Our purpose with this thesis was to study how tourism providers deliver quality to their customers. We chose to carry out two case studies where we interviewed an owner of a camp site, and a municipal manager employed at another camp site. The questions were based on customer needs, service quality and dissatisfaction. The study gave us some useful aspects. The respondents told us that it was very important to the tourist providers to listen to the customer´s specific needs and to give them personal attention.

Purpose: The purpose of this thesis is to identify and analyze innovative products and services within the telecom industry, letting these findings constitute possible ways for CSPs to innovate the experience of their customers. Methodology: The research in this thesis was conducted from a qualitative approach and data were collected using primary- (expert interviews) and secondary sources (journals, articles, web sites etcetera). In addition, a research design entailing four sequential steps was created to stipulate and illustrate the logic underpinning the methodological process. Theoretical perspectives: The theories are divided in three groups. Background theories ? these intend to capture the problematic nature of the transforming telecom industry, examples of such theories are; value chain theories and ecosystem theory.

In order to drive innovation and growth in a nation is it important to have innovative companies. Many of those innovative companies are smaller companies, which are in need of capital injections for expansion of its operations or to be able to produce a commercial product. In many cases the banks will not lend because they believe there is too great a risk that they will not get their money back. It is in this situation venture capital becomes interesting. Venture capitalists? see the potential the product and/or entrepreneur possesses and are therefore more willing to take the risk in investing in these companies.

Title: Culture?s Affect on the Determinants of Customer Satisfaction in Retailing: The Case of a European Retailer in the U.S. and China Date of the Seminar: 29th of May 2007 Course: BUS 809 Master thesis in International Marketing Authors: Lisa Bustamante Chesley Norman Charlotte Valind Advisors: Johan Anselmsson Cecilia Cassinger Keywords: International Retailing, Determinants of Customer Satisfaction, Culture, United States, China Thesis purpose: Our study aims to identify the determinants of customer satisfaction of two national cultures in a global retail setting, in order to clarify what role culture has, if any, in customers? satisfaction with an international retailer. Further, this will uncover if a Western perspective of determinants of satisfaction is a universal means of capturing what satisfies customers across cultures in a retail setting.

Högskolan iJönköpingHögskolan förlärande och kommunikationD-uppatsLärande 91-120 hp.AbstractAnna Jakobsson & Catarina MarkusLära genom portfolio ? men vad?? En kvalitativ studie om några elevers lärande med portfolio som redskap och metodÅr: 2008 Antal sidor: 47I föreliggande studie är huvudsyftet att utveckla kunskap om elevers och pedagogers kvalitativt skilda uppfattningar av vilket lärande som elever utvecklar genom arbete med portfolio. I ett vidare syfte jämförs skillnader och likheter av uppfattningar.Bakgrunden sammanfattar kort vad portfolio kan innebära. Forskning kring reflektion, metakognition, värdering och bedömning kopplas som centrala element till portfolioarbetet.Studiens teoretiska utgångspunkt är den fenomenografiska forskningsansatsen och som metod har använts en halvstrukturerad intervjuform. Undersökningsgruppen innefattar nio elever i år 5- 6, samt fem pedagoger.Resultatet visar på kvalitativa skillnader i uppfattningar av vilket lärande som utvecklas hos elever genom portfolioarbete.

Customer information is to be seen as an essential part in service development. The company should be aware of how their customers experience their services. The company can get access to customer information through complaints from their customers. All information obtained from the customers is not possible to use when developing new and existing services. The information has to be analysed before it is possible to use it for service development.This paper describes if Scandinavian Airlines (SAS) uses their customers as a source of knowledge when developing new and existing services and in that case how.

Background: Investors have several options to choose from when the goal is to achieve the highest yield at the lowest cost and risk. Stocks are a common investment options, but is also associated with risks. Portfolios are usually constructed with several different assets to reduce the unsystematic risk of investment. Funds are similar to composite stock portfolios, the big difference is that they dealt with in their entirety and investors may not affect the fund's content. The problem remains that whether you choose stocks or mutual funds there is still uncertainty as to how the future will unfold.

 Syfte: Syftet med studien är att undersöka och analysera hur företag implementerar CRM i avsikt att identifiera de bakomliggande faktorerna till att företag misslyckas med en CRM implementering.Teorier: CRM som process, Implementeringsstrategier, ImplementeringsmodellMetod: Kvalitativ studie som består av fyra semi-strukturerade intervjuer med olika företag.Empiri: Består av fyra intervjuer med CRM-ansvariga från respektive företagSlutsats: Om företaget förstår och tar hänsyn till alla faser i CRM implementering, och generellt anser att alla faser är lika viktiga då alla delar går ihop, leder detta till en lyckad CRM implementering. De bakomliggande faktorerna till ett misslyckat CRM-implementering är i stort sett att företagen anser att en fas är viktigare än en annan fas, vilket leder till att företaget ned prioriterar andra faser som är väsentliga vid en implementering av CRM. .

The purpose of this thesis was to examine what the communication between bank and customer looks like. We have more specifically studied how the bank communicates with the customer when communicating different offers, how the customer wants the communication to take place, what communication problem looks like and how the customer wants the bank to design their offers. Our target group was bank customers with academic degree, with one to seven years of working experience. This study was conducted trough interviews with bank customers and representatives at the bank. On the basis of our studies we found that the communication between bank and customer works fairly well.

The purpose of this study is to investigate how the major swedish banks look upon and promote student profitability as well as long-term relationships within the student segment from a CRM point of view. The study incorporates a qualitative course of action with an abductive research approach which has been carried out by conducting personal and telephone interviews with representatives from three out of the four major swedish banks Nordea, Swedbank and Handelsbanken. Our research finds that the banks appear to regard their relationships with students as long-term investments, but that they simultaneously seem to lack distinctive, clear and procreative strategies for securing these relationships. Furthermore, the development of profitability within the student segment is considered an informal process that does not necessarily need to be computed through the use of quantitative estimates. Also, educational variables does not influence the banks as they segment their customer base and the student-centred offerings within the banking industry is to be deemed as being standardized rather than differentiated..

The purpose of this paper has been to describe the project manager's experience of the customer relationship in customer order projects. A qualitative interview study has been conducted in which seven project managers were interviewed. A thematic analysis resulted in four overall themes. The results showed the importance of a clear, responsive and open communication as well as a large degree of customization to meet the customer the best way as possible. The experience was also characterized by a dynamic relationship and the importance of the customer's expectations.

Konsultverksamheter har idag en stor mängd system och leverantörer att välja mellan vid val av att bli återförsäljare till ett nytt system. Denna mängd av system kan vid vissa tillfällen ställa till osäkerhet i form av vilket system som passar bäst in i verksamhetens portfolio. Genom en effektiv utvärdering kan dock detta avhjälpas och det system som passar bäst för verksamhet väljas. Uppsatsen bygger på en kvalitativ litteraturstudie där också en intervju utförts. Vidare har de teoretiska utgångspunkterna hämtats utifrån modeller såsom Standardsystem i Verksamheter och Välja och Förvalta Standardsystem. Dessa modeller ligger sedermera till grund för den modell som presenteras i uppsatsen och förenklar konsultverksamheternas problematik med att fatta ett genomarbetat val av system till sin portfolio..

Course:Business Administration, Master Thesis, Second Level, 30 Credits.Authors:Sara Frännlid and Helena RamstedtTutor:Jim AndersénTitle:Internet, relationships and loyalty ? Best praCtice foR the bankMarketPurpose:The study aims to explain how banks use electronic customer relationship management, eCRM, to create loyal customers. A figure will be created, which will enlighten the factors a bank should focus on when enhancing customer loyalty through the internet. Through interviews with two successful banks is it possible to study how a bank can successfully create loyal customers.Methodology:A qualitative method in terms of semi-structured interviews is used. The empirical results were then analyzed with the theory in order to contribute with a new figure.Theoreticalperspective:The theory describes how a bank can create a loyal customer over the Internet.

Customer satisfaction is a key aspect for many corporations, among them Exacta Distributionscenter. To raise their customer satisfaction, we have researched ways to raise customer satisfaction through the implementation of an error-handling system and recommendations on how the organization should function in the future. This paper describes how these recommendations and the application has been developed, through help in existing theories. This results in a customer portal with the main purpose to provide help in handling orders with errors, and several routines recommended to Exacta Distributionscenter. .

The purpose of this thesis is to evaluate whether or not tattoos have an impact on perceived customer satisfaction. We constructed an experiment where a service worker's physical appearance was manipulated. Our result indicates no significant impact of tattoos on customer satisfaction. However, the thesis succeeds to replicate previous findings on the links between physical attractiveness, attitude and customer satisfaction, and creates a ground for further discussion on the subject of tattoos in a professional environment..