The smartphone market is growing rapidly, between Google Play and App Store more than 25 billion apps have been downloaded since 2008. Today many companies develop their own smartphone applications (apps) for their Customers. We believe that many apps are developed without much consideration about the actual value it brings to the customer, and through them, value for the company. Instead they create applications with hope of keeping the company modern. Developing and implementing apps in a business is neither easy nor free and must therefore add value to the business in some way.

It has become increasingly important for businesses today to create a strong customer loyalty tie between their brand and their Customers. In most markets today a lot of companies fight for market share and loyal Customers. The increased uses of Internet and Internet commerce have made it possible for companies to create relationships with their Customers through their websites. The Internet has also opened up new ways for Customers to quickly and easily price compare products on price comparison websites. This means that Customers have become more price conscious which has lead firms to fall into a price war with the competitors. The purpose of this paper is to examine brand loyalty in the consumer electronics market and go into detail on how web shop role affects the creation of loyalty to companies that are either a shop or do not have an online store. To examine this, a survey was made online and an interview was made with the President on Salesoogle Niklas Rasmusson. The questions and the interview of the questionnaire focused on confidence in online commerce and physical stores.

AbstractThis paper discusses how system development methods today support communication between system developers and their Customers and end users. Today there are many system development methodologies with different aims and emphases. It is difficult, however, to find among these methods those who promote good and effective communication with Customers because so many of these are very technically rooted and not as much directed towards the soft aspects of systems development - i.e. Human aspects. Our own experiences tells that a simple interview can be initialized without us having an idea what to ask the customer about or how to structure it up - nonetheless it?s done, but the outcome is just chance.

The purpose of this thesis is to compare if a charter company's attitude and vision of service can be reconciled with the attitudes and visions that the Customers have in the same area. In order to carry out the study a qualitative approach is used. The data has been collected by interviews, focus groups and observations. The framework is theories on the subject of customer satisfaction, quality of service at customer meetings, Self-Service technologies, quality assurance and gap in service.The study has concluded that the approach to service is relatively equal between the company and Customers, but the future visions differ. Focus group participants have been thinking bigger and further into the future, while the company focuses more on specific functions.

Business across the Internet has increased in recent years and most companies that are selling trips have increased their sales online. Many companies that are selling trips strive for Customers to receive and experience a personal service online. The meeting between the client and a webpage service system on the Internet should work. Service encounters are an essential part of the contact between customer and company and play a big part in how the first impression is perceived by the customer. To understand how a service encounter works, meeting face to face, companies need to understand how Customers perceive that meeting.

This study intends to elucidate which view Customers has about Sony Ericsson as a trademark compared with it?s biggest competitors and how the company can expand and create added value around its products. The aim with this essay is to study and to analyze Sony Ericsson?s creation of value and to increase understanding about strategy development. We have chosen to do this study on the basis of customer perspectives.We have used existing theories that treat matters: added value, marketingmix and trademark image.

The aim of this paper has been to investigate how accounting firms govern their organizations with regards to the complexity in the service that they offer. The service includes the general accounting tasks which through standardization can be cost efficient, the advisory services that entail flexibility, and the relationship with the customer which needs to be taken into consideration when delivering the financial reports. These three components are important but require different approaches when it comes to governing the organization. The conducted case study has shown that the accounting firms govern their organizations bureaucratically and mainly through behaviour and accounting controls. The advisory services demanded by Customers are standardized, not analytical, and therefore do not require the firms to take flexibility into consideration.

Business across the Internet has increased in recent years and most companies that are selling trips have increased their sales online. Many companies that are selling trips strive for Customers to receive and experience a personal service online. The meeting between the client and a webpage service system on the Internet should work. Service encounters are an essential part of the contact between customer and company and play a big part in how the first impression is perceived by the customer. To understand how a service encounter works, meeting face to face, companies need to understand how Customers perceive that meeting.

Statistics indicate an increase in online shopping. This indication could result in the loss of safety factors for the customer, for example the possibility to physically examine the product, interact with professional store personnel and try the product before purchase ? factors which all could support the customer in her choice of company and product. The purpose of this study is to increase the theoretical knowledge regarding strategies in the area of trust-development between Customers and companies. We have chosen to investigate what strategies web based companies apply and how they are perceived by their Customers.

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..

As today, companies are facing an increasing competition; markets are expanding while Customers are getting more informed and fastidious toward companies and their products. For this reason it is crucial for enterprises to create loyal Customers, or at best hyper loyal Customers. With today's prerequisite this creation is difficult and it is therefore of highly interest to examine possible and alternative ways for enterprises to attain this type of hyper loyal customer. In this thesis we have examine hyper loyal football supporters with the aim to identify mechanisms that create and characterize this type of loyalty. By means of a survey and a focus group we were able to identify six loyalty mechanisms; the ability to influence, vicarious achievement, self-esteem, group affiliation, family and social relations.

Shoplifting is a serious problem due to the fact that about 2 % of a retail store's turnaround dis-appears annually. This paper discusses the problem with shoplifting where a closed retail display of glass can prevent this kind of misbehavior. Hitherto the scientific research regarding how consumers react to a closed retail display is non-existing. With this in mind we want to investigate and enlighten the phenomenon regarding consumer behavior and product appreciation. The study is carried out at a retailer in the beauty industry in Sweden both in stores where the selection of perfumes have been displayed behind glass and in stores in which they have been displayed with open access.

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.

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.

In this thesis the marketing strategies of two public libraries have been explored and studied.The public library of Kalmar participates in the project GÖK which partly is a marketing project. The public library of Kalmar thereby differs from the public library of Trollhättan which is not involved in the project.The main aim of this thesis was to focus on their marketing strategies and see if there were any differences. The thesis was also concerned with the Customers and their experiences of the quality of the services offered by the public libraries of Kalmar and Trollhättan, including the Customers' perceptions of the operative marketing, and finally if there was a connection between marketing and customer-centered quality. Qualitative methods as well as quantitative methods were used for the collection of information .The preliminary assumption that Kalmar had a more explicit marketing strategy has been confirmed in the study. However, the Customers at the public library of Trollhättan were more satisfied with the total quality of the services offered.