Title: Time to renovate ? The effect of communication on the relationship between company and customer in a change situationCourse/subject:Busniess administration, Leadership, 15hpAuthors:Fredrik Elghag, Ossian OlssonTutors:Ingemar WictorKeywords:The Million Programme, Communication, Relationship Marketing, Tentant, Landlord.Problem formulation:How does communication affect the relationship between company and customer in a change situation?Purpose:Examining how different parts of a communication process affects customers trust, commitment and loyalty to their company.Theoretical framework:The starting point for the study?s theoretical perspectives have been Morgan and Hunt?s (1994) previous studies on relationship marketing and Laswell?s (1948) communication model.Methodology:The paper is performed with a qualitative research approach and a deductive approach to answer the research question. Personal interviews were conducted with four employees in real estate companies and two tenants in each company stock.Conclusion:We have found that communication affects the relationship between company and customer. Tentants have experinced credibility of businesses is important for them to have a confidence and loyalty in the relationship. .

As self-service technologies become more common in service provisions, a deeper understanding is needed of how customer satisfaction is affected by automated service encounters. Drawing from theories of customer satisfaction, human interaction, and the dynamics of complex service provisions, the differences between automated and interpersonal service encounters in the initial part of a service provision are examined in terms of customers? evaluation of the service encounter itself, overall satisfaction, as well as the service encounter?s impact on global evaluations and evaluations of other non-dependant service encounters. The study was performed on people travelling by air on Swedish domestic routes. Passengers were asked to evaluate the airline?s performance on different attributes of the air travel they had undertaken, as well as to form an overall evaluation of the service.

The purpose of this study has been to examine how customers, by interacting with each other, can communicate and create the image of a brand. We find this topic to be relevant since there are no previous studies conducted concerning the customers influence on the brand image. Our ambition has been to describe in what ways and to what extent the customer can affect and influence the brand image by communicating with other customers. To fulfill our purposed we have targeted three important questions which are:? In which ways can the customer affect the communicated image of a brand?? To what extent can the customer influence the brand image and the perceived value?? Who has control over the brand, the customer or the company?For this study we have used a qualitative approach in which we have conducted eight personal interviews with brand consultants and the editor of the magazine Dagens Media which has given us the foundation for our analysis.

AbstractAttitudes towards the reference situation and the meetings between library users and librarians have become the subject of much debate in the library setting today. The aim of this two years master´s thesis has been to examine six librarian?s attitudes and apprehensions concerning the interactions between the librarian and the users in the library setting. We were also interested in knowing how a library can work to become more service oriented and customer centred. We conducted six interviews with librarians located at three different libraries in Sweden.

The objective of this study has been to examine which significant values are of importance in the telecom sector today, and in a continuing perspective yet to be. To ensure the factors of relevance in the study, we have identified three purposes: - Our first purpose is to clarify the eminent values in the competitive market of the mobile phone operators today, and the reason for its importance.- The second purpose is to understand the function of the brand regarding to value creation and loyalty in the sector of mobile phone operators.- The third purpose is to explore the potential approaches for mobile phone operators to increase value.In this study, our approach has been a qualitative methodology by conducting seven interviews with respondents related to the telecommunication sector.As a result of the process, we find the need to divide the concept of value into two dimensions, which we entitle organizational related values and customer related values. We have found the values related to the characteristics of the market in aspects of its infrastructural features but also in regards to the homogenous core service.Our findings in the empirical data with support to our theoretical frame of reference, is the current highly important organizational related value of constant high result quality (well-functional technological aspect), and the value enhancer by a low price; the strategy of bundling also results in higher value. This result in customer related values that perceives as safeness, availableness and convenience. The brands are a significant source of customer related values with identity value, image value and assuredness. A continued advancement in process quality and individualization will imply greater customer related values of closeness, freedom and flexibility. .

AbstractTitle: Interactive marketing and Internet - A study of Radi Medical Systems? educational site (Interaktiv marknadsföring och Internet - En studie utifrån Radi Medical Systems webbplats för kundutbildning)Number of pages: 43 (including enclosures 47)Author: Daniel PalmgrenTutor: Mats LindCourse: Media and Communication Studies CPeriod: Spring 2008University: Division of Media and Communication, Department of Information Science, Uppsala UniversityPurpose/Aim: The aim of this thesis is to examine if Radi Medical Systems? educational site has the potential to create value for the company?s customers, and by that promote improved customer relations. Questions asked are: What kinds of visions does the company have for the site? Which services are offered to the customers through the site? How do the customers experience these sInervices?Material/Method: Information from interviews with representatives from Radi Medical Systems and their customers, observations of the webpage and information from an internal Radi document concerning the educational site has been collected and analyzed through the use of a theoretical framework, in order to provide an understanding for the questions asked. The visions were discussed and analyzed by general concepts of interactive marketing and Internet.

This rapport is about how often private forest owners follow the measures proposed in their forest management plan. The survey is made in cooperation with the forest-owners association Norrskog. The private forest owners are relatively satisfied with the forest management plans and with the measures proposed. There are some differences between those who live on or near their property and those who live many miles away. The forest owners who live on their property are those who follow the proposed measure of precommercial thinning to the largest extent. That group also values precommercially thinned stands higher than thinned stands. The complete opposite is the case for the group that lives far away from their property. Almost all of the respondents thought that the forest management plan would be or had been a good help in the decision making about the forest..

Syfte: Syftet med denna uppsats är att illustrera vilka faktorer som påverkar kundrelationer och hur ett företag bör gå tillväga för att förbättra dessa samt för att bevara sina kunder. Vi vill ge en illustration på hur en välorganiserad kundrelation kan framkallas. Uppsatsen är även en undersökning som kommer att framhäva Länsförsäkringarnas varianter av strategier och metoder inom kundrelation, detta kommer även att baseras ur kundens perspektiv. Det vitalaste kommer att handla om hur Länsförsäkringarna kan förbättra och utveckla detta. Metod: Vi valde att använda oss av primärdata för att öka trovärdigheten genom enkätundersökning och intervjuer, våra sekundärdata användes för att ge stöd till den primäradatan med författares och forskares teorier. Sedan jämförde vi resultatet från intervjuerna och enkätundersökningen med vad teoretikerna anser för att se om det överensstämmer med resultatet. Resultat & slutsats: Vi tycker att det har varit ett intresseväckande arbete att följa Länsförsäkringarnas tillvägagånssätt om hur de bemöter kunderna och relationen till dem.

The aim of this masters thesis is to explore a mediators practical procedure during booktalks. The main question is: Why do librarians have booktalks and what does it mean to have booktalks for children? In order to answer our main question, we have used these three questions: - Why do our interviewed librarians have booktalks? - How do our informants prepare their booktalks and what do their presentations look like? - Do our informants have any follow-ups of their booktalks and if so, how do they do that? To limit the thesis, we have concentrated our study to Swedish public libraries and to children in the elementary school. We have conducted qualitative interviews with three librarians who do booktalks for children as a part of their job. The thesis theoretical basis is Aidan Chambers theory about the Reading Circle and especially the parts enabling adult and selection.

The purpose of this thesis was to find out how travel agencies work with relationships to their customers on the Internet. A case study with two companies was conducted, Ticket and Resia. In all four interviews were done, two in every company that served as basis for our conclusions. The study showed that it is important for travel agencies and other types of companies to create awareness of their web site in as many ways as possible and make it easy for the customer to find the web site. The contents on the web site have to be of current interest, it should be well structured and the usage of the web site should be easy.

The purpose of this thesis was to look into how event management companies got knowledge about their customers? expectations and how they are influenced by these expectations. A case study was conducted based upon interviews with two employees from two companies that are in the business. The study has shown that event management companies do try to get awarness about their customers' expectations, especially by listening and discussing with the customer. Personal contact is an efficient way of communicating and a way to avoid misunderstandings, which is a common mistake when customers' expectations are not met.

Syftet med vår uppsats är att utvärdera hur enskilda butiksägare, som ingår i en större kedja, ser på fördelar samt nackdelar att ingå i en större koncern. Syftet är också att utröna hur butiksägarna definierar en lojal kund samt hur de arbetar för att strategiskt skapa kundlojalitet. Vår studie grundar sig på intervjuer med två enskilda butiksägare som ingår i samma koncern. I studien framgick det att butiksägarna genom användandet av kundkort erhåller kundlojalitet som ett bra verktyg för att kunna förbättra och stärka den totala ekonomin i företaget. Det krävs dock att man inser betydelsen av att engagera sig för att skapa en bättre balans mellan kundernas attityd och kundernas beteende.

In recent years e-commerce has experienced a big increase in usage. Internet however, cannot offer the same level of personal contact as traditional shops can.E-commerce is characterized by impersonal and standardized web shops that do not stimulate any emotional connection between the customer and the company. Without this personal contact with the customer the possibilities for the company to stimulate loyalty decreases. Loyalty however, is as important in e-commerce as it is in traditional commerce. The authors of this paper chose the following problem for the study:What marketing strategies are fortunate for e-commerce companies to use to create loyal customers?To research this subject the authors saw it fit to combine qualitative and quantitative research methods.

AbstractDelta Terminal owns an outdated industrial building which they now rent out to businesses. This property currently has a high energy con-sumption and therfore it is desirable to improve the efficiency. In ordet to reduce the energy consumption within the industrial building enve-lope, the heating systems and lighting are being investegated. A good building envelope emits less heat and thus reduces the energy consump-tion. An energy audit is a tool used to determine the energy loss.

Problem: Which factors affect customer satisfaction in a non-physical bank relation? Purpose: The purpose with this thesis is to study what creates customer satisfaction in a non-physical bank relation. We look at this by conducting a case study in which we studied the opinion of customers who uses the e-bank at FöreningsSparbanken. Method: We have used a qualitative data method through which we have received answers from our respondents, these we have interpreted to form information, which we have used in our analysis. In our empirical study we have used a case study in which we have chosen to interview both customers and co-workers to get an answer to our problem.