La presente investigación busca entender el impacto del uso de la tecnología de las empresas de seguros a través de la interacción digital con el cliente, y cómo se genera lealtad electrónica a partir de la confianza y satisfacción que puede generar la aplicación de estas tecnologías en el usuario. De acuerdo con diversas investigaciones y publicaciones, es posible identificar la incidencia que tiene la tecnología sobre la confianza y satisfacción de los usuarios en un entorno digital. Se pretende confirmar el impacto de las diferentes características de la tecnología y sus herramientas sobre la experiencia del usuario y la creación de confianza y satisfacción. / This research seeks to understand the impact of the use of technology by insurance companies through digital interaction with the customer, and how e-loyalty is generated from the trust and satisfaction that the application of these technologies can generate in the user. According to several researches and publications, it is possible to identify the impact that technology has on the trust and satisfaction of users in a digital environment. It is intended to confirm the impact of the different characteristics of technology and its tools on the user experience and the creation of trust and satisfaction. / Trabajo de investigación

Aim: The aim of the study is to examine which factors affecting hotel brand loyalty among Swedish leisure- travelers are the most central. Previous studies regarding hotel brand loyalty are lacking on the Swedish market, and therefore a research gap has been identified. The aim of the study is to be helpful regarding creating loyalty in the hotel industry. Method: The study has been conducted according to a qualitative research method using semi-structured interviews. The interviews have been transcribed and analyzed using an inductive, thematic analysis. The result is presented in a figure.  Results and conclusions: The authors found that brand trust, brand image, consumer satisfaction and perceived value were the most central factors that affected hotel brand loyalty positively. Brand attitude, perceived quality and brand personality did not have a noticeable effect on hotel brand loyalty. Contribution of the thesis: The study contributes to increasing the knowledge of hotels for Swedish leisure-travelers regarding how they can create loyalty towards their brand.  Suggestions for future research: The authors have identified three suggestions for future research. 1. Research how much the different factors affect brand loyalty and rank them. 2. Examine what liaison brand trust, consumer satisfaction and brand loyalty have. 3. Conduct a further developed study on brand attitudes and brand loyalty.

In March 2020, Tom Hanks announced he had contracted COVID-19 while shooting the Elvis Presley Biopic in Australia. On Instagram, he encouraged fans to take the disease seriously and be aware of how severe of a disease it was. Character brands and nostalgia have been found to foster trust in products and encourage relationships with those brands. Using the lens of nostalgia and uses and gratification to examine Tom Hanks as a character brand, the researcher analyzed five blockbuster films with Tom Hanks as the lead character. The study used narrative thematic analysis to observe Hanks and the depictions of character identity, trauma, mortality, affectional emotion, memory, and catharsis in these films. The goal was to better understand how nostalgia might contribute to brand trust between the audience and the celebrity.

Syftet med studien är att undersöka konsumenters förtroende för modevarumärken och hur deras köpbeslut påverkas av varumärken som tillämpar virtuella influencers (VIs) i sin marknadsföring på sociala medier i Sverige. En kvantitativ metod med deduktiv ansats har tillämpats, där en webbenkät distribuerades till svenska studenter vid Textilhögskolan i Borås i åldrarna 20–35 år och användes för att samla in data. Den virtuella influencern Lil Miquela användes som en fallstudie i enkäten med syfte att fördjupa sig i fenomenet och bedöma dess påverkan på konsumentbeteende och förtroende. Studien visar att VIs har en påverkan på konsumenters förtroende för varumärken. Viktiga fynd tyder på att VIs, särskilt exemplifierat av Lil Miquela, påverkar konsumenters förtroende när upplevd autenticitet, mänskliga egenskaper och känslomässig koppling ökar. Varumärken bör därför fokusera på att göra sina VIs mer mänskliga för att öka förtroendet och potentiellt lojaliteten. Studien visar även att VIs påverkar konsumenters köpbeslut, men för en positiv påverkan krävs en känslomässig koppling, mänskliga attribut, samt varumärkesförtroende hos VIs. Dessa insikter betonar potentialen hos VIs att påverka konsumenters uppfattningar och förtroende, vilket ger värdefulla implikationer för marknadsföringsstrategier som involverar VIs. / The purpose of the study is to investigate consumers’ trust in fashion brands and how their purchase decisions are influenced by brands that apply virtual influencers (VI) in their marketing on social media in Sweden. A quantitative method with a deductive approach has been applied, where an online survey was distributed to Swedish students at the University of Textiles in Borås aged 20-35 and used to collect data. The VI Lil Miquela was used as a case study in the survey with the aim of delving into the phenomenon and assessing its impact on consumer behavior and trust. The study shows that VIs has an impact on consumers’ trust in brands. Key findings suggest that VIs, particularly exemplified by Lil Miquela, influence consumer trust as perceived authenticity, human characteristics, and emotional connection increase. Brands should therefore focus on making their VIs more human to increase trust and potentially loyalty. The study also shows that VIs influence consumers’ purchase decisions, however for a positive influence an emotional connection, human attributes, and brand trust with VIs is required. These insights emphasize the potential of virtual influencers to influence consumer perceptions and trust, providing valuable implications for marketing strategies involving VIs.

Cette thèse étudie la perception de la marque vieille par les consommateurs selon une perspective anthropomorphique de la marque (perception et stéréotypes des personnes âgées). La marque perçue vieille est appréhendée en fonction des caractéristiques qui lui sont associées. Elle est multidimensionnelle et ambivalente (positive ou négative). Cinq études sont menées dans cette recherche. Une étude qualitative exploratoire (étude 1), nous conceptualisons et définissons la marque perçue vieillie, identifions ses dimensions, ses conséquences et ses modérateurs. Trois études quantitatives (études 2, 3 et 4), nous construisons un outil de mesure composé de quatre dimensions : expertise, déclin, intemporalité et entretien. Une étude quantitative (étude 5), nous testons un modèle intégrateur et les hypothèses de la recherche. Les dimensions de la marque perçue vieille ont des effets significatifs sur la nostalgie du consommateur, l’attachement à la marque et la confiance dans la marque. Ces relations sont modérées par l’orientation temporelle vers le passé et l’âge du consommateur, ainsi que le type de vieillissement de la marque (positif versus négatif) / This doctoral dissertation examines the perception of the old brand by consumers from an anthropomorphic perspective of the brand (perception and stereotypes of the elderly). The brand perceived as old is apprehended according to the characteristics associated with it. It is multidimensional and ambivalent (positive or negative). Five studies are conducted in this research. In study 1 which is an exploratory qualitative study (study 1), we conceptualized and defined brand perceived oldness, identified its dimensions, its consequences and moderators. Following that, three quantitative studies (studies 2, 3 and 4) were carried out in which we built a measurement scale consisting of four dimensions: expertise, decline, timelessness and maintenance. Finally, a quantitative study (study 5) was executed to test an integrative model and research hypothesis. The brand perceived oldness dimensions have significant effects on consumer’s nostalgia, brand attachment, and brand trust. These relationships are moderated by consumer’ temporal orientation towards the past and age, and by the type of brand oldness (positive versus negative)

How and what companies publishes on social media have become more important. Different types of post generate different type of effects and if companies want to create brand loyalty and brand trust they must take this in consideration. Consumers want to be reached by content that is personal, they also want to feel that the companies deliver something of value. Content marketing deals with this aspect and focus on helping, informing and entertaining the recipients. This study examines informative, personal and entertaining posts and how they affect brand trust and brand loyalty. A quantitative method have been used in this study and a survey was used to gather data. 150 respondents answered the survey and the data was analysed with a bivariate and multivariate method in the statistic programme SPSS. The result of the study show that all three types of posts are important to use if companies publish posts on social media. The study contributes with knowledge of informative, personal and entertaining post and what effect they have on brand trust and brand loyalty. Informative and personal types of post have a significant and positive effect on brand trust. Brand loyalty is affected by all three types of post and the effects is positive. / Hur och vad företag publicerar på sociala medier har blivit allt viktigare. Olika typer av inlägg genererar olika effekter och vill företag skapa varumärkestillit och varumärkeslojalitet måste de ha detta i beaktande. Konsumenter vill bli nådda av innehåll som känns personligt och känna att företagen levererar något värdebringande. Innehållsmarknadsföring behandlar denna aspekt och fokuserar på att hjälpa, informera och underhålla mottagarna. Denna studie undersöker typerna av inlägg, informerande, personliga och underhållande och hur de påverkar varumärkestillit och varumärkeslojalitet. I studien har en kvantitativ metod använts och en enkätundersökning användes för att samla in data. 150 respondenter besvarade enkäten och data analyserades därefter med en bivariat analys samt multivariata analyser i statistikprogrammet SPSS. Studiens resultat visar att alla typerna av inlägg är viktiga att använda om företag publicerar inlägg på sociala medier. Studien bidrar med kunskap om vilka effekter informerande, personliga och underhållande inlägg har på varumärkestillit och varumärkeslojalitet. Informerande och personliga inlägg har en signifikant och en positiv effekt på varumärkestillit. När det gäller varumärkeslojalitet anses alla tre typerna av inlägg vara signifikanta samt att de har en positiv effekt på varumärkeslojalitet.

El siguiente estudio será realizado con la finalidad de poder dar a comprender la relación que existe entre la imagen de marca y la confianza de marca con respecto a la intención de compra por parte de los consumidores en el canal online. Este estudio se encuentra enfocado en la categoría de dispositivos tecnológicos; como celulares, laptops y televisores. El público objetivo al cual se dirige el trabajo está conformado por hombres y mujeres, pertenecientes a los NSE A y B de 20 a 35 años que residan en Lima Metropolitana. El primer objetivo de este estudio es conocer qué es lo que los jóvenes consumidores de dispositivos tecnológicos tienen en cuenta al momento de hacer una elección de producto. Respecto a este objeto de estudio, la finalidad es entender todo el procedimiento que existe entre la necesidad de adquirir un producto y la intención que tiene el consumidor de adquirirlo. Además, se evidenciará de forma general el proceso de la decisión de compra en el sector de dispositivos tecnológicos. Para poder adquirir toda la información anteriormente mencionada, la herramienta que se utilizará es una encuesta virtual. Estas encuestas serán realizadas a una muestra de 400 personas vía correo electrónico y Facebook. Toda la data obtenida será analizada a través del software estadístico SPSS. / The following study will be carried out in order to be able to understand the relationship that exists between brand image and brand trust and its impact on the purchase intention of consumers in the online channel. This study is focused on the category of technological devices; like cell phones, laptops and televisions. The target audience, which the investigation is directed to, is conformed by men and women, who belong to the socioeconomic level A and B from 20 to 35 years old and reside in Metropolitan Lima. The first objective of this study is to know what elements young consumers of technological devices consider to choose a product. In relation to this object of study, the purpose is to understand the entire procedure that exists between the need to acquire a product and the consumer's intention to acquire it. In addition, the purchase decision process will be evidenced in a general way in the technological devices sector. In order to acquire all the information mentioned above, the tool that will be used is a virtual survey. These surveys will be conducted on a sample of 400 people via email and Facebook. All the information obtained will be analyzed through the SPSS statistical software. / Trabajo de investigación

El presente trabajo tiene como principal objetivo dar a conocer e investigar la relación que existe entre la autenticidad de marca, confianza en la marca y valor percibido con la intención que tienen los consumidores de comprar bebidas no alcohólicas. Además, se identificará la relevancia, los alcances y las limitaciones que se puedan encontrar dentro del mismo, en el contexto actual peruano. Como parte de la investigación se expondrán las características más relevantes de cada una de las variables en mención que influyen en el consumidor al momento de querer realizar una compra de bebidas no alcohólicas. Asimismo, se mostrarán los cambios y crecimiento que ha venido teniendo esta categoría en el mercado peruano. Para ello, a partir de la información recaudada en las distintas investigaciones encontradas, he podido identificar los papers con mayores semejanzas a mi tema y poder comprender el valor que tienen las variables elegidas en el proceso de decisión de compra. / The main objective of this work is to publicize and investigate the relationship between brand authenticity, brand trust and perceived value with the intention of consumers to buy non-alcoholic beverages. In addition, it will identify the relevance, scope and limitations that can be found within it, in the current Peruvian context. As part of the research, the most relevant characteristics of each of the variables mentioned that influence the consumer when they want to make a purchase of non-alcoholic beverages will be exposed. Likewise, the changes and growth that this category has had in the Peruvian market will be shown. To do this, from the information collected in the different investigations found, I have been able to identify the papers with the most similarities to my topic and be able to understand the value of the variables chosen in the purchase decision process. / Trabajo de investigación

Influencers har idag ett stort inflytande på konsumenter vilket, till viss del, blivit avgörande för företag. Det förekommer mer frekvent att influencers även skapar egna grundade varumärken. Denna studie har utgått från fyra svenska influencers som har ett eget grundat varumärke. Dessa influencers och deras varumärken är Therése Lindgren (Indy Beauty), Katrin Zytomierska (Clean Eating), Rebecca Stella Dion (Rebecca Stella Beauty) och Alice Stenlöf (A-dsgn). Studien syftar till att undersöka hur en influencers skandal påverkar deras eget grundade varumärke på Instagram. Detta undersöktes med hjälp av två kvantitativa metoder. Den första metoden, digital datainsamling, analyserade antalet gilla-markeringar och antalet kommentarer på varumärkenas Instagram. Studien undersökte sedan individers agerande gentemot influencernas varumärke genom en kvantitativ enkätundersökning. Resultatet som framkom var att medelvärdet för gilla-markeringarna minskade för tre av fyra av varumärken efter skandalen. Medelvärdet för kommentarer minskade för ett av fyra varumärken. Resultatet från enkätundersökningen visade att respondenterna aktivt tog avstånd från att gilla varumärkets inlägg på Instagram efter skandalen. Den främsta anledningen till detta var att de inte ville stötta influencers förens de såg en förändring i influencerns agerande. Respondenterna ville även motta en offentlig ursäkt från influencern innan de var beredda att förlåta influencern. / Today influencers have a great influence on consumers, which to some extent, has become crucial for companies. It is more common for influencers to also create their own established brands. This study has been based on four Swedish influencers that have their own established brand. These influencers and their brands are Therése Lindgren (Indy Beauty), Katrin Zytomierska (Clean Eating), Rebecca Stella Dion (Rebecca Stella Beauty) and Alice Stenlöf (A-dsgn). The study aims to investigate how an influencer's scandal affects their own founded brand on Instagram. This was investigated using two quantitative methods. The first method, cross-sectional study, analyzed the number of likes and the number of comments on the brands Instagram. The study then examined respondents’ actions online towards the influencers brand through a quantitative survey. The result showed that the average number of likes decreased after the scandal for three out of four influencer brands. The average number of comments decreased for one out of four brands. Moreover, the results from the survey revealed that the respondents actively choose not to like posts from influencer brands on Instagram after the scandal. The main reason for this was that the respondents did not want to support influencers until they were convinced the influencers had changed their behaviors and actions. Furthermore, the respondents also wanted to receive a public apology from the influencer before they were prepared to forgive the influencer.

La categoría de supermercados en Perú resulta importante para el consumidor peruano, pues es un canal de compra vigente pese a la pandemia generada por Covid-19. Por ello, el objetivo de esta investigación es estudiar las posibles relaciones y efectos de las variables brand image, brand trust, perceived value y customer satisfaction en relación a repurchase intention en la categoría mencionada. Asimismo, este estudio se lleva a cabo debido a que se desea evaluar a las variables en conjunto y en un contexto peruano, ya que se considera que será un aporte significativo para mejorar el vínculo entre el shopper peruano y la categoría de supermercados. Además, en este estudio, por el momento, solo se considerarán 5 variables en la categoría. Sin embargo, no se descarta la posibilidad de otros factores que puedan influir en los futuros hallazgos. Luego de la revisión bibliográfica, se identificaron autores como Kim y Chao (2019) enfocados en el estudio de las variables brand image y brand trust; Slack, Singh y Sharma (2020), centrados en investigar al customer satisfaction y perceived value en los supermercados. Por último, Oyedele, Saldivar, Hernandez y Goenner (2018), orientan su investigación hacia repurchase intention. Según los autores mencionados, se propone que la metodología de la investigación se realice mediante el análisis de regresión y correlación en SPSS. Cabe mencionar que la implementación de encuestas con preguntas con escala de Likert se ha reconocido como parte de estas metodologías, por lo que se evaluará su posible uso en este estudio. / The supermarket sector in Peru is important for the Peruvian consumer, as it is a current purchase channel despite the pandemic generated by Covid-19. Therefore, the objective of this research is to study the possible relationships and effects of the variables brand image, brand trust, perceived value and customer satisfaction in relation to repurchase intention in the aforementioned category. Likewise, this study is carried out because we want to evaluate the variables as a whole and in a Peruvian context, since we consider that it will be a significant contribution to improve the link between the Peruvian shopper and the supermarket category. Furthermore, in this study, for the time being, only 5 variables in the category will be considered. However, the possibility of other factors that may influence future findings is not ruled out. After the literature review, authors such as Kim and Chao (2019) were identified, focused on the study of the variables brand image and brand trust; Slack, Singh and Sharma (2020), focused on investigating customer satisfaction and perceived value in supermarkets. Finally, Oyedele, Saldivar, Hernandez and Goenner (2018), focus their research on repurchase intentions. According to the mentioned authors, it is proposed that the methodology of the research be carried out through regression and correlation analysis in SPSS. It is worth mentioning that the implementation of surveys with Likert scale questions has been recognized as part of these methodologies, so their possible use in this study will be evaluated. / Trabajo de investigación