This study examines how consumers perceive the overall quality and similarity/fit of the brand extensions (Nike camera, Nike socks, and Nike golf balls) in relation to the original brand (Nike athletic shoes) and how these perceptions influence their attitudes towards the extensions. The researcher proposes that the perceived overall quality of the brand extensions will be congruent to that of the original brand and that the attitude towards the brand extensions will be favourable only when there is a perceived similarity/fit between the brand extensions and the original brand. In order to get these insights, the study surveyed 147 undergraduate and postgraduate students from the University of the Western Cape across all faculties. A non-probability convenience sampling method was used to access respondents. To collect data, qualitative and quantitative methods were employed using a questionnaire which consisted of open-ended and closed-ended questions in the form of free associations technique and 5-point Likert scales. The data gathered was analysed by means of descriptive statistics and Spearman correlation coefficient. The findings indicate two things. (1) respondents only perceived Nike socks' overall quality to be congruent to the original brand, Nike athletic shoes. (2) respondents only perceived Nike socks to be strongly similar to the original brand, Nike athletic shoes. / Magister Commercii - MCom

The landscape of banking has changed drastically over the past two decades. Client loyalty is key for banks to stay relevant and deliver sustainable growth. In that context the objective of this research is to identify the main factors that determine client loyalty of small to medium sized businesses to banks and to rank these according to importance. The purpose of the study is using management information systems to determine the client loyalty drivers in SMEs within the banking industry as well as ranking them according to the level of importance. The study defines and provides a broad overview of the different concepts. It further provides an overview of the banking industry and casual factors driving the need to focus on client loyalty. A high-level overview of SMEs are also covered The current problem statement has a look at the various areas of concern to the banking industry such as high level debt ratios, weak corporate demand, and more The research methodology; objectives; design; scope; significance and the limitations of the study are outlined. Obtaining high levels of client loyalty remains a challenge for banks; failing, places banks at risk and hampers their ability to grow. MIS is the main enabler in understanding client loyalty, tracking client behaviour and changing needs. For this purpose a questionnaire was employed to obtain a deeper understanding of what drives client loyalty. A secondary source of information incorporated into the study is recent surveys done by KPMG, Accenture, Ernest & Young, and others. The model currently used by banks is based on the net promoter system. Client satisfaction, and Relationship and Service Quality are factors that get measured and incorporated in the net promoter system. Other factors that showed relevance and impact on client loyalty are Product Quality, Skills/EQ and Corporate/brand image. The researcher aims to explain the effect and influence the aforementioned have on client loyalty as well as rank these in order of importance in small to medium-sized business banking clients in South Africa. Primary data has been used in this study complemented by secondary data. A quantitative method has been adopted for this study. The techniques employed are: Frequency, Reliability (including the mean, standard deviation & Cronbach’s Alpha coefficient) and the Spearman Rank Order Correlations. The sample consisted of SMEs in Johannesburg Central Region and 200 questionnaires were distributed to conveniently selected SMEs out of a total population of 550. Sixty one (61) SMEs responded resulting in a 31% response rate. The study evidenced that the factors listed are interlinked and have an influence on client loyalty. The study has also demonstrated that the link between customer loyalty and true sustainable organic growth is well established. Limitations of the study are discussed. The researcher also recommends that a management information system be employed; that the study be extended to include large and corporate business and that the framework be broadened to include trust, product/channel, skills/EQ and brand/image. / MBA, North-West University, Potchefstroom Campus, 2014

美國每年都有企管顧問公司或是商業雜誌公佈全球最具價值的品牌，例如Interbrand與商業週刊的聯合調查在2004年調查計算各品牌的價值中，可口可樂雄居價值最高的10大全球品牌之首（674億美元），其後是微軟Microsoft（650億美元）、IBM（538億美元）、通用電氣GE（441億美元）、英代爾Intel（335億美元）、迪士尼Disney（271億美元）、麥當勞McDonald（250億美元）、諾基亞Nokia（240億美元）、豐田Toyota（227億美元）以及萬寶路Marlboro（221億美元）。而2004年末2005年初，世界大型企業併購趨熱。甲骨文公司（Oracle) 併購仁科公司(Peoplesoft) 交易總額價值達103億美元、寶潔公司以高達570億美元併購吉列公司和美國西南貝爾通訊公司(SBC)以160億美元收購美國電話電報公司（AT&T)等一系列交易，都充份展現出企業在購併時，品牌價值的重要性。 品牌對於企業而言，不單只是區隔與其他公司的差別，還是一個企業在消費者心中的形象、承諾、品質、經驗的集合體。研華自創立以來便積極朝向自由品牌的建立，所以在今年進入了台灣十大國際品牌，是相當值得雀躍的事。然而，為了讓研華的品牌在未來不只能夠保持前十大，更要在相較於其他品牌的進步更為突出，因此，本研究結合Aaker 與Keller 以及諸位品牌學者提出之架構，試圖釐清分析出在研華科技亮麗的品牌背後，研華採取的品牌識別與品牌打造行銷策略及其所隱含的思維與目的，希望將此經驗以系統性的理論架構做出整理，重新詮釋研華的品牌打造計畫，萃取出品牌經營的關鍵因素與策略，並給予其未來計畫建議。 本研究以研華科技為個案對象，目的共計有以下幾項： 1.釐清研華自我品牌識別(Brand Identity)與顧客對於研華品牌形象(Brand Image)之間的差距，本研究將結合Aaker與Keller等學者之理論加以探討。 2.探討對研華科技品牌打造計畫（Brand Building Program）之內、外部影響因素。 3.透過個案研究的過程，給予研華實質建議，並建立屬於研華的品牌識別系統與品牌打造計畫。 關鍵字： □ 工業電腦 (Industrial PC, IPC) □ 品牌識別 (Brand Identity) □ 品牌形象 (Brand Image) □ 品牌打造計畫 (Brand Building Program)

Submitted by Benjamin Rosenthal (benjamin.rosenthal@fgv.br) on 2014-04-07T12:41:16Z No. of bitstreams: 1 tese para depósito.pdf: 2068891 bytes, checksum: ba0ae7bd915046b5ba93e4f351e94da4 (MD5) / Approved for entry into archive by Vera Lúcia Mourão (vera.mourao@fgv.br) on 2014-04-07T16:08:50Z (GMT) No. of bitstreams: 1 tese para depósito.pdf: 2068891 bytes, checksum: ba0ae7bd915046b5ba93e4f351e94da4 (MD5) / Made available in DSpace on 2014-04-07T16:09:39Z (GMT). No. of bitstreams: 1 tese para depósito.pdf: 2068891 bytes, checksum: ba0ae7bd915046b5ba93e4f351e94da4 (MD5) Previous issue date: 2014-03-14 / In this thesis I investigate the extent to which companies can build a more communal environment out of their fan pages while also evaluating the corresponding brand value that may come from having such a communal environment. My research is comprised in three articles: in the first article, I describe how the brand image is created or augmented in the fan page environment, therefore providing demonstrable evidence of value creation. In the second article, I describe how individuals use fan page semiotic elements to communicate their identities. Finally, in the third article, I describe the possible communal characteristics of a fan page and the conditions that enable it to evolve to the virtual brand community concept. As a result, I will contribute to the marketing literature on the use of Facebook for communicating brand identity, on the co-creation of the brand image in social media context, and on the conceptual definition of fan pages as a communal environment.

Submitted by Fabien Huché-Deniset (fabien.huche-deniset@hec.edu) on 2017-12-12T22:04:19Z No. of bitstreams: 1 MPGI thesis - Fabien Huché-Deniset - Vsubmitted.pdf: 2447272 bytes, checksum: 1f964f0a45481fa73e2848906014395d (MD5) / Approved for entry into archive by Josineide da Silva Santos Locatelli (josineide.locatelli@fgv.br) on 2017-12-13T11:26:46Z (GMT) No. of bitstreams: 1 MPGI thesis - Fabien Huché-Deniset - Vsubmitted.pdf: 2447272 bytes, checksum: 1f964f0a45481fa73e2848906014395d (MD5) / Made available in DSpace on 2017-12-13T13:05:49Z (GMT). No. of bitstreams: 1 MPGI thesis - Fabien Huché-Deniset - Vsubmitted.pdf: 2447272 bytes, checksum: 1f964f0a45481fa73e2848906014395d (MD5) Previous issue date: 2017-12-06 / This research aims to identify the characteristics of an entrepreneur’s efficient personal branding strategy that is valuable for his/her company. It also tries to analyze the projected outcomes of the personal brand of the entrepreneur on the success of his/her new venture. First, a literature review was conducted to fully understand the concepts of entrepreneurship, personal branding, and the dynamics of social media. It also provided first elements of answers for the research question. Then, a qualitative approach is taken. It consists of interviews of young French entrepreneurs having experienced the benefits of personal branding or looking to do so for their own companies and case studies of emblematic personal brand images of entrepreneurs that have influenced (positively or negatively) the soundness of their businesses. Results show entrepreneurs’ personal brand images, if well-managed, are privileged means to enhance brand awareness of the newly launched venture. They should even bring more revenues by raising brand awareness and people’s willingness to try out. However, an entrepreneur should not rely on it to get easier access to investments. To be efficient, the personal brand image of an entrepreneur has to be authentic and to rely on the person’s true qualities. It has to set a clear story lining on who the entrepreneur is and what drove him to launch a venture. It should rely on many appearances in the press and the social media to bring the attention needed to raise brand awareness. This way, the personal brand of the entrepreneur should be an asset in that it is unique and impossible to copy for competitors. / Esta pesquisa tem por objetivo identificar as características de uma estratégia eficiente de marca pessoal de um empreendedor que é valiosa para sua empresa. Também tenta analisar os resultados projetados da marca pessoal do empreendedor sobre o sucesso da sua nova empresa em fase inicial. Primeiro, foi realizada uma revisão da literatura para entender completamente os conceitos de empreendedorismo, marca pessoal e a dinâmica das mídias sociais, fornecendo também os primeiros elementos de respostas para o assunto da pesquisa. Em seguida, uma metodologia qualitativa será tomada que consiste em entrevistas com jovens empresários franceses que experimentaram os benefícios da marca pessoal ou que procuram fazê-lo para suas próprias empresas, bem como estudos de caso de imagens de marcas pessoais emblemáticas de empreendedores que impactaram (positivamente ou negativamente) a solidez de seus negócios. Os resultados mostram que as imagens de marcas pessoais dos empresários, se bem gerenciadas, são meios privilegiados para melhorar a notoriedade da marca da empresa recém-lançada. Elas deveriam mesmo trazer mais receitas porque aumentam a consciência da marca e a vontade das pessoas de experimentar seus produtos. No entanto, um empresário não deve contar com isso para obter um acesso mais fácil aos investimentos. Para ser eficiente, a imagem de marca pessoal de um empreendedor tem que ser autêntica e ter por base as verdadeiras qualidades da pessoa. Tem que definir uma história clara sobre o que o empresário é e o que o levou a lançar uma nova empresa. Tem que estar amparada em muitas aparições na imprensa e nas mídias sociais para trazer a atenção necessária para aumentar a consciência da marca. Desta forma, a marca pessoal do empreendedor deve ser uma vantagem na medida em que é única e impossível de ser copiada pelos concorrentes.

Made available in DSpace on 2010-04-20T20:51:56Z (GMT). No. of bitstreams: 3 61070100597.pdf.jpg: 19266 bytes, checksum: 1d3f9e813af6bc0a7ec8cf00e073c609 (MD5) 61070100597.pdf: 1041296 bytes, checksum: 32a266369153c9c2be9cdba4298c0595 (MD5) 61070100597.pdf.txt: 310668 bytes, checksum: 1dff7ca4751406c160d7f11ec56c0598 (MD5) Previous issue date: 2009-02-17T00:00:00Z / Nos mercados de varejo altamente competitivos a busca de aspectos de diferenciação e lealdade dos consumidores fez da gestão de marcas um assunto altamente relevante para a academia e para as empresas. Contudo, a compreensão de como os conceitos de imagem de loja, imagem de marca, identidade de marca e sua congruência com a imagem de marca funcionam é uma questão de suma importância para o varejo que ainda necessita aprofundamento. É nesse contexto dinâmico do varejo que o presente trabalho de pesquisa foi desenvolvido, tendo como objetivo principal entender a congruência entre a identidade de marca e a imagem de marca e seus efeitos no varejo. Outros objetivos complementares deste trabalho são: (1) verificar a congruência da identidade da marca entre área a estratégica e a área operacional; (2) verificar a congruência entre a identidade e a imagem de marca; (3) verificar a influência da congruência interna da identidade na congruência entre identidade e imagem da marca; (4) relacionar os achados empíricos com as propostas conceituais encontradas na revisão do conhecimento. Para esse fim, adotou-se a metodologia de estudo de casos múltiplos com o uso da análise quali-quantitativa que foi desenvolvida com o apoio do método estatístico que proporciona a aplicação do Teste T. O procedimento metodológico adotado levou em consideração a definição e escolha de uma amostra de 25 empresas no ramo de moda de vestuário feminino no Brasil, ano de 2008. Diante da resposta e da concordância das empresas, o trabalho foi realizado com apenas três redes varejistas brasileiras que concordaram em participar, oportunidade em que se fez a coleta de dados por meio de entrevistas com os diretores e proprietários dessas empresas - aqui denominadas de Empresa A, Empresa B e Empresa C - e com os gerentes e funcionários e com os consumidores selecionados. O instrumento utilizado para a captação de dados foi a aplicação de questionários abordando principalmente dois fatores da identidade de marca: aspectos físicos e a personalidade. Os resultados encontrados revelam que de maneira geral a área estratégica tende a avaliar melhor os fatores de identidade do que a área operacional os consumidores. A congruência entre a identidade de marca e a imagem de marca é influenciada pelo modo como a empresa é estruturada, pela sua cultura e história gerencial, bem como pelo ‘modus operandis’ de como é desenvolvida e implementada sua estratégia. Uma melhor gestão de marcas tende estatisticamente a gerar maior grau de congruência e consequentemente estar mais propícia a reter consumidores com altos níveis de satisfação. A identidade de marca é um assunto chave para os negócios, devendo os gestores de varejo e os pesquisadores de marketing aprofundarem o conhecimento nesta área, principalmente quanto aos efeitos gerados no valor da marca e no processo de gestão das marcas. / In competitive retailing markets, the search for differentiation assets and loyalty customers has made branding an important subject in both academic and managerial prospective. Therefore, understanding how store image, brand image, brand identity and its congruency works in retail is an important issue that needs explaining. It’s in this dinamic retail context that the present research paper was developed. The main purpose of this paper is to understand congruency between brand identity and brand image. Other objectives are: (1) verify congruency between companies’ strategic area and operational departments; (2) verify existence of congruency between brand identity and brand image; (3) verify if internal congruency (strategic area versus operational area) affects congruency between brand identity and brand image and; (4) relate theoretical findings with empirical research findings. To achieve such purposes, a multiple study case methodology was adopted. With both qualitative and quantitative analysis, T tests were used as statistical support for all findings. As part of the chosen methodological procedure, 25 companies of the Brazilian fashion retail industry were contacted, but only three of those accepted to participate in this research project. Therefore, dada collecting was made throughout interviews with directors and owners of these three Brazilian retail companies – here denominated Company A, Company B and Company C – and also throughout questionnaire application to managers and consumers. The results reveal that, in general, the strategic area trends to over evaluate brand identity factors compare to customers’ and operational perceptions. Also, congruency between brand identity and brand image is affected by how the company is structured and by its managerial culture and branding history. Better branding management has the tendency to generate better congruency between brand identity and brand image, and therefore, is more likely to retain customers and maintain its high satisfaction levels. Brand identity is a key issue in marketing, but retail managers and researchers need more explanation of how this process is conceived and its effects on retail branding and brand equity.

I samband med att konkurrensen inom kommunikationsbranschen blir hårdare blir det viktigare för kommunikationsbyråer att tydligt visa vad som skiljer dem från deras konkurrenter och tydligt positionera på marknaden. När tjänsteerbjudandet blir mer homogent blir marknadsföring och design allt viktigare verktyg för att differentiera sig gentemot sina konkurrenter. Kommunikationsbyråers roll är att agera experter på marknadsföring och hjälpa andra företag med att skapa en sammanhållen kommunikation med design som verktyg. För att inge förtroende hos kunderna är det därför viktigt att kommunikationsbyråer förmedlar sin designkompetens genom sin egen marknadsföring. Genom att tydligt förmedla sin varumärkesidentitet genom design talar teorierna om customer-based brand equity, brand credibility och integrated marketing communications för att byråer kan öka sin upplevda expertis, kundlojalitet och därmed även konkurrenskraft. Denna studie ämnar undersöka hur svenska kommunikationsbyråer arbetar för att förmedla sin egen varumärkesidentitet genom design. Förhoppningen är att bidra med ökad förståelse för hur kommunikationsbyråer ser på sin egen varumärkesidentitet och hur de arbetar för att förmedla den genom sin marknadsföring med design som verktyg. För att besvara frågeställningen har studien utgått ifrån en kvalitativ forskningsmetod där intervjuer genomförts med respondenter från fem utvalda kommunikationsbyråer som alla erbjuder någon form av designtjänst. Dessa intervjuer har kompletterats med semiotiska analyser där de utvalda byråernas hemsidor och interiör i entréer analyserats utifrån ett socialsemiotiskt perspektiv. Studiens resultat visar att svenska kommunikationsbyråers inställning till sin egen varumärkesidentitet varierar. Resultatet visar även att de undersökta kommunikationsbyråerna inte lyckas med att skapa ett sammanhängande budskap i sin design av hemsida och interiör. Istället ses referenser i form av bilder på tidigare arbeten som det viktigaste verktyget för att förmedla byråernas identitet.

Em uma sociedade altamente conectada, ávida por informações e inovações tecnológicas, em constante mudança dos comportamentos de consumo, a estratégia de gestão das marcas ocupa um lugar crescente. Aliada ao aumento da competição entre as empresas, a marca que consegue se diferenciar na mente dos consumidores se torna forte. Isso é ainda mais importante no setor de serviços, em que a experiência do consumidor, a definição e a sustentação dos valores da marca são vitais para a continuidade da força, tanto de sua identidade quanto da imagem. Tais aspectos são vistos como um processo de comunicação em que a forma como a imagem é desenvolvida na mente dos consumidores advém do modo como a identidade é construída e transmitida para eles (DE CHERNATONY; DRURY; SEGAL-HORN, 2004). Ao considerar esse cenário dinâmico e complexo, o presente trabalho tem como finalidade identificar e analisar as possíveis convergências ou divergências entre a identidade construída pela organização e a imagem da marca percebida pelos consumidores de uma empresa de serviços de telecomunicações. Para alcançar tal objetivo, foi utilizado como base teórica o modelo proposto por De Chernatony, Drury e Segal-Horn (2004), que aborda a transformação da identidade em imagem da marca, mais especificamente sob o ponto de vista de Pontes (2009). Para ele, os clientes são mais motivados a comprar e consumir produtos que acreditam possuir uma imagem complementar a que eles tenham de si mesmos, e propõe a existência de vários selfs: o percebido, que se refere às opiniões dos funcionários e dos gestores da organização sobre a marca; o ideal, que trata da identidade efetiva da marca pensada por seus líderes, a visão do que ela deveria ser; o social, que mostra como os gestores pensam que os consumidores a veem; o aparente, formado pela imagem da marca por parte dos clientes; e finalmente o self real, que seria um composto integrado de todas essas visões. Nesse intento, realizou-se um estudo de caso numa empresa de telecomunicações com atuação regional, a partir de uma abordagem quali-quantitativa. A visão da companhia foi obtida por meio de entrevistas semiestruturadas feitas com os gestores de marketing e de análises de documentos relacionados à estratégia de marcas. O ponto de vista dos consumidores foi trabalhado por técnicas de mineração de dados textuais (text mining) aplicadas a dados internos não estruturados oriundos da coleta de postagens realizadas no Facebook e no Twitter, relativas à marca, e da interação dos clientes com a empresa também por intermédio dessas redes sociais. Os resultados demonstraram a importância dos conceitos de identidade e imagem da marca, e como eles estão inter-relacionados. Além disso, pela análise qualitativa foi evidenciado que a visão dos executivos de marketing é bastante próxima e alinhada à do Livro da Marca, mostrando que há um discurso coeso e bem disseminado internamente na organização. Por outro lado, quando se avalia o ponto de vista dos clientes não se observou comentários específicos sobre a marca, e, com isso, não foi possível identificar a avaliação da imagem da Algar Telecom pelos consumidores. Apesar disso, outros aspectos relevantes puderam ser identificados para a consolidação da identidade da marca, como a ocorrência de um número considerável de reclamações, sobretudo com relação à internet, bem como a preocupação dos clientes quanto à prestação dos serviços. / In a highly connected society, avid for information and technological innovations, constantly changing the consumption patterns, the brand management strategy occupies a growing place. Allied with the increased competition among companies, the brand that can differentiate in consumers’ minds becomes strong. This aspect is even more important in the service industry, where the consumer experience, the definition and support of the brand’s values are vital to the continued strength of both your identity and image. These aspects are seen as a process of communication in which the way the image is developed in the minds of consumers comes from how identity is constructed and transmitted to them (DE CHERNATONY; DRURY; SEGAL-HORN, 2004). Considering the dynamic and complex scenario, this study aims to identify and analyze the possible convergences or divergences between the identity built by the organization and the brand image perceived by consumers of a telecommunications services company. To achieve this objective, the model proposed by De Chernatony, Drury and Segal-Horn (2004) was used as a theoretical basis, which addresses the transformation of identity in brand image, specifically under the perspective of Pontes (2009). For him, customers are more motivated to buy and consume products that they believe that take a complementary image that they have of themselves, and proposes the existence of multiple selves: the perceived, which refers to the employees and the organization’s management opinions on the brand; the ideal, which deals with effective brand identity thought by its leaders, the vision of what it should be; social, which shows how managers think that consumers see it; the apparent, formed by the image of the brand by customers; and finally the real self, that would be an integrated composite of all of these visions. In this regard, a case study was made in a telecommunications company with regional actions, from a qualitative and quantitative approach. It was identified the company’s vision through semi-structured interviews with marketing managers and analysis of documents related to the brand strategy. The point of view of consumers was addressed for text mining techniques applied to internal unstructured data coming from the collection of posts made on Facebook and Twitter, related to the brand, and customer interaction with the company through these social networks. The results showed the importance of the concepts of identity and brand image, and how they are interrelated. Moreover, the qualitative analysis it was shown that the vision of marketing executives is quite close and in line with the Brand Book, showing that there is a cohesive and well disseminated speech internally in the organization. On the other hand, when evaluating the customer's point of view there was no specific comments on the brand, and it was not possible to identify the evaluation of Algar Telecom image by consumers. Nevertheless, other relevant aspects could be identified for the consolidation of the brand identity, as the occurrence of a number of complaints, especially regarding the internet as well as the concern of customers for the quality of the provision of services. / Dissertação (Mestrado)

Submitted by Marie Guimbert (marie.guimbert@gmail.com) on 2013-03-28T12:44:00Z No. of bitstreams: 1 MarieGuimbert-TESE FINAL VERSAO.pdf: 6244082 bytes, checksum: 8bb83a91eb5756b8167e2a1f4b5416cb (MD5) / Rejected by Eliene Soares da Silva (eliene.silva@fgv.br), reason: Marie, good morning! I am going to decline the file you submitted because of the norms for the pages. If you could please send the the Word file, I will fix them for you and send it back, then you can upload on the system again. Best, Eliene Soares Graduate Office on 2013-04-01T13:27:49Z (GMT) / Submitted by Marie Guimbert (marie.guimbert@gmail.com) on 2013-04-02T15:20:14Z No. of bitstreams: 1 MARIE GUIMBERT.pdf: 2632442 bytes, checksum: ffb06ca281e1bd6c5366e0fa7aa0cfe6 (MD5) / Approved for entry into archive by Eliene Soares da Silva (eliene.silva@fgv.br) on 2013-04-02T16:19:33Z (GMT) No. of bitstreams: 1 MARIE GUIMBERT.pdf: 2632442 bytes, checksum: ffb06ca281e1bd6c5366e0fa7aa0cfe6 (MD5) / Made available in DSpace on 2013-04-02T17:04:46Z (GMT). No. of bitstreams: 1 MARIE GUIMBERT.pdf: 2632442 bytes, checksum: ffb06ca281e1bd6c5366e0fa7aa0cfe6 (MD5) Previous issue date: 2013-02-22 / The retailing industry has increasingly become global over the past few decades, illustrating visually the internationalization of business in general. Many retailers are betting to expand their activities internationally in order to avoid the saturation of their business in their country of origin (Alexander, 1990), increase profits or imitate competitors (Williams, 1992). Therefore, they have become considerable global players: they provide new products in the marketplace as well as being more influent within the global supply chain (Williams, 1992). Looking at the internationalization of retail more closely, the cosmetic industry provides with many examples of, what seems to be, successful achievements. The purpose of this work is to analyze the process of internationalization of four international competitors in the cosmetic retailing. Even though the field of retail internationalization has already been subject to many studies, this works aims at understanding, through the use of a multiple case study, the strategy of cosmetic retailers entering international markets. Through a qualitative study, the main question guiding this work will be to understand if every international cosmetic retailer has been following and still follows the same business and marketing strategies in order to become global. A multiple-case study was undertaken in order to compare four companies specialized in the cosmetic retail, with activities abroad. Results clearly expose differences between the internationalization processes, especially based on the companies’ nationality. / O setor de varejo foi cada vez mais global ao longo das últimas décadas, ilustrando visualmente a globalização dos negócios. Muitos varejistas estão apostando em expandir, as atividades ao nível internacional, a fim de evitar a saturação da atividade no país de origem deles (Alexander, 1990), de aumentar os lucros ou de imitar os concorrentes (Williams, 1992). Portanto, eles tornaram-se competidores globais consideráveis: eles fornecem novos produtos no mercado, além de ser mais influentes na cadeia de abastecimento global (Williams, 1992). Em relação à internacionalização do varejo, a indústria cosmética oferece com exemplos de muitas realizações bem- sucedidas. O objetivo deste trabalho é analisar o processo de internacionalização de vários varejistas globais, especializados na venda de produtos cosméticos. Mesmo que o campo de internacionalização no varejo já foi no passado o objeto de vários estudos, este trabalho visa a compreender, por meio da utilização de um estudo de caso múltiplo, a estratégia de retalhistas cosméticos que entram nos mercados internacionais. Por meio de um estudo qualitativo, a questão principal que orienta este trabalho será a de compreender se o varejo de cosméticos segue as mesmas estratégias de negócio e estratégias de marketing para se tornar global. O estudo de casos múltiplos foi escolhido a fim de comparar quatro empresas, especializadas na venda de produtos de cosmética, com atividades no exterior. Os resultados claramente exibem diferenças entre os processos de internacionalização, baseado especialmente na nacionalidade das empresas sob analise.

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