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Sammanfattning

Title: Time to renovate ? The effect of communication on the relationship between company and customer in a change situation

Course/subject:Busniess administration, Leadership, 15hp

Authors:Fredrik Elghag, Ossian Olsson

Tutors:Ingemar Wictor

Keywords: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.