Background and problem: In Croatia, the hotel industry has undergone difficult and unstable conditions since the 90s. Since 2001, however the results in the sector has improved due to increased investment in the renovation of facilities and construction of new hotels.Purpose: The study aims to examine hotel operations on the Makarska Riviera on the basis of tourist business perspective, and examine its quality, service and accessibility.Method: In this study we used a qualitative approach. The survey was conducted through structured interviews and a non-participant observation.Result and conclusions: Satisfied and fulfilled employees, in turn that the hotels will have satisfied customers and may have profitable operations. Many hotels aim at constantly working to improve profitability and customer satisfaction. When measuring customer satisfaction, many hotel owners felt that the service is good and that they have received a good response from their guests.

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.

Purpose                           The purpose of this study is to create an understanding of how e-commerce companies use loyalty programs in order to retain their customers and to increase its consumption, and compare this with customer perceptions of loyalty and learn what makes them loyal. Theoretical framework      The theoretical framework starts with definitions of loyalty and customer loyalty. Further, it discusses what a loyalty program is, how rewards today and in the future affect the consumers, and other promotion offers that are commonly used. The theory also discusses how previous points work in e-commerce. Method                                                    To take advantage of the companies? point of view and at the same the customers? perspective, the survey is based on a combination of a qualitative and quantitative study. In the study, two companies in the fashion industry were interviewed and 391 respondents participated. Empirical study                 In the empirical study the interviews with the two e-commerce companies are first presented, which revolves around their use of loyalty program.

I hospitalitybranschen arbetas det intensivt med att erbjuda sina gäster så bra upplevelser som möjligt. Nya teknologiska lösningar som påverkar gästers interaktion med branschen utvecklas ständigt, samtidigt som människors levnadsvanor blir allt mer integrerade med det teknologiska. Flera undersökningar visar att just teknologi inkorporerad i hospitalitybranschen är en bidragande faktor för en förhöjd gästupplevelse, men trots det är det få inom branschen som väljer att anamma den. Tron om att den typen av investeringar är allt för kostsamma, okunskap om att teknologin finns och en allt för konservativ syn är tänkbara förklaringar till att stora delar av branschen halkar efter.I uppsatsen redogörs för några i världen pågående trender och en litteraturstudie genomförs för att undersöka hur teknologi kan användas för att förhöja gästupplevelsen inom hospitalitybranschen med hänsyn till dessa trender. Uppsatsen diskuterar hur branschen är på väg att förändras och föreslår ett par exempel för hur ditt varumärke kan hänga med i utvecklingen redan idag..

The thesis has been written as a part of the Bachelor degree in Industrial engineering and management at the School of Engineering in Jönköping. The work is focused on the part of Husqvarna AB?s supply chain that is associated with the lorry transports to Italy. Husqvarna AB has approximately ten Italian customers, whose delivery patterns have been studied from January 2007 to July 2008. Some of the customers have a low delivery frequency and small amounts of goods that they therefore have not been fully analyzed in this report.

Intense competition and pressure from various market participants is prevalent in today?s modern and technologically developed society. It is important to keep a high standard of service and customer care to be able to keep your position on the market. The focus of the paper is to study how a store manager can influence their employees to perform better on the job, in terms of service to customers and increased sales. The aim is to analyze the different tools store managers use to motivate their employees with the goal of improving service to the customer and to increase sales.

This thesis seeks to investigate how Swedish first class hotels by use of IT can improve Customer service and thereby increase the share of loyal guests. The authors have conducted a qualitative study predominantly consisting of an interview-based case study at one of Stockholm?s largest independent hotels. To get a broader and more generalized picture of the hotel industry four smaller studies at other hotels in Stockholm were also conducted. The findings suggest that the use of IT can improve the communication between the hotel and its guests and make possible a continuing relationship between visits that strengthens guest commitment.

This Master Thesis is a part of PlymoVent?s business to customer plot, with the aim to investigate how the consumers receive the services that PlymoVent provides. With regard to PlymoVent's business strategy and reference theory, the demands of how to receive and monitor a supply chain for a better customer satisfaction where targeted. The findings refer to poor customer satisfaction due to obscure procedures in problem resolution and discrepancy handling, and vague transportation accuracy..

The purpose of this paper is to examine the effect that price has on quality expectations and customer satisfaction and how price fits into a customer satisfaction model. An experiment in which participants are subject to scenarios of a high or low quality flight are used to test the hypotheses. The analysis shows that perceived quality has a bigger impact on satisfaction than price. Furthermore, price and quality do not affect customer satisfaction independently of each other. The importance of value compared to quality changes whether the actor is a high or low price actor.

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.

Several studies have examined the effects of perceived justice of preferential treatments to customers, but few have studied these effects when customers have different input. The purpose of the study is therefore to enhance the knowledge and understanding of the effects of preferential treatments to customers with varying input. More specifically, the study focuses on how perceived justice, customer satisfaction and loyalty are affected depending on the customer's input and received treatment. An experimental study with 263 respondents showed that the perceived justice and loyalty intentions among both the receiver and the non-receiver of the preferential treatment were of highest level when it was given to a customer with large input. Customer satisfaction however, was found to be of highest level when customers themselves received preferential treatment, regardless of the size of their input.

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.

The cellular market is today suffering from great customer dissatisfaction. Simultaneously, the services offered by the different cellular providers are very homogenous, causing strict competition where various price strategies have been the main mean of battle. From a business perspective, implementing pricing strategies, to keep up with increased network investments, is a short term solution.In a market characterized by lacking customer satisfaction and harsh competition, research has shown the importance of highlighting customer relations in marketing. This type of marketing, which one could refer to as relationship marketing, is considered an efficient, economic, and strategic method of showing the importance of customer loyalty. To get insight in the relationship between the customers and the cellular providers, as well as to show the importance of relationship marketing, this study has used qualitative interviews to find what develops strong customer loyalty.The results showed that increased customer loyalty is achieved when an emotional bond is created.