Servicelandskapet och dess utformning där företagets tjänst produceras och konsumeras har kommit att bli allt viktigare ur ett marknadsföringsperspektiv. Detta då platsen kan användas för att skapa positiva upplevelser för slutkunderna, och samtidigt fungera som en effektiv kommunikationskanal för att förmedla varumärket. Syftet med studien är därmed att generera kunskap till ämnesområdet varumärkeskommunikation, genom att undersöka hur arkitekt-och designbyråer, på uppdrag av tjänsteföretag, strategiskt planerar utformningen av servicelandskap för att stärka kundens varumärke. För att undersöka detta har en kvalitativ ansats tillämpats i form av semistrukturerade intervjuer. Studiens resultat visar att en grundförutsättning för att arkitekt-och designbyråerna ska kunna förmedla en representativ bild av varumärket är att de bildar sig en förkunskap kring företaget och dess varumärke. Det har även framkommit att flera strategier kombineras vid planering av servicelandskapets utformning. Där upplevelsen och dess påverkan genom stimulering av sinnen, samt upprepning av företagets visuella uttryck och budskap i den rumsliga miljön visat sig vara viktiga strategier för att kunna stärka ett varumärke i servicelandskapet. / The servicescape and its design, where the company's services are produced and consumed, have become increasingly important from a marketing perspective. One reason is that the place can be used to create positive experiences for the guests, while also serving as an effective communication channel to communicate the brand. The aim of the study is therefore to generate knowledge in the field of brand communication, by exploring how architect-and design agencies, on behalf of service companies, strategically plan the design of the servicescape to strengthen the customer's brand. To explore this, a qualitative approach has been applied in form of semi-structured interviews. The results of the study show that one essential condition for the architect-and design agencies to be able to communicate a representative image of the brand, is that they gain an informed understanding of the company and its brand. It has also been found that several strategies are combined when planning the design of the servicescape. The experience and its influence through stimulation of the senses, as well as repetition of the company's visual expressions and messages in the spatial environment, have been found as important strategies for strengthening a brand in the servicescape.

With the gradual rise of Web-2.0 based platforms, Internet users were given the possibility to interact with each other in virtual communities. Originating from this development was the concept of user-generated content (UGC), which implies that people were able to enrich each other’s user-experiences by sharing creative efforts and communicating openly (O’Reilly, 2007).   As Web 2.0 features continued to grow, marketers became aware of the opportunities this new development online created and how they could use it to their advantage (De Chernatony & Christodoulides, 2004). The development online however also faces companies with challenges, as consumers now are able to create and share opinions and thoughts about brands, which to an extent is uncontrollable by companies (Christodoulides et al., 2012). Just as marketer-controlled communication can create new brand associations in the minds of consumers, for better or worse - so can also externally-generated communication, such as brand-related UGC, do.   Knowing that consumers generally trust what other consumers say about products more than marketing communication (Cheong & Morrison, 2008; Song & Yoo, 2016), and that there does not exist much research on how consumers perceive brand-related UGC, this is a considerably important topic to study. A classic way of studying communication effectiveness is through credibility, which is argued to be a major determinant of whether consumers accept and adopt what is communicated (e.g. Hovland et al., 1953). Thus, the purpose of this thesis is to gain an understanding of how consumers assess credibility of brand-related UGC and furthermore, what their consequent responses are.   A qualitative approach was taken as the purpose is to gain insight rather than proving a point. The interviews were semi-structured and formed around three Instagram posts relating to a specific brand, which were deliberately chosen based on the content of the theoretical framework developed. Through using these example cases, interviewees’ first reactions could be captured and their reasoning around credibility could be followed and discussed.   The results from this study indicate that there exists a certain level of irritation as well as a scepticism towards brand-related UGC. This seem to stem from a suspicion that most content that promotes products and brands is part of sponsored collaborations, into which consumers put noticeably much distrust. Beyond questioning sponsorship, it was also found that the source played a particularly important role when assessing credibility. When a source is familiar, it is easier to determine credibility of brand-related UGC, and credibility furthermore increases with perceived expertise, attractiveness and trustworthiness. The channel through which a message is communicated also matters, as it is more difficult to be ingenuine through a video than an image or a text, which implicated that consumers may find videos more credible than other media formats. The message itself was also deemed to influence the credibility assessment, as the message was questioned both based upon common sense but also on knowledge and previous experience.   As for practical implications, this study indicates that encouraging or generating positive brand-related UGC through paid collaborations, is a balancing act, into which much consideration needs to be put. With the evident irritation that consumers feel when it comes to brand-related UGC, marketers should be careful to push too much positive brand communication onto the consumer, or it will turn negative. To come across as genuine, the “who”, ”what” and ”how” of communication should be carefully considered.

Made available in DSpace on 2016-04-26T18:15:56Z (GMT). No. of bitstreams: 1 COS - Caio Prisco STNR Colombo.pdf: 1149028 bytes, checksum: 6e390cf194e0206dcb4c66b3e8378c05 (MD5) Previous issue date: 2006-10-23 / Objective: Understand how the japanese brand Yamaha worldwide motorcycle and scooter maker construct its corporate brand among the brazilian target-costumer, with publicities released in the Moto magazine in 2005. Justification: The importance of branding studies in the corporate market on the 21th century. Hipothesis: The power of Yamaha brand has its origin in the construction of symbolic and intangible values attributed or associated to the company and its products. Methodology: Peircean semiotics. Results: The hipothesis was confirmed. The power of Yamaha brand in the brazilian market results from the symbolic values attributed to the company it self by publicity / Objetivo: Compreender como a empresa japonesa Yamaha fabricante mundial de motocicletas e motonetas constrói a sua marca corporativa junto ao público consumidor brasileiro, por meio de publicidades veiculadas na revista Moto em 2005. Justificativa: A importância estratégica do estudo da construção de marcas no mercado empresarial do século XXI. Hipótese: O poder da marca Yamaha tem sua origem na construção de valores simbólicos e intangíveis atribuídos ou associados à empresa e seus produtos. Metodologia: Semiótica peirceana. Resultados: A hipótese foi comprovada. O poder da marca Yamaha no mercado brasileiro é resultado dos valores simbólicos atribuídos ao fabricante pela publicidade

在台灣以服務型為導向的企業都致力於滿足客戶與顧客的需求，以求提升利潤，其中，帶給顧客滿足的重責大任幾乎都是由員工來執行；然而，近年來越來越常聽聞員工的福利與權益收到忽視甚至遭到擠壓。由此推論，一個不快樂的員工如何提供令顧客滿意的服務呢？因此，除了重視外部行銷以外，更是要強調內部行銷的落實。所謂內部行銷就是企業如何將公司及工作有效地行銷給員工，就如同將產品與服務行銷給外部顧客一般。 台灣的房仲產業競爭激烈，並強調顧客至上，而在這樣的情況下，公司仍否會重視對員工的照顧是本篇欲討論的重點。本研究以台灣本土房仲產業─信義房屋為研究對象，旨在探討其內部行銷作為與員工的心理擁有感表現。信義房屋目前為全台規模最大的房仲公司，創辦人周俊吉先生除了強調提供給顧客最優質的服務以外，也重視公司的永續經營與發展。此外，信義房屋是唯一一家上市的房仲公司並且連續被天下雜誌評選為天下企業公民。本研究採用半結構式深度訪談去發現公司的內部行銷作為，並進一步探究公司內部員工對公司本身以及信義房屋品牌的心理擁有感表現。 / Service-oriented companies mostly focus on carrying out external marketing which aims to provide best services to external customers. Traditionally speaking, this way seems to ensure higher revenue for companies. However, they are inclined to overlook the importance of employees who are reckoned as internal customers when applied to internal marketing. Nowadays, it is argued that focusing only on external customers would not ensure prosperity of the company. The application of internal marketing, clearly the opposite concept of external marketing, aims to sell the jobs and the company to its employees. More and more companies, especially service-oriented ones, acknowledge that the firm itself is supposed to bring satisfaction to its internal customers in accord with organizational objective before delivering satisfaction to external customers since most financial transactions occur between employees and customers. Specifically speaking, behaviors of employees have direct influences on customers and their ensuing consuming perceptions. In this regard, service firms should put much more emphasis on application of internal marketing. This study chooses Sinyi Realty as the research target in an attempt to explore its practices of internal marketing and ensuing performances of employee psychological ownership. Realty companies in Taiwan intensively compete with each other and thus put more emphasis on external customers. As for Sinyi Realty, a locally-developed and large-scale realty company, its founder and chairman Mr. Chou, Chun-Chi not only focuses on providing best services, but emphasizes sustainable management which is different from making fast money addressed by other realty companies. Besides, it is worth mentioning that it is the only listed realty company in Taiwan and has been awarded by Excellence in Corporate Social Responsibility many times. In this regard, this study adopts semi-structured in-depth interview to discover the real situation of internal marketing within the company. Most importantly, this study aims to explore performances of psychological ownership toward the company and the corporate brand among employees of Sinyi Realty. In fact, it follows two questions which are “how much do you feel the company is yours?” and “to what extent do you view the corporate brand as part of extended-self?” According to the case analysis, application of internal marketing found in Sinyi Realty exerts huge influences on employee psychological ownership, and also the impact of other critical factors cannot be underestimated. Based on the facts and discussion above, there are 8 derivative propositions in total that explicitly explain the relationships between internal marketing and psychological ownership; and other 3 propositions also manifest their close relations with psychological ownership for the organization and the corporate brand. Though these 11 derivative propositions are not discreetly examined by quantitative research method, they indeed present a general situation of Sinyi Realty and provide different research aspects for future study. At last, 4 managerial implications are proposed in expectation of enhancing the degree of psychological ownership among employees of Sinyi Realty by means of improved application of internal marketing.

Syfte – Den ökade användningen av internet har lett till en mängd olika riktlinjer kring hur den mänskliga faktorn bäst ska tas hänsyn till på internet, utan stöd av forskning. Vidare har grafiska profiler fastnat i tiden före internets existens vilket gör att organisationer missar möjligheten till att fånga målgrupper, höja grafiska profiler och bygga ömsesidigt fördelaktiga interaktiva relationer. Därmed är syftet med denna studie: Att öka kunskap om hur grafiska profiler kan utstråla mänsklighet i den digitala världen. För att kunna besvara syftet har det brutits ned i en frågeställning som lyder: Hur gestaltas en mänsklig känsla i en grafisk profil för exponering i en digital värld? Metod – För att kunna besvara frågeställningen har tre metoder tillämpats, vilka är litteraturstudie, enkätundersökning och gruppintervju i form av fokusgrupper. I metoderna ingår kvantitativa och kvalitativa studier samt primärdata och sekundärdata. Litteraturstudien innebar en insamling av befintlig forskning och fakta inom ämnet som fungerade som en grund i studiens resultat. Enkätundersökningen innefattade en jämförelse av typsnitt för att identifiera de känslor som typsnitten förmedlade. Fokusgrupperna handlade om att utforska deltagarnas känslor inför fem olika grafiska profiler och deras innefattande element. Resultat – Utifrån empirin och litteraturstudien resulterade studien i en mängd data beskrivande den mänskliga känslan i grafiska profiler. Datan sattes sedan ihop till en modell innefattande konkreta steg i ett syfte om att få in en mänsklig känsla i en digital grafisk profil. Modellen innefattar riktlinjer för fotografi, ikoner, färger, typografi och tonalitet där det ger vägledning för hur dessa ska gestaltas. Fotografier ska exempelvis vara enkla, dynamiska och kontrastrika där befintligt ljus bör eftersträvas. Studiens resultat anses vara användbart av reklambyråer i deras arbete med digitala grafiska profiler som önskas upplevas som mer mänskliga. Studiens resultat anses vidare vara användbart i syften kring att digitalisera varumärken i allmänhet, där en mänsklig känsla möjligen eftersträvas. Begränsningar – I fokusgrupperna uppkom det svårigheter kring att skapa diskussion rörande deltagarnas känslor inför varje specifikt element, vilket ledde till att diskussionerna främst kom att fokusera kring de grafiska profilernas helhet. Vidare hölls fokusgrupperna endast en gång vardera, vilket berodde på tidsbrist. Intervjuareffekt och kontexteffekt kan ha uppstått inom fokusgrupperna, vilket kan påverka resultatet. Eftersom färger vidare har olika uppfattningar och associationer i olika länder har studien begränsats till att bara innefatta uppfattningarna i Sverige. / Purpose – The increasing usage of Internet has led to a variety of guidelines on how to utilise and assess the human factor in the best way for internet usage, however, disregarding research in the field. Furthermore, graphic profiles have in a way been cemented in a pre- internet world, which has led to a situation where many organisations have missed the opportunity to attract a lot of target groups, by raising the graphic profile and building mutually advantageous and interactive relations. With this as a background, the aim of this study is to elevate the awareness of how graphic profiling may emit humanity in a digital world. Therefore, the purpose of this study is: To increase the knowledge about how graphic profiles can radiate humanity in the digital world. In order to find the purpose of this study, the purpose has been broken down to a research question that goes: How are human emotions portrayed in graphic profiles exposed in the digital world? Method – To be able to answer this question three methods have been used, namely a review of relevant literature in the field, a survey and group interviews in the form of focus groups. The methods used include quantitative as well as qualitative data as well as primary and secondary studies. The literature review aimed at collecting facts in the field to serve the research undertaken to this date. The survey comprised of a comparison of fonts to be able to identify the emotions these fonts emitted. The interviews with the focus groups were a way of investigating the different participants emotions faced with five different graphic profiles and the elements they contained. Findings – The empirical data and the literature review resulted in a variety of data describing human reactions and emotions towards graphic profiles. These data was then used to prepare a model that comprised concrete information when trying to incorporate a human emotion within a graphic profile. This model include aspects and guidelines for photography, icons, colours, typography and tone of voice on how to interact with people in a better way in this new digital world. For example, photographs should be simple, dynamic and rich in contrasts where existing light is desirable. The results of this study are considered being useful for advertising agencies in their work with digital graphic profiles that covet a human touch. The results are hopefully also useful for digitalizing brands generally, where a human touch is desirable. Limitations – Within the focus groups there was a notable difficulty in creating discussions regarding perceived emotions for each of the elements, which resulted in a discussion upon the graphic profiles generally. Furthermore, the focus groups could only meet once and discuss, due to lack of time. Hence, impact from the interviewer and the context of situation may have influenced the results. Since colours – as anthropology has shown – are perceived in different ways in different cultures, this study is confined to a Swedish perspective. / <p>Rapportens tillhörande bilagor är sekretessbalgda varför de inte är inkluderade i denna version.</p>

The thesis addresses the analysis of the marketing mix in the pharmaceutical industry with a detailed focus on the promotion and communication channels of the prescription drug. The aim is to help a company with a control and optimization of the communication strategy so that it is adapted to the new trends. The differences between the prescription drug and the over-the-counter drug in the aspects of communication, promotion and the role of branding is drawn. Several methods such as analysis, description and marketing research are used. The thesis is divided into five main chapters.

Diplomová práce je zaměřena vstupní strategii značky Virtika na český trh. Za účelem dosažení tohoto cíle author zkoumal literaturu zaměřenou na metodiku značky od Ko Floora a koncept Brand Prizm. V analytické části byly provedeny analýzy prostředí Českého trhu, analýza odvětví, klíčových konkurentů a vnímání značky zakazníky. Tyto analýzy pomohly autorovi identifikova budoucí pozici značky na Českém trhu. Na základě výsledků analýz, autor vytvořil návrh řešení vstupní strategie značky and zvýšení její konkurence schopnosti na Českém trhu.

Syftet med denna undersökning är att undersöka Arlas och Oatlys särskiljande språkliga och visuella varumärkeskommunikation - däribland deras positionering, varumärkesidentitet och intertexter i deras reklamkampanjer Bara mjölk smakar mjölk (Arla, 2018) och Mjölken i skolan (Oatly, 2017) med retorisk samt semiotisk metod som verktyg. Teorier som använts är semiotisk teori, intertextualitet samt varumärkes-kommunikativa teorier som positionering och varumärkesidentitet. I undersökningen jämför jag vilka retoriska grepp som används i vardera reklamkampanjer och hur de skiljer sig åt, samt hur Arla och Oatly positionerar sig urskiljande med hjälp av de retoriska greppen. I undersökningen undersöker jag även hur varumärkesidentiteten konstrueras och förmedlas i reklamkampanjerna med semiotiska koder. Olika teman hittades i reklamkampanjerna, däribland humor, miljö samt och förlöjligande. De huvudsakliga retoriska grepp och appellformerna som framkommer i Oatlys reklamfilmer är ethos samt logos. Genom analyserna framkom det även att Oatly positionerar sig som miljömedvetna. Arla positionerar sig som traditionsenliga och godast på marknaden och använder sig främst av pathos och ethos i sina reklamfilmer. Varumärkesidentiteten i form av färger och loggor som karaktäriseras av varumärkena gör sig synlig i båda reklamfilmerna, dock framkommer den mer i Oatlys reklamfilmer. Tydligt har det även blivit att Oatly använder sig flitigt av sin varumärkessemiotik och sitt varumärkesspråk för att skapa igenkänning hos mottagaren. Vidare finns det även intertextuella relationer till samhälleliga diskurser likväl som konkurrenten i företagens reklamfilmer - exempelvis Arlas användning av “brölk”, “sölk”, eller “trölk”. Arla använder sig kontinuerligt av Oatlys varumärkeskoder i form av pastellfärger och liknande typsnitt för att mottagare ska förstå att det är Oatlys varumärke de syftar på.

Denna studie är en kritisk diskursanalys av utvalda texter och förpackningar från glassföretagen Järnaglass och Gute Glass. Syftet är att synliggöra hur etiska värden kommuniceras i varumärkeskommunikation och problematisera hur språket kan reproducera social ojämlikhet och föreställningar om etisk konsumtion i en svensk kontext. Studien tar anspråk inom det socialsemiotiska fältet. Tillvägagångsättet har varit att utifrån berättelseanalys samt den multimodala analysen kvalitativt närgranska texternas och förpackningarnas semiotiska resurser. Metoderna synliggör utmärkande värden som företagen väljer att identifiera sig med och diskurser kring etisk glass. Studieresultatet visar att företagen genom varumärkeskommunikation kan skapa identifikation med värden som exempelvis ärlighet, ursprung och framgång. Dessa värden korrelerar med samtida diskurser kring mat som ska betona det personliga, småskaliga och självförverkligande. Utifrån det kritiska perspektivet synliggör studieresultatet att dessa värden och diskurser har möjlighet att reproducera föreställningar och normer om hur konsumenten förväntas agera etiskt och hur vi idag uppnår status. Dessa föreställningar och normer som cementeras genom samtidens varumärkeskommunikation och våra konsumtionsval kan därmed reproducera maktförhållanden som kan bidra till social ojämlikhet i samhället. Slutligen påvisar även studien att samspelet mellan etisk varumärkeskommunikation och människors konsumtionsval kan göra oss passiva i hur vi tar ställning i politiska och miljömässiga utmaningar.

創業已成為今日台灣的潮流顯學。無論規模大小，品牌就像一個當代的時髦名詞，是創業者的流行穿搭，顯現出對於人生態度的品味。品牌經營理論眾聲喧嘩，哪一盞才是照耀夜行中錦衣的明燈？溫馨小品或是夢幻逸品，恰如其分的定位，就能與擁護者對味。 本研究透過大苑子與綠藤生機兩家個案，來探討品牌經營的方式。在巨人們的肩膀上，將品牌經營整理成：「品牌願景、品牌定位、品牌傳播、品牌粉絲」四大方向來建立品牌的內涵，傳遞給消費者。再用策略行銷4C架構分析，以客觀的角度來審視品牌經營之強勢與弱勢之處，並給予行銷建議作為參考。希冀「先以品牌經營方程式建立品牌，再到策略行銷4C分析謀略縝密度」是一把讓未來有志創業者，或是期待打造出偉大抱負的品牌者，可以經營品牌不求人的關鍵之鑰。 經過個案的探討，發現兩家品牌都著墨許多在與顧客信任感的耕耘，如同Peter F. Drucker所說的：「企業的目的與使命只有一個重心、一個出發點，那就是顧客。」品牌經營如何獲得更多的品牌粉絲支持，是經營者與企業內部需同心協力達成的共同目標。 / Nowadays, entrepreneurship is the mainstream in Taiwan. In spite of the size of a company, the brand represents its image. A company’s brand is like the outfit of the entrepreneur, and it represents his/her attitude towards life. There are many theories on brand management, but which is the one that can help brands target the right customers? Through applying the right positioning strategies for different products, brands can attract target customers successfully. This research aims to analyze brand management through the case studies of “Dayungs” and “Greenvines.” Brand management includes brand vision, brand positioning, brand communication, and brand communities. These four items help establish the content and image of a company’s brand, and pass them on to the customers. Based on the 4C marketing framework, this research examines the strengths and the weaknesses of brand management, and provides a marketing proposal for future reference. The process of building branding with brand management, and then analyzing the strategies with the 4C marketing framework, is a key for future entrepreneurs that hope to establish a successful brand. Through the analysis of these case studies, the research found that both brands put emphasis on the customer trust. As Peter F. Drucker said, “The purpose of business is to create and keep a customer.” How to gain the loyalty of more customers is the goal that managers and employees need to achieve with cooperation.