Research Question/Purpose: Due to environmental legislation, economic influences and increasing concern about the environment among the general public, today’s businesses are becoming more committed to environmental issues. Some enterprises yet have implemented a green strategy. This thesis aims at identifying issues that determine the long-term efficiency of green marketing and how confidence and trust plays a role in order to gain competitive advantage through customer satisfaction and customer retention. The common denominator of both, CRM and green marketing is the creation of confidence, trust and value for customers. So, focus is laid on measures that lend credibility to companies’ green marketing by interviewing experts and observing their opinions about green marketing and eco-labeling. Design/Methodology/Approach: Interviews conducted with company professionals from IKEA and Konsum Gävleborg and a member of the municipality in Gävle, as well as findings from secondary sources of the company Nestlé were used to investigate the companies’ ways to respond to environmental concern and how they deal with green issues and ecological responsibility. The interviews provide valuable insights of the success of green marketing depending on the confidence between company and customer. Findings: By analyzing the results of the interviews with the literature review, the thesis reveals that environmental responsibility and ecological orientation needs to be based upon the entire business strategy of a company and implemented in its core principles in order to deal effectively and efficiently with this issue. Conclusions: Companies respond in different ways to ecological issues, through eco-labeling, cooperation with NGOs and energy-saving production processes. In conclusion, it can be said that the need for customer relationship commitment, trust, confidence and loyalty as a result of satisfaction are as important in customer relationship management as in green marketing, because competitive advantage can be achieved by environment-related activities and motivates companies to go green to promote ecologically sustainable practices. Research Limitations/Implications: There is a number of literature focusing on customer relationship management and implications of green issues for business strategy, but there are only a few on green marketing yet and the interaction between green marketing and CRM is missing attention, so far. Originality/Value: This work seeks to make a contribution towards bridging the ends of CRM and green marketing. It indicates a relationship between eco-orientation and company performance and implicates, on the basis of the theoretical and empirical findings, that integrating ecological features and good performance in a company is not impossible. Trust and confidence are as important concepts in green marketing as in CRM.

Aim: The Internet has provided a medium for word of mouth and its electronic extension, also known as viral marketing. In the hospitality and tourism industry, use of the internet has caused drastic changes. Consumers are now more used to gathering information about their destinations through online word of mouth The aim of this thesis is to achieve an understanding of the concept of viral marketing and its suitability, as well as its primary link the concept of word of mouth and its relevance to customer relations, in the hospitality and tourism industry of Sweden. Method: A qualitative research approach was used for compiling the primary data of this thesis. Semi-structured face to face interviews as well as structured email interviews were used to gather the empirical findings from two case companies. Secondary data for the theoretical study of this paper was gathered from scientific journals, books and the Internet. Result & Conclusions: The hospitality and tourism industry rely more on word of mouth advertising because of the intangible nature of their services. Therefore, they aim to exceed customer satisfaction so as to generate positive word of mouth. The concept of viral marketing is minimally utilized at the moment, but its use is more likely to be maximized in the future. Suggestions for future research: The results of this thesis were based on a small sample size of the representatives of the hospitality and tourism industry. It would be advisable in the future to conduct a quantitative or a combined qualitative and quantitative study with a bigger sample size that would also include the opinions of the customers.   Contribution of the thesis: This research delivers realistic consequences from the diverse extension of internet users in the Swedish hospitality and tourism industry and finally indicates the promising benefits from the distribution of internet technology in combination with the involvement of individuals.

Submitted in fulfillment of the requirements of the Degree of Master of Technology: Marketing, Durban University of Technology, 2012. / The aim of this study is to investigate service quality at retail banks, such as Standard Bank, ABSA Bank, First National Bank and Nedbank in Durban. The four objectives of this study are set as: Firstly, to identify the level of satisfaction with customer service received from different retail banks in Durban; Secondly, to identify customers’ expectations in terms of quality services provided by retail banks; Thirdly, to ascertain the perceptions of customers towards the service provided by retail banks in Durban; Fourthly, to measure the gaps between customer expectations and perceptions of service quality, using a modified version of the SERVQUAL model. The instrument used to assess the retail bank customer’s expectation and expectations of service quality, was the SERVQUAL questionnaire, measuring expectations and perceptions according to five quality dimensions. A total of 448 students were surveyed. Quota sampling was used in this study, in order to improve representativeness. Using quota sampling involves selecting the characteristics that are required in the sample and then sampling until enough representatives of each category are achieved. Although this is a form of non-probability sampling, a quota sample can provide a good approximation to a probability sample. It means that distributing questionnaires to a certain group would be stopped after the prescribed quota is reached. Data were analysed using descriptive and inferential statistical techniques. Conclusions and recommendations were thereafter drawn from the literature and the findings of the study. The study shows that retail bank customer expectations of service quality exceeded their perceptions in the five service quality dimensions used in the SERVQUAL questionnaire. This study is also important because it will assist bank managers to convert negative perceptions to positive impressions. Consequently, customers will benefit from the improved, outstanding customer service.

In order to survive in today's competition, organisations are faced with a challenge of continuous improvement. At the core of any improvement efforts in the production and marketing of goods and services there is. quality improvement. Product or service quality has become one of the elements that give an organisation a competitive edge over its competitors, since today's customers logically take purchasing decisions based on what they pay for versus the price paid. For businesses, a race to customer satisfaction is infinite, customer satisfaction is no longer a choice but the only means for survival for many organisations. Therefore, organisations do all that is in their powers to satisfy customers, retain or increase the market share, make profit and survive in the business. In view of such a tough business environment it has become necessary to study the two important business concepts namely product quality and customer satisfaction. The question is whether the efforts put on producing and supplying the best quality of products enhance customer satisfaction. In other words, are the two concepts related in some way? The aim of this study is to describe relationships between product quality and customers satisfaction in the aviation market of the oil industry, specifically Air BP market. Since customer satisfaction is also manifested through other ways like product demand and customer loyalty, the research also studies the relationships between customer satisfaction and customer loyalty, as well as' customer satisfaction and product demand. Finally the relationships between product quality, product demand and customer loyalty are studied as indications of customer satisfaction. While emphasising on relationships, the study also describes the significance and importance of various quality dimensions to Air BP customers. It explains various quality definitions and dimensions and determines the most significant ones to the aviation market. The study also looks at the importance of product quality in comparison with price and service given to customers. Finally conclusions are drawn on the hypotheses and recommendations are given to Air BP. While the study recommendations are not prescriptive, they provide necessary information relevant to Air BP Marketing in a pursuit for customer satisfaction, customer retention and market share. / Thesis (MBA)-University of Natal, Durban, 2003.

The origins of the retail furniture industry commenced with family run stores, traditionally known as "momma and poppa" stores as they were entrenched in certain families. A feature of these stores was that they traded with people that they knew and enjoyed a great deal of loyalty. As the businesses grew there was a need to supply furniture to their clientele with a facility to repay the full price over a number of months. Such arrangements were typically concluded on trust as the customers were well known by the owners. The industry has evolved from this type of operation to a multi-billion rand industry. In terms of the size of business that is transacted and the size of the major furniture retailing organisations, it is simply not possible to continue doing business in accordance with the same ethos that prevailed during the early days. However, given the decentralised nature of the industry, the philosophy of knowing their customers has prevailed and this notion of wanting to conduct business on this basis has largely been responsible for a many critical functions remaining under the control of the individual stores within the broader network. In terms of the high volume of transactions that are currently concluded, it is extremely difficult to ensure that the application of policy and risk-based decisions are made on a consistent basis. From a cost effectiveness and productivity point of view, it is not possible to realise efficiencies and economies of scale that could be enjoyed if certain business processes were centralised. The intention of this research is to evaluate how the introduction of automated decision making business processes can contribute towards managing the organisation's exposure to risk with the view to achieving required levels of organizational performance and also sustainable value creation through a customer-centric philosophy. / Thesis (MBA)-University of Natal, Durban, 2003.

A persistent theme over the past year in public discussion has been the state of skills in the South African economy and society (DoL, 2003:1). The DoL (2005:55) further states that the issue of "scarce skills" has become a key government priority. It is now generally accepted that skills shortages in key occupational areas are hindering future economic growth (DoL, 2005:55). Within the civil engineering industry in South Africa recent studies have found that there has been a slow decline in the number of civil engineering professionals since the seventies and early eighties; all sectors in the industry have reported staff shortages, particularly of experienced midcareer professionals; staff utilisation rates are over 90% on average and in excess of 100% in many firms and there is a critical shortage of experienced civil professionals responsible for production work (Lawless, 2005 and SAACE, 2005). Some of the reasons cited for the skills shortages and skills gaps include poor quality of both secondary and tertiary education, inadequate training provided by employers, the overall unattractiveness of civil engineering due to relatively lower salaries being paid as compared to other professions and working conditions and emigration (for various reasons). The primary aim of the study was to investigate the impact skills shortages have had on client satisfaction within Stewart Scott International (SSI), a multi-disciplinary engineering consultancy firm, in KwaZulu-Natal. Thereafter, from the findings of the research, identify specific areas of dissatisfaction ( from SSI's clients' perspective) and develop short to medium term strategies to better manage the situation, it being noted that addressing the root causes of skills shortages and skills gaps requires long term interventions. The research also sought to assess from SSI's clients' whether they believed any decline in their satisfaction levels was as a result of skills shortages in the industry. The data collection instrument used in the study was a structured questionnaire. Questionnaires were sent to clients with whom SSI had been doing business with for at least five years. The study found three areas of concern in SSI's quality of service (which clients' believed were as a result of skills shortages), viz SSI's approach to work, SSI's creativity in proposed solutions and SSI's approach in dealing with problems in relationships with clients. The findings of the research are similar to the findings of the NACI ( 2003) in SA and Mills and Treagust (2003) in Australia. The study further found empirical evidence to support the hypothesis that the levels of skills and levels of client satisfaction are related. The research found that: • There has been a decline in SSI's approach to work • There has been a decline in SSI's creativity in proposed solutions • There has been a decline in the manner and time frames SSI deals with problems in relationships The following are recommended: • More efficient use of resources (short-term) • Coaching and training initiatives be reviewed and formalised (short-term) • Develop a new skills management specification (medium-term) in / Thesis (M.B.A.)-University of KwaZulu-Natal, Pietermaritzburg, 2006.

Due to the growth of our economy and our rising standards of living, customers of today have a larger variety of products to choose from than in the past. This causes an increase in competition which has raised customer expectations on the quality of goods and services they receive (Palmer, 2001 p26). Along with this, the modern customer has become sophisticated, educated, confident and well informed. Hence, they have raised their expectations of the service they intend on receiving. This has placed enormous pressure on service organization's to improve the way they do business with these customers. This "customer transformation" has placed an increasing emphasis on customer service as a means of gaining a competitive advantage. As a consequence of competition becoming global and more intense, many organizations have come to the realization that they cannot compete on price alone. Hence, the level of customer service has a direct impact on an organization's market share, as it determines not only whether consumers will become customers but also whether existing customers will become loyal ones. If service quality is to become the cornerstone of an organisation's marketing strategy, marketers should have the means to measure it. Although research in this field exists, the researcher proposed the need for further research specifically in the area of customer perceptions toward the quality of service they receive. The issues addressed in this study will be of importance to both service managers and future researchers as a customer's evaluation of service quality and, the resulting level of satisfaction is thought to determine the likelihood of a repurchase and ultimately the success of the business. This dissertation is based on the perceptions of customers of Ola Milky Lane and the level of quality customer service they receive. Looking at the business from the customer's viewpoint will help the researcher investigate how current customers feel about the organization as well as their attitude toward the business. The expectations of these customers together with their levels of satisfaction, which shape their perceptions of the customer service, serve as the foundation on which service quality will be evaluated. Moreover, the research study hopes to assist the participating organisation establish whether gaps in service delivery exist, the reasons for their presence and identify possible solutions which can be implemented to close or prevent those gaps from further widening. This will benefit the organization as it can be used as a tool to understand customer perceptions, which can equip them to gauge the effectiveness and efficiency of their relationship programmes. With this motivation in mind, the research study takes a strategic look at the importance of customer service as perceived by customers by means of determining whether the organisation is or is not meeting their expectations. / Thesis (M.Comm.)-University of KwaZulu-Natal, Pietermaritzburg, 2008.

No abstract available. / Thesis (M.B.A.)-University of KwaZulu-Natal, Pietermaritzburg, 2006.

Darbo objektas. Vartotojų pasitenkinimas slidinėjimo paslaugomis. Darbo tikslas. Įvertinti vartotojų pasitenkinimą Lietuvos slidinėjimo centrų teikiamomis paslaugomis. Darbo uždaviniai: 1. Atskleisti vartotojų pasitenkinimo sampratą. 2. Aptarti vartotojų pasitenkinimo indekso modelius, bei veiksnius lemiančius pasitenkinimą ir pasekmes organizacijai. 3. Apžvelgti ankstesnius tyrimus apie vartotojų pasitenkinimą slidinėjimo paslaugomis. 4. Įvertinti ir palyginti vartotojų pasitenkinimą slidinėjimo centro „Snow arena“ ir bendrą vartotojų pasitenkinimą kitų Lietuvos slidinėjimo centrų teikiamomis paslaugomis. Darbo rezultatai ir išvados. Vartotojų pasitenkinimas yra pasitenkinimo arba nusivylimo išraiška produkto ar paslaugos atžvilgiu, lyginant gautą ir tikėtasi rezultatą. Vartotojų pasitenkinimas yra svarbus rodiklis tolimesnei organizacijos sėkmei. Todėl sukurtas platus vartotojų pasitenkinimo indeksų modelių skaičius visame pasaulyje rodo sistemingai atliekamus vartotojų pasitenkinimo tyrimus įvairiuose sektoriuose. Rekreacijos sektoriuje atliekami vartotojų pasitenkinimo tyrimai, neaplenkė ir vienos sparčiausiai populiarėjančių rekreacijos formų, tokių kaip žiemos pramogos ir slidinėjimas. Šiame darbe tyrimas atliktas slidinėjimo centro „Snow arena“ ir bendrai visų kitų Lietuvos slidinėjimo centrų atžvilgiu, tam, kad įvertinti vartotojų pasitenkinimą slidinėjimo paslaugomis. Tyrimų rezultatų analizė atskleidė, kad vartotojų pasitenkinimas slidinėjimo centro „Snow arena“... [toliau žr. visą tekstą] / Customer satisfaction is satisfaction or disappointment meaning of product or service, comparing received and expected result. Customer satisfaction is important indicator for further organization success. So there are invented wide number of customer satisfaction index models all around the world that shows systemically performing customer satisfaction research in various sectors. Customer satisfaction research performing in Recreation sector didn't outrun one of the most popular growing recreation form, like winter entertainment and skiing. In this project, research was performed in skiing center ,,Snow Arena" and common all other Lithuanian skiing centers, to rate customer satisfaction on skiing services. Analysis of research results showed that customer satisfaction on skiing center ,,Snow Arena" is huge, meanwhile other common Lithuanian skiing centers customer satisfaction on skiing services is low. ,,Snow Arena" high image rating makes influence for quality perception, which is rated respectively good, making sensibility smaller for perceived value, minimizes and dissatisfaction level. As a result ,,Snow Arena" customer are more loyal, so there are less complaints received than in other Lithuanian skiing centers.

"Good resolutions are useless attempts to interfere with scientific laws. Their origin is pure vanity. Their result is absolutely nil". Oscar Wilde, The picture of Dorian Gray Different types of intentions are some of the most often used variables in marketing and consumer research. The reason is that intentions are believed to predict future behavior. Yet, as the above quote from Oscar Wilde implies, resolutions and intentions are not always translated into action. Intentions and intentionality have been at the centre of discussion for well over a thousand years in philosophy and theology. For solicitors, judges and criminals it is potentially a life and death issue, and within the fields of linguistics and psychology intentions has been given considerable interest. However, in marketing and consumer research, intentions are frequently used but very rarely reflected upon. The thesis comprises six scientific articles based on empirical studies. The articles revolve around a wide definition of intention and show that not all intentions are created equal. They contain empirical evidence and theory on such phenomenon as why so called good intentions are less predictive of subsequent behavior compared to other types of intentions, why resolve and intentions deteriorate over time, and why what a consumer wants to do, plans to do and expects herself to do can be very different things. Wanting, planning and expecting are central components in intention formation and the results in this thesis suggests that researchers and practitioners have much to gain by paying attention to what type of intention they use in their research. Niclas Öhman is a researcher at the Center for Consumer Marketing and at the Center for Retailing at the Stockholm School of Economics / <p>  Diss. Stockholm : Handelshögskolan, 2010. Sammanfattning jämte 6 uppsatser. Spikblad saknas</p>