This study presents research about the virtual experience room, more specific theKarantänfestivalen Unplugged. The purpose of this study is to analyse how the virtualexperience room Karantänfestivalen Unplugged is built and also how committed consumersare during a virtual event. This will be answered by three research questions. The researchquestions affect inclusion of consumers at a distance, important factors from the physicalexperience room and also how consumers judge the virtual experience room in terms ofcomments.The research questions will be answered with help from the model The Virtual ExperienceRoom that is created by the authors of this study. The model is based on the two models TheExperience Room Model and The Four Realms of An Experience. Also the important factorsregarding the experience room from Mossberg and Bitner. The study is written from aqualitative approach where the collection of the data has been done through a case study. Thecase study was made from the virtual experience room Karantänfestivalen Unplugged througha document and video study. The documents and the video was analysed from a contentanalysis with help from the model that was mentioned above.The result shows that Karantänfestivalen Unplugged includes its consumers in a way that itmakes it possible for them to participate more spontaneously than if it was a physical event.And also that the consumers are able to ask questions to the artists and employees of theevent. The main factors in a virtual experience room are considered to be customerengagement, technology, object language and intangible artefacts, which is presented in themodel The Virtual Experience Room. Finally, it can be considered that consumers of a virtualevent will express their opinions through writing in a comment that they will publish on aplatform where the event is being observed.The study is written in Swedish. / I denna studie presenteras forskning kring det virtuella upplevelserummet Karantänfestivalen Unplugged. Syftet med studien är att analysera hur det virtuella upplevelserummet Karantänfestivalen Unplugged är uppbyggt samt hur engagerade konsumenter är under ett virtuellt evenemang. Detta besvaras genom tre forskningsfrågor. Forskningsfrågorna berörinkludering av konsumenter på distans, viktiga faktorer som kan appliceras från det fysiska upplevelserummet samt hur konsumenter bedömer det virtuella upplevelserummet i form av kommentarer. Forskningsfrågorna besvaras med hjälp av den egenskapade modellen Det Virtuella Upplevelserummet som baseras på modellerna The Experience Room Model och The Four Realms of An Experience, samt Mossberg och Bitners viktiga faktorer i ett upplevelserum. Studien är skriven utifrån en kvalitativ infallsvinkel där insamlingen av data har gjorts genomen fallstudie. Fallstudien gjordes på det virtuella upplevelserummet Karantänfestivalen Unplugged genom en dokument- och videostudie. Dokumenten och videon analyserades utifrån en innehållsanalys med hjälp av modellen som tidigare nämnts. Resultatet visar att Karantänfestivalen Unplugged inkluderar konsumenterna genom att spontant deltagande kan ske på ett annat sätt än vid fysiska evenemang samt att konsumenterna får ställa frågor till artisterna och personalen. Huvudfaktorerna i ett virtuellt upplevelserum anses vara kundengagemang, teknologi, object language och ogripbara artefakter, vilket visas i modellen Det Virtuella Upplevelserummet. Slutligen kan det konstateras att konsumenter av ett virtuellt evenemang uttrycker sina åsikter genom att skrivadet i en kommentar som de sedan publicerar på den plattform där de följer sändningen.

This thesis establishes that the knowledge is limited in customer experience and meal-kit subscriptions written from a business perspective. The current coronavirus pandemic has contributed to a rapid surge for an industry already expected to take more significant portions of the global food market. In conjunction with an attractive business model and increasing competition, there are reasons to believe that a positive customer experience will be of the highest importance for the future of meal-kit subscriptions. The research has chosen the segment of young adults to demonstrate areas for companies to improve. The findings will eventually present solutions for companies to reach a highly desired customer segment before the competitors. Furthermore, the research summarizes how companies can develop the customer experience based on consumer values.