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.

The work organization variable control and the individual characteristic psychological flexibility are two concepts that affect employees? well-being at work.This cross-­sectional study examined the extent to which these variables correlated with burnout, mental health and job satisfaction among homecare workers in Sweden (N=68). As hypothesized, results showed that both control and psychological flexibility were associated with burnout and job satisfaction. Findings also showed that psychological flexibility was associated with mental health. Moreover, the results indicated that there is an interaction effect between control and psychological flexibility in relation to these variables.

ABSTRACTThe aim of this quantitative study was to investigate if stress, self-efficacy and life satisfaction varied with gender and age. The sample was selectively chosen in the municipality, country council, private sector and in the trade business. 237 participants were included in the study, of which 94 were men and 143 were women. Age was split in two categories: younger adults (18-40 years) and older adults (41-65 years). The results showed that there were correlations between the dependent variables: stress, self-efficacy and life satisfaction.

In relation to the development of IT-products it is very important that the software supplier is aware not only of the target group but also the field of application. Usability should characterize the whole IT-design process as, in relation to this context, design includes more than merely those aspects which are visible to and thus can be interpreted by the naked eye. The study examines the specific qualities and properties that substantiate the usability and the demands that a customer rightfully expects from an IT-product. The user and the customer are highlighted in the same context in order to demonstrate that it is through the customer that an IT-product is defined as being useful. Thus, from this perspective, the user and customer can be considered as being the same person.

The purpose of this thesis was to investigate how an industrial company can increase customer value by offering added services to their core products. Theses added services can be categorized into the three different parts of the buying process. The company that was investigated is Smurfit Kappa Kraftliner in Piteå, a large international industrial company active on a business to business market. We have conducted a case study and made interviews with three respondents within the company. The result of the study show that the company offers value added services in each stage of the buying process.

In today?s society, there are many people who suffer from physical pains due to their work situation. To work sitting down by a desk long hours every day is quite normal but this is a problem. People that sit down and work in the same position all day long the whole week will eventually be affected by long-term work injuries.Large multinational companies around the world offer a customer service where they serve customers who have experienced a problem with that company?s products or services.

During the last few decades a new kind of business operation have developed and this hasforced organisations to adapt themselves to a new competitive environment characterized byincreased customer demands as well as a larger amount of competitors. Therefore companieshave had a shift in their strategies from focusing on sales numbers to focusing on thecustomer. To build lasting customer relationships, in order to create customer loyalty, havebecome an important part of the organisational strategy and the collection of consumer datais essential in achieving this loyalty. Customer relationship management systems assistorganisations in managing information about individual customers as well as managing allaspects of customer contact, with the purpose of increasing customer loyalty towards thecompany. The collection of consumer data also enables for companies to design personalizedoffers to individual customers in the form of direct marketing.

ABSTRACTTitle: Senses strategic importance to the customer experience in dressing roomAuthors: Anna Andersson & Alexandra LundqvistTutor: Dr. Bertil Hultén, Associate Professor Linneaus School of Business and Economics Linnaeus UniversitySubject:  Bachelor thesis 15 hp. Business Economics C, Marketing. Linnaeus University, spring 2011Presentation of the question: Is it possible for companies to enhance customers experience in dressing rooms by strategically working with the senses?Purpose: The purpose of this paper is to describe and analyze the senses relevance to the customer experience in the dressing room and create an understanding of the dressing room from a customer and business perspective.

Orsa Lamellträ har under 2011 och 2012 märkt en minskad försäljning på sin limfog. Bland annat är det stark konkurrens från Östeuropa och en stark kronkurs som ses som orsak till den nedsatta efterfrågan. För att komma tillrätta med dagens problem behöver Orsa Lamellträ hitta nya marknader, arbeta med vidareutveckling och ta marknadsandelar på befintliga marknader. Kundrelationerna är det som står i fokus i min fallstudie av Orsa Lamellträ AB. Studiens syfte är att ge en bättre inblick i hur företaget arbetar med sina kundrelationer, sett från både Orsa Lamellträs och kundernas håll.

In 2010, SAS received the "On time performance service" award by Flightstats. This award was an affirmation of long-term work, both in projects and as an ongoing process, which the company sought to systematically improve punctuality on its flights. The extent to which SAS followed the values and the underlying theories of the cornerstone model for total quality management was the main issue in this essay. Whether there are conditions for the company to get even further by working in other ways was also investigated. In addition, the importance of punctuality in relation to Customer Satisfaction was discussed.

This thesis has been performed as a part of the Bachelor degree in Industrial Engineering and Management at the School of Engineering in Jönköping. The thesis is written on behalf of Pallco AB, which is an engineering company that performs subcontracting, surface treatment, and assembly of components, mainly in steel and aluminium. The thesis focuses on identifying and analyzing the customer order fulfillment process of three customers at Pallco AB.The main objective of the thesis is to distinguish time differences in the company?s administrative work for each of the three customers. Furthermore, Lean thinking is following as a thread through the whole thesis.

A global world and international business induces not only opportunities for organizations such as increased possibilities to reach new markets but also challenges to maintain a coherent business. To meet these challenges, organizations need to harbor a global workforce where employees are sent abroad. These employees are called expatriates and receive very lucrative compensation packages to cover their increased expenses. Compensation packages are not only expensive but represent in their totality also a complex strategic challenge for both the organization and the expatriate. The purpose of this paper is to investigate which components of a compensation package that are important for different segments of expatriates.

Today most studies regarding marketing are made on traditional marketing channels, answering questions like which jingle is best or which TV-channel a company should focus their marketing budget on. There is also the science regarding the best way of marketing on Social Networking sites or how to get as many 'likes' as possible, and so forth. However research has also been made in the field of in-store marketing and how a retailers or brand owners can affect customers in "the moment of truth". Until now most of these studies discuss how to get the attention of the customer in the store since both time as well as level of commitment in general is scarce when a customer is in a grocery store doing the necessary weekly- or complementary-shopping. It seems like most of them make the very same conclusion; catching the attention of a customer is vital to sell them your product.

ABSTRACTTitle: Senses strategic importance to the customer experience in dressing roomAuthors: Anna Andersson & Alexandra LundqvistTutor: Dr. Bertil Hultén, Associate Professor Linneaus School of Business and Economics Linnaeus UniversitySubject:  Bachelor thesis 15 hp. Business Economics C, Marketing. Linnaeus University, spring 2011Presentation of the question: Is it possible for companies to enhance customers experience in dressing rooms by strategically working with the senses?Purpose: The purpose of this paper is to describe and analyze the senses relevance to the customer experience in the dressing room and create an understanding of the dressing room from a customer and business perspective.

Syftet med detta examensarbete var att undersöka vad som motiverar de som volontärarbetar inom fritid och hälsa samt att se om motivationerna skiljer sig beroende på tid som volontär. En webbenkät med frågor tagna från Volunteer functions inventory (VFI) och Basic need satisfaction at work scale (BNS) skickades ut till 220 volontärarbetare för att få svar på frågorna: Vilka motivationsfaktorer är bäst uppfyllda hos volontärarbetarna och förändras dessa över tid? Resultatet visade enligt VFI att Värderingar, det osjälviska hos människan, Förståelse, viljan att söka nya kunskaper, och Förstärkning, egenutveckling, har högst värden hos volontärerna. Vad gäller BNS så visade resultatet att Kompetens, förståelse för och delaktighet i sin omgivning, var bäst uppfyllt följt av Samhörighet, upplevelsen att tillhöra en viss social miljö. Enligt VFI har tiden som volontärarbetare inget samband med motivationsfaktorerna medan BNS visade att alla faktorer minskade men motivationsfaktorn Samhörighet sjönk mest.