Thesis (Ph.D.)--University of Western Australia, 2008.

Thesis (MTech (Quality (Faculty of Engineering)))--Cape Peninsula University of Technology, 2009. / Includes bibliographical references (leaves 95-106). Also available online.

Thesis (Ph. D.)--Graduate School of Management, University of Western Australia. / Title taken from title screen (viewed October 5, 2007). Includes bibliographical references (p. 355-383) and appendices.

We consider two broad categories of incentives by which a manufacturer can motivate its retailers to provide high customer satisfaction: 1) manufacturer assistance that reduces the retailer's cost of providing customer satisfaction (CS assistance); and 2) customer satisfaction index (CSI) bonus. We show that if a retailer has a long-term orientation, CS assistance is a more effective coordination mechanism that induces the retailer to expend more effort at customer satisfaction. However if the retailer has a short-term orientation, CSI bonus is a more effective coordination mechanism. We then show that a long-term retailed is more valuable to a manufacturer than a short-term oriented one. Finally, we show that the use of CSI incentives results in greater profits for both the manufacturer and the retailer.

Titel: Faktorer för långsiktiga relationer med hyresgäster - En jämförande studie mellan kommunala och privata bostadsföretag Nivå: Examensarbete för kandidatexamen i företagsekonomi Författare: Hannah Dage, Sandra Slydal Thomassen Handledare: Akmal Hyder Datum: 2015 - Maj Syfte: Syftet med studien är att jämföra kommunala och privata bostadsföretag i deras arbete med förtroende, engagemang och kundnöjdhet för att skapa långsiktiga relationer med hyresgäster. Metod: Studien har omfattat en kvalitativ metod. Semistrukturerade intervjuer har genomförts med tio respondenter från olika kommunala och privata bostadsföretag i östra Mellansverige samt en respondent från Hyresgästföreningen för att samla in data. Den insamlade datan har därefter presenterats och analyserats mot relationsmarknadsföring för att dra slutsatser om hur företagen arbetar med förtroende, engagemang, kundnöjdhet och långsiktiga relationer. Resultat & Slutsats: Studiens slutsatser visar att bostadsföretagen arbetar med förtroende och engagemang för att uppnå kundnöjdhet och relationer. Den visar att det finns fler likheter än skillnader i kommunala och privata bostadsföretags arbete med hyresgäster. Det har dock framkommit att inga av dessa bostadsföretag konkret arbetar för att bygga långsiktiga relationer med hyresgäster. Förslag till vidare forskning: Genom att det i studien framkommit att medverkande bostadsföretag inte arbetar specifikt för att bygga långsiktiga relationer med hyresgäster kan förslag till vidare forskning vara att undersöka om teorin övervärderar sambanden mellan förtroende, engagemang och kundnöjdhet för att uppnå långsiktiga relationer. Det genom att applicera studien på andra bostadsmarknader alternativt andra tjänsteutövande marknader för att se om relationsmarknadsföring är så pass relevant som teorin utvisar. Studiens bidrag: Studien har bidragit till forskning om relationer i bostadsbranschen och den visar en generell bild av att det finns fler likheter än skillnader mellan kommunala och privata bostadsföretag. Studien har visat att de kommunala och privata bostadsföretagen är likartade i deras arbete med hyresgäster. Den har även framhållit att faktorerna förtroende, engagemang och kundnöjdhet spelar en betydande roll i bostadsföretags arbete med att skapa relationer till hyresgäster.   Nyckelord: Engagemang, förtroende, kundnöjdhet, långsiktiga relationer / Title: Factors for long-term relationships with tenants - A comparative study between municipal and private housing companies Level: Final assignment for Bachelor Degree in Business Administration Authors: Hannah Dage, Sandra Slydal Thomassen Supervisor: Akmal Hyder Date: 2015 - May Aim: The purpose of this study is to compare municipal and private housing companies in their work with trust, commitment and customer satisfaction to create long-term relationships with tenants. Method: The study has involved a qualitative approach. Semi-structured interviews were conducted with ten respondents from various municipal and private housing companies in eastern central Sweden and one respondent from the tenant association to collect data. The collected data is then presented, analyzed and compared with relationship marketing for drawing conclusions. Result & Conclusions: It has emerged that the housing companies work with trust and commitment to achieve customer satisfaction and build relationships. It shows that there are more similarities than differences in the municipal and private housing companies' work with tenants. It also has emerged that none of these companies specifically works to establish long-term relationships with its tenants. Suggestions for future research: The study has revealed that participating housing companies doesn’t works specifically to build long-term relationships with its tenants. We therefore propose a further study to investigate whether the theory overestimates the relationships between trust, commitment and customer satisfaction to achieve long-term relationships. By applying the study to other housing markets, alternatively other service markets one could see if relationship marketing is as relevant as the theory shows. Contribution of the thesis: This study has contributed to research on relationships in the housing industry by showing there are more similarities than differences between municipal and private housing companies. The study has shown that the municipal and private housing companies is similar in their work with tenants. It also concludes that the factors trust, commitment and customer satisfaction play a significant role in housing companies to create relationships with tenants. Key words: Commitment, trust, customer satisfaction, long-term relationships

Made available in DSpace on 2014-12-17T14:52:42Z (GMT). No. of bitstreams: 1 ThatianeFMF_pre_textuais_ate_cap5.pdf: 930085 bytes, checksum: 345c675cc181764d147fabbc57705cf4 (MD5) Previous issue date: 2008-10-29 / This paper aims to investigate the factors that influence the satisfaction and fidelity of tennis?s users with the region southern city of Natal, capital of Rio Grande do Norte as the area of analyzing , using the national satisfaction index models as a tool to study. In this study was used the questionnaire as a tool for collecting data based on the new Norwegian customer satisfaction barometer model proposed by Johnson et. al. (2001). The data collection took place during the months of May and June 2008, when 450 tennis?s users were interviewed. The main results obtained by multiple regression analysis and logistic regression showed that the users' satisfaction with the tennis?s brand is influenced by the quality, comfort, material used in the manufacture and price, while fidelity is potentized by the image of the brand and the satisfaction degree with the user's tennis and with the brand of tennis. In relation to user satisfaction with the tennis, that satisfaction is influenced by the quality, comfort, weight and the material used, while fidelity is potentized by the satisfaction with the tennis?s brand, with the possibility of paying the same amount again and the emotional commitment. As the processing of claims there was no direct influence on satisfaction and consumers fidelity due to the low number complaints / Este trabalho tem como objetivo investigar os fatores que influenciam a satisfa??o e a fideliza??o dos usu?rios de t?nis tendo como ?rea de analise a regi?o sul da cidade de Natal, capital do Rio Grande do Norte, utilizando-se como ferramenta de estudo os modelos nacionais de ?ndice de satisfa??o. No presente trabalho foi utilizado o question?rio como instrumento de coletas de dados baseado no novo modelo Noruegu?s proposto por Johnson et. al. (2001). A coleta de dados ocorreu durante o m?s de maio e junho de 2008, onde foram entrevistados 450 usu?rios de t?nis. Os principais resultados obtidos pela regress?o linear m?ltipla e pela regress?o log?stica, revelam que, a satisfa??o dos usu?rios com a marca do t?nis ? influenciada pela qualidade, conforto, material utilizado na fabrica??o e pelo pre?o, enquanto que a fidelidade ? potencializada pela imagem da marca e pelo grau de satisfa??o do usu?rio com o t?nis e com a marca do t?nis. J? com rela??o ? satisfa??o dos usu?rios com o t?nis, esta satisfa??o ? influenciada pela qualidade, conforto, peso do t?nis e material utilizado, enquanto que a fidelidade ? potencializada pela satisfa??o com a marca do t?nis, com a possibilidade de pagar novamente o mesmo valor e pelo compromisso afetivo. Quanto ao tratamento de reclama??es verificou-se n?o haver influencia direta na satisfa??o e fideliza??o do consumidor devido ao baixo n?mero reclama??es

This thesis investigates a generalisable cross-cultural model for brand loyalty by integrating extant theories of personal cultural orientation (of individualism and collectivism), self-congruity (actual, ideal, social, and ideal social self-congurity), customer satisfaction, attitudinal brand loyalty, and behavioural brand loyalty. Creating brand loyalty is a key branding issue in modern marketing. Brands are faced with the challenge of building, maintaining, and increasing their capacity to drive customer loyalty across borders with consumers of different cultures. Notwithstanding the growth of culturally centered brand loyalty research, the focus of research today continues to be on cross-cultural differences, often overlooking the generalisable cross-cultural path to consumer brand loyalty. This study instead addresses this overlooked topic of cross-cultural generalisabilities across nations. To assess the cross-cultural generalisability of the conceptual model, survey data from a non-student sample were collected from middle-class, Generation Y individuals of the relevant nationality who have always lived in China, Singapore, or the United States. After performing data cleaning procedures, 541 usable responses from three countries were analysed with the use of the SEM model. The findings show that the personal cultural orientation of collectivism has a positive effect on behavioural brand loyalty through ideal social self-congruity, customer satisfaction, and attitudinal brand loyalty. These findings extend brand loyalty research by considering how an individual’s personal cultural orientation impacts brand loyalty. Moreover, the findings offer marketers increased insight into consumers’ brand loyalty formation process in cross-cultural contexts. The limitations of the study and suggestions for future research are also presented.

The continuous development and expansion of online-banking have significantly changed the way of conducting banking errands. The traditional bank is gradually perishing as online-banking takes over, leading customers and banks to acquire new ways of communicating. Self-service technology and customer needs have changed the relationship between banks and their customers from physical to digital. Online-banking relationships were established to create interest for long-term relations to avoid the cost of acquiring new customers. How service quality factors within online-banking affect customer satisfaction have become relevant to study as it contributes to a bank’s performance. Where the performance increases the chances of competitive advantages such as a bigger market share and long-term success in the banking industry. The purpose of this thesis is to explain how service quality within online-banking affects customer satisfaction, using service quality factors from the e-SERVQUAL, SSTs and TAM. A quantitative method based on relevant theories were used through a positivistic and a deductive research approach in order to test the study hypotheses. The result of this study is based on 110 respondents. The result presents a positive relationship between service quality and customer satisfaction, as Technology and Fulfilment contributed the most and Reliability the least to customer satisfaction.

Abstract Background: The quality of service is considered as an essential component in any service industry. It has been evolved in service marketing and has often been used in other research fields and sectors. Further, researchers have emphasized the importance of measuring the quality dimensions over years and in various industries in order to manage it. Also, they have proposed that enhancing the quality of services enhances customer satisfaction and loyalty, in turn that will enable the service provider to meet the changes and challenges in its business environment. Purpose: Based on listed companies’ perception at Nasdaq Stockholm OMX, the study seeks to evaluate the service quality provided by accounting firms in Sweden and determine the situation of its dimensions, as well as to explore their direct impact on the client satisfaction and client loyalty. In addition, the study utilizes the SERVPERF model to measure the service quality’s dimensions. Approach/methodology: To achieve the purpose, the study conducts a deductive and quantitative approach with explanatory purpose. Also, the data has been collected based an online questionnaire. It was sent to 450 listed companies at Nasdaq Stockholm OMX, resulting in a sample of 58 respondents. The analysis has been conducted based on regression analysis. Result/discussion: the research presents and discusses the result based on two hypotheses groups separately. The first hypotheses group regarding the impact of service quality and its dimensions on customer satisfaction. The second hypotheses group concerning the impact of service quality and its dimensions on customer loyalty. Originality: To the researcher’s knowledge this study is considered as a first attempt using a multi-dimension scale to assess the service quality of the accounting firms in Sweden based on the perception of Swedish listed companies.

Background: The number of acquisitions is continuously increasing andthey are often an important source for competitive advantage. Meanwhile, acquisitions can be a hazardous investment and many do not succeed in creating the expected value. When seeking value creation, corporations can occasionally rebrand in the company. However, the challenges associated with corporate rebranding are sometimes inevitable. Therefore, a developed understanding of the challenges associated with corporate rebranding is required by investigation. Purpose: The purpose of the research is to investigate the corporate rebranding, from the aspect of customer satisfaction, brand equity and customer mindset. Moreover, the relationship between customer satisfaction, customer loyalty and brand equity will be examined. Execution: A quantitative research method is applied where empirical data is collected through structured interviews with customers of Circle K. The findings will be utilised for the data interpretation and analysis, as well as for the conclusion of the research. Conclusion: Rebranding does not result into a negative customer mindset or brand equity. However, the research shows that the rebranding has a positive influence on the customer satisfaction, and that there is a positive relationship between customer satisfaction and loyalty. In turn, the customer loyalty is proven to affect the brand equity positively. The customer satisfaction of the new brand decreased compared to the original brand. Conversely, the difference in customer loyalty between the original and new brand cannot be proven and therefore there is no negative connection between loyalty to the original brand and loyalty to the new brand.