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  • About
  • The Global ETD Search service is a free service for researchers to find electronic theses and dissertations. This service is provided by the Networked Digital Library of Theses and Dissertations.
    Our metadata is collected from universities around the world. If you manage a university/consortium/country archive and want to be added, details can be found on the NDLTD website.

What's in it for You? : A Study of Perceived Customer Value among IKEA's Business Customers in the Kitchen Market

Grom, Karin, Janhans, Louise, Johansson, Emmelie January 2006 (has links)
Companies have started to concentrate more on customer relationship, meaning more attention on customer contact, instead of concentrating on the product. Those thoughts have further developed into that companies continuously create and add value for their customers, to keep them loyal and satisfied. Value can be created in different ways, and the companies need to understand the value factors that are considered most important among their customers. For the same reason IKEA commissioned this thesis; to know how to deliver greater customer value. Therefore the purpose of this thesis is to evaluate and rank the factors that perceive customer value for IKEA’s business customers in the kitchen market. With a quantitative approach in mind a market research is accomplished to find opportunities and solve problems of the existing strategy. Data was collected with help from a survey, in accordance with the method chapter. Further was the survey analyzed and interpreted with help from the theory in the frame of reference. The conclusions are presented in the end of the thesis. The theories within the subject of customer value show that price, performance and personalization are the main factors that contribute to perceived customer value. Good customer value can be achieved when price, performance and personalization are in harmony and exceeds customer expectations. When companies only present parts of the triad, maximization of perceived customer value cannot be reached. The empirical data, received through market research and personal communication with A. Larsson at IKEA, was analyzed with assistance of the theories. Through market research the factors that perceive customer value are identified, evaluated and ranked. The findings have made it possible to test if the model of price, performance and personalization is ac-curate in accordance to the reality. The findings show, in ranked order, that price, quality and distribution activities are the main variables creating customer value in the business-to-business relationship in the kitchen market. The authors found that price and performance are the main drivers behind perceived customer value. Personalization is also considered contributing to customer value, but works more as a motivation factor that is strengthening the business relationship. This guides us to the question; what’s in it for you? It is of high importance to understand that customers and groups of customers perceive value in different ways. This leads to that IKEA needs to consider what factors that are in there for you, as a business customer, and how those variables can be improved for a better business relationship.

"If you're gonna play the game, you gotta learn to play it right" : Relationship marketing in the online gambling industry

Hedberg, Joel, Liikanen, Jack January 2012 (has links)
Background: The expansion of the Internet has created nearly endless possibilities for innovations in regards to the e-commerce environment. However, as new technologies emerges, so do the competition on the market. The online gambling industry is not an exception to this notion, characterized by numerous providers with more or less identical market offerings. In order to create competitive advantage to ensure economical growth, a need for customer retention instead of acquisition has been identified. Research question: How can the utilization of relationship marketing foster long-lasting and value-bonded relationships between an online gambling company and its customers? Purpose: The purpose of this thesis is to enhance the understanding of relationship marketing and its endorsement in the process of creating long-lasting and value-bonded relationships, and how the concept can be utilized by online gambling companies. The purpose will be achieved by examining,  how online services correlates with online gambling services, and  in which way online gambling companies are actuating the concept of relationship marketing, and  by mapping values which active customers in the industry desires when gambling online. Method: The applied methodology is based on an inductive approach in coherence with the qualitative research method. The primary data which aims to enable the achievement of the stated purpose have been collected through the conducting of three focus groups consisting of online gambling customers in addition to a individual interview representing the online gambling industry perspective. Conclusion: The findings from the empirical data have identified that the online gambling customer has hard to identify the very purpose of a potential relationship with an online gambling company. However, much of the value strived for by the customer can be generated by the successful implementation of an relationship marketing approach. Hence, relationship marketing can be a useful approach for online gambling companies in order to foster long-term and value-bonded relationships, with the simple understanding that the approach itself can generate desired customer values, and that relationships as such does not represent a value strived by the online gambling customer. Suggestion for further research: See section 5.2 page 58 Keywords: Services, Online gambling industry, Relationship marketing, Customer value

Analysis of Electronic Payment System Implementation for Bank Innovation with NEBIC Theory

Tsai, Fu-cheng 19 July 2007 (has links)
The rapid development of the information technology (IT), coupled with the dynamic changing industrial environment, is promoting the IT as a significant application for the banking to quickly response customer needs and maintains competitive advantage. To do so, banking need to have the ability to investigate the emerging technology, match the technology for economic opportunity, adjust the innovation for business grow, and evaluate the customer value for doing so. This study uses the ¡§Net-Enabled Business Innovation Cycle¡¨ (NEBIC) theory to analyze the above issues for the banking when banking promotes the electronic payment system. The results indicate that the application of the electronic payment system can create new value in opening the business globalization opportunity and reducing the transaction cost and time, repetitive data input and chance of human error. Based on these findings, some measures for emerging IT implementation are suggested. The study offers insights that the adopters can focus on to improve their understanding in business opportunity, needed capability for innovation and potential customer value when implementing an emerging technology.

Precision Marketing Management : probe into way of existence of chinese small and medium-sized enterprises (SMEs) by analyzing parker hannifin (china)

LIU, JUN January 2011 (has links)
Purpose/Research questions Aiming at the problem that the management efficiency of many Chinese small and medium-sized enterprises is generally low, the paper is to find the method in the aspect of marketing management to improve the management for the enterprise to meet challenges of globale market competition. According to the thoughts of Kotler(2006, p814), the future marketing shall be in a direction towards holistic marketing from marketing department . The paper discusses whether it is feasible for the Chinese small and medium-sized enterprises to use the precision marketing management method to optimize and integrate the resources and improve enterprises’ capacity. Research design/methodology/Approach The paper discusses the feasibility of the research subject through combination of theoretical research and case discussion. Analyze and discuss on experience of Parker Hannifin(China) to summarize ideas and implementation methods of precision marketing management to provide reference to the management of Chinese small and medium-sized enterprises. Findings Through the analysis and discussion on Parker Hannifin(China) and combination of marketing theory and value chains theory, I find that lean thinking may help the small and medium-sized enterprises inChinato utilize the limited resources in a reasonable way and improve enterprise capacity. Research limitations/implications Starting with marketing management, the paper discusses how to improve the efficiency of value delivery and thus win advantage through changing the extensive management method of enterprises. However, the small and medium-sized enterprises inChinastill have the problems such as brand resources and technological resources, etc., therefore, precision marketing can not generally improve the enterprises’ comprehensive competitive capability. Several competition methods, such as technique introduction, strategy alliance and so on are still needed to improve the enterprise’ comprehensive competitive capability, only in this way can the enterprises may win in the competition. Originality/value of the research Different from other papers, the paper, in the light of the characters of Chinese existing small and medium-sized enterprises, mainly discusses the application of precision marketing management of small and medium-sized enterprises adopting extensive management. Therefore, it has the particularity in marketing cultural environment, such as Chinese policy and customers' preference; its application shall be more specific, and has stronger pertinence.

Customer Relationship Management as aspect of Information Sharing Applications: A Case Study of China Steel Corporation

Wang, Chin-lin 27 August 2005 (has links)
There are numerous 100% continuous casting process steel making plants planning to build in the coming years, and therefore competitions in-between are to be more severe. To be competitive in the future , the on-the-time-being steel making furnace plant must be agile and responsive to changing market, yet also able to operate efficiently. Customer Relationship Management (CRM) is necessary for the present enterprise to retain valuable customers and to acquire valuable potential customers rather than to merely achieve market share. In the data based marketing area, customer response model with characters of targeting and predicting customers is gradually important than the past. Further more, supply chain management (SCM) is another important competitive trend in industry, in which information is one of the active performance factors. The company of this case study has abundant transactions data and relies heavy on information communicating with customers. This study following the rule of CRM 10C model, gathering customers relationship data in the first place, distinguishing customers with customer¡¦s value and customer¡¦s response model, can hopefully extract customerized needs of implicit information sharing knowledge on the purpose of CRM by improving SCM efficiency. There are four distinct clusters from analyzing 414,651 customer¡¦s transaction data of two years which are ¡§The right Stuff¡¨ , ¡§ Fatal Attractions¡¨ ,¡¨Odd Couples¡¨ and ¡§Ghosts¡¨ , and clustering were verified by the ¡§K-means¡¨ method commonly used in Clustering analysis. By analyzing the questionaries collected from customers, subjected to the aspect of needs of information sharing levels, types , qualities and extents came out different cluster¡¦s needs vary in information levels, qualities and extents. As more study on information sharing and customer¡¦s loyalty, results of customer loyalty affected by information sharing were found and would be more dominant if trust is add in between information sharing and customer¡¦s purchasing will .

The Effect of Knowledge Miscalibration on the Dimensions of Consumer Value

Razmdoost, Kamran 03 1900 (has links)
Consumer value is an important determinant of consumers’ post-use behaviour, for example satisfaction, repeat purchase and word of mouth. The existing research mainly looks at the factors associated with the product and service providers to improve consumer value. Few studies on the role of the consumer in shaping consumer value have found consumer knowledge to be an important element in shaping consumer value. Adopting critical realism, this PhD expands this area of knowledge by investigating knowledge miscalibration (i.e., the inaccuracy in subjective knowledge) as a significant antecedent of consumer value. Most of the time, consumers’ perceptions of what they think they know (i.e., subjective knowledge) has been shown to be different from what they actually know (i.e., objective knowledge). Thus, subjective knowledge is usually inaccurate. This inaccuracy in subjective knowledge relative to objective knowledge is called knowledge miscalibration. Although the effect of knowledge miscalibration on consumers’ purchasing decisions has been investigated in the consumer behaviour literature, its role in the use stage of consumption has received much less attention. The aim of this research is to examine the effect of knowledge miscalibration on product or service use, and more specifically on the value consumers derive from actually using products or services (i.e., value-in-use). In this research a critical realism paradigm is pursued, implying that reality exists in the three domains of the empirical, the actual and the real. The research starts with observing regularity in the empirical domain (i.e., consumer value) followed by imagining the causal power in the actual and the real domains (i.e., knowledge miscalibration), shaping the research question. A retroductive strategy is followed, firstly by proposing the effect of knowledge miscalibration on consumer value and secondly by conceptually and empirically testing this relationship. This research conceptualises that knowledge miscalibration influences consumer value dimensions, described as efficiency, excellence, play and aesthetics. It is suggested that underconfidence (i.e., knowledge miscalibration where subjective knowledge is deflated) and overconfidence (i.e., knowledge miscalibration where subjective knowledge is inflated) influence consumer value dimensions differently as they generate different consequences in use. Therefore, a conceptual model is developed that describes the effect of knowledge miscalibration (i.e., overconfidence and underconfidence) on the dimensions of consumer value. The empirical part of the research is designed by conducting a covariance-based study and an experimental investigation in order to gain both internal and external validity. The covariance-based investigation is conducted in the context of amazon.com online shopping. Knowledge miscalibration and consumer value dimensions are measured in this study. This study supports the negative effect of underconfidence on efficiency, excellence, play and aesthetics and the negative effect of overconfidence on play. The experimental investigation is designed in the context of prezi.com, an online dynamic presentation creation website that enables its users to move between slides, words and images during their presentations. In this study, overconfidence and underconfidence are manipulated and their effects on the dimensions of consumer value are examined. The findings of this study show that underconfidence negatively influences efficiency, excellence and aesthetics, while overconfidence negatively impacts excellence, play and aesthetics. Overall, this PhD concludes that knowledge miscalibration negatively influences the dimensions of consumer value, with the exception of overconfidence impacting efficiency. The contradictory results of the covariance-based study observed in the experimental study can be explained through its inability to account for reciprocal relationships (i.e., where consumer value dimensions also impact knowledge miscalibration) and the existence of a third variable affecting both independent and dependent variables. Furthermore, the context of the experimental study (employing a new consumption task) is proposed to be the main reason for the lack of support for the effect of underconfidence on play.

The effect of corporate social responsibility on consumers buying decisions : An empirical study of a Swedish grocery retailer

Hellqvist, Erik, Malmström, Hans-Magnus January 2016 (has links)
Aim: The aim of this study is to analyze how CSR affects consumer behavior and how consumers are affected by, act on and behave as a result of the CSR strategies implemented by Coop grocery stores. If people are aware, have knowledge and what they know about Coop´ CSR work will be analyzed and compared with the help of survey investigations conducted in both Stockholm and Gävle. Like most big food retailers, Coop has a stated policy, but we will investigate if their CSR work makes a difference and if so - how, in the mind of the consumers. Method: A survey with 16 questions was constructed and these questions were adjusted to previous research made about CSR and its impact on the consumers and their buying decision process. The data was collected at the entrance of two Coop food retails stores, one in Gävle and the other in Stockholm. People that were at least 18 years of age were asked to participate. A total of more than 200 questioners added together in both cities were willing to participate. The data was analysed with the help of the statistical analyse program SPSS, where a regression analysis was made which we combined with a thematic analysis. Result and Conclusion: Our research indicates that consumer doesn't engage in the grocery stores work with CSR. Consumers do consider the ecological assortment but they find the price to be an obstacle when it comes to actually buying ecological products. Our study shows that there is no link between buying ecological products and loyalty towards Coop. For Coop to sell more ecological products, we suggest they should lower the prices or increase the knowledge among consumers to motivate a higher pricing. Suggestion to further research: Our study could easily be made on other food retail stores as it would be interesting to investigate if and how the end results would differ. Contribution of thesis: Our thesis gives Coop the opportunity to evaluate their CSR work and more importantly, its impact on its consumers, where suggestions are made on how to improve their CSR strategy.

Om kunden själv får välja : En kvalitativ studie om hur köpkanaler kan integreras för att skapa kundvärde / If the customer itself gets to choose

Carlenfors, Emma, Åkerlund, Sara January 2016 (has links)
Syfte: Vårt syfte med denna studie är att ur ett företagsperspektiv undersöka hur köpkanaler kan integreras för att skapa kundvärde. Forskningsfrågor: Hur kan företag möta olika målgruppers behov genom att använda omnikanaler? Hur kan företag underlätta kunders vardag genom att använda omnikanaler? Hur kan företag förenkla kunders köpbeslut genom att använda omnikanaler? Metod: Studien är av kvalitativ karaktär, med en kombination av induktiv och deduktiv ansats. Den empiriska datan är insamlad genom sju semi-strukturerade intervjuer. Slutsats: Livsmedelssektorn genomgår idag en revolutionerande förändring där den försöker integrera köpkanaler och anpassa sig i en omnihandel. Kunden är idag mer medveten och aktiv än vad den någonsin tidigare varit, varefter den ställer högre krav på att företag ska förse dem med praktiska lösningar som genererar höga kundvärde. Studien resultat påvisar att det existerar en viss osäkerhet vid köpbeslut via online handel och vi kan konstatera att företag kan möta denna problematik genom att förse kunden med produktinformation samt skapande av förtroende. Studiens resultat indikerar på att företag bättre kan möta kunders behov och önskningar om de använder sig av psykografiska variabler vid segmentering. Genom att aktivt ta ställningstagande för hållbar utveckling kan företag attrahera den medvetna och aktiva kunden som förekommer på dagens marknad. Vi kan konstatera att kunden vill handla när, var och hur den vill vilket ställer krav på tillgänglighet och integration av köpkanaler. Studien har även påvisat att livsmedelssektorn inte implementerat mobila applikationer i den mån kunden önskar, men att detta är under utveckling. Teoretiskt bidrag: Studien bidrar med riktlinjer vilka kan följas vid utvecklingsarbetet gällande omnihandeln. Förslag till framtida forskning: Livsmedelssektorn har idag börjat integrera köpkanalerna för att möta kundernas krav och behov, men som framkommit ur studien finns det en problematik kring att skapa lönsamhet av denna verksamhet. Vi föreslår därför vidare undersökningar som fokuserar på hur aktörer inom livsmedelssektorn kan skapa lönsamhet i en omnihandel. / Aim: The aim of the study is to investigate from a business perspective how purchase channels can be integrated to create customer value. Research Questions: How can companies meet the needs of different target groups by using omnichannels? How can companies facilitate customers daily lifes by using omnichannels? How can companies simplify customers purchase decision by using omnichannels? Method: The study is of qualitative character, with a combination of an inductive and deductive approach. The empirical data has been collected through eight semi-structured interviews.  Conclusion: The food industry is experiencing a revolutionary change where it tries to integrate buying channels and adjust to an omnichannel environment. Today’s customer is more aware and active than it ever has been before, from what their demands are higher on the companies to provide them with practical solutions, which generate high customer value. The study shows that certain insecurity exists concerning the buying decision online and we note that companies can meet these problems by providing the customers with product information and trust creation. The result of the study indicates that companies can meet the needs and wishes of their customers in a better way by using the psychographics variable when segmenting.  By actively taking a stand for sustainable development companies can attract the conscious and active customer present on todays market. We can conclude that the customer wants to shop when, where and how it wants to which requires availability and integration of buying channels. The study has also shown that the food industry not yet implemented mobile applications to the extend the customer wishes, but that it’s developing. Contribution of the thesis: The study contributes with guidelines, which can be followed in the progress work concerning the omnichannels. Suggestion for future research: The food industry has today begun to integrate buying channels to meet customer demands and needs, but that emerged from the study, there is a problem on creating profitability. We therefore suggest further research that focuses on how companies in the food industry can create profitability in an omnichannel world.

Business excellence model for retail banking

Wong, Yuk Lan January 2000 (has links)
Creating customer value and building stockholder value are the cornerstones for excellence in any business endeavour. In an under-developed economy, financial institutions may accomplish these objectives through a customer focus strategy and implementation of some quality management principles. However, with the increasing accessibility to new technologies and intensified competition, managers have been alerted and become more aware of the fact that achieving excellence is made even more difficult - financial institutions must now do much more to excel in the competitive retail banking environment of the new millennium. It is believed, and the findings of the present work support, that the formulation of a robust improvement model capable of guiding through the whole excellence pursuant process will provide a solid foundation for successfully meeting the challenge. The burning desire to enhance competitiveness and drive for achieving business excellence have nurtured the development of a new Business Excellence Model for successful implementation of TQM in retail banking. It was found that existing TQM and business excellence models provide only prescriptive and indicative roadmaps for companies to follow but fail to provide a complete coverage of TQM concepts, holistic measure of business excellence and validated links between TQM elements and business excellence. Hence, some financial institutions may cast doubts on their applicability of TQM because the relationships between TQM principles and the results of business excellence are not assessed. As such, it should be valuable to develop and provide a model, which is capable of covering the TQM essence in a structured way to drive total quality improvement efforts. The present research aims to develop a theory-driven as well as practical model for retail banks and the retail banking sector to achieve business excellence. In the process, Hong Kong retail banks and the Hong Kong retail banking sector were chosen as the context for the present research to obtain valuable data on how successful implementation of TQM essence could contribute to business excellence in a Chinese society. Both employees and customers inputs, being the important sources of stakeholder information, have been the basis for analysis. Top performing bank's executives were interviewed to identify the core activities and factors that determine their bank's success. Further, data were collected from executives of 47 retail banks in Hong Kong. Structural equation modelling was employed to develop the new Business Excellence Model (BEM). SEM's software programme was employed to analyse the goodness of fit of the new BEM. The forces of excellence indices and business excellence indices of the sampled retail banks were computed using the Partial Least Squares (PLS) technique. The same procedure was also applied to the data collected ll from retail customers in the survey to measure the level of customer satisfaction of the retail banking sector. The indices of the BEM were then matched to the customer satisfaction indices of retail banks and retail banking sector for higher level of analysis. Findings of the present work indicate that the new BEM fits the data of the 47 retail banks very well. The BEM is a valid and reliable model for enabling retail banks to review the current level of practice in relation to their critical success factors continuously. With the new BEM, they can now measure and drive improvement in their critical activities and finally achieving business excellence. Similar results obtained for customer focus dimension of the BEM and the customer satisfaction measurement have further substantiated the robustness and usefulness of the new BEM. Hence, the new Business Excellence Model should be a valuable means for retail banks and the retail banking sector to pursue business excellence and to gain a competitive edge in the new millennium.

Lean Production i den offentliga sektorn : Hur kan Lean Production påverka medarbetare att jobba med ständiga förbättringar och kundvärde?

Mårtensson, Simon, Kaur Maan, Ramnpreet January 2015 (has links)
Abstract Title: Lean Production in The Public Sectors Level: Final assignment for Master of Science in Business Administration. Authors: Simon Mårtensson and Ramnpreet Kaur Maan Supervisor: Stig Sörling and Tomas Källquist. Examiner: Lars-Johan Åge Date: 2015 – June. Aim: The use of Lean Production in the public sector is increasing and there are still opportunities for improvement that contributes to a higher customer value. According to previous research that has been done, there is a lack of research in the field of Lean production in the public sector. Thus, the aim of this study is to create an understanding of how Lean production as a concept can help to influence employees to work with continuous improvements and customer value in the public sector. Method: The study has a hermeneutic perspective as a starting point where the substance is studied from an operator approach. We have chosen to build our study with the help of deduction starting with a theoretical framework and then go into the empirical framework. The foundation is built around a case study with a qualitative approach through the semi-structural interviews. Collecting data and analysis has been done through coding to achieve the most essential of it. Result & Conclusion: The study indicates that continuous improvement and customer value are tools that the public sector largely works with. To obtain this the respondents, which represent the authorities, uses Lean meetings, Lean board and shows concrete examples of changes that have a positive impact on the company. Suggestions for future research: We believe that further research on how employees are affected by the work for continuous improvements and customer value in the private sector is of great interest. Contribution of the thesis: The study shows that it is needed to motivate employees so that they will work on continuous improvements and customer value. In connection with this, there are tools that the public sector can use to promote the motivation, which is education and feedback. Key words: Lean Production, employees, continuous improvements, customer value, the public sector.

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