The purpose of this paper is to examine the effect that price has on quality expectations and customer satisfaction and how price fits into a customer satisfaction model. An experiment in which participants are subject to scenarios of a high or low quality flight are used to test the hypotheses. The analysis shows that perceived quality has a bigger impact on satisfaction than price. Furthermore, price and quality do not affect customer satisfaction independently of each other. The importance of value compared to quality changes whether the actor is a high or low price actor.

Problem-definition: How companies work with social media to strengthen their brand equity and what other purposes might lay behind this usage.Purpose: How Volkswagen Sweden use social media in order to strengthen their brand equity.Method: Qualitative case- study of Volkswagen Sweden where a number of respondents will be interviewed with the help of a semi structured interview guide.Theories: A number of theories in the field of brand equity and communication theory will be used in this paper, some of these theories are, Post-model, Social technographics ladder, brand equity and word of mouth.Empiric: A semi-structured interview guide will be shaped from theory and answered through interviews with people who have knowledge within the field.Conclusions: Extracted from the results the research members has identified a number of important factors that business should consider when they work with social media or planning to. They have also answered how business can strengthen their brand equity with social media..

Denna uppsats undersöker finansieringsformen equity crowdfunding där onoterade företag bjuder ut ägarandelar till den stora massan i utbyte mot kapital. Equity crowdfunding har funnits i Sverige sedan 2013 och ett flertal företag har sedan dess lyckats erhålla finansiering genom denna finansieringsform. Nystartade företag har i sin uppstartsfas många gånger problem med att införskaffa kapital vilket till exempel kan bero på brist på legitimitet, avsaknad av säkerheter eller att företagaren vill behålla full kontroll över företaget. I denna uppsats studeras equity crowdfunding på grund av att finansieringsformen tycks kunna erbjuda kapital till nystartade företag som ofta upplever nämnt problem. Equity crowdfunding öppnar dessutom upp för privatpersoner att enkelt kunna investera i onoterade företag.

A multivariate cross-sectional model is used in this thesis to proxy for expected earnings and to estimate return on equity for 214 companies over the period 2009-2013, using Swedish data. The model, which has never been tested on Swedish data before, is first confirmed to function as a forecasting model for expected return. Furthermore, the model is evaluated through a comparison with two univariate models based on the assumption that return on equity follows a mean reversion process. Forecast accuracy is calculated as the difference of estimated returns and actual returns. The results show that the univariate models' forecasts are superior to the multivariate model's..

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.

This thesis studies whether private equity owned firms within the Swedish welfare sector distinguish themselves in terms of tax planning and short-termism from a control group consisting of other privately owned welfare firms. For the first time, the comparison is made on the entire welfare sector, between 14 matched pairs within education, health care and elderly care. We use financial metrics associated with tax planning and short-termism in sign tests to examine whether the private equity owned firms differ from our control group. The financial metrics tested are actual and paid tax rates, level of interest, book-tax gap, investments, personnel expenses per employee, and cash earnings. We find that the private equity owned firms in terms of tax planning only differ in the level of interest, while no notable differences are found in terms of short-termism..

The purpose of this thesis was to study local bank offices work with customer satisfaction. A case study concerning two local bank offices was made, the cases were based on interviews with the managers at the bank offices. The research questions that we wanted this thesis to answer was how local bank offices create customer satisfaction among small business customers, and how local bank offices assess customer satisfaction among small business customers. The study showed that local bank offices find customer satisfaction among small business customers important and use complaints as the primary source in the process of creating customer satisfaction..

This paper aims to clarify how four customer magazines and digital versions of the magazines are being used by their target group. It focuses on the Ikea customer magazine specifically. After the analysis the conclusion is that out of the four companies customer magazines only one, Ikeas Live magazine, fully re-used the editorial content from the printed magazines on their digital platform. The interviewees were six readers of Ikeas customer magazine Live and two experts from a Stockholm based content firm. After the conducted interviews it became clear that none of the interviewees read the digital version of Ikeas magazine Live.

Den svenska telekommarknaden präglas av en oligopolsituation, där de fyra största företagen utgör 97,5 procent av marknaden, och den främsta konkurrensen sker om befintliga kunder. TeliaSonera är marknadens största företag och de saluför de två operatörerna Telia och Halebop, medan Tele2 är det näst största företaget och de saluför operatörerna Tele2 och Comviq. Inom den svenska telekombranschen har operatörerna förhållandevis liknande tjänsteerbjudanden och det är därför viktigt att skapa sig ett starkt varumärke som differentierar sig ur mängden samt bidrar till att skapa synergieffekter för företag som har två varumärken. Ett varumärke kan användas för att skapa värde för både konsumenten och företaget samt etablera en relation mellan dessa parter. Det värde som företaget skapar med varumärket benämns som brand equity, vilket kan ses ur ett kundvärdebaserat respektive finansiellt perspektiv.

Title: Bergslagens Sparbank ? A market survey of the bank?s corporate customer?s attitudesSeminar date: 2010-02-05Course: Individual essay, 30 higher education creditsAuthors: Mathias Lindberg, Bogdan EfimovAdvisor: Pia LindellKey Words: relationship marketing, finance industry,  customer satisfaction, customer loyaltyPurpose: The purpose of this essay is to try to identify those factors that lead to customer satisfaction and customer loyalty among the corporate customers to Bergslagens Sparbank. The purpose is also to find out what the corporate customer think about Bergslagens Sparbank and why they think as they do.Method: For this essay the authors have chosen to use a combination of qualitative and quantitative methods. The reason for that a combination of these methods have been chosen is because the authors thought that it was a proper way to answer the essays main questions since these questions are of both qualitative and quantitative nature. Further the essay is built on an abductive approach.Conclusions: We have identified several factors that create customer satisfaction and customer loyalty among the corporate customers to Bergslagens Sparbank.

Recent years have been very turbulent for most private equity firms. Especially the financial meltdown in global economy has affected the industry, but also the public pressure has made private equity houses change their control strategies towards more conventional methods used in public companies. This thesis aims to put light on the control methods used in listed private equity houses which use a buyout strategy. The paper describes how the control methods change over the different phases the asset experience and how different value generating strategies use altered control methods. Using Merchant's (2003) framework for management control systems and Berg and Gottschalg's (2004) research on value generating strategies in buyouts the thesis shows that action controls as designing instructions for the board and a business plan, together with goal alignment is the commonly used control strategy directly after the acquisition.

The cellular market is today suffering from great customer dissatisfaction. Simultaneously, the services offered by the different cellular providers are very homogenous, causing strict competition where various price strategies have been the main mean of battle. From a business perspective, implementing pricing strategies, to keep up with increased network investments, is a short term solution.In a market characterized by lacking customer satisfaction and harsh competition, research has shown the importance of highlighting customer relations in marketing. This type of marketing, which one could refer to as relationship marketing, is considered an efficient, economic, and strategic method of showing the importance of customer loyalty. To get insight in the relationship between the customers and the cellular providers, as well as to show the importance of relationship marketing, this study has used qualitative interviews to find what develops strong customer loyalty.The results showed that increased customer loyalty is achieved when an emotional bond is created.

Abstract: Since the recession caught the market in fall 2008, multiple companies have suffered due to their former aggressive investment behavior. Huge goodwill piles have been collected ready to be doomed by the market. The aim of the study is to investigate equity analysts? consideration of goodwill in a recession market. An empirical study is conducted, based on interviews with ten Swedish equity analysts that follow companies with relevant goodwill status.

En av de allra centralaste aspekterna vid investerings- och finansieringsbeslut handlar om den risk som en investering innebär och den avkastning som marknaden kräver. Som kapitalplacerare vill man veta risken i en potentiell investering för att kunna beräkna det avkastningskrav man måste erhålla, och om investeringen motsvarar ens egen riskexponering. Investeringsbeslut på olika marknader innebär att olika typer av risker tas i beaktande och resulterar därigenom i att avkastningskraven skiljer sig åt mellan marknaderna. Området för den här undersökningen ligger i risker och avkastning på Private Equity marknaden där skillnader existerar jämfört med investeringar i börsbolag. Förespråkare för Private Equity industrin menar att Private Equity innebär möjligheter till betydligt högre avkastning än investeringar som görs i noterade instrument och då främst i jämförelse med aktier.

The goal of customer support is to help clients achieve maximum value in their services and products. Customer support is the public face of a company, which means that it is important to give the customer a positive experience and live up to customer expectations. Efficient customer support has become more important and studies show that customers who leave a company do so because of poor service. Customers' growing demands for higher quality and easier access to services means that companies must recognize the need to satisfy each customer. It is important that each customer receives the attention required and that customer needs are met quickly and flawlessly.