AbstractThe purpose of this study is to clarify and analyze the servicescapes impact on brand image and customer loyalty among general dealers. The research question that we have used in the study is what characterizes the connection between the servicescape and the possibility to maintain and strengthen the customer relation among general dealers. The study is based on a qualitative approach and we have conducted eight interviews with experts and special advisers within the field. We have chosen to focus our study on the fact the market for general dealers have changed and the demands from the customers are severed throughout the years. The servicescape consists of the physical surroundings where the service is produced, examples of factors that influence the servicescape is the employees and the customers.

Vobbla Racing is a racing team who has an online sales department that is in need of an upgrade to be more efficient and easier to use. Before this study their present homepage was anything but structured. The products were sorted in an illogical order which made it difficult for the customer to find a wanted product. The customer had to summarize the products, transport sums and other costs. The order had to be e-mailed or phoned in to Vobbla Racing Produkter.

The purpose of this Master thesis is to examine and describe dog breeders? information activities. Questions posed in this study are:? What are the information needs of dog breeders?? How does the dog breeder seek and use information?? How can the relationship between serious leisure and information activities be described?The theoretical framework consists of the sociologist Robert A Stebbins? theory about serious leisure. The study is based on a qualitative methodology.

The purpose with this essay is to study how companies use the repositioning process and identify the risks involved from a business perspective. We have chosen to base our essay on the following research questions:What reasons are there for a company to initiate a repositioning?, What does it mean for companies to implement a repositioning?, What are the risks with a repositioning?We have used a qualitative research method and have chosen to interview six respondents which in various ways are actively working with brand repositioning. Our study has been implemented with and deductive character.The most important conclusion that we observed after implementing our study is that repositioning is a high-risk project. Instead of changing their entire brand image, companies should instead make small changes and revitalize the brand by developing the strength that already exist.

The purpose of this bachelor essay is to describe and analyze budgeting in nonprofit organizations. To do that, we used a qualitative method and accomplished seven interviews in four different football clubs. Our idea is to create understanding by combine theory and empiric, and therefore we have an abductive research strategy.The subject of this essay is very topical in view of the recently emerging trend that Allsvenska football clubs are paying increasing deficit. This can have a major impact on the progress and must be stopped. The first step is to make a more realistic budget.The conclusions drawn from this essay suggest that it is not how the budget per se, but how to work from the planned budget that affects what results you gets in the end.

Titel: CRM som källa för idéer till utveckling av nya tjänsterNivå: Kandidatexamen, C-uppsatsFörfattare: Erik Salzmann & Torbjörn KirkevoldHandledare: Sarah Philipson Datum: 1/9-14 Syfte: Syftet men denna studie är att undersöka hur CRM-system används som verktyg för tjänsteutveckling i svenska tjänsteföretag. Från detta formulerades undersökningens forskningsfråga: Hur skapar tjänsteföretag nya innovativa tjänster med hjälp av Costumer Relationship Management? Metod: Undersökningen är gjord med hjälp kvalitativ metod. Telefonintervjuer har legat som grund för datainsamling genom tio respondenter som är aktiva CRM-användare. Respondenterna är valda via ett bekvämlighetsurval.

Purpose: The purpose of this essay is to study how the hotel chain Radisson SAS works with prolonged customer relations with their business clients, with other words the clients that have business agreements with them.Methods: This study will contain an inductive approach and qualitative methods. The qualitative research method is in the shape of a deep interview with the sales manager of Radisson SAS and qualitative interviews of chosen business clients to the hotel.Results: The results of this investigation show that business clients are controlled by what kind of agreements their company has.The companies sign agreements with hotels and hotel chains that are able to satisfy big parts of their needs, if not all of them.With the help of flexible solutions, a well known brand, and good relations, Radisson SAS has made sure that their business clients have prolonged their agreements.They are a global hotel chain near transports, and business clients feel secure with Radisson SAS..

Bakgrund: Internet har skapat nya och billigare sa?tt fo?r konsumenter att genomfo?ra ko?p samt att so?ka efter information. Konsumenter a?r da?rfo?r sva?rare att beha?lla i det nya affa?rsklimatet. E-lojalitet beskrivs som den viktigaste faktorn fo?r e-handlare da? det skapar lo?nsamhet och ho?g avsikt fo?r upprepat ko?p.

2005 hade Sverige 600 000 ideellt arbetande idrottsledare. Trots detta stora antal idrottsledare upplever många idrottsföreningar att intresset för att vara ideell ledare har sjunkit de senaste åren.Tidigare forskning föreslår att nya ledare bäst rekryteras inom grupper av tidigare klubbmedlemmar eller genom föräldrarna till idrottsutövarna. Stöd till ledarna föreslås av flera forskare för att de ska fortsätta att trivas.Idrottsföreningarna är en pedagogisk arena och undersökningar visar att idrottande barndricker mindre alkohol samt att idrotten är en viktig mötesplats där barn fostras i demokrati och möten med andra människor.Syftet med denna uppsats har varit att beskriva framgångsfaktorer för ideellt ledarskap inom föreningsidrotten i Gästrikland. En kvantitativ undersökning i form av webbenkäter har genomförts för att finna struktur i det data som insamlas. Undersökningen innefattar 230 ideella idrottsledare.

AbstractA general store is a grocery store that is located in the countryside. In today's modern society, it is difficult for general stores to compete with the supermarkets and discounters in terms of price and supply. The purpose of this thesis is to create an understanding of both the rural merchants and its customers? perspective on a well-­?functioning general store. We have conducted a case study of three general stores where we interviewed the merchants about how they do to please their customers? needs and identify key elements of a well-­?functioning general store.

The purpose of this paper was, on the basis of the association?s annual reports, to describe appropriate key performance indicators for non-profit associations. The purpose was furthermore to study how the associations show their goal-attainment. The research was delimited to contain the second category of non profit associations, which include sports associations. The authors choose three non profit associations, which according to the law, shall draw up annual reports. The three ice hockey associations HV71, MODO Hockey and Frölunda Hockey Club, were thereafter chosen on the basis of those delimits.

Since Internet has become a more important and more certain source of information the user require greater and more demands than ever before on the layout and function of different web pages. When search engines gives us the opportunity to millions of hits in just a fraction of a second it?s essential to optimize the structure and architecture, which forms the foundations of all the content. In a time when a company?s digital footprint plays an important role for the costumer and the transmitter it?s of utmost importance to have a steady, well-structured foundation to build new platforms of information on.But how do you manage to build a good foundation? Some of the most important key elements in Information architecture are Organizing, Navigation, Search and Labeling.The aim of this study was to create guidelines for a user-friendlier interface, by analyzing the principals and gathered data.

Continuous improvement is one of five principles in General Motors ? Global Manufacturing System (GM-GMS). GM-GMS has been used by Saab Automobile AB since 2003 and is a central component for realisation of GM?s vision. Internal audits have discovered problems with one of the tools, practical problem solving (PPS), which needs to be improved.

The aim of this study is to describe and analyse how young men who have participated in a riot describe their life-situations regarding to their relations to the police, their neighbourhood, employment, the background to the riots and how they use hip-hop as a resistance to subordination. The study is conducted through three semi-structured qualitative group interviews and to some extent field studies. The theoretical points of departure are Slavoj Zizeks theory of violence, which is divided into subjective, symbolic and systemic violence, and subcultural theory. The results of the study show that the young men in their daily life are exposed to by both systemic and symbolic violence, feel secure within their neighbourhood and find themselves harassed by the police. A major finding is that the riot primarily can be understood as an act to get society conscious of their situations, while they found themselves marginalised, lacking employment and youth club.

The characteristic of services as an effort carried out in a "moment of truth" implies a risk for failures. This study sheds new light on how alternative offerings that customers are initially exposed to can affect satisfaction and loyalty in the service failure and recovery context. More specifically, two aspects of the initial offering are studied: promised general service quality and the presence of a promise about a specific product attribute. Based on a presentation of the main theoretical perspectives, hypotheses are formulated and a scenario-based experiment in a hotel setting is designed to explore these. The results indicate that a higher level of promised service quality can result in more positive evaluations of satisfaction and stronger word-of-mouth intentions than for a lower level of promised service quality.