Nowadays with the development of Internet, there is a shift from offline to online travel agencies. Challenges like customer loyalty go hand in hand with advantages such as fast speed and convenience. This paper aims to identify what are the determining factors that have an impact on customer loyalty to online travel agencies through an empirical study of Expedia, an online travel booking platform. According to the research of previous literature, this paper proposes seven factors that have an influence on customer loyalty in the environment of online travel agencies. Then a new framework is outlined and seven hypotheses are generated to address the research questions that are put forward. This study adopts an online questionnaire, a quantitative strategy, as the method to collect data. After analysis, the results support five outlined hypotheses and two are not supported. Finally, the findings will provide some managerial implications to improve the customer loyalty to Expedia and also be helpful for the whole online travel agency market.

Digitaliseringen har bidragit till stor utveckling av internetanvändningen och förändrat vår men även företagens vardag. En relativt nya och ökande teknologisk lösning kallat Internet of Things (IoT), förväntas erbjuda transformerade lösningar för verksamheter och privatpersoner. IoT innebär att människor, maskiner och fysiska objekt sammankopplas via internet. IoT gör att företag kan möta men även överträffa kundernas behov och förväntningar. En avancerad teknologisk lösning kan även genererar motsatt effekt på marknaden. Därför måste företag förstå om tekniken genererar i ett ökat kundvärde eller om den endast skyndar på en redan snabb och stressig vardag. Syftet med studien är därför att skapa förståelse för hur internetuppkopplade produkter kan generera kundvärde. När en produkt utvecklas är det väsentligt att förstå vad som skapar kundvärde och kundnöjdhet. Produktfunktioner är en del av produkten, och används för att differentiera sig på marknaden, skapa konkurrenskraft och skapa kundvärde. Genom IoT kan bland annat produkter styras och kontrolleras på distans, samtidigt som data och rörelsemönster kan registreras och analyseras. IoT kan sedermera användas för att underlätta vardagen och skapa ett kundvärde. Studien har baserat sig på en abduktiv metodologisk ansats. För att samla in empiriskt material har forskarna bedrivit deltagande observationer och ostrukturerade intervjuer. Grounded theory har använts som analyssätt av det kvalitativa materialet. Utifrån studien har forskarna kommit fram till att det finns ett behov av internetuppkopplade produkter samt att samhället blir mer influerat av IoT. Däremot är IoT inte är ett konstant behov. Teknologin måste anpassas utefter kundernas behov för att inte skapa förvirring. Av studien visar det sig även att IoT kan generera ett kundvärde genom att slutanvändarna kan få större kontroll och information gällande deras arbete. Styrningen kan generera ett vagt kundvärde. Studien påvisar även ett värde i att få bättre återkoppling med hjälp av IoT. Det fanns även ett kundvärde i att sammankoppla enheter för att få information tillgänglig på ett enklare sätt. / The Digitalization has over the years made a huge impact of internet usage and information technology which in turn, have influenced and changed our daily lives. One of the latest trends within the digital development is called Internet of Things which has and is expected to grow and contribute to big changes in society. The purpose of this study is therefore to create an understanding for how internet-connected products may potentially generate customer value. The researcher´s have made their study on dishwashing machines to be able to see if there are any benefits of internet-connectivity that can generate customer value for the users of these products. The researcher’s used both participatory observations and unstructured interviews to collect the empirical material. One conclusion of this study is that there is a need of internet-connected products and that society is getting more and more influenced of IoT. The need of IoT is still not constant, the technology must be tailored to the needs of the customer. Another important thing that this study has shown is that internet-connectivity shouldn´t be used for the sake of connection but rather for creating benefits and customer value. IoT can generate customer value to end-users since they can get more control through better monitoring and information about their work. The study also shows a value in getting better feedback with IoT to the end users. There was also a customer value in linking devices to get information available to the area where the end users are operating.

Muitas tendências têm caracterizado o varejo moderno, entre elas a competição entre a loja física e a loja online. Cada vez mais se observa a necessidade do varejo com loja física investir em ações que criam valor para o cliente durante a sua compra, tornando esse ato um momento prazeroso. Para se obter um maior êxito no desenvolvimento de estratégias que proporcionam experiências positivas torna-se importante entender os fatores tangíveis e intangíveis que oferecem valor para o cliente. O objetivo deste projeto é compreender o que os shoppers, papel exercido por uma pessoa durante o processo de compra, valorizam na experiência de compra. A pesquisa utilizou o modelo de cadeia meios-fim para identificar os elementos formadores de valor para o shopper em um varejo especializado em brinquedos. O valor para o cliente sob a perspectiva da experiência completa de compras tem sido um aspecto pouco estudado no âmbito do varejo, assim como a influência da loja na criação de valor. A revisão da literatura cobriu os seguintes tópicos: o setor de varejo e o varejo de brinquedos, marketing e varejo, o shopper e seu comportamento de compra, valor sob a perspectiva do cliente e experiência de compra. Foram realizadas 15 entrevistas em profundidade por meio da técnica laddering, com mães responsáveis pela compra de brinquedos onde buscou-se obter como resultado as representações chave do valor para o cliente no contexto da experiência de compra. As principais representações encontradas como fruto da pesquisa foram: (i) a loja de brinquedos é um meio de se obter estímulos que auxiliam na formação das crianças; (ii) os estímulos mágicos e lúdicos despertam lembranças e fantasias; (iii) o tempo e o dinheiro são recursos importantes no momento da compra; (iv) o brinquedo buscado é aquele que desperta o desejo da criança; (v) a variedade ofertada é importante para suportar a escolha; e (vi) o sentimento de se fazer uma boa compra é um fator desejado. Finalmente, foram propostas alternativas para que o varejo possa oferecer, com uma frequência cada vez maior, experiências de compra que gerem valor para seus shoppers. / Many trends have characterized the modern retailing, including the competition between the brick and mortar and online stores. Brick and mortar stores have to find new ways to create shopper value making the act of buying a moment of pleasure. In order to obtain success on shopper experiences strategies it is important to consider tangibles and intangibles aspects that provide customer value. This study aims to understand what shoppers value in their shopping experience in a toy store. The literature review covered the following topics: the retail industry and toy stores, marketing and retail, shopper and their buying behavior, customer value and customer experience in retailing. The present research was based on means-end chain model to identify the elements that generates value. In order to reach the research goal a laddering technique was conducted with 15 in-depth interviews. The research has found six main shopper value representations: (i) toy store it\'s a way to get stimulus to help on child development; (ii) the magical and ludic stimuli evokes memories and fantasies; (iii) time and money are important during the purchase process; (iv) a toy has to trigger child\'s desire, (v) different options is important to support the choice; and (vi) there is a desire to feel a good cost benefit when choosing. Finally there is proposal on how a retail can offer a superior value over the shopper experience.

In today´s industry there is an ongoing trend, where many companies are shifting focus from only delivering products to also offering services to their customers. Services can bring advantages, such as higher margins, competitive advantage, stabilized cash flow and strengthened customer relationships. A company that traditionally has had a strong product focus, but where services now have attracted their attention is Bosch Thermoteknik AB, active as a manufacturer in the heat pump business. In the market, which has been more and more competitive and where customer requirements are extended, it could be difficult for the company to only build on technical innovations. The aim of this thesis is thus to identify service opportunities in the heat pump business based on a customer value perspective, and proposals of how integrated service concepts may look like for Bosch Thermoteknik AB are presented. To answer the purpose, 12 semi-structured customer interviews were performed in order to identify factors contributing to customer value in the business of residential heating. Additionally, an investigation of what kind of services that are offered in the heating market was performed in order to contribute to inspiration for integrated service solutions for Bosch Thermoteknik AB. The customer interviews show that the most important value dimensions to customers are a reliable heat pump operation generating desired comfort, a system that manage itself and not require time and effort to manage, a high quality product and low operation and investment costs. Additionally, customers value knowledge to be able to handle the system in order to reach their expectations on the heating system. Many of the identified values are fulfilled to customers, however not always the latter example, especially not to those who move in to their first house where there is a heat pump installed. Regarding the investigation of different concept in the market, leasing of boilers, pay per heat unit, monitoring contracts, customer education and heat analysis where all found and contributed with inspiration in the study. The leasing concept and pay for heat were mainly marketing as an escape of a high investment cost, but since the investment cost was not seen as a big barrier for customers in this study and they were rather afraid to lose money in the long run, these solutions were not included in the recommendations for Bosch Thermoteknik AB. However, customers agreed that both solutions have advantages, such as get rid of hassles and risks especially regarding unpredictable costs. Three concept proposals were finally selected, which are Nyinflyttad, Tryggheten och Säkerställan. The first concept, Nyinflyttad, aims to give new house owners a secure feeling, where they helped by a service and education, get information of the condition of the system and get knowledge about how to handle it. Tryggheten, is rather targeting customers who need a new heat pump. Customers are here offered extended monitoring indicating problems in an early stage and additionally they are offered guidance to do easier measurements themselves. In the last concept proposal, Säkerställaren, customers are offered a heat analysis, in connection to the heat pump purchase, in order to take a more holistic perspective on the heating included both the heat pump and identification of heat loses from the house. Important to mention is that these proposals are only first drafts and there are still many aspects to investigate, not least the economic aspect as well as the organizational aspect, in order to provide the services.

With an ongoing development in technology, retailers faces new challenges in terms of higher customer expectations. To meet these expectations, retail companies can use in-store technology to enhance the shopping experience and to create more value. This study aims to provide an understanding of in-store technology and how retailers can work with these tools in order to create customer value and improve the customer experience. The purpose of this study will be to investigate the Swedish market and see how Swedish retail companies work with in-store technology.   In this context, the following research questions were formed: (1) How do retail managers use in-store technology to create value for the customers? and (2) How do in-store technology affect frontline employees within retail? In order to answer these questions, a qualitative method was used, where five different retail companies were interviewed, which all have implemented in-store technology. Before the empirical gathering, we chose to keep the companies and the respondents anonymous in order for us to reduce the risk for complications later on in the thesis. This study aims to provide theory and to get an understanding of in-store technology and how companies can use it to develop their business. A conceptual framework was made to clarify which concepts that was used in order to answer these questions. These concepts were in-store technology, customer value creation, convenience, frontline employees, customer engagement and improved customer experience.   The empirical findings generated theory in which the authors developed two models: (1) The value dynamics, which describe how in-store technology and the interplay between managers, frontline employees, and customers generate value to each other. (2) A three step model where the authors have several suggestions of what retail companies should think of when they implement new technology.  The results of this study conclude how retail companies can use in-store technology in order to create customer value to improve the customer experience. In-store technology has created more value for the customer in terms of a more convenient shopping experience, and in-store technology provides the customer with more information which makes the shopping experience more independent as well. In-store technology has also contributed, in some extent, to a better working environment for frontline employees.

The dissertation deals with the issue of novel business models based on sustainable multiple customer value creation. The issue is evaluated from the perspective of novel approaches to business models integrating environmental, social, and economic value into corporate activities. The dissertation’s objective is creating novel business model concepts based on sustainable multiple value creation for the Czech chemical industry, namely category CZ_NACE 20.1. Primary and secondary research was conducted in the making of dissertation. Research results are presented as partial conculussions describing individual areas, as well as a general conclussion. For easier interpretation of results, the disseratation emphasizes visual interpretations of provided novel business model ceoncepts. The conclussion provides contributions for theory and research, practictioners and teaching practice.

Syfte: Syftet med vår studie är att undersöka och analysera hur WOM påverkar relationer mellan företag inom B2B. Metod: Denna studie har med tio semistrukturerade intervjuer utgått från en kvalitativ forskningsmetod. Insamlat material från respondenterna har tolkats genom en tematisk analys. Resultat & Slutsats: Studiens resultat visar att företag agerar mer efter fakta än rykten eftersom de anses var grundlösa. Relationen mellan företag påverkas av oförutsägbara händelser och word of mouth används för informationsspridning och för att få uppmärksamhet. För att skapa kundvärde försöker företagen förhålla sig till överenskommelsen. Bidrag: Denna studie bidrar till en ökad förståelse om WOM´ s påverkan inom B2B-relationen. Studien bidrar även med nya insikter om hur företag agerar efter rykten och dess påverkan.  Förslag till vidare forskning: Förslag om vidare forskning skulle kunna vara att genomföra en studie om WOM påverkan på B2B relationen inom en och samma bransch. Om studien fokuserar på en industri underlättar det att kunna dra jämförande slutsatser av WOM i B2B. Samtidigt kan det ge en djupare förståelse för teorin från studien och ge en djupare analys. / Aim: The aim of our study is to investigate and analyse how WOM affects relationships between companies in B2B. Method: Based on ten semi-structured interviews, this study has applied a qualitative research method. Material collected from the respondents has been interpreted through a thematic analysis. Results & Conclusion: The study shows that companies act more on facts than rumours because they are considered baseless. The relationship between companies is affected by unpredictable events and word of mouth is used for information dissemination and to get attention. To create customer value, companies try to adhere to the agreement. Contribution: This study contributes to an increased understanding of WOM's impact on the B2B relationship. The study also provides new insights into how companies act on rumours and their impact.  Suggestions for further research: Suggestions for further research could be to conduct a study on the impact of WOM on the B2B relationship within one industry. If the study focuses on one industry, it will be easier to draw comparative conclusions from WOM in B2B. It can provide a deeper understanding of the theory from the study and provide a deeper analysis.

The purpose of this thesis is to explain the linkage between logistics and customer value. The focus is on how customer value can be created through logistics services. The thesis also explains how value is created in the internal logistics context. Today, logistics plays an important role in an organization which indirectly contributes to growth and profitability. Logistics service providers are striving to provide outstanding logistics services to their customers. This thesis seeks to identify the elements of logistics services and attempts to analyze and evaluate whether these services can create value to internal customers. The research project is conducted as a single-case study with Electrolux Laundry Systems (ELS). This study aims at explaining the linkage between the Logistics Centre in Ljungby (LCL), the logistics service provider of the company and the value LCL can create for their customers (internal), the Sales Companies. Finding the gap between the perceptions and expectations of the customers is also another objective of this study. Based on the theoretical framework developed for the purpose of explaining the above linkage, a survey with questionnaires was designed to collect empirical data for analysis. 23 respondents from LCL and 4 Sales Companies were interviewed. The key conclusion of this study is that logistics plays a strategic role in an organization when customer value is created through customer accommodation, value co-creation and customer integration. Superior logistics services generate customer value through achieving efficiency, effectiveness and differentiation/relevancy which can lead to competitive advantage for the organization. As a result of the case study, a proposition is made: “If customer value is to be achieved, then customer success has to be attained.”

This paper describes a study of revenue opportunity identification at a telecommunications company in Sweden. The study is based on a development process for creating products and services based on the customers’ needs and opinions. The background of the study is therefore customer value research in order to select a proper method for understanding the customers and to reformulate that knowledge into lucrative products and services. The study aimed at delivering concepts for new revenue opportunities in the fiber business at The Company and a recommended process for future product and service development. Throughout the study, a work process for development was implemented and evaluated in order to give useful recommendations to The Company. The study therefore includes both use of the process and refinements of the same. Identifying customers’ needs, i.e. their perceived value, was done by carrying out in -depth qualitative interviews with the chosen customer segment property owners. The needs were thereafter reformulated into products and service ideas and were limited to a desired amount by implementing various selection processes. This resulted in eight ideas that were formulated into concepts and evaluated by applying business cases. The business cases address various areas necessary for evaluating the concepts. Greatest effort was however put into the economic analyses where several assumptions were made in order to evaluate the economic gain from implementing the concepts. Conclusion from the project is that it is possible to develop lucrative products and services within fiber business based on customer value. Literature within the area states that focusing a business on customer value and customer involvement will create a competitive advantage, wherefore this approach is recommended to The Company. The developed process was customized for implementing customer value strategies at the fiber business unit at the telecommunications company and valuable recommendations were compiled to assure optimized application of the process, resulting in valuable outcomes. Keywords: revenue, customer value, telecommunication, fiber, development process / Denna rapport presenterar en studie om identifiering av intäktsmöjligheter vid ett telekommunikationsföretag i Sverige. Studien är baserad på en process för utveckling av produkter och tjänster utifrån företagets kunders behov och åsikter. Bakgrunden till studien är en vilja att applicera forskning om kundvärden på utvecklingsprocessen för att tillgodose kundernas behov och utveckla lönsamma produkter och tjänster. Studiens mål är att leverera idéer till nya intäktsmöjligheter i fiberaffären på företaget samt en arbetsprocess för framtida utveckling av liknande idéer. Under studien implementerades och utvärderades en arbetsprocess för att ge användbara rekommendationer till företaget. Rapporten inkluderar därför både användandet av utvecklingsprocessen och förfinandet av densamma. Identifiering av kundernas behov genomfördes med djupgående kvalitativa intervjuer med det valda kundsegmentet fastighetsägare. Behoven formulerades därefter till produkt- och tjänsteidéer samt begränsades till en önskad mängd genom flertalet urvalsprocesser. Detta resulterade i åtta idéer som formulerades till koncept och utvärderades med business case. Business casen innehåller flera viktiga kriterier för utvärdering av koncepten, men fokuseras främst på den ekonomiska analysen. Den ekonomiska analysen baseras på flertalet antaganden för att kunna utvärdera den ekonomiska fördelen av att implementera koncepten. Slutsatsen av denna studie är att det är möjligt att utveckla lukrativa produkter och tjänster inom fiberaffären utifrån kundvärden. Litteratur inom området indikerar att verksamheter som fokuserar på kundvärden och kundinvolvering skapar värdefulla konkurrensfördelar och kundfokus inom utvecklingen rekommenderas därför till Företaget. Den framtagna processen anpassades för implementering av kundvärdesstrategier inom fiberaffären på Företaget och rekommendationerna sammanställdes för att möjliggöra optimal tillämpning av processen för ett tillfredställande utfall. Nyckelord: intäktsmöjligheter, telekommunikation, fiber, kundvärden, utvecklingsprocess

Today, companies have to redesign and improve their operational performance to cope with the market competition. While research related to organizational improvements has focused on applications of value stream mapping in mass production plants, it is unclear whether value steam mapping can be applied in new product introduction organizations. This thesis strives to generate and describe a customized value stream mapping tool adapted to manage twofold customer value within new product introduction environments, processes that construct products and information gathered from the production and incorporated into next generation products. The study is conducted with a case study approach including an application of the model in an industrial setting. The findings implicate that the value stream mapping tool is applicable when managing performance improvements during new product introduction. Moreover, performance measures to evaluate the new product introduction information loop are presented.