The companies of today figures on a hardly competitive market. This makes it necessary for the company to find new way to create competition advantages. Since it is no longer enough to compete with the technical quality of the product the companies are forced to also enhance the functional quality. To accomplish this it becomes necessary for producing companies to be customer oriented. A customer oriented company culture can be reached with the help of internal marketing in which different activities work to inform and teach the employees about the company strategy and also about their own role as part-time marketers.This thesis examines Electrolux, a company which is currently striving to develop a customer oriented company culture.

Research in the FMCG sector shows that in-store atmosphere has a great impact on customer attitude and behavior. Despite this, there is a lack of knowledge regarding how the atmosphere influences the customer in a fashion store setting. The purpose with this paper is to investigate if and how visible in-store atmospherics influence customer attitude and behavior in a fashion store setting. We also investigate if behavior and attitude is affected by the customer's expertise and the purpose of the visit. The study takes place in two different fashion stores within the same fashion chain.

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.

The society today is full of new changes within the companies and their middle chiefs. Middle chief?s visions have changed during recent years. The female chiefs have grown in numbers, and because of that people have started to focus on whether there are any similarities or differences between the female and male leadership behaviors. The essay is about similarities and differences between female and male middle chief?s idea about effective leadership behavior.Our analysis is based on a qualitative study, where we have made four interviews with four chiefs in industrial companies.

Scarcity due to supply, demand or in time is all factors that affect consumers´buying behavior. The scarcity principle describes how scarce resources appear moreattractive to the customer's eyes than unlimited does. When something is scar thecustomer often draws parallels to the quality and price, that the product will bemore expensive and better. People hate to be deprived of choices. When a certainproduct is scar, the customer will desire the product even more.

Scarcity due to supply, demand or in time is all factors that affect consumers´buying behavior. The scarcity principle describes how scarce resources appear moreattractive to the customer's eyes than unlimited does. When something is scar thecustomer often draws parallels to the quality and price, that the product will bemore expensive and better. People hate to be deprived of choices. When a certainproduct is scar, the customer will desire the product even more.

The Swedish retail business has been characterized by a small number of ruling distributors. These distributors have been affected negatively by the internationalization which has made it possible for international distributors to establish their stores in the Swedish market. These international distributors are focused on low price stores. Their establishment on the Swedish market has led to a decrease in market shares for the Swedish distributors, which has damaged their profitability. Another change that has affected the Swedish distributors is that the behavior and needs of the customers has changed.

The Swedish retail business has been characterized by a small number of ruling distributors. These distributors have been affected negatively by the internationalization which has made it possible for international distributors to establish their stores in the Swedish market. These international distributors are focused on low price stores. Their establishment on the Swedish market has led to a decrease in market shares for the Swedish distributors, which has damaged their profitability. Another change that has affected the Swedish distributors is that the behavior and needs of the customers has changed.

The Swedish retail business has been characterized by a small number of ruling distributors. These distributors have been affected negatively by the internationalization which has made it possible for international distributors to establish their stores in the Swedish market. These international distributors are focused on low price stores. Their establishment on the Swedish market has led to a decrease in market shares for the Swedish distributors, which has damaged their profitability. Another change that has affected the Swedish distributors is that the behavior and needs of the customers has changed.

This paper examines the customer relationships of a telecom operator and how their customer accounting is done. The aim is to use the framework developed by Lind & Strömsten (2006) to categorize customer relationships and see to what extent the framework predicts which type of customer accounting method is used for each customer relationship. A case study was made at Telenor Sverige AB where different customer relationships are identified and linked to the customer accounting techniques that are used for financial measurement of the customers. Findings include that all but one of the customer relationships described in the framework were recognized at Telenor and that most customer accounting techniques mentioned in the framework were in fact used and associated with different customer relationships. The results of the case study also highlight that some differences exist between the predictions of the framework and the observations at Telenor..

AbstractTitel: Hjälpen till ett drogfritt liv- En kvalitativ studie om återfall och återfallsprevention.Writers: Jonna Håkansson och Louise Hag.Keywords: Abuse, addiction, relapse, relapse prevention.   Abuse is a major problem and leads to negative consequences for the individual, such as illness, criminality and death. It?s also a big problem in the society, because the most common crimes are drug-related and the consequences lead to high economic costs. In order to overcome an addiction, treatment is often required.

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..

The Swedish sports retail industry has experienced extensive growth during the last decade, and this has attracted new entrants to the market, both start-ups and international followers. This has inevitably put more pressure on incumbents, which are now confronted with major challenges as how to retain their customers and market shares. Customer loyalty has been proved to be an important factor for customer retention and proposed to constitute inertia of switching behavior. In light of this problematization, the purpose of this study is to describe the underlying factors of loyalty and whether purchase habits could further explain customer loyalty. The aim is also to understand the strategic implications of the factors involved.

The purpose of this study is to develop and practically evaluate a new approach for the introduction of changes in internal and external processes in a customer front, but with the aim of maintaining or increasing customer perceived quality during insertion. A working model has been developed and is used in a qualitative research in the form of a case study carried out in a customer front, on a customer group in Telia's mobile customer service in Sweden. There is currently little research that has studied the implementation phase.The results of the study show that the designed working model works satisfactorily, but also that it can be developed more. Employees are satisfied and the sale was a positive boost, however, declined the customer experience a little bit. Employees raises questions as leader behavior, confidence in the group ahead, everyone's different circumstances and desire for the individual choice.The biggest challenge for future leaders will be to manage and lead continuous change.

The purpose of this thesis is to see how small differences in a store can affect the customer behavior. The changes consist of auditory and visual sensory cues. Since many companies today makes a lot of changes in their styling element, but without knowing how it really affects the customer behavior we thought it would be interesting to see by doing an experiment at IKEA. The study is therefore based on a quantitative research method, where theories have been described and from which hypotheses have been derived to test the theories. The experience took place at IKEA during two weeks where 5732 observations were made.The result from the experiment is that the sensory cue sight makes individuals spend more time in the environment but not creating attention.