The purpose of this thesis was to study local bank offices work with customer satisfaction. A case study concerning two local bank offices was made, the cases were based on interviews with the managers at the bank offices. The research questions that we wanted this thesis to answer was how local bank offices create customer satisfaction among small business customers, and how local bank offices assess customer satisfaction among small business customers. The study showed that local bank offices find customer satisfaction among small business customers important and use complaints as the primary source in the process of creating customer satisfaction..

This paper aims to clarify how four customer magazines and digital versions of the magazines are being used by their target group. It focuses on the Ikea customer magazine specifically. After the analysis the conclusion is that out of the four companies customer magazines only one, Ikeas Live magazine, fully re-used the editorial content from the printed magazines on their digital platform. The interviewees were six readers of Ikeas customer magazine Live and two experts from a Stockholm based content firm. After the conducted interviews it became clear that none of the interviewees read the digital version of Ikeas magazine Live.

Title: Bergslagens Sparbank ? A market survey of the bank?s corporate customer?s attitudesSeminar date: 2010-02-05Course: Individual essay, 30 higher education creditsAuthors: Mathias Lindberg, Bogdan EfimovAdvisor: Pia LindellKey Words: relationship marketing, finance industry,  customer satisfaction, customer loyaltyPurpose: The purpose of this essay is to try to identify those factors that lead to customer satisfaction and customer loyalty among the corporate customers to Bergslagens Sparbank. The purpose is also to find out what the corporate customer think about Bergslagens Sparbank and why they think as they do.Method: For this essay the authors have chosen to use a combination of qualitative and quantitative methods. The reason for that a combination of these methods have been chosen is because the authors thought that it was a proper way to answer the essays main questions since these questions are of both qualitative and quantitative nature. Further the essay is built on an abductive approach.Conclusions: We have identified several factors that create customer satisfaction and customer loyalty among the corporate customers to Bergslagens Sparbank.

Servicescape is a research area within service management which processes the effect that the environment has on the service experience. The purpose of this essay is to find out how servicescape, with focus on the ?background music?, affects customer behavior in a clothing retail store. Through manipulation of the background music?s tempo the essay aim to explore to what extent this part of the servicescape a) affect the customers approach and avoidance behavior, b) is affected by customers with a hedonic or utilitarian shopping behavior, c) affects pleasure, arousal and dominance perceptions for the customer, and d) how the servicescape is perceived.Key words: Servicescape, approach-avoidance behaviour, pleasure, arousal, dominance, hedonic-utilitarian behaviour..

Many product launches are postponed today, however very little research regarding to customer responses to such events has been carried out. The purpose of this paper is to investigate how people react to a postponed product launch. An experimental study of responses to a postponed launch of a mobile phone, a mineral water and a music album is used to investigate customer reactions. The respondents exposed to the postponed launch showed a higher value of reactance. This reactance affects the attitude, purchase intention and perceived quality of the product in a negative way.

Vi har gjort en kvalitativ undersökning av hur en bank på den svenska marknadenupprätthåller kundrelationer via en Internetbaserad distributionskanal. Vi har utfört en intervjumed Danske Banks Head of Channels Daniel Wahlström för att insamla primärdata för attundersöka och analysera vilka faktorer som är essentiella för att upprätthålla kundrelationervid en fysisk distansering från kund.Analys av primärdata har skett utifrån utvalda relevanta teorier och perspektiv som behandlarkundrelationer, tjänstekvalitet, kundlojalitet, kundupplevt värde, e-lojalitet samt CustomerRelationship Management.Resultatet av studien visar att banken har ett väl fungerande arbete med kundrelationer ochsitt CRM-system utifrån de teorier som studien har baserat sig på. Alltjämt försöker bankenanpassa sig efter distanseringen från det fysiska bankkontoret till en Internetbaserad kanal därtjänsten också har utvecklats jämsmed kund. Dock kvarstår en del emotionella utmaningar iarbetet med en personlig relation med kund i denna kanal..

The aim of this study is to study how sustainability policies are implemented and perceived in the operations of a Swedish fashion company. The fashion industry is affected by strict controls when it comes to transparency and reporting of sustainability efforts. This contributes to a strong focus on sustainability. The theoretical framework revolved around institutional theory where the phenomenas of decoupling and recoupling were central. A qualitative case study was conducted where interviews were the primary source of data.

The goal of customer support is to help clients achieve maximum value in their services and products. Customer support is the public face of a company, which means that it is important to give the customer a positive experience and live up to customer expectations. Efficient customer support has become more important and studies show that customers who leave a company do so because of poor service. Customers' growing demands for higher quality and easier access to services means that companies must recognize the need to satisfy each customer. It is important that each customer receives the attention required and that customer needs are met quickly and flawlessly.

What is customer satisfaction and when does it occur? Microsoft?s customers and partners state that product quality is the strongest driver for customer satisfaction. To be able to increase customer satisfaction Microsoft must know how their partners and customers define product quality. This study investigates product quality in general terms but also in the context of the product Microsoft Dynamics CRM in addition to experience from some of Microsoft?s customers and partners.

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.

Purpose: The purpose of this paper is to create an understanding of how customer engagement, communication / interaction and customer insight are driving forces behind the use of Social CRM from a leadership perspective.Method: The purpose of the study, we believed it was appropriate to use a qualitative approach to conduct the study. The empirical data were collected through semi-structured interviews. The sample consisted of 10 companies located in the Gävle area who are active on social media. The interviews were coded to obtain keywords and patterns. These patterns and keywords are then analyzed to arrive at the study's results.Results and contributions: Our results suggest that all the identified benefits, customer engagement, customer insight and communication are driving forces to make use of social CRM.

Real estate agent is a popular occupation that many young people study today. They enter the market and will have to compete with experienced real estat agents. Why should the customer choose them instead of those with more experience? We describe the character of services offered, expectations and customer satisfaction. We have chosen to give a questionnaire to customers and real estat agents.

The purpose of this thesis is to describe and analyze how the mining equipment producers on a global market manage to handle the changing conditions concerning customer value. Our approach has been a comparative analysis between two different sites in order to answer the purpose. The case studies at Metso Mining have been made through interviews and visits at two geographical markets, South America and Scandinavia. The theoretical framework applied on our empirical findings is based on Blue Ocean Strategy, Customer Value and Resourced Based View. The empirical foundation is based on interviews with Metso Mining employees at Sorocaba in Brazil and Kiruna/Gällivare, Trelleborg and Staffanstorp in Sweden.

It has been found that customers in the home market perceive the retailer?s store image more positively than customers in the host market, even though this study has found that theretailer?s store image is generally perceived very positively by customers in both examined markets. In addition, this thesis has found that there is a significant difference in how IKEA?smanagement and customers perceive its store image. It can also be concluded that IKEA management perceived store image more positively than customers.

The purpose of this study is to analyze how customer oriented businesses can use loyalty programs to create loyalty and how loyalty can be increased. We have in this study chosen to refer loyalty program to the loyalty program that belong to the company Jula AB. Our study is written in a qualitative method. In our method, we chose to interview people in Jula organization to get a business perspective to our study. We have also chosen to assemble a focus group of Jula-club members to also get a customer perspective on the subject.