Kurs: 2FE73E, Examensarbete i företagsekonomi med inriktning marknadsföring, Ekonomihögskolan vid Linnéuniversitetet.Författare: Johanna Liikamaa & Erika GustafssonHandledare: Leif MarcussonExaminator: Richard OwusuUppsatsens titel: Förtroendeskapande mellan företag och kunder: en kvalitativ studie om hur sex svenska företag ser på förtroendeskapande gentemot kunder.Forskningsfråga: Hur arbetar svenska tjänsteföretag med förtroendeskapande gentemot kunder och potentiella kunder?Syfte: Syftet med denna uppsats är att bidra med en undersökning kring förtroendeskapande gentemot kunder. Vi har två delsyften, vilka är att klargöra och analysera hur företagen arbetar med kundrelationer och lojalitet.Metod: Studien baseras på kvalitativ metod, datainsamlingen har skett genom öppna telefonintervjuer med sex företrädare från företag. Resultat: Genom studiens intervjuer och dess resultat har vi kommit fram till att företag är beroende av förtroende från deras kunder. Våra informanter har återgett att förtroendeskapandeåtgärder är värt mycket och att utan förtroende kommer man inte långt i sitt arbete. Detta beror troligen på att det inte enbart är produkten eller tjänsten som står i fokus utan ?hela paketet? i form av service och förtroendeskapande åtgärder med mera.

By limiting our horse?s freedom of movement, we restrict their opportunity to forage, which is one of their most important needs. If their need of forage is not fulfilled it can lead to frustration, which might manifest itself in abnormal behaviour, like the oral stereotypies for example crib-biting. It is a held belief that the horse swallows air while crib-biting, which they don?t, and that swallowed air causes colic, and the belief that other horses can copy the behaviour, leads to the use of many methods to prevent the behaviour.

Abstrakt:Syftet med föreliggande akademiska studie är att kartlägga vad självskadebeteende innebär, varför det utförs och vilken behandling det finns att få. Resultatet som togs fram genom kvalitativa, semistrukturerade djupintervjuer, både med personer som själva har erfarenhet av självskadebeteende (de primära informanterna) och yrkeskvinnor (de sekundära informanterna) som kommer i kontakt med det. Resultatet går ej att generalisera då antalet informanter inte kan representera hela populationen. Goffman förklarar i boken ?Jaget och maskerna? på ett bra sätt individernas agerande och handlingar i samhället och Mead beskriver med sin teori ?The self? de primära informanternas personlighet.

För att företag ska överleva så måste de ta hand om sina befintliga kunder såväl som att attrahera nya. CRM eller Customer Relationship Management är en benämning på ett synsätt eller en strategi som används för att förbättra relationen till kunderna. När modern teknologi som Internet och e-mail används för att uppnå målen med CRM kallas det electronic Customer Relationship Management eller e-CRM. Syftet med vår studie har varit att undersöka hur företag använder CRM och e-CRM för att förbättra relationen till sina kunder. För att uppnå detta syfte har en fallstudie gjorts på Handelsbanken.

This thesis aims to describe how enterprises can approach and reach older citizens inorder to sell new technology products. For that they need information about aspectsaffecting elderlies purchase decisions regarding these kind of products. The study isbased on 13 qualitative interviews where we have applied semi structured interviews andobservations of the elderlies behaviour towards an Ipad which we used as a study objectduring the interviews.The results of this study shows several aspects which affect the elderlies purchasedecision regarding new technology but it all comes down to one matter, lack ofknowledge. In order to overcome that obstacle, enterprises need to modify theircommunication strategy. They will be needing information about elderlies preferencesand their self-image, meaning how they perceive themselves which is connected to howreceptive they are towards new technology.

The aim of this study was to compare activity, lying down and getting up behaviour, weight gain and cleanliness in heifers in cubicles versus on deep-litter. The study was conducted from autumn of 2005 until autumn of 2006 in a commercial organic dairy herd with 340 cows. In 2005 the farm rebuilt half of the young stock accommodation from deep-litter pens to cubicles. The experiment used 150 heifers of the breeds Swedish Red, Swedish Holstein and crossbreeds between these, all born on the farm. The animals were divided into three blocks based on breed and within each block they were sorted after increasing age. The youngest heifer in each block was randomly allocated to one of two groups, cubicle or deep-litter pen.

This is a discourse analysis concerning the visions for Malmö's future. Three concepts are studied to see which meaning these are given in the Malmö context. The studied concepts are ? development (utveckling), industry (näringsliv) and citizen (befolkning).The meanings of these concepts are studied against a backdrop of theories of inclusion/exclusion in general and inclusion/exclusion in the city more specific. Michael Foucault´s notion of a discourse which stigmatizes those not following a behaviour which is defined as being right and normal is central to this.

Internet commerce is nowadays a well known phenomenon. There is awareness that a lot of newly created companies operate their business through the Internet. You can see a tendency where many young people try to establish an Internet business with the hope of success and expansion on today?s fierce market rivalry. To achieve success, companies have to consider factors like business concept, logistic knowledge, future vision, resources and contacts when initializing their business.Having this in mind, we can clarify the purpose with this paper: ?To analyze in what way On-line shopping companies that sell consumer electronics, cell phones and music/entertainment products, have expanded? The paper is based on telephone interviews with three On-line shopping companies.

The thesis aims to describe the current sales climate in the context of complex sales in business-to-business. The purpose is to increase the clients knowledge of sales and test the clients hypothesis that the sales climate is changing from Solution Selling to Insight Selling, further the thesis aims to contribute to the scientific debate of sales. Solution Selling is characterized, as the name suggest, by selling of solution to the customers needs. With Insight Selling the seller has a provocative approach towards the customer and the seller is searching for customers in the need of change. This is a qualitative study conducted with eight interviews and one focus group.

This study examines the effects of credit risk and information disclosure in the new bank regulating system Basel II on bank and bank customer. The effects are then discussed in a perspective of the economic man and information asymmetric theories. Furthermore is the Basel II effects on the capital adequacy of Andelsbanken för Åland examined.The approach of the study is qualitative and several interviews with individuals on different levels of the examined bank, Andelsbanken för Åland, have been carried out during the collecting of empirical facts about the effects of the regulating change from the Basel I system to Basel II.The research findings are as follows:Andelsbanken för Åland have increased its capital adequacy ratio from 12,7 percent to 14,4 percent, mostly due to lower risk weights on housing mortgages compared to Basel I. Andelsbanken för Åland have started to use a completely new credit risk and customer assessment system which classifies every customer and gives them a credit rating. The system cause a much heavier information gathering of the customers profile as well as a much better assessment of risk than the previous system, which the bank finds positive.

Tail-biting in pigs is an animal welfare issue and in Sweden during 2002 the producers lost tree million Swedish crowns because of tail biting. This economic loss depends on the pigs which are discarded at slaughter because of tail biting. Tail biting can be separated into two stages, "pre-injury" and "injury". The aim of this study is to investigate if tail biting depends on environment or genetic background.A lot of research on the environments effects on the behaviour of pigs but not so much on the genetic effects has been performed. The frequency of tail biting in pig farms influence among others of environment enrichment, ventilation, gender and breed of the pig.

With the advent of a range of social networks, librarians all over the world have startedto ask themselves how this new technology can be used as a way to market theirlibraries. Today's information websites and search engines are difficult competitors forlibraries and information centers, and are forcing traditional information institutions tomarket themselves in new ways.Marketing theories have traditionally concerned themselves with money transactionsand marketing of specific services and/or products. Relationship marketing theories, onthe other hand, focus more on the relationship between the customer and the companythat produces the product or service. These two parties are seen as co-producers, andrelationship marketing theories tend to focus more on a win-win situation, than on thecompany gaining power of the customer. The relationship is the important thing, and thetheories concentrate to a great extent on how to nourish these relationships.This paper is a discussion about whether Facebook as a social network is a usable toolfor library marketing.

Denna kandidatuppsats är skriven i syfte att analysera hur väl företaget ONOFF i Södertälje informerar sina kunder om deras konsumentköprättigheter och hur missnöje vid okunskap kan förebyggas. Uppsatsens problemformulering är därmed hur väl informerar företag sina kunder och hur de kan klara av diskussionen med kunder om deras rättigheter enligt konsumentköplagen.Genom enkätundersökning mättes kundernas kunskaper om konsumentköplagen samtidigt som ONOFFs chef intervjuades för att få information om hur ONOFF informerar sina kunder om deras rättigheter. Dessutom undersöktes informationskällor från ONOFF som broschyrer och deras hemsida.Genom undersökningen har det framkommit att kunder inte alls är speciellt medvetna om vilka rättigheter de har. Personalen utbildas för att kunna informera korrekt men informationskällorna är inte fullständiga och kunder verkar inte angelägna att vilja ta emot juridiska kunskaper. Genom bland annat använda sig av teorier om Word of mouth och Customer delight kan ONOFF eventuellt minska missnöje..

Online shopping is growing and its turnover increases each year. Internet hastherefore become an important retail location for companies. Web shops lack thephysical room for marketing as well as face-to-face interaction between customer andsalesperson. Therefore there is a need to develop marketing and customercommunication methods for this way of shopping. In physical shops the customer hasthe ability to try on the garments and be pampered by the staff.

The trotting in Sweden has a good reputation in an international view, both in the perspective of success and how the sport is managed with focus on security, animal protection and animal welfare. A large number of equipment details are fitted on the horses during training and competition. The Swedish law of prevention of cruelty to animals regulate training and competition with racehorses, and propose to protect horses from unnecessary suffering. The equipment permitted in races is regulated in Tävlingsreglementet (The Regulation of Competititon) and in the regulations of equipment, that the Nordic Regulation Committee and Nordic Animal Welfare Committee have worked out. Due to training and competition the equipment must even meet the Swedish law of prevention of cruelty to animals. However, the behaviour or the senses of the horses is often affected by the equipment due to the way the equipment corrects, modifies, restrains or reduces the behaviour of the horse, which may cause the horse stress or discomfort.