The purpose of this study is to provide a longitudinal examination, within grocery retailing, of four marketing tools and their impact on enhancing customer loyalty. The study examines whether the relationship between the four marketing tools and customer satisfaction has a positive effect on attitude and behavior loyalty. The findings from this study show that the marketing tools have not helped enhancing loyalty between 2004 and 2007. Between these years, service quality has the most affect on loyalty. Self-scanning as an effective marketing tool could be questioned, the relation in this study is not supported.

This thesis is a study of Facebook users? beliefs attitudes and behaviour towards personalised adverts on the site, using Wang & Suns theory about the relationship between beliefs and attitude toward online advertising (ATOA) and the connection between attitude and behaviour. The result, based on qualitative research and interviews, will introduce a deeper understanding and interpretation of users? beliefs, attitudes and behaviour toward personalised adverts. The result showed that people perceive the site?s personal adverts as intrusive and interfering with their personal space and the purpose of the site.

The Swedish sports retail industry has experienced extensive growth during the last decade, and this has attracted new entrants to the market, both start-ups and international followers. This has inevitably put more pressure on incumbents, which are now confronted with major challenges as how to retain their customers and market shares. Customer loyalty has been proved to be an important factor for customer retention and proposed to constitute inertia of switching behavior. In light of this problematization, the purpose of this study is to describe the underlying factors of loyalty and whether purchase habits could further explain customer loyalty. The aim is also to understand the strategic implications of the factors involved.

The increased media clutter requires of brand managers to be innovative and creative in their choices of marketing communications in order for brands to be salient in the minds of consumers. Recent studies emphasize incongruent marketing as a means of "standing out" from this competitive clutter and reaching existing and new potential customers. The aim of this thesis is to examine the effects of brand incongruent sponsorships (sponsorships which are incongruent with established brand associations) on consumer response to well-established brands from the perspective of high and low levels of loyalty. A quantitative survey was conducted and the results show that incongruent sponsorships improve brand attitude, brand interest and brand credibility, while not affecting ad attitude, purchase intention and word-of-mouth intention for customers of low loyalty. For highly loyal customers the findings were that brand attitude, brand interest, brand credibility, purchase intention and word-of-mouth intention remained unchanged while ad attitude decreased.

The research aims at revealing consumers? loyalty to a high involvement product category, connected to a loyalty membership club. Hence, the study aims at explaining similarities and differences between two markets, differently developed in terms of loyalty clubs. The study used IKEA, its loyalty club IKEA FAMILY and women as the company?s main target group, in a case format to study loyalty membership clubs.

The purpose of this study is to investigate a loyalty card and its relation to accompanying promotional benefits, and their linkages to grocery retail service loyalty. Also, the aim sets out to find relationships between demographic variables and proneness towards the promotional benefits, the loyalty card, and loyalty. A quantitative approach has been assumed and empirical data has been collected through the use of questionnaires. The data has been analyzed through descriptive statistics, correlations, and regression analysis. An operationalization used to measure satisfaction of the loyalty card and attitudinal loyalty is also presented.

Since companies have realised the importance of customer loyalty and since the service sector has gained higher significance in recent years, we found it interesting to study what leads to customer loyalty in service companies. The theories we have chosen to consider are customer loyalty, service quality, service guarantees, affinity marketing, loyalty programmes and customer clubs, the customer in focus and other factors that influences customer loyalty. To find out how service companies are working with cus- tomer loyalty, we have conducted a case study within three service companies. Our findings are that customer loyalty has a significant importance for the companies we studied. Quality and personnel were the factors we found had the greatest impact in service companies concerning customer loyalty.

 In light of the resent surge in globalization, and the heightened competition that follows as a result of this, there has been an increase in the importance that is placed into understanding buyer behaviour. This increase has been seen since the realization that by building strong customer relationships it is much easier to reach these through the marketing communications that are put in effect. There are also a number of upsides to enlisting the customers at an early stage in product development, such as creating greater value and a stronger sense of involvement.Röhnisch is therefore trying to show a genuine interest in supplying the costumers needs as they adapt and evolve. In order to accomplish this strive towards gaining a deeper understanding into the thoughts and attitudes that precedes the buying behaviour they conduct regular surveys. To complement this, the purpose of this paper will be to determine the actual preferences and buying behaviour of the market segment that Röhnisch has chosen for themselves, and while doing so, keeping an emphasis on loyalty.

The purpose of this study is to analyze how customer oriented businesses can use loyalty programs to create loyalty and how loyalty can be increased. We have in this study chosen to refer loyalty program to the loyalty program that belong to the company Jula AB. Our study is written in a qualitative method. In our method, we chose to interview people in Jula organization to get a business perspective to our study. We have also chosen to assemble a focus group of Jula-club members to also get a customer perspective on the subject.

Over the last couple of years the airline business has gone through some turbulent changes, which has meant that customer loyalty has been affected. It?s no longer certain how or why customers are loyal to an airline, although the companies now use more and more complicated loyalty programs to keep their customers.The purpose of this essay has therefore been to examine what makes customers loyal to a service business, and what is the extent of their loyalty.To be able to answer these questions, a survey about costumers loyalty were accomplished. The results we received show that availability is the most significant issue for customers of SAS, and satisfaction is the minimum requirement for the customer. But to be able to attract loyal customers the airline has to offer them more..

The fact that a duty of loyalty within the Swedish company law exists should be regarded as indisputable according to the Swedish doctrine, but its content and scope is however more severe identified. As the duty of loyalty is not regulated in the ABL and the fact that there are not many precedents in this area, means that it is difficult to know the boundaries of the company management´s duty of loyalty. It is also unclear whether the company management´s duty of loyalty to the company also is targeting the shareholders. It is this issue that we intend to discuss in the final chapter of this thesis. In order to answer our questions, we will in chapter two to six give an account of the foundation of the duty of loyalty and thereafter describe the management's duty of loyalty to the company.

Purpose: The study aims to, from a companys point of view, describe how strategic work with customer loyalty is done.Conclusion: Another possible way to try to create loyalty is to exceed the expectations whether the customer is a member of the loyalty program or not. A strong brand with a good reputation can also contribute to a stronger loyalty. Reward systems gradually reward the customers since they first need to collect points, or in this case miles, to be able to use them later on. The staff is often educated in service to be able to interact with the customer in a professional manner. One way to interact with the members of the loyalty program is through profiles on the internet.

As the usage of loyalty programs increases, this study takes a new approach to examine how these programs influence consumers? attitudes toward brands. This paper is influenced by the recent findings that question the capability to create a clear picture of the effects of loyalty programs by conducting quantitative research. This is based of the differentiation between attitudes and actions, leading to the fact that quantitative research have only captured the actions of members of loyalty programs. In contrast to that, this paper uses qualitative interviews to create a more in-depth point of view.The paper immerses the reader in the theoretical viewings of what loyalty is and how it emerges from satisfaction.

ABSTRACT Author: Johan PetterssonTitle: Customer Loyalty in the Swedish men's elite football - a study with IF ElfsborgPurpose Increase understanding of how to increase customer loyalty when it comes to Swedish elite football. Method A qualitative study using semi-structured interviews for deeper access to the what the people I interviewed feel about the subject. The interviews are conducted with IF Elfsborgs club president Stefan Andreasson, Goran Lohne who works with media and events, and Eric Sjölin who are supportercontact. In addition to those I alsointerviewed the supporters club Guliganernas President Anders Hultin. Analysis and conclusion The first impression and attitude is very important when a person goes from a one-timebuyers into loyal customers. This is both the theories and the interviewees opinion. Through staff training and records of how the club would like the first impression and attitude to be the clubs can reach a good level of first impression. Suggestions for further researchTo carry out similar studies on additional clubs, other divisions and women's football and examine how a first impression and response should be.Keywords Consumer behavior, customer loyalty, sports, football and first impressions.

Purpose                           The purpose of this study is to create an understanding of how e-commerce companies use loyalty programs in order to retain their customers and to increase its consumption, and compare this with customer perceptions of loyalty and learn what makes them loyal. Theoretical framework      The theoretical framework starts with definitions of loyalty and customer loyalty. Further, it discusses what a loyalty program is, how rewards today and in the future affect the consumers, and other promotion offers that are commonly used. The theory also discusses how previous points work in e-commerce. Method                                                    To take advantage of the companies? point of view and at the same the customers? perspective, the survey is based on a combination of a qualitative and quantitative study. In the study, two companies in the fashion industry were interviewed and 391 respondents participated. Empirical study                 In the empirical study the interviews with the two e-commerce companies are first presented, which revolves around their use of loyalty program.