The store manager can make great benefits of having an eye on how the staff works towards the customer, because the personnel is an important tool when competing with other stores. This paper is focusing on the part that relates to the staff in the store, which is one of the key tools in the competition for customers after the customer made it to the store. Many stores have guidelines which the staff should follow when they meet with customers. If the staff is too tightly controlled by these guidelines, customers can perceive the first encounter with the staff as artificial and as if the genuine friendliness does not exist. It is important that the staff looks at the individual customer and treat every customer in a personal way and that the staff can see the customer?s needs.

In recent years, customer profitability has become a focal point of academic discussions on business performance. However, researchers remain divided as to how evaluation of customers ought to be conducted, resulting in uncertainty of how accounting systems should be adapted to prevailing conditions. This paper aims to investigate the application of customer accounting techniques and the role they play in the organisational and commercial context in which they take place. In a case study of Billerud, a Swedish company providing materials and services for packaging solutions, the interplay between customer accounting techniques and customer relationship characteristics has been examined through the application of a theoretical framework developed by Lind and Strömsten. Particular emphasis has been put on deviations from the prescribed pattern of the framework.

This thesis describes and examines a new line of business, CleanTech. CleanTech comprises a wide range of different types of companies and is not yet well defined. In this thesis only the Swedish market is considered, and a variety of players on the market are included to give the most extensive picture of the current situation. Recent research shows that a gap has arisen between governmental financing and private equity-investments in CleanTech-companies. This gap occurs mainly in companies in expansive phases and causes problems both for the companies and for the line of business as a whole. To investigate this gap the Swedish CleanTech-business is described in terms of earlier and existing financing, age and size of the companies and their turnover and profit.

Denna studie underso?ker huruvida Private Equity-bolag lyckas skapa besta?ende operationellt va?rde i fo?rva?rvade portfo?ljbolag. Studien beaktar ma?tt som reflekterar utvecklingen fo?r olika intressentgrupper i syfte att a?ska?dliggo?ra Private Equity-bolagens sammantagna bidrag till va?rdeskapande. Underso?kningen a?r av kvantitativ karakta?r och a?r baserad pa? ett urval av 19 svenska bolag som under a?ren 1999-2008 fo?rva?rvats och avyttrats av ett Private Equity-bolag.

This thesis attempts to clarify the impact of cultural differenceson customer expectations of service level. Furthermore, wewant to determine whether or not expectations of service differenough to be quantifiable between two countries, Sweden andthe US, mostly regarded as similar in business practices. The conclusion showed that higher ratings on four of Hofstede?s five cultural indexes were associated with higher customer service expectations overall, and in all four SERVQUAL dimensions. This research contributes to retail internationalization and customer expectations theory.

The aim of this master's thesis is to study how gender equity is discussed and worked with at a Swedish public library, and what potential consequences these discussions will bring. By analysing different types of documents and interviews with library staff using discourse psychological theories and methods we show that two dominating discourses coexist and determine the direction of how gender equity is discussed. These discourses are argued to create and uphold gender and gender roles within the organisation as well as in society at large.In our study we find that one of the identified discourses has, as one of its consequences, that it preserves and regenerates traditional gender roles. This discourse is mainly used when discussing personnel policies and when recruiting. We call this the discourse of gender role preservation.The second discourse is mainly seen when discussing the public dimension of the library's functions.

Campaign websites are a growing Internet based type of advertising, dependent upon the advertisement being actively pursued by consumers. The popularity of campaign websites stands in sharp contrast to the increasing advertising boredom among consumers often discussed in both public media and academic contexts. Despite the increasing importance of this kind of communication, little academic research has been conducted on the subject. The purpose of this thesis is to investigate the value of campaign websites for advertisers and consumers. Through a quantitative web based field study combined with an exhaustive qualitative study, we can draw conclusions concerning campaign websites and contribute with a theoretical framework for this type of advertising.

The purpose of this study is to develop and practically evaluate a new approach for the introduction of changes in internal and external processes in a customer front, but with the aim of maintaining or increasing customer perceived quality during insertion. A working model has been developed and is used in a qualitative research in the form of a case study carried out in a customer front, on a customer group in Telia's mobile customer service in Sweden. There is currently little research that has studied the implementation phase.The results of the study show that the designed working model works satisfactorily, but also that it can be developed more. Employees are satisfied and the sale was a positive boost, however, declined the customer experience a little bit. Employees raises questions as leader behavior, confidence in the group ahead, everyone's different circumstances and desire for the individual choice.The biggest challenge for future leaders will be to manage and lead continuous change.

The aim of this small thesis is to investigate if the probability of business failure is higher at the time of divestment than at the time of acquisition for portfolio companies that have been subject to private equity ownership. The background for this thesis is the widespread critique aimed at private equity firms, claiming that they increase the risk in their portfolio companies. We have performed a study of 53 buyout transactions, involving Swedish manufacturing companies, covering a time span of 13 years, from 1995 to 2007. We find evidence of an increased risk of business failure for the portfolio companies with a short forecasting horizon (within one year). The absolute increase in the sample is however small.

How capital structure influences corporate performance and value has been in the interest of researchers and scholars for more than half a century, but an answer is yet to be found. The main objective of the present paper is to contribute with data for this cause and hopefully help to clarify this mystery. The method that was used was by analyzing the impact of debt on profitability and market valuation through linear regression. The study examined 17 Swedish property companies listed on Nasdaq OMX Large Mid and Small Cap over a 6 year period (2007-2012). The authors found a slightly negative relationship between debt-to-equity and profitability measured by return on equity (ROE) as well as by return on assets (ROA).

Forecasting is an important part in attempting to predict how companies will perform in the future. The more accurate the prediction, the more valuable are the results obtained from the forecast. This thesis aims to investigate forecasts of return on equity, and whether a disaggregation of the leverage formula into its underlying components affects the forecasting ability positively. This is conducted by comparing a model based on the leverage formula's components with a model solely based on return on equity from previous years. The study includes manufacturing companies on the Swedish Stock Exchange over the period 1998-2011.

Bakgrund: Många konkurrerande produkter liknar idag varandra och därför krävs ofta andra egenskaper än bra produkter för att övertala konsumenterna till köp. Ett sätt att förstärka associationskraften i ett varumärke kan vara att samarbeta med ytterligare ett varumärke. Detta kallas för co-branding och handlar om att man genom samarbete drar nytta av ett annat varumärke för att på så vis skapa fördelar som kan stärka det egna varumärket. Det tilläggsvärde som ett varumärke ger den märkta produkten betecknas av begreppet brand equity. Co- branding skulle kunna öka brand equity men det kan även innebära stora problem som skulle kunna minska brand equity.Syfte: Syftet med denna uppsats är att definiera och beskriva begreppet ?co- branding? ur ett svenskt marknadsperspektiv.

How debt affects companies is an issue that has received much attention. The fact that researchers disagree can make it hard for companies to choose a financingpolicy that maximizes the value of the firm and its return on equity. In a world with investors that are seeking to maximize profits the value of the firm can be affected differently by different economic conditions. The intention of this study is to answer these issues with quantitive methods, with focus on year 2010 and 2009, where the value of the firm is defined as P/E and P/B ratio. The outcome showed that liabilities only affected return on equity significant in one of four cases, and liabilites didn?t affect the value of companies significantly in any of these.

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.

This Master Thesis is a part of PlymoVent?s business to customer plot, with the aim to investigate how the consumers receive the services that PlymoVent provides. With regard to PlymoVent's business strategy and reference theory, the demands of how to receive and monitor a supply chain for a better customer satisfaction where targeted. The findings refer to poor customer satisfaction due to obscure procedures in problem resolution and discrepancy handling, and vague transportation accuracy..