This Master Thesis within Marketing and Strategy investigates the values customers perceive within the Real Estate market in the inner City of Stockholm. The dependent variable is customer satisfaction, and it could be explained by 1) the feeling of light and uniqueness of the apartment, 2) that the apartment is of a satisfying size, 3) the address of the apartment, 4) and the economics, the common areas of the building, and the bidding process. The feeling of light and uniqueness, combined with the number of square meters, and the monthly fee of the apartment, are also identified as the price driven functions of this market. A quantitative method is used to investigate the market, where 107 apartment buyers completed a survey..

The purpose of this study is to investigate and describe what factors are most important to students when choosing training center, and how these factors affect the choice of each training center. We investigated this by performing a qualitative research and a quantitative survey of students at Karlstad University that trains at Friskis & Svettis and Sats in Karlstad. The results show that there are a number of important factors in the total customer experience that affects a student's choice of training center and that they also differ between a premium center and basic center. Our conclusion is that when a total customer experience concept consists of a core, core experience and peripheral experiences well linked into each other competitive advantages is created, resulting in more satisfied and loyal customers. .

Lojalitetsprogram är en slags medlemsklubb där medlemmar får ta del av olika belöningar ochförmåner. Programmen kan vara ett bra hjälpmedel för företag att skaffa lojala, återkommandekunder, men det kan även vara kostsamt vid okunskap. Huvuduppgiften med programmen är attskapa en relation med gästen för att få den att återkomma, då det visat sig att lojala kunder ökarlönsamheten. Det har även visat sig att en CRM-strategi kan underlätta skapandet avkundlojalitet och lönsamhet.Syftet med uppsatsen var att redogöra och diskutera vad som påverkar ett lojalitetsprogramslönsamhet.Uppsatsen grundades i fem vetenskapliga artiklar som granskades, bearbetades ochsammanfattades utifrån uppsatsens syfte. Resultatet tog upp vikten av kundlojalitet för att skapalönsamhet inom hospitalitybranschen samt lojalitetsprogrammens effektivitet.

Customer Relationship Management (CRM) ämnar hjälpa företag att förstå kunders beteenden för att möjliggöra förvärvandet av nya kunder, underhålla befintliga relationer samt skapa lojalitet. Förståelsen för hur företag bör hantera kundrelationer har fått stor uppmärksamhet under de senaste åren vilket har utmynnat i relationsmarknadsföring på one-to-one nivå. ICA är det enda företaget inom den svenska dagligvaruhandeln som erbjuder sina kunder skräddarsydda, individuellt anpassade erbjudanden. Denna uppsats syftar således till att undersöka hur ICA använder CRM i ett försök att skapa mer lönsamma kundrelationer genom one-to-one marknadsföring. Studien genomfördes huvudsakligen genom intervjuer med två nyckelpersoner inom CRM på ICA.

A common assumption in marketing is the wider variety of product a corporation has, the better for the consumer: more product - more choices. Companies often develop a line extension to broaden consumer range through product attributes including quality, function and design. These developed attributes within the product are not always optimal for the consumer. As a result, companies often become entangled in having a price higher than the cost and benefit of the products. This essay aims to analyze the consumer value of line extension products and how these evaluations relate to extended line product pricing.

Uppsatsens syfte är att förklara Yield Management. Detta gör författarna genom att kvalitativt studera och analysera arbetsgången på två hotell. Det ena hotellet har en uttalad Yield Management strategi emedan det andra hotellet har en Customer Relationship Management strategi. Det sistnämnda hotellet fyller funktionen som referensobjekt till Yield Management. Customer Relationship Management valdes som en referensram eftersom denna teori är vanligt förekommande inom hotellbranschen.

This thesis researches the value creation process in Internet based subscription services in accordance with service dominant logic. The aim of the paper is to identify the characteristics of these services and to envisage the future of Internet based subscription services. The authors have utilized a qualitative method in their research which consists of personal interviews as well as a focus group. The main theoretical subjects that are discussed are value creation, customer participation and service dominant logic. The paper analyses the empirical findings by matching them with the theoretical framework.

Internet commerce is nowadays a well known phenomenon. There is awareness that a lot of newly created companies operate their business through the Internet. You can see a tendency where many young people try to establish an Internet business with the hope of success and expansion on today?s fierce market rivalry. To achieve success, companies have to consider factors like business concept, logistic knowledge, future vision, resources and contacts when initializing their business.Having this in mind, we can clarify the purpose with this paper: ?To analyze in what way On-line shopping companies that sell consumer electronics, cell phones and music/entertainment products, have expanded? The paper is based on telephone interviews with three On-line shopping companies.

When patrolling grocery stores, customers engage in a purchase situation where they face great amounts of information, whereof price is one. This paper intends to shed light on the price information search behavior that customer's exhibit before choosing their products in grocery stores. In order to do so two studies have been conducted, one quantitative and one qualitative, to assemble the data needed to provide statistically significant results. The objective of the quantitative study is to gather data on customer's external price information search, and it is based on the most recent eye-tracking technology. The second qualitative study is complementary and based on interviews with randomly chosen customers that have responded to several questions regarding their price information search, shopping knowledge and experiences.

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 information flow is a very important process in an organization. It affects in a decisive manner the effectiveness of a task. It also has a major impact on the quality of the product or service for which the organization delivers to its customers. Lack of information may cause that important aspects are not given the required attention or even forgotten and can in turn lead to criticism from certification officials and lower customer satisfaction. The purpose of this study was to study how the information flow in Norrskog?s field organization is handled and how this affected the quality of the work performed and the feedback given to the contractors, The study is based on qualitative interviews with contractors, production inspectors and forest inspectors on all Norrskogs districts.

This thesis aims to study brand change, which can be of interest since a brand during its lifetime can be expected to meet a lifecycle consisting of five phases; innovation, introduction, growth, maturity and recession. In order to avoid the recession phase and the sales decline that follows there is a need for a change of the brand.In order to study brand change, theoretical framework is compared to two real world cases that have gone through an active change.The conceptions of positioning, repositioning and revitalization are clarified. Positioning deals with how brands are located in customer?s minds as well as on the real market. Repositioning implies a change of the current position and is also often a move towards a new market segment.

I dagens samhälle är det allt viktigare för företag att behålla sina existerande kunder då konkurrensen blir allt hårdare. Detta medför att företag försöker vidta åtgärder för att vårda relationer med sina kunder. Detta problem är även högst relevant inom IT-branschen. Inom IT-branschen är det vanligt att arbeta agilt i IT-projekt. Vår samarbetspartner har sett ett ökat behov av att mäta servicekvalitet på ett återkommande sätt inom IT-projekt, detta för att mäta relevanta variabler som sträcker sig utanför kravspecifikationen.

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..

At the end of 2008, Arla concluded agreements with several supermarkets in southern Sweden. The agreement with the supermarkets excluded Ska?nemejerier from the stores. This meant that Ska?nemejerier lost approximately 7% of sales volume.