Regardless of the popularity of B2C e-commerce, trust is a main barrier impeding success of online shopping. In fact, a lack of trust discourages consumers from making purchases over the Internet. Previous research was set out to address this issue; however, the findings were benefited by academia rather than by e-vendors, and this becomes the gap in this topic. This research was aimed to develop guideline to foster consumer trust and purchase intention to shop online for e-vendors. It was achieved by using mixed methods: quantitative and qualitative studies. In the quantitative study, an online survey was created as an instrument for capturing attitude of consumers related to trust in B2C e-commerce in a global scale. The survey data was then collated and analysed with structural equation modelling (SEM). The findings from the quantitative study were subsequently confirmed with the qualitative study, which was accomplished by conducting focus group analysis. Interpretive analysis was used to analyse the data captured from the focus groups. Also, new findings were identified in this study to further enhance consumer trust. By comparing the findings from both quantitative and qualitative studies, contribution of this research is to enable e-vendors to foster trust in B2C e-commerce based on three aspects: e-vendor's elements, affiliating parties and e-vendor's record. For e-vendor's elements, this research identifies that privacy should be provided to consumers; secure transactions, secure servers and sophisticated authentication systems should be supported; e-commerce websites should be well-designed; consumers' request should be honoured; privacy statements, trusted seals and return policies should be made available on e-commerce websites; online communities should be incorporated; proof of real business should be easily identified; and, e-vendors should establish good communication with their potential customers. For affiliating parties, this research finds that e-vendors should associate with financial intermediaries and trusted third parties to further gain trust from consumers. Finally, for e-vendor's record, this researc h reveals that e-vendors should maintain good relationships with their customers in order to build good business records that potentially encourage more consumers to make purchases with them. In addition, the contribution to the body of knowledge from this research is a new direction of how to address trust issues in B2C e-commerce, which can be further explored in the future.

Utvecklingen av internet och sociala medier har gjort att företag tvingas tänka nytt kring marknadsföring och varumärkesbyggande. Dagens konsumenter använder sig av flertalet mediala kanaler för att knyta an till varumärken, och allt fler företag väljer således att använda sig av sociala medier i marknadsföringssyfte, såsom Facebook och Instagram. Genom dessa forum skapas nya möjligheter för företag att bygga relationer till sina konsumenter samt att skapa en gemenskap kring varumärket. Social medier kännetecknas bland annat av sin förmåga att skapa interaktiv kommunikation. Att förstå och dra nytta av konsumenters interaktion på nätet anses för företag vara strategiskt viktigt. Denna uppsats behandlar den interaktion som sker mellan ett företag och konsument, och hur interaktionen eventuellt påverkar ett företags varumärkeskapital.

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Depuis des décennies, la seule obsession de la stratégie organisationnelle des entreprises est de pouvoir fidéliser les consommateurs en les incitants à acheter le produit ou service qu’ils offrent afin de pouvoir améliorer leurs performances financières. Les réseaux sociaux vont transformer en profondeur le fonctionnement organisationnel des entreprises. Les réseaux sociaux dévoilent la structure organisationnelle d'une entreprise car ils sont également les porteurs d'information « confidentielles » livrées sans réserve par des employés peu discrets. Les RS sont une force puissante avec lesquelles les entreprises doivent dorénavant composer, à l’heure où beaucoup d’entre elles tentent de se réinventer et de se projeter dans un monde en pleine mutation. D’après Stéphane Hugon, 2012, Le digital est le révélateur d’une transformation de la société. Les jeunes sont dans le court, l’intense ; une temporalité qui colle aux outils comme les réseaux sociaux. Ces transformations impactent directement la culture du travail et sa structure organisationnelle. / For decades, the only obsession of organizational business strategy is to build consumer loyalty to justify the buying intention of the product or service they offer in order to improve financial performance. Social networks will fundamentally transform the organizational functioning of companies. Social networks unveil the organizational structure of a company because they are the holders of "confidential" information delivered unreservedly by little discreet employees. Social Media is a powerful force / tool, which companies must now deal with, at a time when many of them are trying to reinvent themselves and to plan for a changing world. According to Stéphane Hugon, 2012 the digital world is a hint of a transformation in our society. Young people are more oriented to the just in time, instant information and the intensity if the new era; a temporality that sticks to tools such as social networks. These changes directly influence the work culture and organizational structure.

This thesis is focused on the e-commerce in tourism, current trends associated with the development of technologies used in e-commerce in tourism and the application of new technologies in online selling of packages holiday. The first chapter is focused on e-commerce in tourism in general. The second chapter is focused on 6 most used B2B and B2C systems for travel agencies and on their comparison. The third chapter is focused on the phenomenon of german packages being sold by czech travel agencies in Czech republic.

Customers are no longer what they use to be in the past, they are now highly educated, more specialized and more highly influenced by global culture than ever before. For businesses to be able to win the heart of customers, they need to do extra because these customers are the pillar that holds the organizations. One of the method to achieve this is called Customer Relationship Management (CRM). The focus of CRM is about managing customer knowledgem to better understand and serve them. The purpose of this study is to explore how e-business organizations use CRM in a B2C setting, and we did that from online fashion retail companies' perspectives. Our study has explored how how CRM objectives are described and how CRM is managed. To answer these questions, relevant literature was reviewed which resulted in a conceptual framework that guided the data collection. We carried out a multiple-case study with two fashion retail companies, one located in the UK, and the other in Sweden. Data was collected through a telephone interviews with high positioned employees who have experience working with CRM and related subject.

Uppsatsen avser att undersöka, beskriva och analysera hur kvinnor och män upplever kvaliteten av ICAs kundklubb. Genom att studera detta kan företaget ICA få information om hur de ska ta hänsyn till genusperspektivet när de sätter samman och marknadsför kundklubbserbjudanden. Den genomförda studien bygger på en kvantitativ enkätundersökning som är besvarad av 50 stycken respondenter som är medlemmar i ICAs kundklubb.Studien visar att kvinnorna upplever en högre kvalitet av ICAs kundklubb än vad männen gör. Detta för att männen inte tar del av de förmåner som erbjuds från kundklubben i lika stor utsträckning som kvinnorna. Därför bör företaget anpassa utskicken beroende på om budskapen riktas till kvinnorna eller männen. Detta för att bättre lyckas behålla relationerna med kunderna under en längre tid.

Konsumentens roll har förändrats. Hon har gått från att ha varit en ständigt utsatt mottagare av företags budskap till att bli en inflytelserik individ med förmåga att påverka och ställa krav. Hennes nya krav innebär att företag tvingas förändra sin syn på kommunikationen som en monolog från företag till konsument, till att behandla den som en dialog mellan de två parterna. Trots att kravet på dialog kommit från konsumenten måste företag motivera dagens upptagna konsument till att delta i dialogen för att denne ska lägga tid på att engagera sig i denna. Sådan problematik utspelas bland annat i sociala nätverk. Denna studie behandlar det sociala nätverket Facebook. Med en kvantitativ ansats testas, med stöd från tidigare studier, ett antal hypoteser som undersöker vilka motiv som motiverar en konsument till att besöka ett företags facebooksida, aktivt använda sig av ett företags facebooksida, samt vilka motiv som motiverar konsumenten till att föra en dialog med företaget på en facebooksida. Resultatet av denna studie visar att olika typer av motivation uppmuntrar olika typer av kommunikativt beteende hos konsumenten. Det visade sig att en hög grad av motiven att vilja bli underhållen och att vilja få information hänger samman med att en konsument blir benägen att besöka ett företags sida på Facebook. Vidare kunde konsumentens innehav av motiven att vilja få information, vilja kommunicera med andra och vilja bygga upp en identitet förklara konsumentens benägenhet att aktivt använda sig av ett företags facebooksida. Likaså visade sig viljan att kommunicera med andra och viljan att skapa sig en identitet motivera konsumenten att delta i en dialog med ett företag på Facebook. För att engagera konsumenten till att hålla en fullständig dialog på Facebook bör företag alltså tillgodose behov om social interaktion och identifikation genom sin facebooksida.

Although many businesses invest on e-commerce, some managers still have a mystery which setting up e-commerce website is almost the same as e-commerce. However, they do not spent extra time, money, and labors. The mistake is doomed to failure on e-commerce. The businesses operate e-commerce and a series of operational activities include inbound logistics, operations, outbound logistics, marketing and sales, and services must be implemented. The operational activities must be linked together tightly and implement carefully. By value chain, the study measures the implementation of e-commerce companies whether integrates every series of operational activities to enhance the value of products and create competitive advantage. Many studies discuss about how top managers should play a key role as business enterprises import a new information system, but few of them focus on top management support. The attitude and support of top manager will result in the success or failure. The study also found that manager¡¦s attitude and internet industry are the important factors of profit, and these will affect the top management support. If the business enterprises spent sufficient resources and effort in e-business processes and top managers support in action, we believe that staffs will try their best to achieve organizational goals

Online shopping is becoming more popular in recent decades and there is certainly a variety ofvariables contributing to keeping customers interested in shopping online. Based on research inthe business-to-business setting we proposed four variables including security, communication,product and personalization that influence the relationship quality. The purpose of this study isto investigate whether these variables have impacts on business-to-consumer relationshipquality and explore their practical implications, and then suggest how companies enhance theircustomer relationship. The variables’ effects are empirically tested through regression analysiswith data obtained from questionnaire. The results show that four variables positively influencethe B2C relationship quality, but they have different effects in different companies.Additionally, we make practical recommendations by using Tmall and JD.com as case studies.