzing this information is essential to segment customers and offer what they want. Using a real customer base (around 600,000 customers) of a large supermarket chain, this study aimed to understand their behavior in terms of channels from cohorts of different generations to determine unique purchases, total purchase spend , total unique items purchased (destined products), and total items purchased. In addition, it also evaluates the purchase behavior for own brand items and items from the supermarket s exclusive supplier, with the aim of understanding these differences and enabling more assertive actions in terms of CRM and marketing for the company. In analyzing the data, it was found that WhatsApp was the most consistent channel. Baby Boomers were more likely to use this channel, while Millennials and Generation Z were less likely. The digital channel showed a difference only in terms of spending, and the physical channel was preferred by Generation X and Baby Boomers. Xennials showed behavior similar to Generation X and Generation Y.

In this thesis we study several resource management problems in two classes of wireless networks. The thesis is in two parts, the first being concerned with game theoretic approaches for cellular networks, and the second with control theoretic approaches for mobile opportunistic networks. In Part I of the thesis, we first investigate optimal association and power control for the uplink of multichannel multicell cellular networks, in which each channel is used by exactly one base station (BS) (i.e., cell). Users have minimum signal to interference ratio(SINR) requirements and associate with BSs where least transmission powers are required. We formulate the problem as a non-cooperative game among users. We propose a distributed association and power update algorithm, and show its convergence to a Nash equilibrium of the game. We consider network models with discrete mobiles(yielding an atomic congestion game),as well as a continuum of mobiles(yielding a population game). We find that the equilibria need not be Pareto efficient, nor need they be system optimal. To address the lack of system optimality, we propose pricing mechanisms. We show that these prices weakly enforce system optimality in general, and strongly enforce it in special settings. We also show that these mechanisms can be implemented in distributed fashions. Next, we consider the hierarchical problems of user association and BS placement, where BSs may belong to the same(or, cooperating) or to competing service providers. Users transmit with constant power, and associate with base stations that yield better SINRs. We formulate the association problem as a game among users; it determines the cell corresponding to each BS. Some intriguing observations we report are:(i)displacing a BS a little in one direction may result in a displacement of the boundary of the corresponding cell to the opposite direction;(ii)A cell corresponding to a BS may be the union of disconnected sub-cells. We then study the problem of the placement of BSs so as to maximize service providers’ revenues. The service providers need to take into account the mobiles’ behavior that will be induced by the placement decisions. We consider the cases of single frequency band and disjoint frequency bands of operation. We also consider the networks in which BSs employ successive interference cancellation(SIC) decoding. We observe that the BS locations are closer to each other in the competitive case than in the cooperative case, in all scenarios considered. Finally, we study cooperation among cellular service providers. We consider networks in which communications involving different BSs do not interfere. If service providers jointly deploy and pool their resources, such as spectrum and BSs, and agree to serve each others’ customers, their aggregate payoff substantially increases. The potential of such cooperation can, however ,be realized only if the service providers intelligently determine who they would cooperate with, how they would deploy and share their resources, and how they would share the aggregate payoff. We first assume that the service providers can arbitrarily share the aggregate payoff. A rational basis for payoff sharing is imperative for the stability of the coalitions. We study cooperation using the theory of transferable payoff coalitional games. We show that the optimum cooperation strategy, which involves the acquisition of channels, and deployment and allocation of BSs to customers, is the solution of a concave or an integer optimization problem. We then show that the grand coalition is stable, i.e., if all the service providers cooperate, there is an operating point offering each service provider a share that eliminates the possibility of a subset of service providers splitting from the grand coalition; this operating point also maximizes the service providers’ aggregate payoff. These stabilizing payoff shares are computed by solving the dual of the above optimization problem. Moreover, the optimal cooperation strategy and the stabilizing payoff shares can be obtained in polynomial time using distributed computations and limited exchange of confidential information among the service providers. We then extend the analysis to the scenario where service providers may not be able to share their payoffs. We now model cooperation as a nontransferable payoff coalitional game. We again show that there exists a cooperation strategy that leaves no incentive for any subset of service providers to split from the grand coalition. To compute this cooperation strategy and the corresponding payoffs, we relate this game and its core to an exchange market and its equilibrium. Finally, we extend the formulations and the results to the case when customers are also decision makers in coalition formation. In Part II of this thesis, we consider the problem of optimal message forwarding in mobile opportunistic wireless networks. A message originates at a node(source), and has to be delivered to another node (destination). In the network, there are several other nodes that can assist in relaying the message at the expense of additional transmission energies. We study the trade-off between delivery delay and energy consumption. First, we consider mobile opportunistic networks employing two-hop relaying. Because of the intermittent connectivity, the source may not have perfect knowledge of the delivery status at every instant. We formulate the problem as a stochastic control problem with partial information, and study structural properties of the optimal policy. We also propose a simple suboptimal policy. We then compare the performance of the suboptimal policy against that of the optimal control with perfect information. These are bounds on the performance of the proposed policy with partial information. We also discuss a few other related open loop policies. Finally, we investigate the case where a message has to be delivered to several destinations, but we are concerned with delay until a certain fraction of them receive the message. The network employs epidemic relaying. We first assume that, at every instant, all the nodes know the number of relays carrying the packet and the number of destinations that have received the packet. We formulate the problem as a controlled continuous time Markov chain, and derive the optimal forwarding policy. As observed earlier, the intermittent connectivity in the network implies that the nodes may not have the required perfect knowledge of the system state. To address this issue, we then obtain an ODE(i.e., a deterministic fluid) approximation for the optimally controlled Markov chain. This fluid approximation also yields an asymptotically optimal deterministic policy. We evaluate the performance of this policy over finite networks, and demonstrate that this policy performs close to the optimal closed loop policy. We also briefly discuss the case where message forwarding is accomplished via two-hop relaying.

Konsumenters beteende har förändrats och i dag söker kunder inte efter produktrelaterad information enbart i den fysiska butiken inför att de ska genomföra ett komplext köp. Teknisk utveckling och butiker online har möjliggjort för konsumenten att söka information var och när de vill. Detta har lett till att konsumenter är mer informerade än någonsin. Denna förändring av konsumentbeteende är viktigt att studera eftersom företag måste förstå sina konsumenter för att skapa hållbara affärsmodeller och strategier. Därför syftar vår studie till att skapa en större förståelse för detta förändrade konsumentbeteende och hur det påverkar den fysiska butikens roll när konsumenten förbereder sig inför ett komplext köp. Studien är design är en fallstudie av IKEA:s köksavdelning. Vår intention var att förstå viktiga aspekter av konsumentens förberedelse, informationssökning och beteende inför ett komplext köp. För att få en större förståelse för om den fysiska butikens roll har förändrats användes en mixad metod. Detta studerades genom observationer, enkäter och intervjuer. Genom att använda eye-tracking utrustning under observationerna kunde vi studera respondenternas beteende mer djupgående än vad tidigare studier gjort. Vilket resulterade i att studiens slutsats är att den fysiska butiken fortfarande har en viktig roll när konsumenten förbereder sig inför ett komplext köp. Framförallt förser butiken konsumenter med möjligheten att känna på produkten, samt att ge dem ett helhetsintryck av vad de ska köpa. Vår huvudsakliga slutsats blev därför att den fysiska butikens roll inför ett komplext köp är att vara ett komplement till den information som finns tillgänglig online genom att möjliggöra för konsumenten att interagera med produkterna i en verklig butiksmiljö. / Consumer behaviour has changed, today consumers do not solely search for information in the physical store prior to a complex purchase. Technological development and online stores have enabled consumers to search for information whenever and wherever they want. This has led to consumers being more informed than ever. The change and development of consumer behaviour is an important research subject, as companies must understand their consumers in order to create the best business strategies and business models possible. Therefore, is the aim of this thesis to gain a deeper understanding of this changed consumer behaviour and if the physical store might have a different role during consumer preparation prior to a complex purchase.The design used was a case study of IKEA’s kitchen department. Our intention was to understand important aspects of consumer preparation, information search and behaviour prior to a complex purchase. Therefore, was a mixed method strategy was used, which allowed us to understand if the role of the physical store has changed during consumer preparation prior to a complex purchase. This was studied through observations, questionnaire and interviews. Due to the usage of eye-tracking technology during the observation, we could study the respondent’s behaviour more in detail than previous research has done. The conclusion of the study is that the physical store still has an important role when consumers purchase complex products. Foremost, due to consumers’ having a great need to touch and feel the product, and to gain the whole picture of what they intend to purchase. Therefore, was the main conclusion that the role of the physical store prior to a complex purchase is to complement the information available online, by enabling consumers to interact with the products in a real world environment.

International Telemetering Conference Proceedings / October 27-30, 1997 / Riviera Hotel and Convention Center, Las Vegas, Nevada / This paper presents the Mission Integrated Decommutation and Analysis System (MIDAS), a multi-threaded, multi-processing application developed in Microsoft Visual C++ for Windows NT by the Air Force Development Test Center (AFDTC) Eglin AFB, Florida. The primary function of MIDAS is to support post-test processing of instrumentation data by decommutating, logging, and reporting MIL-STD-1553B or pulse code modulated (PCM) encoded data extracted from MARS-II digital tape recordings. MIDAS processes multiple data streams from a single recording, and can process multiple recordings in parallel. MIDAS also serves as a diagnostics tool for investigating data processing anomalies reported during normal production runs. MIDAS is part of an integrated suite of applications developed to provide AFDTC development test and operational test customers with quickly delivered, high-quality data products. Software development is underway to support the processing of Digital Data Acquisition and On-Board Recording Standard (DDAS) packetized telemetry data. DDAS is derived from the Consultative Committee for Space Data Systems (CCSDS) standard. [MARS-II is the digital acquisition and recording system supported by MIDAS. MARS-II was developed by DATATAPE, Incorporated, Pasadena, California. It records up to 20 gigabytes of mission data across as many as eight channels of MIL-STD-1553B or PCM encoded data. Digital recording technology provides an alternative to traditional analogbased telemetry ground systems.]

Résumé : La synthèse de champs sonores est un domaine de recherche actif trouvant de nombreuses applications musicales, multimédias ou encore industrielles. Dans ce dernier cas, la re- construction précise du champ sonore est souhaitée, ce qui implique de répondre à un certains nombre de questionnements scientifiques. À l’aide de réseaux de microphones et de haut-parleurs, la captation, la synthèse et la reconstruction précise de champs sonores sont théoriquement possibles. Seulement, pour des applications pratiques, la disposition des haut-parleurs et l’influence acoustique du lieu de restitution sont des facteurs cruciaux à prendre en compte pour s’assurer de la bonne reconstruction du champ sonore. Dans ce contexte, cette thèse de doctorat propose des méthodes et des techniques pour la captation, la transformation et la reconstruction précise de champs sonores en trois dimen- sions en se basant sur la méthode ambisonique d’ordre élevé. Une configuration sphérique pour le réseau de microphones et de haut-parleurs est proposée. Elle suit un maillage de Lebedev à cinquante points qui permet la captation et la reconstruction du champ sonore jusqu’à l’ordre 5 avec le formalisme ambisonique. Les limitations de cette approche, tel le repliement spatial, sont étudiés en détails. De plus, une opération de transformation du champ sonore est présentée. Elle est établie dans le domaine des harmoniques sphériques et permet d’effectuer un filtrage directionnel avant le décodage pour privilégier certaines directions dans le champ sonore, suivant une fonction de directivité choisie. Pour la re- construction, une approche originale, également établie dans le domaine des harmoniques sphériques, permet de prendre en compte l’influence acoustique du lieu de restitution, ainsi que les défauts du système de restitution. Ce traitement permet alors d’adapter la synthèse de champs sonores au lieu de restitution, en conservant le formalisme théorique établi en champ libre. Finalement, une validation expérimentale des méthodes et des tech- niques développées au cours de la thèse est faite. Dans ce contexte, une suite logicielle de synthèse et traitement en temps-réel des champs sonore est développée. / Abstract : Sound field synthesis is an active research domain with various musical, multimedia or industrial applications. In the latter case, the accurate reconstruction of the sound field is targeted, which involves answering several scientific questions. Using arrays of microphones and loudspeakers, the capture, synthesis and accurate reconstruction of sound fields are theoretically possible. However, for practical applications, the arrangement of the loud- speakers and the acoustic influence of the restitution room are critical factors to consider in order to ensure the accurate reconstruction of the sound field. In this context, this thesis proposes methods and techniques for the capture, transforma- tions and accurate reconstruction of sound fields in three dimensions based on the Higher Order Ambisonics (HOA) method. A spherical configuration for the array of microphones and loudspeakers is proposed. It follows a fifty-node Lebedev grid that enables the capture and reconstruction of the sound field up to order 5 with HOA formalism. The limitations of this approach, such as the spatial aliasing, are studied in detail. A transformation op- eration of the sound field is also proposed. The formulation is established in the spherical harmonics domain and enables a directional filtering on the sound field prior to the decod- ing step. For the reconstruction of the sound field, an original approach, also established in the spherical harmonics domain, can take into account the acoustic influence of the restitution room and the defects of the playback system. This treatment then adapts the synthesis of sound fields to the restitution room, maintaining the theoretical formalism established in free field. Finally, an experimental validation of methods and techniques developed in the thesis is made. In this context, a digital signal processing toolkit is de- veloped. It process in real-time the microphones, ambisonics, and loudspeaker signals for the sound field capture, transformations, and decoding.

A experiência dos clientes no ambiente varejista, seja físico ou virtual, ganha destaque na literatura e nas discussões de marketing devido a seu importante papel nos delineadores do comportamento de compras, influenciado por inúmeros fatores, entre os quais as próprias experiências. O estudo das características do varejo experiencial visa compreender as técnicas contemporâneas para a criação e o gerenciamento de experiências atraentes e marcantes para os clientes. Proporcionar experiências positivas de consumo é um dos atuais desafios da gestão de marketing, seja em âmbito estratégico ou operacional, proporcionando diferenciais de mercado perante os concorrentes. Apesar de a literatura apresentar teorias seminais sobre as experiências do consumidor desde a década de 1960, o assunto ganha mais relevância quando as ofertas são comoditizadas; as empresas devem apresentar propostas de valores diferenciadas. O objetivo deste estudo foi identificar como as dimensões da integração dos ambientes off-line e on-line estão presentes no gerenciamento da experiência do cliente, sob a perspectiva de varejo supermercadista. Ressalta-se que se realizou o estudo a partir da perspectiva do varejista, abordando suas implicações gerenciais em um relevante segmento da economia e do cotidiano dos clientes. Essa perspectiva envolve características culturais, capacidades dinâmicas, orientações estratégicas e dificuldades operacionais para integrar os diferentes canais disponíveis aos clientes. Realizou-se uma pesquisa exploratória, com método qualitativo, tendo o estudo de caso como estratégia de pesquisa. Coletaram-se os dados por meio de entrevistas com roteiro semiestruturado, utilizando o modelo de projeto de gerenciamento de experiências dos clientes de Schmitt (2004). Realizou-se o estudo de caso no maior varejo supermercadista do Brasil, considerado o valor de faturamento, com entrevistas da diretora de marketing da operação brasileira e com um diretor de operações de hipermercado. Após as transcrições, os dados foram codificados, gerados atributos específicos também codificados, o que possibilitou a análise de conteúdo. Os resultados foram apresentados seguindo a codificação dos atributos e as etapas do modelo mencionado. Encontraram-se balizadores na literatura e na pesquisa empírica que permitiram confirmar os dois pressupostos iniciais do estudo: (1) a integração dos canais físico e virtual tem levado o cliente a mudar seus comportamentos e (2) o varejo deve agregar serviços às atividades no ambiente físico para melhorar a experiência de consumo. Também apresentou-se um novo constructo envolvendo o gerenciamento das experiências especificamente no varejo supermercadista. Esta concepção implementa o constructo de Terblanche (2018) e, por isso, é nomeada de constructo da experiência ampliada do cliente no supermercado, com uma dimensão adicionada: a integração das operações off-line e on-line. Essa nova dimensão congrega o acesso ou conhecimento dos clientes no canal físico do supermercado, integrando recursos, tecnologias e características do ambiente digital, tendo abrangência de operações dos canais sob a concepção omnichannel. Os principais objetivos desse constructo são: implementar as experiências do cliente no ponto de venda e fornecer vantagem competitiva ao varejista. O trabalho apresenta implicações acadêmicas e contribuições gerenciais que possibilitaram sistematizar aspectos da gestão de varejo, considerando o gerenciamento das experiências dos clientes. / Customer experience in the retail sector, whether physical or virtual, gains prominence in the literature and marketing discussions because of its important role in the delineators of shopping behavior, influenced by many factors, including experience itself. The study of the experiential retail characteristics aims at understanding contemporary techniques for creating and managing attractive and striking customer experiences. Delivering positive customer experiences is one of the current challenges of marketing management, whether strategic or operational in scope, providing market differentials. Although the literature has presented seminal theories on customer experience since the 1960s, the issue becomes more relevant when deals are commoditized; companies must submit differentiated value propositions. The objective of this study was to identify how the dimensions of off-line and online environments integration are present in the management of customer experience, from a supermarket retail perspective. It should be emphasized that the study was carried out from the perspective of the retailer, addressing its managerial implications in a relevant segment of the economy and the customers\' daily lives. This perspective involves cultural characteristics, dynamic capabilities, strategic orientations and operational difficulties in integrating the different channels available to clients. Exploratory research was carried out through a qualitative method, with a case study as a research strategy. Data were collected through semi-structured interviews, using Schmitt\'s (2004) customer experience management project model. The case study was carried out in the largest supermarket retailer in Brazil, considering the billing value, with interviews of the marketing director of the Brazilian operation and an operations director of a single hypermarket. After the transcriptions, the data and the specific attributes generated were coded, which enabled content analysis. The results were presented following the coding of the attributes and the steps of the mentioned model. We have found indicators in the literature and empirical research that allowed us to confirm the two initial assumptions of the study: (1) the integration of the physical and virtual channels has led clients to change their behaviors and (2) the retailer must aggregate services to the activities in the physical environment in order to improve consumer experience. We also presented a new construct involving the management of experiences specifically in the supermarket retail. This conception implements the Terblanche (2018) construct and, therefore, is named the expanded construct of customer experience in the supermarket, with an added dimension: the integration of offline and online operations. This new dimension brings the access or knowledge of the customers together in the physical channel of the supermarket, integrating resources, technologies, and characteristics of the digital environment, covering the operations of the channels under the omnichannel conception. The main objectives of this construct are to implement customer experiences at the point of sale and provide a competitive advantage to the retailer. The study presents academic implications and managerial contributions that enabled systematizing of aspects of retail management, considering the management of client experience.