Our purpose with this research has been to obtain a deeper insight and understanding for the phenomenon and term “weekday-luxury.” Through our research, we have found a link between value, service, brands and consumer behaviour into a relationship that we termed “weekday-luxury.” This link of values is particularly interesting to us and we are curious about the underlying motivation to “weekday-luxury” and the driving forces underlying the phenomenon. We have noticed in society that people need something extra in their daily lives and we attempt to speculate where their perceived value lies through the concept of “weekday-luxury." Our goal is to determine a deeper understanding and insight into this phenomenon and how it meets our needs through an identifiable pattern. We also analyze the nature of “weekday-luxury” and its meaning. This essay further focuses on peoples effort to “treat ourselves” from which we have chosen a market-oriented perspective, as well as a quantitative method, from which we have performed eight personal interviews and three mail interviews.

Impulsyvus pirkimas yra nagrinėjamas daugelį metų, siekiant išsiaiškinti vartotojo vidinius motyvus, išorinių veiksnių įtaką šiam reiškiniui. Daugiau nei pusė pardavimo pajamų gaunama iš impulsyvių pirkimų. Tad išsiaiškinus, kokie faktoriai įtakoja vartotojų impulsyvius pirkimus, būtų galima padidinti pardavimų skaičių. Darbo tikslas buvo išanalizuoti impulsyvaus pirkimo ypatumus ir motyvus bei jų įtakojimą. Darbą sudaro trys dalys – teorinė, praktinė ir projektinė. Pirmoje dalyje aptariami teoriniai impulsyvaus pirkimo aspektai, pateikiami anksčiau atliktų tyrimų apžvalga. Antroje dalyje pateikiami darbo autorės atlikto tyrimo rezultatai, metodika. Trečioje dalyje aprašomas impulsyvaus pirkimo skatinimo projektas, įgyvendinimo sąlygos. Teorinėje darbo dalyje aptariami užsienyje atlikti tyrimai, kurių rezultatai parodė, jog dauguma užsieniečių perka impulsyviai. Atlikus tyrimą, paaiškėjo, jog dauguma Kauno gyventojų planuoja savo pirkinius ir tik retkarčiais perka neplanuotas prekes. Šiai problemai išspręsti projektinėje dalyje buvo pateiktas vartotojų požiūrio keitimo projektas. / The researches of impulse buying has took lots of years in a row tracing consumer motives, influence of external factors. As marketers agree there are more than half of income that is received from sellings based on impulse. Therefore it is essential to find out which motives influence impulse buying. The purpose of this diploma work was to analyse motives and singularities of impulse buying. The paper work consits three main parts – theoretical, practical and designed. The first part of the work holds theoretical aspects of impulse buying and includes the review of previous researches done abroad. The second part consists of results from research and it‘s review. The last part is designed to introduce the solution that define how to stimulate impulse buying behaviour. Theoretical background has showed that most of foreigner consumers buys on impulse. But research that took place in Kaunas has showed that most of customers tend to plan their purchases. Therefore there were introduced few solutions how to change customer attitude in the third part of this diploma work.

The study investigated the perception of Business Management students towards the grey market industry. An extensive literature review on customer satisfaction, buyer behaviour and market segmentation was undertaken. The research instrument took the form of a questionnaire, using five-point likert scale questions, multiple rating list scale questions and dichotomous questions. The questions were distributed to a sample of ninety students. The study is based on fifty returned questionnaires. The descriptive statistics were generated using the SPSS software program. The study is concluded with recommendations, which Govan Mani may wish to consider during its strategic planning process. / Thesis (MBA)-University of Natal, 2003.

In pace with a growing awareness among customers, so does the demand for sustainable products increase in various markets. Sustainability is even referred to become a mega-trend (Lubin & Esty, 2010). Although, extensive research can be found on sustainability and its three pillars; environment, social and economic, little is known whether there is a general customer demand for sustainability for any type of good. Therefore, this study’s purpose has been to compare sustainability demand for convenience goods and shopping goods, with the research question ‘Is the customer’s sustainability demand different between different types of goods? And if so, what are the differences?’ By using a deductive approach, hypotheses has been drawn by examining existing research in the fields of consumer behaviour, customer behaviour and sustainability in general but also for the food and apparel industry respectively.With a quantitative method using a questionnaire, primary data has been collected of customers’ sustainability demand within the food and the apparel industries as representatives for convenience goods and shopping goods respectively. The questionnaire was designed to capture customers’ sustainability demand based on their perceived importance of the three pillars of sustainability. A comparison between the industries resulted in significant mean answers of 3,97 for food and 3,17 for apparel, on a six-point scale. Further,a marginally equal level was demanded for the three pillars within food whereas the environmental pillar was considerably less ranked within apparel. The study further compares the sustainable attitude against sustainable behaviour. Actual buying of sustainable goods within all three pillars was shown to be lower than demand for both types of goods. Lastly, an exploratory research was conducted on the two types of goods in combination with demographic factors, resulting in indications of what factors companies should take into consideration. The final conclusion of the research question was that there is a difference in customers’ sustainability demand for different types of goods.

The main objective of this thesis is to study how the structures of a sell dialog, via a web shop, should be designed in order to support and inspire the customer. To get the answer to this question I use a qualitative and quantitative method. The qualitative method is applied in connection with different interviews. The quantitative method is used to analyze different answers given from those who are interviewed. I also use the deductive method due to my interest of studying how reality can relate to the theories with the choice of the subject. Moreover, this thesis is structured by three main perspectives; company, customers and techniques. The theoretical part of the thesis includes definitions and theories about electronic business, customers’ behaviour and technique, UML (Unified Modelling Language), which is a visual syntax for visualising, specifying, constructing and documenting system engineering, and UP (Unified Process), which is a method that complements UML. Furthermore, the empirical part of the thesis includes interviews with Chris Jangelöv and Patrik Cardell (Visma Spcs), who are representing the companys’ perspective on a sell dialog via a web shop. For the customers’ perspective on the subject, I collect and outline the interviews from Visma Spcs customers. Moreover, I review the interview with David Nadel, where he discusses the UML and UP techniques and also electronic business in general. As for the results, I come to the conclusion that a web shop should be structured from a customer´s perspective and his/her inquiries concerning the products and services. UML and UP, however, are techniques that focus on the structuring of data and processes without taking the developing dialogue with the customer into serious account. These techniques do not address issues of why a web shop is used as it is, UML and UP only apply what a web shop can look like and how it could be used. Therefore, I argue that there is a lack of connection between the UML and UP techniques and the real live user and actual use. I also reached the conclusion that there should be three main building blocks when structuring a sell dialog via a web shop. These are; structure, information and navigation.

This study presents a data-driven simulation framework in order to understand customer behaviour and therefore improve customer retention. The overarching system design methodology used for this study is aligned with the design science paradigm. The Social Media Domain Analysis (SoMeDoA) approach is adopted and evaluated to build a model on the determinants of customer satisfaction in the mobile services industry. Furthermore, the most popular machine learning algorithms for analysing customer churn are applied to analyse customer retention based on the derived determinants. Finally, a data-driven approach for agent-based modelling is proposed to investigate the social effect of customer retention. The key contribution of this study is the customer agent decision trees (CADET) approach and a data-driven approach for Agent-Based Modelling (ABM). The CADET approach is applied to a dataset provided by a UK mobile services company. One of the major findings of using the CADET approach to investigate customer retention is that social influence, specifically word of mouth has an impact on customer retention. The second contribution of this study is the method used to uncover customer satisfaction determinants. The SoMeDoA framework was applied to uncover determinants of customer satisfaction in the mobile services industry. Customer service, coverage quality and price are found to be key determinants of customer satisfaction in the mobile services industry. The third contribution of this study is the approach used to build customer churn prediction models. The most popular machine learning techniques are used to build customer churn prediction models based on identified customer satisfaction determinants. Overall, for the identified determinants, decision trees have the highest accuracy scores for building customer churn prediction models.

Abstract Date:                         2020 June 08 Level:                        Bachelor thesis in Business Administration, 15 cr Institution:                School of Business, Society and Engineering, Mälardalen University Authors:                   David Kuwa                                   Sajjad Ahmed                                  (87/01/12)                                      (88/01/03) Title:                         Return it or not?                                  How informed e-commerce customers are in relation to environmental effects caused by e-purchase returns. Tutor:                       DAVID FREUND Keywords:                E-commerce, Returns and return policies, Customer behaviour, Environmental factors Research question:                   How informed are e-commerce customers regarding negative environmental impacts of e-commerce returned goods? Aim & Purpose:        To understand the environmental effects caused by E-commerce purchase returns and research on how informed the E-commerce consumers in Sweden are on these effects in subject to their buying and returning behaviour. Method:         Qualitative research method approach is used where focus groups are organized and discuss with the help of semi-structured discussion questions   Conclusion:   Online buyers concentrate more on the return policy a company gives, and many will utilize the free policies to order goods impulsively, just to later make returns of the extra goods that they do not require. They found using e-commerce to return goods to be very beneficial. This is as a result of little knowledge of the environmental effects caused by goods returns. Given ample information by retailers, (which many consumers suggest is necessary), customer could practice more caution in making order returns.

Due to COVID-19 the authors of the following study aim to examine how COVID-19 has affected society by studying its impact on grocery stores. The following study is based on a case study design where a total of four respondents have participated. All respondents are store managers and they have all been interviewed regarding questions that emphasise COVID-19 and its effect on their business, as well as how click & collect has played a role during COVID-19. The following study has used a qualitative research strategy with intentions to generate qualitative interviews that will underpin the result of the study. In order to answer the thesis, an issue was formulated that reads as follows: How and why has restrictions in physical stores during COVID-19 affected store managers in grocery stores and their sales through click & collect? In order to answer the issue that the study has presented, the study has been delimited to stores that are based in Stockholm. Furthermore it shall be said that the respondents who have participated in the study did so with the intention to remain anonymous. The conclusion of the study showed that click & collect has had an impact on grocery stores during COVID-19 due to the fact that store purchases have increased through the shopping channel. Furthermore the study presented that a new state of normality due to COVID-19 has occurred which benefits sales through click & collect. Finally the study has also shown that a synergy between the grocery stores physical and digital sales channels have occurred which benefits click & collect.

Background: The retail sector is rapidly developing over the past years. Retailers are investing more efforts and resources to provide a seamless experience through multiple channels. These developments led to significant changes in customer behaviour. Customers buying activities and way of selecting the products and retailers faced different changes and developments. The online retailing sector is entitled to continuous development. The latest development was due to the Covid-19 global pandemic that came without any previous notice. The customer behaviour starts adopting the digital online channels in most of their needs and wants. The appearance of new customer behaviour patterns due to Covid-19 lead to the emergence of new customer behaviour.Purpose: This study is of an exploratory and constructive nature. It is concerned with deepening the knowledge about the change in customer buying behaviour brought by Covid-19 on the retailing sector. The aim of the study is to identify and test new behavioural patterns that would influence the Swedish millennials’ in selecting between online and offline stores for shopping and buying fashion products.Method: An abductive approach was followed in this paper. Mixed methods of both qualitative and quantitative were used to fulfil the purpose of this exploratory research. The research followed a sequential exploratory design of two data collection phases. Theiiempirical data was conducted from (4) focus groups sessions with a total number of (20) interviewee, and (94) relevant responses from a web-based survey.Conclusion: The study has revealed two significant findings and contributed to propose a conceptual model. The fruitful results of this study are: (1) there is a vast customers’ migration towards online stores. (2) there are new behavioural patterns related to Covid-19 that are influencing the customer buying behaviour. (3) A proposed conceptual model which is concerned with the factors influencing the customer buying behaviour in selecting between online and offline fashion stores.

Yes / Every contact centre engages in some form of Call Quality Monitoring in order to improve agent performance and customer satisfaction. Call centres have traditionally used a manual process to sort, select, and analyse a representative sample of interactions for evaluation purposes. Unfortunately, such a process is characterised by subjectivity, which in turn creates a skewed picture of agent performance. Detecting and eliminating subjectivity is the study challenge that requires empirical research to address. In this paper, we introduce an evidence-based machine learning-driven framework for the automatic detection of subjective calls. We analyse a corpus of seven hours of recorded calls from a real-estate call centre using a Deep Neural Network (DNN) for a multi-classification problem. The study draws the first baseline for subjectivity detection, achieving an accuracy of 75%, which is close to relevant speech studies in emotional recognition and performance classification. Among other findings, we conclude that in order to achieve the best performance evaluation, subjective calls should be removed from the evaluation process, or subjective scores should be deducted from the overall results.