For a company to survive it has to make a profit. To make a profit transactions are necessary and to achieve this a company can choose to focus on creating loyal customers. Loyal customers can contribute to secured revenues, increased market shares and reduced marketing costs. Research within customer loyalty has mainly focused on different types of loyalty and the impact it has on customers behavior. However, there is a lack of research concerning which factors that create loyal customers.

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.

During the autumn of 2007 I carried out an investigation within the bank and finance Sector. The aim of the investigation was to see how informal aspects could be understood in relation to equality within Bank AB? The main question was: Which are the obstacles and opportunities for equality within Bank AB? To answer the main question I asked the following questions to the material: Are there any gender related different within the organization? How are men and women represented within the internal magazine? Which are the conceptions related to sex/gender within the organization? The investigation is based on a survey, the internal magazine was investigated and finally interviews took place. Throughout the investigation I used organization theory in a gender perspective. With the gender organization theory I examined concepts as structures, leadership, symbolism and changes associated with equality.

Dagens företag, vars utbud alltmer karaktäriseras av tjänster, måste lära sig att anpassa sig till denna nya kundorienterade värld. Idag har kunderna stort utbud av varor och tjänster vilket innebär att företagen måste anstränga sig extra hårt för att ha nöjda och lojala kunder. Att ha nöjda kunder innebär inte automatiskt att dessa kunder är lojala. Kundlojalitet är viktigt för att företaget ska fungera på lång sikt. Syftet med uppsatsen är att se vilka slutsatser som kan dras om kundlojaliteten hos Bergslagens Sparbanks privatkunder i relation till hur nöjda de är.

The Swedish consumer electronic industry has recently experienced an increasingly intensive price war. The price war has forced some operators in the business to declare bankruptcy, as the only way to compete has been by driving down prices. A challenge that retail chains in the consumer electronics industry is facing is to increase their margins. If store personnel can success with upselling, the companies will increase their profits. The purpose of this paper is to examine if the sales people in the consumer electronic industry can influence the customer to buy a more expensive product and what the effects the upselling has on the customers' attitudes.

Purpose: The purpose of this study is to examine the difference in return between Swedish and Russian hedge funds while considering the risk taken.Method: This study is based on quantitative data on funds' historical returns from the electronic database Morningstar.se. Additional data is taken from the funds websites, the Swedish National Bank and Fondbolagens förening.Result and conclusion: All hedge funds, both the Russian and Swedish performed better thanthe index. The Russian hedge funds nevertheless performed better than their Swedishcounterparts in all three evaluation methods..

New innovation and technology have influenced the development of product development processes and the four largest banks in Sweden have more or less been forced to adapt their products and services along new customer requirements. It may therefore be considered appropriate to involve customers in this process. This by collecting customer information and allow customers to influence the process to a greater extent. The payment solutions of Sweden?s largest banks' continue to evolve and to pay with electronic money has come to change banks' product development processes of payment solutions.

Background: There has been a movement of power towards customers in most markets which puts higher demands upon the customer orientation of organizations to survive competition. In general the opinion is that satisfied customers also are profitable for the organization. Even though a consciousness exists about this connections importance for the organization there exists no prominent economical theory showing how a organization should work with customer adaptation and how management should be shaped for success in this area. In the field of competitive sports clubs a similar trend is discernible since the field is increasingly commercialized.Purpose: The purpose of this study is to adapt The Balanced Scorecard as a model to the demands on management that customer orientation causes and to use the knowledge created during the study to show how customer orientation in a competitive sports club could look.Realization: The study first takes the form of a literature study which emerges into a theoretic development. Above that a case study of Linköpings Hockey Club has been accomplished so that knowledge created from the literature study could be used on competitive sports clubs.

Syftet med denna undersökning är att belysa hur kommunikationen mellan bank och kund ser ut och för att svara på detta syfte ställdes fyra forskningsfrågor upp. Dessa forskningsfrågor var: hur kommunicerar banken med kunden vid olika erbjudanden, hur vill kunden att kommunikationen med banken ska ske, hur ser kommunikationsproblemen ut mellan bank och kund och hur vill kunden att banken skall kommunicera vid ett erbjudande? För att få svar på dessa frågor undersökte vi både bankens och kundernas syn på denna kommunikation med hjälp av en fallstudie. Vår undersökning inriktade sig enbart på unga icke-akademiker..

The aim of this research was to examine how the relationship between consultants and their customers can increase the value for the customer and to see how consultants can act to gain closer relationships with the customers. An empirical study has been performed through case studies with a consultant and six customers to the consultant. The theoretical areas for the analysis are customer value and relationship development between seller and buyer. Our conclusions of the research were that values for the customers are increases with closer relationships. The increased value lays in lesser uncertainty when repurchasing.

This paper was written at the Baltic Business School in Kalmar. The purpose was to analyze and determine the importance of packaged holidays within the tourism and travel sector and how value can be created for the customer. This have been done with a focus on the chosen parts; customer needs and how packaging can create value, how companies can work to give the customer increased value through packaging, last but not least how companies segment the market and if there are specific segments that prefer packaging. We have applied the qualitative method through conducting four face-to-face interviews and one phoneinterview. The purpose of this paper is not to generalize, but to show patterns in the chosen subject.

This thesis focuses on RM and customer relationships and tries to answer two research questions: how firms can retain customers and how to generate profitable customer relationships by using relationship marketing. We conducted case studies on JOB media, a company in Luleå, and Polardörren, a company in Öjebyn, Piteå. Our research has revealed that in many ways our case study companies conform in major ways to the theory in this particular area. However there are differences between how these two firms go about in regard to customer retention and establishing profitable customer relationship. We have discovered that JOB media, which is a service company is more inclined to maintaining close and long-term relationships with its customers.

The aim is to develop a new decision-making model for credit-loans. The model will be specific for credit applicants of the OKQ8 bank, becauseit is based on data of earlier applicants of credit from the client (the bank). The final model is, in effect, functional enough to use informationabout a new applicant as input, and predict the outcome to either the good risk group or the bad risk group based on the applicant?s properties.The prediction may then lay the foundation for the decision to grant or deny credit loan.Because of the skewed distribution in the response variable, different sampling techniques are evaluated. These include oversampling with SMOTE, random undersampling and pure oversampling in the form of scalar weighting of the minority class.

Research in the FMCG sector shows that in-store atmosphere has a great impact on customer attitude and behavior. Despite this, there is a lack of knowledge regarding how the atmosphere influences the customer in a fashion store setting. The purpose with this paper is to investigate if and how visible in-store atmospherics influence customer attitude and behavior in a fashion store setting. We also investigate if behavior and attitude is affected by the customer's expertise and the purpose of the visit. The study takes place in two different fashion stores within the same fashion chain.

Problem: Hur har implementeringen av det nya regelverket Basel II påverkat en liten respektive en stor bank? Vilken metod använder en liten respektive en stor bank vid beräkning av risker enligt den första pelaren och är storleken på bank avgörande för val av metod? Vilka brister har Basel II och hur kan regelverket förbättras?Syfte: Denna studie syftar till att beskriva och analysera hur Basel II påverkat en liten respektive en stor bank, dessutom påvisa om det finns skillnader i val av metod vid beräkning av risker enligt den första pelaren. Syftet är även att belysa Basel II´s brister, samt föreslå möjliga förbättringar.Metod: Vi har valt en kvalitativ undersökningsmetodik för insamling av empirisk data. Undersökningen bestod av intervjuer med en liten respektive en stor bank, samt Finansinspektionen. Även böcker, rapporter och tidigare forskning har legat till grund för vår studie.Slutsats: Bankerna i den här studien anser att implementeringen av Basel II varit resurskrävande, både kostnads- och kompetensmässigt.