The past years in Lithuanian business surroundings witnessed an explosion in the awareness and use of management tools and techniques. Supplemented by the effects of the superfluity of information, rapid development of IT, continuously increasing expectation from the interested parties, rational selection of the most efficient strategy oriented management tools became one of the important challenges faced by the executives nowadays. In order to put a foundation for the solution of this complex problem in the future, the author purposely narrowed the focus of a master’s thesis concentrating on the sub-problem related to non-existence of any research-based knowledge on the current management tools’ usage peculiarities in Lithuania. The goal of this research paper is to define the current situation in Lithuania regarding the spread, use and satisfaction rate with the strategy oriented management tools benchmarking results with the global trends. This study has also a clearly defined pragmatic objective – to provide the practical guidelines for the executives of various organizations in their management tools’ selection considerations. To achieve this, the author pursued 4 key objectives. The overview of scholarly literature and other secondary sources of information enabled gathering, analyzing and systemizing the main findings related to the strategy oriented management tools: illustration of a variety of more than 70 management tools, exploration of their application... [to full text]

Problemområde Användningen av digitala sociala nätverk har under de senaste åren ökat och Facebook är det nätverk med flest anhängare över hela världen. Statistik tyder på att användningen av sociala medier och Internet är en väsentlig komponent i den svenska befolkningens vardag, speciellt bland den yngre generationen. Millenniegenerationens användning av sociala medier kan betraktas som en förutsägelse över hur framtida generationers konsumentbeteende kommer att se ut och är därmed av stor relevans för marknadsförare för att hålla sig uppdaterade kring denna generation. Företagens största utmaning idag är att skapa en god kundrelation via de sociala medierna. För att bättre förstå konsumenters beteenden behövs vidare forskning i ämnet, vilket har mynnat ut i studiens problemformulering: – Hur uppfattas CRM-aktiviteter via Facebook av den svenska millenniegenerationen?   Teoretisk ansats Den teoretiska ansatsen har delats in i fyra delar; relationsmarknadsföring och CRM,  sociala medier, marknadsföring via sociala medier och Facebook samt millenniegenerationen och segmentering. Relationsmarknadsföring är strategier som företag använder för att attrahera, behålla och förbättra kundrelationer. Det består av tre grundpelare; relationer, nätverk och interaktion. Kärnan i ett företags marknadsföring bör vara att upprätthålla sina relationer. De strategier, processer och värderingar som företag implementerar i sin verksamhet för att hantera sina kundrelationer kan kallas för CRM (Customer Relationship Management). CRM kan beskrivas som företagets strategiska relationsmarknadsföring.  Vidare kan CRM vidareutvecklas till att även omfatta aktiviteter på sociala nätverksplatser och kallas då SCRM (Social Customer Relationship Management). Den önskvärda reaktionen på CRM-aktiviteter via sociala medier är Word-of-Web, vilket kan beskrivas som personlig kommunikation om produkter, tjänster eller företag mellan konsumenter. W-o-W kan även beskrivas som förtjänad mediekommunikation och har som mål att generera positiv feedback.               Metod Studien har antagit en deduktiv ansats. Vidare har en kvantitativ metod tillämpats för att på bästa sätt besvara problemformuleringen. Primärdatan samlades in genom en standardiserad och Internetbaserad enkätundersökning som besvarades av 488 respondenter. Den insamlade datan analyserades i statistikprogrammet SPSS där signifikans, median-, medel- och typvärde samt andra relevanta värden togs fram.   Slutsats/resultat Slutsatserna är av relevans för handelsföretag, då det är viktigt för företag att existera på Facebook för att erbjuda konsumenter möjligheten att skapa en relation. W-o-W är den önskvärda reaktionen på CRM-aktiviteter, men det är svårtriggade reaktioner. Millennier är aktiva användare av Facebook, men passiva observatörer. De vill hellre ta del av andras publikationer än att själva aktivt publicera socialt mediainnehåll. Således är det viktigt för företag att vara aktiva på nätverket, men de kan inte räkna med önskvärd respons. Värdet att finnas på Facebook är större för företag än för konsumenten, även om millennier anser att det är positivt att företag bedriver aktivitet på Facebook. Resultaten är användbara och tillämpliga för alla typer av branscher och bidrar med ny information kring millenniegenerationens konsumentbeteende.

The primary goal of this study was to construct and test a Community Relations Model (CRM) that may be implemented by policy makers, tourism planners, tourism managers and tourism developers as they develop tourism policies and manage the social impacts of tourism. Five objectives were derived from the primary research goal. The first objective was to analyse the social impacts of tourism by means of a literature study. This was achieved by examining the theoretical perspectives, framework and models for assessing host community perceptions of social impacts of tourism. In this regard, it was found that the social impacts of tourism are an integral part of sociology. Therefore, the social impacts of tourism may not be successfully addressed without drawing on the methods and perspectives of sociology. This indicates clearly that there is a relationship between sociology and other social science disciplines, particularly tourism management. The host communities' perceptions of tourism may be positive or negative and are critical in policy planning and management because they affect the behaviour of the residents toward the tourists. The second objective was to analyse the role of the community by means of a literature study. This objective was achieved by examining the role of the government, the private sector and the community in managing the social impacts of tourism. It was found that the main roles of the government are to facilitate, coordinate, plan and promote development of the nations and tourists products. The private sector's roles are to invest and promote tourism as well as the country. The community should actively participate in tourism management by seeking partnership opportunities with the stablished private tourism sector, voluntary groups and NGO's. Although the community is expected to playa vital role in the management of tourism, it was found that their actual involvement depends on their awareness of tourism activities, on how they perceive tourism developments and their involvement in tourism related issues. The third objective was to determine the components to be used in order to develop and test the Community Relations Model (CRM). This objective was achieved through both literature and qualitative analysis. Evidence from the literature and qualitative analysis indicates that the Katse community is unquestionably affected both positively and negatively by tourism developments. It was also clear that effective management of social impacts of tourism may be achieved through collaboration and partnership with the government, the private sector and the community. The stakeholders should work together in order to encourage the positive impacts and ameliorate the negative impacts. The community should be involved and made aware of tourism developments in their respective areas. Both the literature and qualitative study revealed the six community relations components: namely, the positive impacts, negative impacts, the role of government, the role of private sector, community awareness and community involvement that, were used to develop a measuring instrument for Katse residents. The fourth objective was to construct and test the CRM based on an empirical investigations. The CRM is intended to guide tourism planners, managers and policy-makers in managing the social impacts of tourism. To achieve this objective, nine research hypotheses were proposed and tested. The sample of 500 Katse residents was drawn from the household population of four villages: namely, Ha-Lejone, Ha-Poli, Ha-Mikia and Mphorosane. A combination of stratified and convenience sampling approaches were used for sample selection. Data was analysed with the aid of Structural Equation Modeling (SEM). SPSS with AMOS 16 software was used to construct and test the SEM model. In constructing and testing model A, a two stage process was followed. Firstly, factors were calculated through the use of confirmatory factor analysis for the six community relations components. Secondly, the factors were used for SEM. Due to unsatisfactory data fit in model A, model B was constructed and tested. In constructing and testing model B factor analyses were not performed; instead all the items of each community relations component were used for SEM. In the resulting structural equation model for both model A and B, eight hypotheses were supported and one was not supported (H7). The results of the two models provided similar results; however, model B fitted the collected data reasonably while model A fitted the data poorly. The fifth objective was to make recommendations and suggestions on how the model may be implemented with regard to the management of the social impacts of tourism. It was recommended that the model should be implemented in the area of tourism management. In order to implement the model effectively the role players should know, understand and perform their roles and duties in managing the social impacts of tourism. The successful implementation of the CRM depends on a positive relationship between and among the role players in tourism management. Specifically, it depends on a positive relationship between the role of government, the role of private sector, community awareness, community involvement, positive impacts and negative impacts of tourism. The proposed model needs to be implemented through the partnership and collaboration of the role players in tourism management. which will lead to sustainable tourism. The most important contribution of this study is the construction of a model through which the positive and negative impacts of tourism may be effectively managed. / Thesis (Ph.D. (Business Administration))--North-West University, Potchefstroom Campus, 2010.

Denna studie är ett fall av organisationers användande av cause-related marketing. Syftet är att beskriva utvalda organisationers strategier med och användande av specifika cause-related marketing-aktiviteter. Organisationers vilja att bygga relationer med intressenter ökar ständigt och det blir allt mer populärt bland organisationer att ta ett socialt ansvar i hopp om att förbättra denna relation. Att organisationer säljer produkter och donerar en summa till välgörenhet benämns cause-related marketing och är ett vanligt välgörenhetsinitiativ vilket ofta upplevs positivt. Dock finns en skepticism mot organisationers användande av detta verktyg då intressenter i vissa fall ifrågasätter organisationers bakomliggande motiv. Detta innebär att utformningen av varje specifik cause-related marketing-aktivitet är avgörande för dess framgång. För att besvara syftet med denna studie har samtalsintervjuer och en kvalitativ innehållsanalys använts. Apoteket, Boomerang, Ica, Kappahl och Ur&Penn är de organisationer som studien undersöker och en respondent, som varit delaktigt vid framtagandet av deras cause-related marketing-aktiviteter, från respektive organisation har intervjuats. Den kvalitativa innehållsanalysen undersöker de fem valda organisationernas exponering av specifika cause-related marketing-aktiviteter i butik. Resultatet från denna studie visar att organisationernas övergripande anledningar till varför de använder CRM är framförallt för att förbättra eller behålla en god image. Det som framkommer är att organisationernas grundläggande strategier kring och anledningar med användandet av CRM till viss del stämmer överens med hur CRM-aktiviteterna är utformade. Emellertid kan vissa beståndsdelar i studerade CRM-aktiviteter framkalla skepticism enligt normativa teorier, vilket indikerar att CRM-aktiviteterna inte till fullo leder till en förbättrad eller behållen god image. Därmed används inte studerade CRM-aktiviteter på ett optimalt sätt för att undvika skepticism, vilket även syns i hur aktiviteterna kommuniceras i butik.

The primary goal of this study was to construct and test a Community Relations Model (CRM) that may be implemented by policy makers, tourism planners, tourism managers and tourism developers as they develop tourism policies and manage the social impacts of tourism. Five objectives were derived from the primary research goal. The first objective was to analyse the social impacts of tourism by means of a literature study. This was achieved by examining the theoretical perspectives, framework and models for assessing host community perceptions of social impacts of tourism. In this regard, it was found that the social impacts of tourism are an integral part of sociology. Therefore, the social impacts of tourism may not be successfully addressed without drawing on the methods and perspectives of sociology. This indicates clearly that there is a relationship between sociology and other social science disciplines, particularly tourism management. The host communities' perceptions of tourism may be positive or negative and are critical in policy planning and management because they affect the behaviour of the residents toward the tourists. The second objective was to analyse the role of the community by means of a literature study. This objective was achieved by examining the role of the government, the private sector and the community in managing the social impacts of tourism. It was found that the main roles of the government are to facilitate, coordinate, plan and promote development of the nations and tourists products. The private sector's roles are to invest and promote tourism as well as the country. The community should actively participate in tourism management by seeking partnership opportunities with the stablished private tourism sector, voluntary groups and NGO's. Although the community is expected to playa vital role in the management of tourism, it was found that their actual involvement depends on their awareness of tourism activities, on how they perceive tourism developments and their involvement in tourism related issues. The third objective was to determine the components to be used in order to develop and test the Community Relations Model (CRM). This objective was achieved through both literature and qualitative analysis. Evidence from the literature and qualitative analysis indicates that the Katse community is unquestionably affected both positively and negatively by tourism developments. It was also clear that effective management of social impacts of tourism may be achieved through collaboration and partnership with the government, the private sector and the community. The stakeholders should work together in order to encourage the positive impacts and ameliorate the negative impacts. The community should be involved and made aware of tourism developments in their respective areas. Both the literature and qualitative study revealed the six community relations components: namely, the positive impacts, negative impacts, the role of government, the role of private sector, community awareness and community involvement that, were used to develop a measuring instrument for Katse residents. The fourth objective was to construct and test the CRM based on an empirical investigations. The CRM is intended to guide tourism planners, managers and policy-makers in managing the social impacts of tourism. To achieve this objective, nine research hypotheses were proposed and tested. The sample of 500 Katse residents was drawn from the household population of four villages: namely, Ha-Lejone, Ha-Poli, Ha-Mikia and Mphorosane. A combination of stratified and convenience sampling approaches were used for sample selection. Data was analysed with the aid of Structural Equation Modeling (SEM). SPSS with AMOS 16 software was used to construct and test the SEM model. In constructing and testing model A, a two stage process was followed. Firstly, factors were calculated through the use of confirmatory factor analysis for the six community relations components. Secondly, the factors were used for SEM. Due to unsatisfactory data fit in model A, model B was constructed and tested. In constructing and testing model B factor analyses were not performed; instead all the items of each community relations component were used for SEM. In the resulting structural equation model for both model A and B, eight hypotheses were supported and one was not supported (H7). The results of the two models provided similar results; however, model B fitted the collected data reasonably while model A fitted the data poorly. The fifth objective was to make recommendations and suggestions on how the model may be implemented with regard to the management of the social impacts of tourism. It was recommended that the model should be implemented in the area of tourism management. In order to implement the model effectively the role players should know, understand and perform their roles and duties in managing the social impacts of tourism. The successful implementation of the CRM depends on a positive relationship between and among the role players in tourism management. Specifically, it depends on a positive relationship between the role of government, the role of private sector, community awareness, community involvement, positive impacts and negative impacts of tourism. The proposed model needs to be implemented through the partnership and collaboration of the role players in tourism management. which will lead to sustainable tourism. The most important contribution of this study is the construction of a model through which the positive and negative impacts of tourism may be effectively managed. / Thesis (Ph.D. (Business Administration))--North-West University, Potchefstroom Campus, 2010.

網際網路的興起，提供大量豐富的資訊，顧客在彈指之間選擇性更多，資訊透明化使得企業獲得顧客忠誠度更形困難，然而顧客關係管理 (Customer Relationship Management, CRM) 能從每一位顧客的喜好與消費記錄，充分瞭解其需求，進而提供符合需求的產品及服務，在進入網路時代，CRM進一步演變為 eCRM (Electronic CRM, eCRM)，eCRM便是以「網路」為中心思考的CRM，除了擁有傳統的CRM程序之外，強調更有效地運用網路科技，eCRM有著成本更低廉、更快速方便的資訊交流，且期望在分析顧客的行為之後，能提供個人化的服務、實現低成本的一對一行銷，然而，eCRM 真能提高顧客忠誠度嗎？本研究以行動電話產業為研究對象，試圖從顧客的角度，了解 eCRM 與顧客忠誠度之間的關係，研究架構包含 eCRM 實務、顧客知覺的關係，以及顧客忠誠度三大構面，利用正典相關分析(Canonical Correlation Analysis)方法以驗證各項研究假設，調查範圍則是針對台灣地區有使用手機之消費者，採用網路問卷調查方式蒐集資料，有效樣本數目總計有844 份，研究所得之重點結論如下： 1.eCRM 實務構面的「電子行銷、電子商務」與顧客知覺關係構面的「情感承諾、社會利益」有顯著相關。 2.顧客知覺關係構面的「信任、情感承諾、特殊對待利益」與顧客忠誠度構面的「向他人推薦、交叉購買意願」有顯著相關。 3.為提高顧客忠誠度，「信任」與「特殊對待利益」非常重要，但電信公司在eCRM 的實施上，並沒有產生太多的信任與特殊對待利益，故電信公司應在此方面加以改善，以提高顧客之忠誠。 4.34% 的消費者未曾使用電信公司所提供的 eCRM ，故電信公司欲藉由eCRM 降低成本與提供更快速的資訊交流，勢必得努力創造顧客對電信公司網站之需求。 5.有使用網站與未使用網站之兩顧客獨立群體，在顧客忠誠度上並無顯著差異，故電信公司必須致力於提供多種管道，以及如何去整合每一項溝通管道之特質。

The management of rectal cancer has changed in many countries over the last two decades and resulted in improved survival for the majority of rectal cancer patients. In this thesis some surgical strategies and histopathological aspects to improve and clarify the management of rectal cancer patients are investigated. Even in the era of TME surgery and radiotherapy, a higher local recurrence rate and shorter survival for rectal cancer patients operated with abdominoperineal resection is reported. In the first paper we describe a new strategy with partial anterior en bloc resection of either the prostate or the vagina, resulting in very low local recurrence rates and excellent long-term survival. Histopathological examination of the specimen lays the foundation for decision making on oncological therapy. A positive circumferential resection margin (CRM) has, in previous papers, been related to a high risk of local recurrence. In the second paper we show that a CRM ≤ 1 mm was not correlated with an increased risk of local recurrence when patients were managed in a multidisciplinary setting with preoperative radiotherapy and optimal TME surgery. As the complexity of rectal cancer management is increasing, demands on organizational structure are growing. In paper three we could show that long-term survival was increased for all rectal cancer patients after the centralization to a single unit. Whether or not to resect the primary rectal tumour in patients with metastatic disease is an ongoing debate in the literature. In paper four, we studied the national management of rectal cancer patients with primary metastatic disease. Nineteen per cent of rectal cancer patients present with Stage IV disease and, at a national level, there is a clear shift to a more selective and restrictive approach. The 30-day mortality was low for patients that underwent a resectional surgery, for patients having an exploratory laparotomy, however, it was high. Overall survival was improved over time even though up to one fourth of patients received no surgical treatment.

The aim of the thesis is to evaluate customer relationship management in a selected organization through a questionnaire survey. At first was identified company marketing through 4P, making it possible to outline how the company does with the product, distribution, pricing and marketing communications. Subsequently, a survey was conducted on a total of 100 respondents. The questionnaire had 20 questions, in which customers expressed their satisfaction with the company's employees, offered goods, services and also compared the individual areas of business to competitors. After evaluation questionnaire was also conducted guided interview with the director of questions regarding the results of the survey. On the basis of all the facts were subsequently proposed changes that the company should take to improve customer relationship management.

Dissertação [mestrado) - Universidade Federal de Santa Catarina. Programa de Pós-Graduação em Engenharia de Produção. / Made available in DSpace on 2012-10-20T13:28:54Z (GMT). No. of bitstreams: 0 / O sistema bancário brasileiro está cada vez mais competitivo, não existindo grandes diferenças entre os produtos oferecidos por uma ou outra instituição financeira, e cada vez mais ele se torna impessoal devido às tecnologias de auto-atendimento, sendo assim há a necessidade de se dar algo mais para o cliente. Além do processo de globalização, cabe ressaltar que o constante desenvolvimento da tecnologia viabilizando a rápida comunicação e divulgação de grande quantidade de informações relevantes em pouco espaço de tempo, é de total importância para o atendimento dos correntistas. Diante disso como impacto direto do processo de globalização e da conseqüente oferta de produtos e serviços próximos entre si, da evolução tecnológica e o conseqüente volume de informação, ao longo dos anos está se testemunhando a força que o cliente tem. Os bancos estão percebendo que cada vez mais as relações com os seus clientes estão se tornando mais importantes, não basta mais atendê-los, é preciso conhecê-los. Demanda-se, assim, uma nova sistemática de relacionamento entre a empresa e o cliente, onde a necessidade de personalizar o atendimento é o ponto principal de hoje, haja vista a necessidade de satisfazê-lo, fidelizá-lo e de conquistar novos clientes.Por isso tem sido presenciado, nos últimos anos, uma demanda crescente no uso de pacotes de softwares destinados à gestão empresarial, os chamados sistemas CRM - Customer Relacionamento Management (Gestão de Relacionamento com o Cliente). Dentro desta nova realidade em que vive o setor bancário este estudo teve a intenção de realizar um diagnóstico entre a evolução dos sistemas de informação e a evolução das estratégias de marketing, analisando como ambas caminham no sentido de proporcionar uma maior personalização nas formas de comunicação e fidelização e clientes do Banco do Brasil, através de um estudo de caso longitudinal no período de julho de 2001 a dezembro de 2002, adicionando a uma pesquisa de campo realizado junto aos funcionários da instituição da cidade de Londrina, buscando conhecer a percepção dos mesmos com relação ao atendimento ao cliente, após a implantação do sistema CRM. Constatou-se que a implantação do CRM na agência está se mostrando eficaz. Houve crescimento na margem de contribuição (lucro gerado pelo cliente) e o aumento da venda de produtos, onde se percebeu que os melhores resultados foram encontrados no Nível de Relacionamento Exclusivo, onde os clientes são acompanhados/atendidos por um gerente de relacionamento.

Este trabalho trata sobre marketing bancário, mais precisamente sobre o processo de distribuição de produtos e serviços bancários. O processo de distribuição dos bancos sempre se caracterizou por uma distribuição direta. Inicialmente, através exclusivamente de uma rede de agências próprias. Posteriormente, ampliando o atendimento para caixas eletrônicos, internet banking, telefone, todas formas de atendimento direto. Recentemente, alguns varejistas passaram a oferecer produtos financeiros diretamente para seus clientes, num processo chamado de desintermediação financeira. O sistema bancário captou esta oportunidade e, ao invés de entrar em competição com os varejistas, adotou a desintermediação financeira como um canal indireto de distribuição, tornando os varejistas correspondentes bancários. O objetivo deste trabalho é compreender a deseintermediação financeira sob a ótica de marketing. No processo de desintermediação financeira analisado, os correspondentes bancários surgem como um canal indireto de distribuição. A introdução deste novo canal altera alguns conceitos do marketing bancário, produz mudanças nos relacionamentos dos clientes com as instituições financeiras, cria novas oportunidades e abre novos mercados ao setor bancário. Dada à concentração do mercado em cinco grandes bancos (Banco Itaú, Banco Bradesco, Banco do Brasil, Banco Santander e Caixa Econômica Federal), responsáveis por mais de 80% do mercado nacional, optou-se pela realização de um estudo de caso múltiplo, entrevistando executivos responsáveis pelos correspondentes bancários, fazendo observação no correspondente por meio do cliente misterioso e por meio de dados secundários. Como resultado, é possível identificar novos mercados que os bancos passaram a atender graças aos correspondentes bancários desses bancos, novas formas de relacionamento entre clientes e bancos, uma alteração no fluxo de distribuição e na estratégia de distribuição dos cinco bancos pesquisados. / This work deals with bank marketing, specifically on the process of distribution of banking products and services. The banks\' distribution process has always been characterized by a direct distribution. Initially, it was done exclusively through a network of own agencies. Later, the banks expanded the service to ATMs, internet banking, telephone, all forms of direct care. Recently, some retailers began to offer financial products directly to their customers, in a process called financial disintermediation. The banking system has captured this opportunity and instead of entering into competition with retailers, adopted the financial disintermediation as an indirect channel distribution, turning retailers in correspondent banking. The objective of this study is to understand the financial disintermediation from the perspective of marketing. In the process of financial disintermediation analyzed, correspondent banking arise as an indirect channel distribution. The introduction of this new channel changes some concepts of the banking marketing, produces changes in customer relationships with financial institutions, creates new opportunities and opens new markets to the banking sector. Because the concentration of the market in five major banks (Banco Itaú, Banco Bradesco, the Banco do Brasil, Banco Santander and Caixa Economica Federal), which account for over 80% of the domestic market, it was decided to carry out a multiple case study, interviewing executives responsible for correspondent banking and observe the banks correspondents by the mysterious client. As a result, you can identify new markets that banks began to meet thanks to bank correspondents, new forms of relationships between clients and banks, a change in the distribution of flow and distribution strategy of the five researched banks.