SERVICE MARKETING 2022

SHOP
PREPARED BY

DAO LINH HANG 2004050019

NGUYEN NHU MAI 2004050033
DINH THI MY LINH 2004050028
NGUYEN MAI ANH 1804000004

GROUP 3-- TUT3

SUBJECT: SERVICE MARKETING
LECTURER: PHAN THI KIM NGAN

Ha Noi, April 10, 2022

TABLE
CONTENT

Page
Executive summary
1
Introduction
2
MAIN PROBLEM

1.Impacts of the COVID-19 pandemic

4-8
on the service organization’s capacity

2. COVID-19 pandemic’s impacts on 9-10

the risks perceived by customers

3. Change in 6Ps of FPT Shop 11-17

Recommendation 18-21
Reference 22-23
 1

FPT Shop (a retail of FPT Retail) which was established in 2012 in the
technology distribution industry and it has been a howling success
story. Nevertheless, the Covid-19 epidemic has had a severe impact on
activities and profit of this technological retail; particularly, FPT
Shop’s capacity changed during the quarantine which also has
negatively impacted customer demand as well as the risk perceived by
customers. Through the analysis of 6Ps in marketing including product,
price, place, promotion, process, people, the change in the strategy of
FPT Shop is illustrated clearly to meet the demands and boost revenue
during the outbreak such as online shopping channels, customer
service, discount and free shipping; the adjustment of capacity to
match the customer demand; a lot of promotion programs have been
provided to boost customer purchasing. Regarding the process,
procedures such as consultancy, ordering or backup are encouraged to
be carried out online; besides, FPT Shop released other insurance
policies for its technological goods. From these points, it can be seen
that FPT Shop did quite well in adapting to the change in the COVID-
19 pandemic, the company should continue to maintain and promote
strategies. In addition, the store chain needs to focus on training
employees, especially technical support staff who give customers the
best backup service after a shopping experience. In conclusion, taking
advantage of this time to improve the website and promote online
communication through social media channels to reach more
customers.

EXECUTIVE
SUMMARY
 2
In 1988¹ (Frt.vn), 13 young scientists founded FPT Company with the desire to build a
new type of organization, rich and strong by creative labor efforts in science and
technology, making customers satisfied, contributing national prosperity. After 34-year
operating and development, the company gained success and expanded in diverse fields
such as telecommunications, technology, education and having other affiliated
companies. FPT Shop - one of three retail chains (the other retail chain including
F.Studio By FPT và FPT Pharma) of FPT Digital Retail Joint Stock Company ( FPT
Retail) which is a member of FPT group - was founded in 2012 and it is the first retail
chain of FPT Retail. With the mission of providing all levels of customers with positive
shopping experiences, through high quality genuine digital products, competitive prices
and friendly customer service guarantee the reputation of the business. FPT Shop
always proud of maintaining and developing the core vale:

Quality: The lead in building credibility

and responsibility to ensure product
quality, FPT Retail gives customers
absolute peace of mind when shopping
for technology products.
Reliability: : The word "credibility" is
what FPT Retail always focuses on in
brand development, a solid fulcrum for
customers, and a reliable partner with
technology companies.

Friendly: The image of FPT Retail being

customer-friendly and active in community
activities is the long-term direction.
Care: With the goal of serving customers as
INTRODUCTION the number one priority, FPT Retail is
increasingly improving service quality,
training enthusiastic, honest, sincere staff to
satisfy any customer. Which goods come to
shop.

FPT Shop is the first retail system in Vietnam granted the certificate of ISO
9001:2000 on quality management according to international standards. By the
end of 2021, FPT Shop owns 647 stores across 63 provinces of Vietnam²
(FPTShop.vn) and is the second largest retail chain in the Vietnamese
technological retail market, which specializes in distribution of mobile digital
products including mobile phones, tablets, laptops, accessories and technology
services... Nevertheless, the COVID-19 pandemic has greatly affected the economy
in general and the technological retail industry in particular, including FPT Shop.
This study will analyze the impacts of COVID-19 on the customer service demand
of FPT Shop as well as the changes in the 7Ps strategy and its effectiveness
thereby recommendations to improve the weak points.
 3

MAIN PROBLEM
 4

Impacts of the COVID-19 pandemic

on the service organization’s capacity

It can be seen that COVID-19 pandemic has

negative impacts on most sectors of the
economy. While most businesses are
"stretching" to maintain production and
business due to COVID-19's negative
impacts, the technology retail industry
group has very positive business results
with revenue and a significant increase in
profits.
 5

a. Impact of the COVID-19 pandemic on customer demand

In the pandemic, this enterprise turns the

challenge into opportunities in business. By
the end of 2021, total revenue of FPT Shop
increased by 38%, to more than VND 18,500
billion, the number of stores reached 647,
an increase of 52 stores compared to the
beginning of the year. These achievements
are achieved thanks to the increasing
demands of customers due to the need for
mobile devices in context of the trend of
online learning and working remotely
increasingly pervasive.³

³ Tu, A. FPT Shop, Nha thuoc Long Chau muon thu gan
74 ty moi ngay. VnExpress. February 14, 2022
<https://vnexpress.net/fpt-shop-nha-thuoc-long-chau-
muon-thu-gan-74-ty-moi-ngay-
4427439.html#:~:text=FPT%20Retail%20%2D%20ch%
E1%BB%A7%20chu%E1%BB%97i%20FPT>,
 6
b. Service capacity of FPT Shop

In the first place, FPT Shop stretched existing

service capacity levels to match the increased
demand of customers. They announced their
participation in the retail sale of desktop
computers (PC), as well as PC components and
accessories. The simultaneous opening of three
laptop and PC business centers in Hanoi in mid-
December exemplifies this system's
"encroachment" strategy.⁴ These stores serve not
only basic demand but also advanced needs such
as specialized computers, gaming computers. The
new business segment is particularly assembled
PCs and products that customers can configure
themselves according to their needs, regardless of
the products provided by the seller, which are also
deployed.

⁴ Tu, A. FPT Shop, Nha thuoc Long Chau muon thu gan 74 ty moi ngay. VnExpress. February 14, 2022
<https://vnexpress.net/fpt-shop-nha-thuoc-long-chau-muon-thu-gan-74-ty-moi-ngay-
4427439.html#:~:text=FPT%20Retail%20%2D%20ch%E1%BB%A7%20chu%E1%BB%97i%20FPT>,
 7
Their competitors - CellphoneS
retail system also simultaneously
opened 12 laptop centers - smart
home devices, fully meeting
genuine laptop products from
leading brands such as: Apple,
Asus, Dell, HP…Over the past time,
the market has also witnessed the
launch of a series of new sale
chains such as ShopDunk,
ThinkPro, Topzone... in addition to
the expansion of new AAR stores
(Apple Authorized Retailer) of
familiar systems such as Viettel
Store, Di Dong Viet…⁵

Moreover, FPT conducted a

comprehensive digital transformation
plan, including expanding sales channels
to e-commerce platforms: Shopee,
Lazada…also digital upgrade in services.

⁵ Tu, A. FPT Shop, Nha thuoc Long Chau muon thu gan 74 ty moi ngay. VnExpress. February 14, 2022
<https://vnexpress.net/fpt-shop-nha-thuoc-long-chau-muon-thu-gan-74-ty-moi-ngay-
4427439.html#:~:text=FPT%20Retail%20%2D%20ch%E1%BB%A7%20chu%E1%BB%97i%20FPT>,
 8
In the second place, they adjusted
their service capacity such as cross-
train employees: employees who can
perform several functions can be
moved to overcrowding points when
needed, ask customers to share, and
provide free consulting services to
customers about technology
products.

Service blueprint of FPT Shop

COVID-19 pandemic’s impacts on

the risks perceived by customers
Apart from the effects on service capacity, the Covid-19 epidemic had a
substantial impact on consumer risk perception. This part will go through the
hazards that service clients perceive, as well as the relationship to service
demand fluctuations.

a. Customers’ risk perception as influenced by Covid-19 pandemic

Vietnam saw four large outbreaks of Covid-19 from January 2020 to March
2022. Because of the Vietnamese government's quarantine restrictions, most
individuals are compelled to stay at home during certain periods. The retail
business, including a mobile device distribution infrastructure, has suffered
tremendously as a result of this. Because of the epidemic, most stores must
close, and consumers must be served online. Nguyen Duc Tai - Chairman of
Mobile World Investment JSC (MWG) predicted that: “Total demand for mobile
and electronics gadgets in Vietnam will decline as the pandemic is expected to
reduce local consumers’ incomes. Many players in the retail industry would
suffer from the pandemic period. ”⁶

During the Covid-19 epidemic, it is clear that individuals are more concerned
with their safety and the severity of infection. People appear to be hesitant to
go out when they perceive a rising danger of health concerns. As a result, it is
acceptable to argue that physical risk to customers' health is the most
important sort of risk influencing their purchase intentions during the Covid-
19 epidemic. Furthermore, psychological risk - buyers' fear of a pandemic is a
factor influencing their desire to go out and buy items. Many people may
wonder, "How can I be certain that I will not come into touch with an infected
person?". People are more inclined to avoid risky activities as they become
more aware of the severe impacts of getting infected with SARS-CoV-2.
Because of the shift in purchasing strategy, it is clear that functional risk -
consumers' worries about product performance results - is also a factor
affecting their purchase decisions. Because of their lack of experience, most
customers will be concerned about the real quality of the items, as well as
other issues such as warranty, exchange, or problems during the shipment
process.

⁶ Minh, N 2020, "Vietnamese tech retailers manage to survive Covid-19 pandemic" , Hanoitimes, 05 April,
viewed 28 March 2022,
<https://hanoitimes.vn/vietnamese-tech-retailers-to-survive-from-covid-19-311630.html>
 10
b. Impacts on service demand
Because physical, psychological,
and functional risks are perceived
by customers, it has a certain
impact on FPT Shop’s service
demand. The most significant
impact is the reduction in demand
of customers for technological
products causing difficulty in
paying all types of cost charges,
FPT Shop had to close stores due to quarantine
financial costs, advertising costs⁷…,
As customers can perceive physical and psychological risks that is the main
problem of FPT Shop when customers are restricted from going out. The
quarantine would be the FPT Shop's period of crisis due to functional risk.

However, this enterprise turns the challenge into opportunities in business.

The trend for shopping has shifted notably from offline to online. Furthermore,
studying online is also required an amount of technological equipment like
smartphones, laptops, tablets, and PCs… That the opportunities for tech
retailers, especially FPT Shop gains profit to make up for the disadvantages
during the pandemic. Actually, from the epidemic that broke out - January
2020 to the present, FPT Shop has gained significant revenue. Looking back at
the laptop market in 2020, FPT Shop has achieved excellent results, more than
doubling compared to the previous year, supplying customers with about
400,000 laptops, accounting for a substantial amount of FPT Shop's total
revenue increase, notably during the pandemic period.⁸ In 2021, electronic
retail chains, laptops, and technology accessories - FPT Shop - accounted for
85 percent of FPT Digital Retail Joint Stock Company's (FRT) income. This
category climbed by 13% as compared to the same period previous year. This
outcome also led to consolidated revenue over VND 9,000 billion and
consolidated pre-tax profit above VND 76 billion, both of which exceeded one-
third and two-thirds of the yearly plan, respectively.⁹

During the pandemic, consumers' service needs for technology items remained
consistent. Despite the fact that the change in purchasing methods has altered
customers' shopping preferences, there is still an opportunity for tech retailers
to thrive, and possibly profit significantly, during the pandemic.

⁷ Son, M 2021, "Hang loat chuoi ban le di dong 'lao dao' vi gian cach xa hoi" , Vietnamplus, 06 September,
viewed 26 March 2022,
<https://www.vietnamplus.vn/hang-loat-chuoi-ban-le-di-dong-lao-dao-vi-gian-cach-xa-hoi/738673.vnp>
⁸ Vietnamnews 2021, "FPT Shop expands to assembled PC segment", Vietnamnews, 11 December, viewed 28
March 2022,
<https://vietnamnews.vn/economy/1105745/fpt-shop-expands-to-assembled-pc-segment.html>
⁹ VnExpress 2021, "Chuoi ban le dien thoai va laptop tang truong manh", VnExpress, 10 August, viewed 28
March 2022,
<https://vnexpress.net/chuoi-ban-le-dien-thoai-va-laptop-tang-truong-manh-4338014.html>
 11

CHANGES ON 7PS OF FPT

SHOP IN PANDEMIC
 12
1.Service

The situation of the Covid 19

epidemic is complicated, cities
constantly have to implement

social distancing, leading to retail

stores being forced to close mass.
It can be seen that COVID-19 has
created a drastic change in
consumer behavior, towards more
online shopping and will probably
turn it into a habit even after the
COVID-19 pandemic. Since the
outbreak of the pandemic, FPT
shop has focused on selling online
on the website, according to
research by iPrice Group, Shopee
and Lazada ranked first in
Southeast Asia; Thegioididong, To protect the interests of
Tiki, Sendo, Bachhoaxanh, and consumers, FPT Shop has built
FPT Shop ranked at positions 5, 6, an "online dispute resolution –
8, 9 and 10 respectively in the ODR" platform on its website¹¹
ranking of 10 most visited e- (which includes a series of
commerce websites in Southeast alternative dispute resolution
Asia.¹⁰ processes conducted via an
online mechanism such as the
Furthermore, the FPT store
internet or some form of
completely integrates major mobile
technology that allows parties to
platforms such as iOS and Android,
make virtual information
interacts with consumers on these
connections on the network
platforms from the point of purchase
without requiring the parties to
and payment to the point of delivery
contact directly in a specific
and feedback, responds to customer
physical space.) Not only that,
information, and resolves ensuing
the FPT shop concentrates on
conflicts.
providing vital things like
laptops and smartwatches for
sports practice, recognizing the
trend of consumers needing to
study, work online, and take care
of their health.

¹⁰ Vien, T 2021, "Việt Nam áp đảo top 10 sàn thương mại điện tử Đông Nam Á", VN Experess, viewed 03 April 2022,
<https://vnexpress.net/viet-nam-ap-dao-top-10-san-thuong-mai-dien-tu-dong-nam-a-4249498.html>

¹¹Nguyen, C 2021, "SỰ THỐNG TRỊ CỦA THƯƠNG MẠI ĐIỆN TỬ VÀ CƠ HỘI CHO THỊ TRƯỜNG BÁN LẺ VIỆT NAM SAU
COVID-19", Đại học Quốc gia thành phố Hồ Chí Minh, viewed 03 April 2022, <https://covid19.vnuhcm.edu.vn/su-thong-tri-
cua-thuong-mai-dien-tu-va-co-hoi-cho-thi-truong-ban-le-viet-nam-sau-covid-19/>
 13
2. PRICE

Recognizing the hardships that

consumers were experiencing
during the covid 19 epidemic,
FPT Shop provides weekly and
monthly specials and discounts.

Furthermore, FPT Shop routinely conducts a 50

percent discount program and decreases money for
consumers who live in distant areas as defined by
Directive 16. FPT Shop also provides a variety of
additional practical incentives, such as 0% installment
payments, the "Thu cũ đổi mới trợ giá 15%" program,
and gift vouchers.¹² Customers may also take
advantage of current product promotions such as up
to 11 million VND off select Samsung phone models,
up to 20% off authentic Apple items, and free laptops.
Warranty of up to 3 years, with a 5% discount up to
300,000 VND when buying with Moca wallet online...
FPT has consistently supported consumers with fair
rates, authentic product quality, and notably greater
incentives for epidemic areas paired with free delivery
since the start of the epidemic and FPT has
concentrated on selling online. FPT Shop constantly
offers a reasonable price that is in accordance with
the market's competitive price. FPT Shop guarantees
that the pricing it offers meets both the
manufacturer's and market's standards as a retailer
that directly provides the newest technological items
to consumers.

¹² Nguyen, T 2022, "Hỗ trợ mùa dịch, FPT Shop ưu đãi cuối tuần đến 9 triệu", fptshop.com, viewed 03 April 2022,
<https://fptshop.com.vn/tin-tuc/tin-khuyen-mai/ho-tro-mua-dich-fpt-shop-uu-dai-cuoi-tuan-den-9-trieu-143472>
 14

FPT shop uses a wide distribution strategy with a retail system

covering 3 regions in 63 provinces and cities nationwide. By the
end of 9 months of 2021, the FPT Shop chain has 630 stores,
opening 34 more stores compared to the beginning of 2021.¹³

FPT shop uses a wide distribution strategy

3.PLACE with a retail system covering 3 regions in 63
provinces and cities nationwide. By the end
of 9 months of 2021, the FPT Shop chain has
630 stores, opening 34 more stores
compared to the beginning of 2021.
According to GfK research, FPT Shop will
have a 35 percent market share in the
Vietnamese laptop retail industry in 2021. On
the back of robust growth, this system
aggressively launched more than 150 laptop
centers in March 2022 to improve customer
experience and reinforce its No. 1 position.¹⁴
FPT contributed to prominent financial units:
ACS, FE Credit, Home Credit, HD Saison,
free door-to-door delivery within 20
kilometers, favorable return policy for
consumers. Customers may buy items
directly on the web channel:
https://fptshop.com.vn/ in addition to direct
retail distribution methods, which is highly
handy in the context of the Covid-19
epidemic's problematic evolution as it is now.

¹³ Thanh, L 2021, "FPT Retail tăng trưởng mạnh trong 9 tháng đầu năm", Thanh nien, viewed 03 April 2022,
<https://thanhnien.vn/fpt-retail-tang-truong-manh-trong-9-thang-dau-nam-post1396226.html>

¹⁴ Lam, T 2022, "FPT Shop mở hơn 150 Trung tâm laptop, củng cố vị trí dẫn đầu trên thị trường",fptshop.com,
viewed 03 April 2022, <https://fptshop.com.vn/tin-tuc/tin-khuyen-mai/fpt-shop-mo-hon-150-trung-tam-laptop-
cung-co-vi-tri-dan-dau-tren-thi-truong-laptop-144091#:~:text=T%E1.>
 15

4. PROMOTION

Promotion is an essential company activity for keeping up

with the consumer market. FPT Shop has a marketing plan
that includes promotions such as buying items with
presents, offering scholarships for students, saving 50% off,
and so on. Furthermore, rather than promoting through
Pano or on the bus during the outbreak of Covid- 19, FPT
made use of the "explosion" of information on digital
channels to perform marketing through promotional videos.
FPT Shop began producing its own advertising videos “in-
house”. Up to now, in addition to the videos that are
completely performed by agencies (specialists in advertising
video production), self-produced viral videos have become
familiar communication products of retailers. Prominent
videos have gone viral and have been widely shared on
social media: With a production cost of 60 million dongs, the
MV "Như một giấc mơ" has received over 90 million views,
offering FPT exceptional communication efficiency. In
addition, FPT cooperated with filmmaker Dinh Cong Hieu to
release "Con tàu định mệnh," a short film that drew a large
audience. In addition, to promote its brand, FPT Shop works
with KOLs, using the popularity of social media influencers,
people who have a large number of likes and follows and
operate in a variety of sectors, to raise awareness and
attract new clients in this way.¹⁵

¹⁵ 2021, "Bài học thành công từ chiến lược marketing của FPT Shop", Misa Amis, viewed 04 April 2022,
<https://amis.misa.vn/33770/bai-hoc-thanh-cong-tu-chien-luoc-marketing-cua-fpt-shop/>
 16
5. PEOPLE
Many services will always require dry interaction
between clients and service staff, despite
improvements in various types of technology. The
competent and highly qualified team at FPT is one
of the shop's greatest assets. They are all
employees who are youthful, vibrant, well qualified,
eager, and innovative. It is FPT's most significant
asset and the bedrock of its success. Many FPT
shop executives have earned international
credentials in CISCO's network, such as CCNA,
CCNP, and CCIE, as well as international
qualifications in the MINI RS/6000, AS/400, SUN,
and HP server generations.¹⁶

Furthermore, the attitudes and abilities of

frontline staff are critical in distinguishing one
service provider from another, and the sales
force is critical in persuading clients to buy at
your store rather than at a competitor's. To do
this, FPT Shop has devised techniques to
recruit and train a strong sales staff with
extensive experience in sales, handling
difficult situations, being nice to clients, and
being ready to work when consumers want
product information, provide it.

¹⁶ 2021, "Bài học thành công từ chiến lược marketing của FPT Shop", Misa Amis, viewed 04 April 2022,
<https://amis.misa.vn/33770/bai-hoc-thanh-cong-tu-chien-luoc-marketing-cua-fpt-shop/>
 17

The process of producing and delivering the service is the final

6.PROCESS

component of the service-extended marketing mix. To provide high-

quality service, employees frequently rely on effective behind-the-scenes
procedures. The FPT shop concentrates on selling on the website during
the Covid 19 epidemic season, and the procedure of selling, buying, and
shipping items given by FPT to clients is extremely straightforward on
the web. FPT Shop orders are delivered to all 63 provinces and cities
around the country, with free delivery within a 20-kilometer radius
(Orders worth less than 100,000 VND will be charged 10,000 VND). If
the distance is higher than 20 kilometers, FPT Shop employees will
provide detailed advice on the most convenient method of delivery.

When purchasing online, FPT is

devoted to providing 100 percent

authentic items, a guarantee,
countrywide exchange, free online
technical help through a contact
center, customers can save time,
enjoy shopping 24/7 with specials that
are constantly updated, and a flexible
return policy.

Online "key orders" are not eligible for home delivery, however, the "key" will
be given to the customer's phone number or email when payment is
completed.¹⁷ FPT has announced the following payment conditions and
methods: Customers must pay 100% of the order amount in advance for
orders delivered at home and valued at VND 50 million or higher. Customers
have the option of paying with cash, a payment gateway, or a bank transfer.
FPT shop can manage orders flexibly and smoothly thanks to a rigid and clear
method in online sales; moreover, personnel regularly review customers'
messages, feedback, and remarks shop in order to give the finest service
possible, ensuring that everyone can shop efficiently throughout the difficult
epidemic time.

¹⁷ FPT Shop 2022, "Chính sách giao hàng và kinh doanh", FPT shop.com, viewed 04 April 2022,
<https://fptshop.com.vn/ho-tro>
 18

RECOMMENDATION
 19

Boost sales with a campaign for the community

During the COVID-19 pandemic, FPT has

conducted many charity campaigns to strengthen
the brand image of FPT Shop, especially in a period
when sharing and helping is extremely important.
In addition to scholarship sponsorship campaigns
or media support for the "Million Hearts - One Will"
program of VN Pay and Dan Chi newspaper, we
recommend FPT Shop to launch a campaign to
support electronic devices. Electronic devices such
as phones and tablets help children with difficult
conditions to study online during the epidemic
season with a part of sales or old smart devices of
customers

The melody of love with FPT Shop

 20

Giving gifts/voucher

In the context of the current COVID-19 epidemic,

instead of giving gifts such as laptop bags, phone
cases, or raincoats that cannot be used with high
frequency, FPT Shop may consider giving more
useful gifts such as antiseptic water, masks,
keychains, etc. printed with the slogan FPT Shop
anti-epidemic, which is both a gift of gratitude to
customers and the promotion of the brand image.

Face mask with FPT Shop logo

Hand wash with FPT Shop logo

 21
Besides, FPT Shop can apply a small discount
directly on products and focus on discounting
with vouchers, which are customers through
purchase of a new product or minigame, for the
next products or connect with educational
centers to give coupons. The course is aimed at
students who buy smart electronic devices such
as laptops, tablets or phones to increase sales
in this most promising segment.

Educational voucher of FPT Shop

FPT Shop voucher -desiged by Group 3

 22
Reference

2021, "Bài học thành công từ chiến lược marketing của FPT Shop", Misa Amis, viewed
04 April 2022, <https://amis.misa.vn/33770/bai-hoc-thanh-cong-tu-chien-luoc-
marketing-cua-fpt-shop/>

FPT Digital 2020, Du an “Cong nghe ban le” cham “toi the he moi”, viewed March 17,
2022, <https://digital.fpt.com.vn/linh-vuc/cong-nghe-ban-le-cho-the-he-moi.html>

FPT Shop 2022, "Chính sách giao hàng và kinh doanh", FPT shop.com, viewed 04 April
2022, <https://fptshop.com.vn/ho-tro>

Lam, T 2022, "FPT Shop mở hơn 150 Trung tâm laptop, củng cố vị trí dẫn đầu trên thị
trường",fptshop.com, viewed 03 April 2022, <https://fptshop.com.vn/tin-tuc/tin-
khuyen-mai/fpt-shop-mo-hon-150-trung-tam-laptop-cung-co-vi-tri-dan-dau-tren-thi-
truong-laptop-144091#:~:text=T%E1.>

Minh, N 2020, "Vietnamese tech retailers manage to survive Covid-19 pandemic" ,

Hanoitimes, 05 April, viewed 28 March 2022, <https://hanoitimes.vn/vietnamese-tech-
retailers-to-survive-from-covid-19-311630.html>

N.Chanh, 2021, "SỰ THỐNG TRỊ CỦA THƯƠNG MẠI ĐIỆN TỬ VÀ CƠ HỘI CHO THỊ
TRƯỜNG BÁN LẺ VIỆT NAM SAU COVID-19", Đại học Quốc gia thành phố Hồ Chí Minh,
viewed 03 April 2022, <https://covid19.vnuhcm.edu.vn/su-thong-tri-cua-thuong-mai-
dien-tu-va-co-hoi-cho-thi-truong-ban-le-viet-nam-sau-covid-19/>

Ngan, L. (2018), “FPT Retail gioi thieu: FPT Shop’’, FRT, viewed 26 March, 2022,
<https://frt.vn/gioi-thieu>

Son, M 2021, "Hang loat chuoi ban le di dong 'lao dao' vi gian cach xa hoi" ,
Vietnamplus, 06 September, viewed 26 March 2022,
<https://www.vietnamplus.vn/hang-loat-chuoi-ban-le-di-dong-lao-dao-vi-gian-cach-
xa-hoi/738673.vnp>

T.Luan, 2021, "FPT Retail tăng trưởng mạnh trong 9 tháng đầu năm", Thanh nien,
viewed 03 April 2022, <https://thanhnien.vn/fpt-retail-tang-truong-manh-trong-9-
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