The purpose of this study is to provide a longitudinal examination, within grocery retailing, of four marketing tools and their impact on enhancing customer loyalty. The study examines whether the relationship between the four marketing tools and customer satisfaction has a positive effect on attitude and behavior loyalty. The findings from this study show that the marketing tools have not helped enhancing loyalty between 2004 and 2007. Between these years, service quality has the most affect on loyalty. Self-scanning as an effective marketing tool could be questioned, the relation in this study is not supported.

The increasing competition is making increasing demands of today's businesses to be changeable. Change projects have therefore become increasingly common in order to satisfy market expectations. These projects have often proved difficult to implement and fail rather than succeed. There are many people who reflect on why this is and theorists are increasingly reasoning about the importance of communication in the change process. This is something that has given rise to a new area of expertise called change management.

The purpose of this master?s thesis is to gain insights into students? usage and attitudes towards electronic articles and electronic books and how students feel about a change from print collections to digital collections at Växjö University Library. The main questions are: How do different groups of students use the library collections of electronic articles and electronic books? What factors influence the usage of the library collections of electronic articles and electronic books among students? What are the students? experiences of reading electronic books in comparison with reading print books? What would different groups of students think if the literature they need for their studies were purchased in electronic form instead of print? To answer the questions a user study was carried out at Växjö university library. A web survey was sent to students that had a library card and an email address registered at the library.

The purpose of this study is to investigate how the major swedish banks look upon and promote student profitability as well as long-term relationships within the student segment from a CRM point of view. The study incorporates a qualitative course of action with an abductive research approach which has been carried out by conducting personal and telephone interviews with representatives from three out of the four major swedish banks Nordea, Swedbank and Handelsbanken. Our research finds that the banks appear to regard their relationships with students as long-term investments, but that they simultaneously seem to lack distinctive, clear and procreative strategies for securing these relationships. Furthermore, the development of profitability within the student segment is considered an informal process that does not necessarily need to be computed through the use of quantitative estimates. Also, educational variables does not influence the banks as they segment their customer base and the student-centred offerings within the banking industry is to be deemed as being standardized rather than differentiated..

Communication between parties in an important process in their relationship can be based on a contract. This communication can for exemple be composed by a handwritten contract or an electronic contract. Contract law makes no difference between these two forms. to create more favourable requirements for commencing a contract or an ongoing contract there are possibilities to use standard agreements. Therefore a contract can be based on the will of the parties or on a standard agreement.An electronic signature shall secure that electronic transferred information has not been altered and also to identify the sender of the information.

This qualitative case study, made with four companies, looks closer at how more effective information management, with the help of IT-systems, affect companies market communication and relations to customers and suppliers. Customer Relationship Management perspective is used and Enterprise Resource Planning-systems are the ground for new technology change. The main conclusions are that new technology affects the outcome of companies? relationships towards their customers and suppliers and that the processes and activities between the involved parties are more closely linked. Also involving your suppliers and external actors makes the information handling more effective and companies that do so most likely have a competitive advantage..

Idag är det nödvändigt för alla företag att fokusera på att skapa långvariga kundrelationer.Customer relationship management (CRM) gör det möjligt för företag att spåra kundersinteraktioner med företag. Det har blivit alltmer viktigt för företag att vara aktiva inom socialamedier för att skapa både kundengagemang och långsiktiga kundrelationer. Facebook är detmest använda forumet som företag idag använder. I samband med sociala mediers utvecklinghar ett nytt koncept utvecklats för att integrera sociala medier i traditionella CRM-system somkallas Social CRM (SCRM). Syftet med uppsatsen var att öka förståelsen för SCRM genomatt studera ett företags arbetssätt med SCRM för att skapa kundrelationer genom Facebook.

Bakgrund: Kunden samt dennes behov och tillfredsställelse är ämnen som varit mål för forskning under de senaste decennierna. Kundfokusering är dock inget nytt utan förekom i diskussionen redan under 50-talet. Idag talas det mycket om CRM, customer relationship management. Många företag säger sig använda CRM men meningarna om vad begreppet egentligen innebär går isär. Syfte: Syftet med vår uppsats är att skapa insikt i vilka inslag av CRM som kan urskiljas i ett stort teknikbaserat B-to-B företag.

Vardagen präglas av olika sorts kundkort som företagen använder för att lära känna kunderna och bygga långsiktiga relationer med dem. De företag som kan ge sina kunder en god och mer individuell service, dvs. vårda dem, har en stor konkurrensfördel. Många kortinnehavare känner sig dock inte unika vilket resulterar i att de inte är lojala mot företagen och att kundrelationerna försämras. Problemet ligger i att många företag saknar förmågan att analysera kundinformationen som lagras i databaserna för att fatta beslut rörande kundhantering.

Syftet med vår uppsats är att utvärdera hur enskilda butiksägare, som ingår i en större kedja, ser på fördelar samt nackdelar att ingå i en större koncern. Syftet är också att utröna hur butiksägarna definierar en lojal kund samt hur de arbetar för att strategiskt skapa kundlojalitet. Vår studie grundar sig på intervjuer med två enskilda butiksägare som ingår i samma koncern. I studien framgick det att butiksägarna genom användandet av kundkort erhåller kundlojalitet som ett bra verktyg för att kunna förbättra och stärka den totala ekonomin i företaget. Det krävs dock att man inser betydelsen av att engagera sig för att skapa en bättre balans mellan kundernas attityd och kundernas beteende.

The main objective of this thesis is to study how the structures of a sell dialog, via a web shop, should be designed in order to support and inspire the customer. To get the answer to this question I use a qualitative and quantitative method. The qualitative method is applied in connection with different interviews. The quantitative method is used to analyze different answers given from those who are interviewed. I also use the deductive method due to my interest of studying how reality can relate to the theories with the choice of the subject.Moreover, this thesis is structured by three main perspectives; company, customers and techniques.

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 purpose behind this study is to explore and explain the role of fear arousal when combined with the concept of customer satisfaction and retention in one marketing strategy. The major theories applied are the concept of fear appeals and the concept of customer satisfaction & customer retention. We chose to conduct our research through an ethnographic case study of KM. We did a qualitative study where we collected 10 interviews and we conducted observations. Our empirical data consists of academic articles from scientific journals, interviews andobservations.

This paper is a degree project on the C-level, 15 points at University West, Department of Business and IT dept. Informatics. This study is about agile methodology and its impact on IT projects. Requirements management is a process within an IT project, where customer has certain requirements that must be met by an IT system. The difference between the traditional and agile development is in the requirements management process and it can cause problems in a project.

Sweden is going through big changes within the bank sector. Increasing card usage, decrease of cash acceptance in the society, an attempt to reduce money laundering, and a possible increase in profitability has lead to the rescindment of cash management among three of the four major banks. This has lead to a big debate in the society, a lot of frustration from customers, and a drop in customer satisfaction for every bank that started the process of removing cash management. The purpose of this study is to find out how the banks could keep their customer satisfaction when removing cash management. When doing the study, the rescindment of cash was a deduction of a part of the service, compared to the normal adding or starting of a service. The study was done through a focus group that was the base of a questionnaire that got answered by 125 respondents.