Title: Time to renovate ? The effect of communication on the relationship between company and customer in a change situationCourse/subject:Busniess administration, Leadership, 15hpAuthors:Fredrik Elghag, Ossian OlssonTutors:Ingemar WictorKeywords:The Million Programme, Communication, Relationship Marketing, Tentant, Landlord.Problem formulation:How does communication affect the relationship between company and customer in a change situation?Purpose:Examining how different parts of a communication process affects customers trust, commitment and loyalty to their company.Theoretical framework:The starting point for the study?s theoretical perspectives have been Morgan and Hunt?s (1994) previous studies on relationship marketing and Laswell?s (1948) communication model.Methodology:The paper is performed with a qualitative research approach and a deductive approach to answer the research question. Personal interviews were conducted with four employees in real estate companies and two tenants in each company stock.Conclusion:We have found that communication affects the relationship between company and customer. Tentants have experinced credibility of businesses is important for them to have a confidence and loyalty in the relationship. .

För att företag ska överleva så måste de ta hand om sina befintliga kunder såväl som att attrahera nya. CRM eller Customer Relationship Management är en benämning på ett synsätt eller en strategi som används för att förbättra relationen till kunderna. När modern teknologi som Internet och e-mail används för att uppnå målen med CRM kallas det electronic Customer Relationship Management eller e-CRM. Syftet med vår studie har varit att undersöka hur företag använder CRM och e-CRM för att förbättra relationen till sina kunder. För att uppnå detta syfte har en fallstudie gjorts på Handelsbanken.

Strong relationships are something that is really important for companies to succeed with, in purpose to increase and protect their market shares. After major research on the subject, it has been found that variables like exchange of relationship, trust, control mutability, satisfaction and commitment are important in the establishment of measuring a relationship. The purpose with this thesis was to: increase the knowledge on how companies measure, and then consequently evaluate, their relationships. To answer the purpose of the study we chose to do a case study at Stadium AB, which is a retailing concern with a high level of customer contact on a daily basis. The conclusion is that trust most likely is the key variable in measuring relationships.

This is a qualitative study aiming to study stepparents? view of the relationships within the stepfamily and their thoughts about what makes it work. It is based upon three stepmothers? life stories focusing on their relationships with their stepchildren. The study is based on a symbolic interactionistic theory and explores the experiences and unique perceptions of these women in their life as stepparents.

Title:                                  CRM ? A case study of Nordea Private BankingAutors:                               David Johansson & Mikael Westin        Advisor:                             Ulf AagerupLevel:                                 Bachelor thesis in International marketing, (15 ECTS), Spring 2013.Keywords:                         CRM, Relationship marketing, Private BankingQuestion:                           How does Nordea Private Banking work with CRM to get high customer loyalty?Purpose:                            Study and to learn how Nordea Private Banking is working to bring in new customers and keep existing customers loyal. We also want to see if Nordea uses additional strategies that goes beyond the theory and what their customer relationship strategy is.Method:                             The study has a qualitative research method with an inductive approach. Interviews with leading and skilled profiles at Nordea Private Banking has been interviewed to provide answers to our research question.Theoretical framework: The chapter starts with theory about what relationship marketing is and what is driving customer loyalty. Thereafter theory that define CRM and its pros and cons are addressed, and finally the chapter describe the implementation phase.Empirical framework:     In the empirical framework we present the qualitative interviews that were done with employees at Nordea Private Banking.Conclusion:                       The result from this study shows that Nordea Private Banking uses strategies that are common in theory of CRM to gain high customer loyalty and the use of recommendations from satisfied customers is of a much higher significance in Nordea Private Banking?s case than of what the theory is implying.

This master thesis aims to describe and examine Haninge cultural centre, inaugurated in 2002. We study the centre from an organization theory point of view, with focus on the buildings physical appearance. The question we want to answer is to what extent, and if, Haninge cultural centre fulfills the underlying vision, formulated by the municipality of Haninge. Is the centre the symbol of a new era of Haninge and a vivid democracy as it was meant to be? Is there a congruency between the image the building creates and the vision that was formulated by the municipality? We also seek out to see how the cultural centre relates to an older tradition of cultural centres.

This report is the result of a degree project in building engineering, at an advanced level. The project evaluated a building from a technical and historical point of view, and focused on its energy consumption, particularly the energy used for heating. The building in question was a small apartment building in Strömsholm, Sweden. It was made in 1902, from vertical logs, a not so common form of the traditional log house. The goal of the project was to evaluate if the energy consumption could be reduced in accordance with building preservation regulations, that is without damaging any of the building?s cultural or historical values.The building was surveyed with the help of archive and literature studies, interviews and inspections.

The residential and service sector in Sweden accounts for approximately 38% of the total energy usage and Sweden has an aim to reduce the total energy use by 20% by 2020 compared to 2008, which means residential sector will have to improve energy efficiency. As part of that a law was instituted by the Swedish parliament that all properties must have an Energy Performance Certificate (EPC) to thereby give the property owners a greater insight into energy use in their buildings and propose recommendations for energy-efficiency measures. On the EPC, a value on the building's energy performance in terms of energy use in kWh / m2 per year is declared, of which electricity is a share of it. Instructions on what to include in the amount facility electricity for running the facilities is regulated by the authority for building, Boverket while SVEBY has made an interpretation of the regulations in their report "Brukarindata bostäder" where they have a table on what should be included in the amount and what not to include.This report is a study of two similar apartment buildings, where one of the buildings recently underwent renovation, to see if the declared amount of energy for electricity, in the EPC, is consistent with the measured value, and whether there has been any reduction in facility electricity in the renovated building after the renovation.The result shows that the measured value of the building electricity was 2.6 kWh / m2 per year, 28,8 %, lower than the declared value in the building that have not undergone a renovation. Calculation of values from previous years (2011) by the same percentage of facility electricity as in the results of the measurements, 56.7%, it becomes clear that the declared value for facility electricity in the EPC of the renovated building do not correspond with reality and that there has been an increase in use of facility electricity after the renovation..

Mitt arbete innefattar en "Urban building" med bostadsrätter och kontor där utgångspunkten har varit cykeln då jag ansett den vara det mest stadsmässiga elementet. Placeringen för byggnaden är Hornsbruksgatan på Södermalm där det med projektet blir till 130 nya bostäder och 1200 kvm kontor som är väl anpassade för cykling såväl som cyklister..

Today, about 15 to 20 percent of Sweden?s total emission of carbon dioxide can be traced to the household sector. By examining apartment blocks in a life cycle perspective, the origin of the carbon dioxide emission has been charted and analyzed. This information has been used to create a computational model that calculates the total emission of carbon dioxide from a specific apartment block. The results from the analyzed apartment blocks indicate that both the use of energy and the emission of carbon dioxide have been reduced since the 1960s. Through the examination of building materials, it is possible to lower the emission of carbon dioxide that origins from the construction phase of an apartment block.

This paper is written as an examination paper at the University of Jönköping. The subject is chosen by Peab Sweden in Jönköping with whom further cooperation has been hold. The aim is to compare building methods and building materials in Sweden, Finland and Germany for further inspiration for Peab?s own market.BackgroundThe development of the construction industry develops new materials and methods to the market which has been forced by shorter construction times and the environment aspect. To pursue the development, further knowledge exchange should exist between the countries.

A study has been conducted on how organizations in Sweden administer costs of facilities management services internally. There are three main theoretical methods for administering costs. In the first method, costs are maintained on a central level; in the second method, costs are allocated and in the third method, internal transfer pricing is used. The aim of the study is to identify which methods are applied in practice, to evaluate whether the methods fulfill their intended purposes and to study the relationship between the methods used and the cost level of facilites management services. In practice, a large diversity of methods are used for facilities management costs.

AbstractManagement is a field that started getting attention in the beginning of the 20th century by Frederick Taylor. His publication is called the Principles of Scientific Management and is based on the principles of using scientific methods to find the best way of conducting each operation within a production facility. Many of Taylor?s principles may appear obsolete today but the matter of an effective material flow is still highly current. Efficiency is the relationship between the input into an operation and its result.

Course:Business Administration, Master Thesis, Second Level, 30 Credits.Authors:Sara Frännlid and Helena RamstedtTutor:Jim AndersénTitle:Internet, relationships and loyalty ? Best praCtice foR the bankMarketPurpose:The study aims to explain how banks use electronic customer relationship management, eCRM, to create loyal customers. A figure will be created, which will enlighten the factors a bank should focus on when enhancing customer loyalty through the internet. Through interviews with two successful banks is it possible to study how a bank can successfully create loyal customers.Methodology:A qualitative method in terms of semi-structured interviews is used. The empirical results were then analyzed with the theory in order to contribute with a new figure.Theoreticalperspective:The theory describes how a bank can create a loyal customer over the Internet.

Today many buildings and it´s nearby surroundings are designed to achieve some kind of environmental goal.The issue concerning energy consumption is currently at focus and it is relevant that we start increase the share of renewable energy. Solar energy is an infinite resource and should therefore be considered when selecting an energy supplier. Uppsala University hospital is facing major restructuring when parts of the existing buildings will be refurbished and a large new building will be constructed. White Architects have developed a study concerning the new building and for some of the existing buildings on the hospital campus. Uppsala County requires tough energy measures and wants the new building to be classified as an eco-building in Whites following work. The classifications will involve high energy source requirements. This work has been conducted to see if solar power can be envisaged as a supplementary energy source for the University hospital and also to investigate the aesthetic impact of solar cells on the new building.