Poucas pesquisas têm sido feitas na Internet, especificamente com os indicadores que sugerem consumidores visitar novamente o site. Diante desse contexto, esse trabalho teve por objetivo propor e testar um modelo teórico dos possíveis determinantes da lealdade no ambiente de varejo virtual. O método de pesquisa foi uma survey pela internet com 515 compradores. O método de análise foi a modelagem de equações estruturais. Dos antecedentes propostos como explicadores da lealdade (qualidade, comprometimento, valor e confiança) valor e confiança não se mostraram significativos em predizer o construto dependente. Assim, comprometimento nesse contexto foi o principal explicador de lealdade. O trabalho também analisou a estrutura multidimensional e seqüencial de Oliver (1999). Como principais resultados a parte de dimensionalidade da lealdade foi confirmada e a seqüencial não foi. Outras conclusões deparadas foram: (1) as definições conceituais de comprometimento e lealdade estão muito próximas e estes convergem fortemente para um mesmo conceito; (2) lealdade afetiva modera a relação entre cognição e conação; e cognição e ação e (3) em cada momento que o consumidor supostamente passa pelos estágios da lealdade, existe um aumento significativo de R² da variável dependente. Considerações finais, limitações da pesquisa e sugestões para investigações futuras fazem a etapa final do trabalho. / Within the Internet there are little research made, specifically with the indicators that suggest consumers to revisit the site. In that context, that thesis had as a main goal to propose and to test a theoretical model of the loyalty determinants in the virtual retail atmosphere. The research method was an internet-survey with 515 buyers. The data analysis used structural equation modeling. From the predictors of loyalty (i.e.: quality, commitment, value and trust) value and trust were non-significant in predicting the endogenous variable - loyalty. Thus, commitment was the principal loyalty predictor, having the strongest beta value. The work also analyzed Oliver’s (1999) multidimensional and sequential structure. As principal results, the loyalty dimensionality was confirmed, but the sequence structure did not. Other conclusions of the master thesis were: (1) the conceptual definitions of commitment and loyalty are very close and these two constructs converge strongly for an unique concept; (2) affective loyalty moderates the relationship between cognition and conative; and between cognition and action and (3) in every moment that the consumer supposedly cross the loyalty phases, a significant increase of R² in the dependent variable exists. Final considerations, research limitations and suggestions for future investigations make the end of the work.

A retenção de clientes pode ser um diferencial competitivo para provedores de serviços e, sob a ótica das trocas relacionais, torna-se fundamental entender os fatores determinantes que a antecedem, identificando os construtos que a estimulam. Para o desenvolvimento desta pesquisa, foi desenvolvido e testado um Modelo Teórico, com suas respectivas hipóteses, que contemplam os construtos Táticas Vinculantes (Financeiras, Sociais e Estruturais), Reputação do Provedor de Serviços, Confiança e Compromisso como antecedentes da Retenção de Clientes. Neste sentido, o objetivo geral deste trabalho foi analisar as Táticas Vinculantes (Financeira, Social e Estrutural), a Reputação do Provedor de Serviços, a Confiança e o Compromisso como antecedentes da Retenção de Clientes. Foi realizado o levantamento teórico que aborda a Retenção de Clientes, bem como o entendimento e a análise dos construtos que a antecedem e que a afetam. Posteriormente, foi realizado um estudo quantitativo, de caráter descritivo, por meio da implementação de uma survey. A análise dos resultados foi feita com base em estatísticas multivariadas, utilizando-se a técnica da Modelagem de Equações Estruturais para se observar e analisar os elementos que compõem o fenômeno em estudo. A amostra foi composta por 344 empresas-clientes dos provedores de serviços contábeis pesquisados. Os resultados da pesquisa indicam que o Modelo Teórico apresentou índices satisfatórios, considerando-se o seu ineditismo. As contribuições e destaque são a comprovação de que as Táticas Vinculantes Financeiras, Sociais e Estruturais impactam positivamente a Confiança; que a Confiança e o Compromisso impactam positivamente na Retenção de Clientes; e que a Reputação do Provedor de Serviços não tem influência significativa sobre a Retenção de Clientes e a Confiança. / Customer retention can be a competitive advantage for service providers and, from the perspective of relational exchanges, it is essential to understand the determinants that precede, identifying the constructs that stimulate. To develop this research project, it was developed and tested the theoretical model, with their hypotheses, which includes the constructs bonding Tactics (Financial, Social and Structural), Reputation Service Provider, Trust and Commitment as antecedents to the Customer Retention. In this sense, the aim of this study was to analyze the bonding Tactics (Financial, Social and Structural), the Reputation of the Service Provider, Trust and Commitment as background to the Customer Retention. It was held the theoretical research that addresses the Customer Retention and understanding and analysis of the constructs that precede and that affect it. Subsequently, it conducted a quantitative study of a descriptive nature, by means the implementation of a survey. The analysis was based on multivariate statistics and it used the technique of structural equation modeling to observe and analyze the elements of the phenomenon studied. The sample consisted of 344 client companies of financial services providers reaserched. The survey results indicate that the Theoretical Model stated presented satisfactory levels, considering its originality. Still, the associations were analyzed time and size of client and the type of business and the form of taxation adopted, confirming that client's size affects the bonding Financial Tactics. The contributions and highlight are proof that the tactics bonding Financial, Social and Structural positively impact the Trust; the Trust and Commitment impact positively on Customer Retention; the Reputation of the service provider has no significant influence on Customer Retention and Trust.

M.Comm. / In summary, e-commerce will absolutely change the way in which many company decisionmakers and business leaders think, as their companies compete in an online virtual world of business: a real-time, highly competitive marketplace. Companies will be required to rethink their core business processes and then create new strategies for performing e- businesses (Fellenstein & Wood, 2000:105). Forehand (2001:22), who is managing partner and CEO of Accenture, formerly known as Andersen Consulting, has the following views on succeeding in the New Marketplace: • "The New Economy pioneers have unearthed a few truths about how to win in the new marketplace. Speed is the new mantra. Change is the only constant. Content carries a premium. Consumers have perfect information. Brands signal trust. Value drives loyalty. And so on. These are quite important considerations, because when you take a step back and think about it, the way we conduct business really has been radically altered. Forever. • It's not easy to keep an organisation thriving as each new technology change surfaces. (And we've barely tapped the awesome potential for mobile commerce through wireless technology.) Success requires a sense of urgency across the entire organisation. It requires deep cultural change. It requires different and new relationships with customers, employees, alliance partners and even competitors. The end result is often significant business transformation that gets to a company's core business model. • Leading companies will put the customer at the centre of everything they do. Think about the implications of that to your business model. About a year ago we conducted research in the area of customer relationship management (CRM), which concluded that superior customer capabilities could account for 50 percent of the difference in return on sales between low and high performing companies. Those companies that can effectively put the customer at the centre of their business add tens of millions of dollars to the bottom line. • Leading companies will put technology on the personal agenda of every senior executive. Information technology has clearly progressed beyond the early days when it was relegated to the back office. But leaders of tomorrow will look at technology as much more than an enabler of business strategy. Technology will become a creator of business strategy. • Leading companies will apply the same rigour to human performance that they do to all areas of the business. There is an enormous challenge in getting the human element of an organisation equipped to operate in an increasingly digital world. Part of that challenge is finding and keeping talent. And the other is maximizing an individual's performance. Ensuring that people have the right skills, knowledge and behaviours is quickly becoming a company's biggest gating factor to future success. Not technology, not financial capital: human capital. • Leading companies will operate at speed. This is about an emerging leadership style that enables companies to be responsive to a dynamically changing marketplace. Leadership used to be structured and hierarchical. But now leadership requires quick wits, quick decisions, judgement calls, guts and passion. To operate at speed, companies will create internal environments that support and promote constant innovation. Success can often breed complacency, which dampens a company's sense of urgency and its ability to capitalise quickly on good ideas. The winners of tomorrow will realise the power of innovation and bring a start-up mentality inside". The above extract highlights various factors, which will become clearer as one progress through the dissertation. At the end, if one returns to this section, it is hoped that the new insight gained into the online world of the Internet will become apparent. This dissertation considers research into the various business models for Internet-based start-ups, the expectations of the customer, how to satisfy these expectations by means of customer service and how to build customer loyalty. Also considered are what relationships, if any, exist between a successful business model and customer loyalty. More emphasis will be placed on business-toconsumer as opposed to business-to-business transactions and models throughout the dissertation. The research method used in this dissertation is that of a literature study. A literature survey is conducted of the various business models used, customer expectations, customer service and the building of customer loyalty by Internet organisations. The collected information is described, interpreted and evaluated on a qualitative basis to address the purpose and the objectives of the study. With the above as background, this study proposes a business model and identifies factors that build customer loyalty, which will make a contribution towards guiding start-up ventures in strategically directing their business into a globally competitive and customer-focused world. The important findings that were identified in this study are: • Design a business model based on the following components — people, innovation, focus, speed, equity, technology, size, metrics, strategic vision and leadership. (These are the prime levers that today's Internet start-ups use to compete against the incumbent world of business.) • Carry out regular market research to establish exactly what it is that your customers expect from your web site. Constantly innovate, and by meeting or exceeding customer expectations, the customer expectation gap will be narrowed, which will lead to increased customer satisfaction, with a higher likelihood of customer retention. • Establish relationships with your customers and provide them with a unique online experience by utilising technology in such a way that every customer interaction is kept simple and saves the customer time and money. Providing this kind of customer service will build customer loyalty and enhance the company's brand name.

The Internet has provided marketing with many new tools and given old tools new or improved meanings. The Net poses tremendous challenges for scholars in many lines of research, from usability studies and consumer behaviour research to marketing and advertising research. Because the World Wide Web (the Web) presents a fundamentally different environment for marketing activities than traditional media, conventional marketing activities are being transformed, as they are often difficult to implement in their present form. This means that in many cases these marketing activities have to be reconstructed in forms more appropriate for the new medium. A lot of technological changes have affected the marketing environment of today. Companies must adapt to these changes in order to improve their marketing strategies. This has, among other things, resulted in an emphasis on relationship marketing. The purpose of this thesis is to explore what strategies are used in practice by companies in order to market and promote their products and services by using their Web sites as well as to build effective Customer Relationship Management (CRM). In order to fulfil the research purpose, interviews were conducted at a number of companies (medium and large), and questionnaires were mailed to various companies in the motor retail industry. The result shows that a company can use traditional as well as online marketing and promotion strategies when conducting business. This can also help companies to gain better relations with their customers. The different marketing and promotion strategies are useful for attracting new business as well as maintaining and stimulating existing relations. The research problem addressed in this study was to determine the factors that are effective in marketing and promoting of Web sites as well as the methods used in building CRM.

1 Abstract This thesis deals with the issue of due managerial care in the Czech legal order. While using descriptive, analytical and comparative methods, it offers a complex discussion of this duty of members of statutory bodies of juridical persons which functions as cogent regulation of a certain level of loyalty and due care applied while acting on behalf of a juridical person. This work describes and analyses the mentioned issue. Sources of this thesis originate both from Czech and foreign legal backgrounds, some of the foreign ones include the Munich Commentary on the Act on Stock Companies or case law made under the law of the US state Delaware. In the beginning of this thesis, the nature of the relationship between members of statutory bodies and juridical person, which is determining for compensation of damage caused by the breach of duty to act with due managerial care, is inquired. Further, both components of the duty to act with due managerial care are individually explored, both the duty of care and duty of loyalty, along with commentary on the positives and negatives of their implementation in the Czech legal order. The thesis also deals with difficulties related to inverted onus of proof in proving compliance with the duty of managerial care or with the specific compensation for damage caused...

M.Com. / South Africa exists, that focuses on Customer Relationship Management and Customer Loyalty. The study investigates Customer Relationship Management and its influence on Customer Loyalty at Liberty Life in South Africa. Over the past twenty years, the importance of the services industries to the world economy has grown. In the South African economy the services sector contributed 71.4% of South Africa’s total GDP in 2006. The world economy is struggling in the aftermath of the global financial crisis. Customers are cancelling their policies as they struggle to survive the down turn in investment and credit markets. Liberty Life experiences persistency problems as customers cancel their policies. Liberty Life is required to focus on its relationship with customers to increase customer loyalty. To establish the influence of trust, commitment, two-way communication and conflict handling on Customer Relationship Management and its influence on Customer Loyalty at Liberty Life in South African, an empirical investigation was conducted. The sample consisted on 254 customers visiting the customer walk-in-centres situated in Johannesburg, Cape Town, Pretoria and Durban. The study indicated that a significant positive relationship exists between trust, commitment and conflict handling, and Customer Relationship Management at Liberty Life. The study further revealed that a significant negative relationship exists between two-way communication and Customer Relationship Management at Liberty Life. In addition, the empirical investigation revealed that there is a significant positive relationship between Customer Relationship Management and Customer Loyalty at Liberty Life in South Africa. The study provided strategies for Liberty Life to improve and maintain its relationships between the organisation and customers if Liberty Life exhibits trustworthy behaviour, shows genuine commitment to service, communicates information to customers efficiently and accurately, thereby also listening to their iii customers and handling potential and manifested conflicts skilfully. This will ultimately, contributes to Customer Loyalty, which will ensure economic prosperity for Liberty Life.

[pt] Este estudo investiga se há fidelização às salas de cinema e como ela é desenvolvida em um contexto onde a escolha do filme não é levada em consideração. Através de uma pesquisa de campo, são levantadas as variáveis que podem exercer influência no conjunto de consideração dos consumidores de cinema e como essas variáveis se associam à fidelidade. Os resultados indicam indícios de fidelização e de possibilidades de se utilizar a estrutura analítica empregada para aumentar os níveis de fidelização das empresas do setor. / [en] This study investigates possibilities to determine loyalty for movie theaters and how it is developed in context where film preferences are excluded. A survey was used to identify the influence of variables on consumers` evoked set and if or how these variables are associated with loyalty. Although findings show significant but low degrees of loyalty, they provide an analytical framework to increase loyalty levels for movie theater businesses.

M.Comm.

This thesis is devoted to analyzing the current level and historical development of customer satisfaction level in a hotel. The aim of such is to figure out, to what extent customers are content with accommodation and supportive services provided by the hotel, analyze in details the feedback provided by guests, discover the problematic areas and provide solutions to improve those. As a part of the thesis current approach to customer satisfaction measurement will be presented and recommendations will be made on how to modify it to reach more accurate and useful overview of the issue.

The main research objective of this study was to determine whether Wi-Fi affects customer's loyalty and how its impact differs depending on the type of restaurants: coffee shops, fast food restaurants, and casual dining restaurants. For the study I designed a primary field survey to collect data and performed multiple linear regression analysis to test the study hypotheses. Findings show that Wi-Fi service factors turned out to be significant for all types of restaurants for both attitudinal and behavioral loyalty. Wi-Fi service factors were more important for coffee shop loyalty than fast-food restaurants or casual dining restaurants. However, not all of the Wi-Fi usage factors were significant consistently. Furthermore, Wi-Fi service factors were much more important for coffee shop loyalty than fast food restaurants or casual dining restaurants. Findings are expected to assist hospitality marketers to utilize Wi-Fi service as a point of service towards their customers.