This is a qualitative study about small auditing firms and their customer relationships with SMEs. It contains a total of eight interviews, two with audit firms and six with SME?s.The purpose of the study is to understand how small audit firms manage their customer relationships and if it exist any expectation gaps between the audit firm and the SME.One of the conclusions is that trust is fundamental and gets stronger over time; it is also linked with the personal relationship between the business owner and the auditor/accountant..

Relationship Marketing - will banks be able to handle higher consumer mobility in the private market?The purpose of this paper is to gain an understanding of the factors that affect customer loyalty to the bank. Consumer mobility will probably increase as a result of political changes and pressures on the private banking market to become more competitive. This study was carried out using semi-structured interviews and were transcribed and analyzed with the help of models and theories centered on relationship marketing. The theories describe loyalty, the customer lifecycle and relationships between customers and organizations.

In order to survive constant economic, environmental and political challenges, it has appeared to become increasingly important for a firm to recognize the significance of corporate governance. In this thesis, the structure of the board at Smartner Ltd will be outlined and the relationship between the board members and the CEO will be clarified. In addition, the aim is to analyze the corporate governance system at Smartner Ltd to be able to outline and clarify the distinct relationship between the CEO and board of directors..

Background: Investors use companies? credit ratings as a base in their buy and sell decisions. Companies? credit ratings are also used as indicators of safety in the legislation. This means that credit rating agencies have an important role in the society because they communicate the company?s credit rating to investors and other actors in the society.

The increased specialisation and complexity in products and services has created the need for Swedish companies to focus more on their core businesses. This has resulted in them opting to buy services and products that lie outside of their core business from consultancy businesses or other types of suppliers. When companies describe their offers in internal and external marketing it is done often in terms of company or service attributes that are not based on customer value or offered value for the customer. The reason for this is that companies have not adapted their services to the different needs of their customers. As a result of this, they run the risk of offering the same services as their competitors and communicate values that the customers either do not understand or experience as value adding. By using the theory on the data collection from the case company we have an understanding and shown how the customer values can be developed from a service company?s internal and external prerequisites and competitive advantages.

Since the nineties the words customer, effectiveness and quality have become part of everyday school life. Municipalities? makes regular customer surveys to measure both independent schools as municipal schools ' quality. A common method for customer research and background studies is that parents and students are asked to respond to simple Web-based surveys. Customer satisfaction and/or customer dissatisfaction options are presented in tabular form, based on the percentage that expresses a particular position within a query.

During the last few decades a new kind of business operation have developed and this hasforced organisations to adapt themselves to a new competitive environment characterized byincreased customer demands as well as a larger amount of competitors. Therefore companieshave had a shift in their strategies from focusing on sales numbers to focusing on thecustomer. To build lasting customer relationships, in order to create customer loyalty, havebecome an important part of the organisational strategy and the collection of consumer datais essential in achieving this loyalty. Customer relationship management systems assistorganisations in managing information about individual customers as well as managing allaspects of customer contact, with the purpose of increasing customer loyalty towards thecompany. The collection of consumer data also enables for companies to design personalizedoffers to individual customers in the form of direct marketing.

Syfte: Syftet med denna uppsats är att analysera utvecklingen av användandet av elektroniska business-to-business auktioner, utifrån ett kundperspektiv i fordonsbranschen. Metod: Denna uppsats präglas av den kvalitativa metoden, för att därigenom ge en ökad förståelse kring utvecklingen av användandet av e-auktioner. Inledningsvis har en litteraturstudie genomförts, varpå intervjuer med representanter för företag i fordonsbranschen gjorts. Slutsatser: Som utgångspunkt har vi valt uppskattningen att e-auktioner skall motsvara 25 procent av den elektroniska B2B-handeln i fordonsindustrin 2002. Det råder en övertygelse om att en betydande missräkning gjorts.

This thesis seeks to investigate how an agreed written form requirement is met in an electronic environment. Swedish Contract law is applied since Sweden lack specific regulation for electronically closed agreements. Since contractual freedom prevails in Swedish law, it is up to the parties themselves to decide if the formal requirements to be applied.In order to assess whether the written requirement is fulfilled in the electronic environment, a purpose-oriented analysis should be made. When the purpose of why a written form requirement applies has been clarified, the analysis continues to assess whether the objective can be achieved with the modern form of communication. The method is called functional equivalence and means that when an electronic media fulfill the same functions as the paper medium so will the electronic medium as a starting point to give the same legal effect as if it were the case of a written paper document.

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.

The combustion engines in today?s vehicles are getting more and more advanced and there are increasing demands on that the engines should operate during optimal conditions. Examples of internal combustion engine parameters which may be carefully controlled are the rate between fuel and air, that this gas mixture is homogenous enough and that it is ignited at the correct moment. Moreover, the requirements of these parameters vary depending on, among other, engine speed and load. To meet these requirements in all occurring operation conditions, it is required that many subsystems work together.

Our purpose with this thesis was to study how tourism providers deliver quality to their customers. We chose to carry out two case studies where we interviewed an owner of a camp site, and a municipal manager employed at another camp site. The questions were based on customer needs, service quality and dissatisfaction. The study gave us some useful aspects. The respondents told us that it was very important to the tourist providers to listen to the customer´s specific needs and to give them personal attention.

The thesis aims to describe the current sales climate in the context of complex sales in business-to-business. The purpose is to increase the clients knowledge of sales and test the clients hypothesis that the sales climate is changing from Solution Selling to Insight Selling, further the thesis aims to contribute to the scientific debate of sales. Solution Selling is characterized, as the name suggest, by selling of solution to the customers needs. With Insight Selling the seller has a provocative approach towards the customer and the seller is searching for customers in the need of change. This is a qualitative study conducted with eight interviews and one focus group.

The purpose of this study is to understand how codes of conduct function within the context of supply chain of electronic industry. This is a qualitative research and a case study is the research approach. Conclusions are that the codes of conducts could be perceived differently within different contexts. Therefore, cultural and legal issues should be considered while formulating, implementing codes of conduct or assessing the compliance..

Purpose: The purpose of this thesis is to identify and analyze innovative products and services within the telecom industry, letting these findings constitute possible ways for CSPs to innovate the experience of their customers. Methodology: The research in this thesis was conducted from a qualitative approach and data were collected using primary- (expert interviews) and secondary sources (journals, articles, web sites etcetera). In addition, a research design entailing four sequential steps was created to stipulate and illustrate the logic underpinning the methodological process. Theoretical perspectives: The theories are divided in three groups. Background theories ? these intend to capture the problematic nature of the transforming telecom industry, examples of such theories are; value chain theories and ecosystem theory.