The purpose of this thesis is to examine how e-commerce companies work with their relationships to Customers. We have conducted a case study of two companies, Koll and Webbshoppen, both active in the e-commerce industry. Our empirical study has shown that it is important for e-commerce companies to create long-term relationships to their Customers, but it can be difficult to create these relationships since the companies have little contact to the users of Internet. To build relationships, e-commerce companies market themselves through different types of media to create awareness. It is also essential to be situated high in search engines.

The purpose of this thesis was, on the mission of LRF Konsult Södra marknadsområdet, to research on why their Customers were satisfied and/or dissatisfied. The research was performed in two segments: Customers that had joined the company through acquisitions of other accounting firms and Customers that had been in contact with LRF Konsult?s personal sellers.To be able to find the answer to our purpose we chose to do a qualitative study. Five interviews were performed with Customers in southern Sweden, Skåne and Halland, to get their personal view of the service and of their relation to LRF Konsult and their contact person.The theories suggested that the satisfaction of the Customers would increase depending on their relation with LRF Konsult and their contact person. Our research concluded the relation differed for each customer and that it was of great importance that the contact person at LRF Konsult understood and adapted the relation to what the customer wanted.

The study aims to understand the underlying factor why McDonald's Customers return despiteprevious failure customer experiences. Why do Customers come back to the company thatcontributes to the former dissatisfaction? McDonald's attempt to maintain unceasingpurposeful emergence fail at the local level, where the customer contact occurs. McDonald'sofferings and Customers' bounded rationality results in that Customers are satisfied with an"ok" experience, which adds to their low expectations of McDonalds. This makes clear thatMcDonald's does not have to make an effort through constant adaptation at the local level toachieve a "great" level of satisfaction.

More and more companies have realized the impact their employees' appearance has in creating an overallpositive experience for their Customers. Hence, many retailers use some form of employee clothing or aspecific dress-code for their in-store workforce. The subject is in spite of this poorly investigated,especially in an ordinary retail environment. The purpose of this study was therefore to portray the effectsan introduction of a unitary employee clothing may have on Customers as well as on the in-storeemployees. The experiment was conducted in two retail stores, belonging to a Swedish retail chain.

The store manager can make great benefits of having an eye on how the staff works towards the customer, because the personnel is an important tool when competing with other stores. This paper is focusing on the part that relates to the staff in the store, which is one of the key tools in the competition for Customers after the customer made it to the store. Many stores have guidelines which the staff should follow when they meet with Customers. If the staff is too tightly controlled by these guidelines, Customers can perceive the first encounter with the staff as artificial and as if the genuine friendliness does not exist. It is important that the staff looks at the individual customer and treat every customer in a personal way and that the staff can see the customer?s needs.

This essay is a case study carried out at Flow Systems Ltd that foremost aims to treat the internal marketing at the company. The aim with the essay is to analyze and evaluate Flows internal marketing in connection with a process of change and how this reflects the external marketing in relation to Customers.The method that has been used is qualitative in the form of depth interviews carried out with management, employees and Customers. This type of data was chosen since it is a good way of gathering more specific information regarding the informants preferences about the company. Among other things the results of the interviews showed internal marketing deficiencies, but that has not influenced the Customers in a negative way. The conclusion was that the inferior internal marketing does not affect the cooperation and the communication between the company and its Customers, however it has a big effect on the employees..

The agriculture of today is getting larger and larger and it demands more efficient machines to handle these larger units. But all farmers don?t have the opportunities or don?t want to expand. What should they do if they want to remain on the farm? An alternative is to start a farm shop.

The purpose with this study has been, based on different public and private procurement conditions, to measure if there are any significant differences in the business relations between public- and private institutional kitchens. Furthermore, to observe what important influencing factors there are to maintain and develop a relationship between a producer and customer. The result of the analysis shows that there are important factors that influences on the trust in the relationship between a producer and customer. These factors are product- and service exchange, communication, strategic purchase and social exchange. In this examination we have showed that there are differences in the relationship between public- and private Customers.

The aim of this research was to examine how the relationship between consultants and their Customers can increase the value for the customer and to see how consultants can act to gain closer relationships with the Customers. An empirical study has been performed through case studies with a consultant and six Customers to the consultant. The theoretical areas for the analysis are customer value and relationship development between seller and buyer. Our conclusions of the research were that values for the Customers are increases with closer relationships. The increased value lays in lesser uncertainty when repurchasing.

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.

The retail banks are usually looked upon as conservative. Since the launch of internet banks in the 90's they have not developed much. Meanwhile the internet is developing in a fast pace and social websites are increasing in popularity. The purpose of this essay was to investigate how internet banking will develop in the near future based on interviews, literature and trend studies. With web 2.0 techniques the internet bank could develop to help the costumers take more informed decisions regarding their economic situation.

AbstractA general store is a grocery store that is located in the countryside. In today's modern society, it is difficult for general stores to compete with the supermarkets and discounters in terms of price and supply. The purpose of this thesis is to create an understanding of both the rural merchants and its Customers? perspective on a well-­?functioning general store. We have conducted a case study of three general stores where we interviewed the merchants about how they do to please their Customers? needs and identify key elements of a well-­?functioning general store.

We are two students of Horticulture management with marketing profile, now doing an extended course in Business Leadership within horticulture and agriculture. During our 2 years of studies we have used the same company once before, and this project is an expansion of a previous piece of work. We decided, in agreement with the company, to use an inquiry for our study. For this we have contacted 290 of the company's already existing Customers. The primary purpose of the survey is to analyze the service offered by the company.

This study is made in cooperation with Setragroup AB. Setra is Sweden?s biggest sawmilling company with a turnover of almost 6 billion SEK. 45% of the produced volume goes to the Swedish market where the Customers are the DIY-sector and industrial Customers. Setra as well as the other Swedish sawmilling companies operate in a very competitive environment.

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.