The aim of this study is to examine the information behavior of younger seniors with a special focus on the Internet. Using a qualitative method consisting of a case study, including observations, diaries, questionnaires, and information diaries, we were able to compare the information behavior of the seniors in their use of the Internet, with the information behavior in their everyday life. The result of the study shows that the respondents led very active lives and used many different information sources in everyday life. They did not only seek information, but also assimilated it, often with a purpose to mediate it to other people. The motives behind the information use in everyday life were mainly connected to their life situations.

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 current legislation on marketing of tobacco products creates problems for Swedish Match, and obstruct its marketing communications. The purpose of this paper is to investigate Swedish Match's marketing strategy of product category snuff, through a special exposure. In store placement has a great affects on customer buying behavior and studies have shown that 70-80 percent of all purchasing decisions are made in the store, which in turn provides great opportunity for retailers to use their marketing tools for influencing customer buying decisions.Our thesis study is to test a double exposure of snuff with the help of three special exposure. These three special exposures are fridge, fridge with a sign and sign. The purpose of the study is to test which of these three special exposures that have the greatest impact on sales.

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.

Title: How does the buying decision process really function within e-commerce? - A qualitative study of consumer behavior when they consume on Internet.Institution: School of Economics, Linnaeus University, Va?xjo?.Course code: 2FE16E.Authors: Sara Hja?rne, Mathilda Perem, Ewelina Wallin.Tutor: Dan Halvarsson.Examiner: A?sa Devine.Key words: Buying decision process, purchase decision process need recognition, information search, evaluation, purchase decision, postpurchase behavior, consumer decision making, E-commerce, E- commerce channels, online shopping, online purchase, e-retail, internet shopping, electronic shopping, consumer behavior, online appereal shopping, social media, decision making, online retailing, website design, customer satisfaction, webshopping, perceived risk, convinience, price, online consumption behavior.Background: Buying decision process is a model that marketers use to get a better understanding of their customers and their behavior when purchasing a product. This process consists of five different steps; need recognition, information search, evaluation of alternatives, purchase decision and evaluation. Buying decision process has for a long time been an accepted model but scientists argue that the introduction of Internet as a channel for consumption has changed this process. The Internet has also led to a change of power in which customers today have greater influence, which greatly affects the buying decision process in e-commercePurpose: The purpose is to explore how consumers perceive their behavior when they consume through e-commerce.Research questions:How do consumers perceive the buying decision process they experience when they consume through e-commerce?How do consumers perceive different factors that are important to them when they consume through e-commerce?Methodology: Qualitative study, cross-sectional design, semi-structured interviews.Conclusion: This thesis shows that the traditional model of the buying decision process is not consistent with consumers' perception of how they are undergoing the process when applied to an e-commerce context.

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. .

Context: In cooperation with ICA, we chose to investigate how much the auditory and visual stimuli in combination affects consumer behavior in grocery store. There are few studies in the area, which gives good practical and theoretical implications.Research question: How much influenced consumers' purchasing, movement and inspection behavior during exposure to auditory and visual stimuli in the fruit and vegetable department of a grocery store?Purpose: The purpose of this paper is to describe and analyze how much the auditory and visual stimuli affect consumer behavior in the grocery store. We do this through a quantitative experiment of our partner?s fruit and vegetable section, where we observe Customer behavior in stores.

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..

Problem formulation: What factors influence the customer?s choice of bank? How is the customer loyalty towards the customer?s current bank?Purpose: The main purpose is to see what factors are definitive to the customer?s choice of bank and how strong the customer loyalty is towards the bank. It is also interesting to see whether customers who are satisfied with their current bank may still consider switching to something else.Method: The method is both qualitative and quantitative methods of data collection, with main focus on a quantitative survey. The qualitative part consists of interviews with a smaller focus group to receive a deeper insight of the consumer?s thoughts regarding the main purpose and problem formulations.Conclusion: The main factor when choosing a bank is recommendations from family or friends.

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 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.

The purpose of this study is to provide a longitudinal examination, within grocery retailing, of four marketing tools and their impact on enhancing customer loyalty. The study examines whether the relationship between the four marketing tools and customer satisfaction has a positive effect on attitude and behavior loyalty. The findings from this study show that the marketing tools have not helped enhancing loyalty between 2004 and 2007. Between these years, service quality has the most affect on loyalty. Self-scanning as an effective marketing tool could be questioned, the relation in this study is not supported.

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.

ABSTRACTOur work deals with antisocial behavior among elementary school students between 7 and 16years in the school environment. The aim of our study was to examine how school personnelare experiencing antisocial behavior among students from a gender perspective. We were alsointerested to find out what the school's staff has of the experience of the differences andsimilarities between girls 'and boys' antisocial behavior. We used gender theory, when weanalyzed our individual responses to interview questions. We made six qualitative interviewswith low-and high school teachers, assistant principals, counselors and special educationteachers training in Kalmar County.