This study examined the customer asset management and the relationship between various constructs and firm characteristics on customer lifetime value(CLV).The relationship between marketing actions such as loyalty programs and the level of commitment and specifically the type of commitment and the type of loyalty that may be influenced by such a program were investigated.The main focus of the study was on the relationship between commitment and loyalty.Additional investigations were done on the impact that this may have on customer lifetime value.In terms of commitment,many researchers regard this as an important antecedent to customer retention but there have been conflicting or ambiguous empirical findings from various studies.In terms of loyalty ,many studies have similarly found that this concept is necessary for retention as well.This study examined the effects of the two dimensions of commitment on the two dimensions of loyalty.A survey was administered and a sample of 152 informants was analyzed using SEM with PLS-Graph 3.0 Build 1130 for inferential analysis and SPSS version 16.0 for descriptive analysis.The results show a significant relationship between affective commitment and attitudinal loyalty and behavioral loyalty and that continuance commitment is not significantly related to loyalty.In addition,the results indicate that affective commitment has a greater impact on loyalty than calculative commitment;however there was no significant relationship between attitudinal loyalty and CLV or between behavioral loyalty and CLV.

This research examined how web-based services influence the relationship between service quality and customer loyalty. There have been numerous studies that have examined service quality based on SERVQUAL in traditional service industries. Some studies investigated customer loyalty based on Zeithmal, Parasuraman, and Malhotra's (2000) behavioral intentions (e.g. Mattila, 2004; Mattila & Patterson, 2004). Constrained by changing market conditions and Internet infrastructures, service quality has become more complicated. Customer loyalty management for web-based services may be different from the traditional practice. The primary purpose of this study was to test the SERVQUAL (Parasuraman, Zeithaml, & Berry, 1988) and Zeithmal, Berry, and Parasuraman's (1996) theoretical framework of behavioral intentions on the web-based services using the e-Servqual instrument. The results indicate that there was a statistical difference between the perceptions of service quality between the organizational employees and customers surveyed on all four dimensions of service quality as measured by the e-SERVQUAL instrument. The perception scores of service quality according to employees were higher than the perception scores according to the customers. The results also indicate that there is a relationship between service quality and consumer loyalty. However, the results indicate that there is no relationship between quality perception and consumer satisfaction. In addition, the research found gender plays a role in the privacy and fulfillment aspects of service quality, with men placing particular emphasis on these two components. Moreover, the research found that there is support for the four factors of service quality, efficiency, service availability, fulfillment and privacy based on all of the groups surveyed. However, the factor analysis results suggest that the factors as measured by the e-SERVQUAL instrument may not be as clearly defined when used in a Chinese population. The results of this study should help organizations in making decisions on marketing activities based on service quality perception, customer loyalty and customer satisfaction in Taiwan's online service industry. Future studies on service quality and the value of the e-SERVQUAL instrument in non-American cultures should be considered in order to expand on the research findings from this study.

Este trabajo de investigación se realizó con el fin de determinar el nivel de relación existente entre los programas de fidelización y la intención de compra, específicamente de los supermercados en sus clientes de 25 a 35 años. A través de este trabajo se evaluarán las principales variables del marketing de lealtad que existe entre el consumidor y las diversas estrategias pertenecientes a los programas de fidelización.    Los programas de fidelización son parte de una estrategia de marketing para capturar y retener gran parte de sus clientes a través de tarjetas que permiten acumular puntos tras la compra de productos, cupones, descuentos e incluso canje por otros productos. A partir de ello, esta investigación busca descubrir la relación existente entre estas estrategias generadas por los supermercados que incitan la compra en sus distintos consumidores. / This research work was carried out in order to determine the level of relationship between loyalty programs and the purchase intention, specifically in supermarkets with their clients from 25 to 35 years old. Through this work we will evaluate the main variables of loyalty marketing that exist between the consumer and the different strategies belonging to the loyalty programs. Loyalty programs are part of a marketing strategy to capture and retain a large part of your customers through cards that allow you to accumulate points after purchasing products, coupons, discounts and even exchanges for other products. From this, this research seeks to discover the relationship between these strategies generated by supermarkets that encourage the purchase of their different consumers. / Trabajo de investigación

Millennials are known for being a unique generation that places a high value on improving their community. They are also unlike any other generation because they are harder to market to since they are more aware of common marketing strategies used by companies today. Millennials want to improve the community and expect others to do the same. Corporate Social Responsibility (CSR) is a popular topic and has gained momentum in research over the years; understanding the relationship between CSR and millennials is important due to the generational shifts. Therefore, this study examines the importance of CSR to different generations and how companies can use that information to gain millennials as loyal consumers. This study examines the following constructs to evaluate CSR from a generational perspective: awareness, satisfaction, and loyalty. Although it is believed that millennials value CSR more than other generations, all generations appear to be aware, satisfied, and loyal.

The diploma thesis deals with the proposal of changes to the loyalty program of a selected company. The subject of the diploma thesis is the Intimissimi brand focused on the Czech and Slovak market. Proposals of changes are based on the analysis of the current state of company. The partial goal is to streamline the existing loyalty program and increase customer satisfaction of the Intimissimi brand.

Thesis (MTech (Business Administration in Project Management))--Cape Peninsula University of Technology, 2020 / This study aims to establish the essence of communication as a tool for effective project execution at selected construction sites in Cape Town, South Africa. There is increasing evidence that communication practices can play a significant role in accomplishing high quality construction projects. Communication has been precisely singled out as a foremost construction project management practice that can have an effect on successful project execution. Failure to convey the proper messages results in projects delay or project failure as the employees or subordinates will not be given the right instructions on what to do. Most companies that are involved in construction projects around Cape Town are failing to complete their projects in the given time, budget and scope due to poor communication. The general objective of the study was to determine if effective communication could lead to the success of construction projects in Cape Town. The study implemented descriptive and association research designs while the study population was drawn from construction a large company within the vicinity of Cape Town. The study used simple random sampling technique while the sample size was 80 employees and 10 managers. The study used questionnaires to collect data while. An excel data analysis tool was used to analyze quantitative data while data was presented using geometric techniques such as tables, bar-graphs and pie charts. The results of the study exposed that the relationship between construction project success and effective communication was significant. The study recommended that construction project companies should have strong and effective communication techniques.

El objetivo de este trabajo de investigación busca analizar de una manera elemental la relación entre los proveedores de experiencia (ExPros) personal y entorno espacial con la fidelización en el sector de barberías de Lima, Perú. El presente trabajo de investigación tiene carácter de una investigación no experimental y de corte transversal. Se utilizaron instrumentos cuantitativos (SPSS) y cualitativos para recolectar información y data numérica representativa. Se realizo un análisis descriptivo sobre el público objetivo que son hombres de 18 a 35 años. Se encontró que entre los dos ExPros investigados, el personal tiene mayor relación con la satisfacción, a comparación que el entorno espacial, siendo la satisfacción la variable intermedia ara llegar a la fidelización del cliente. Finalmente se mencionan las posibles futuras investigaciones que se pueden realizar teniendo en cuenta lo descubierto en el trabajo de investigación elaborado. / The objective of this research work seeks to analyze in an elementary way the relationship between personal experience providers (ExPros) and space environment with loyalty in the barbershop sector of Lima, Peru. This research work has the character of a non-experimental and cross-sectional investigation. Quantitative and qualitative instruments (SPSS) were used to collect information and representative numerical data. A descriptive analysis was carried out on the target audience that are men between 18 and 35 years old. It was found that between the two ExPros investigated, the people has a greater relationship with satisfaction, compared to the spatial environment, with satisfaction being the intermediate variable to reach customer loyalty. Finally, the possible future research that can be carried out is mentioned, taking into account what was discovered in the research work prepared. / Trabajo de investigación

Purpose This paper aims to explore how digitalization affects Swedish SMEs' relationship with the customers to increase satisfaction, trust, and loyalty of the customers. Literature review The literature review gives a thorough account of the theoretical concepts and contributes to the analysis. This chapter thoroughly reviews digitalization, such as digital transformation strategies, digital business model, and customer relationship management. It also examines the relationship qualities: trust, satisfaction, and loyalty and explores if there is any correlation between these and how these relationship qualities can be affected by digitalization. Methodology The research approach in this study is a deductive approach. We use case studies in this qualitative experimental study. The sample for this study selected is standardized by following the non-probability procedure, and therefore, three companies were selected for the interviews. After collecting data from the interview and comparing the result with the existing theory stated in the frame of reference, it is a change in the type of research from exploratory to the one that descriptive research. The questionnaire for the interviews consists of two parts. The first part aims to explore the expected customer relationship of the company which the second part is designed to investigate the digitalization process. Findings The empirical findings of this study indicate that investigated companies pay much attention to the customer relationship. Digitalization has a positive effect on trust and satisfaction. However, digitalization has a minimal impact on customer loyalty compared to many other factors. The study indicates that digitalization can strengthen the customer relationship. Keywords: Digitalization, Customer Relationship Management, Trust, Satisfaction, Loyalty

Within the field of football fan loyalty there has been a desire to examine brand image’s effect on fan loyalty within different contexts. Given this, the aim of this study is to explain how brand image affects fan loyalty in a swedish football context. The study follows a quantitative approach where data was collected through a questionnaire distributed online, and then tested in a confirmatory factor analysis. The findings of the study revealed that brand image affects fan loyalty through the facets of brand image, non-product related attributes and brand benefits. Where non-product related attributes and brand benefits were shown to have the stronger perceived effect on fan loyalty.

Sharing economy (SE) has become a major business on a global stage, given that many of the companies involved have grown to become some of the leading firms in terms of investment and reach. Examples include companies in the transportation and car service sectors along with the lodging services. Some of the famous companies are Lyft and Uber in the transport sector and Airbnb in accommodations. As the SE gains ground, there are new challenges presented in understanding customer loyalty. Traditional studies on customer loyalty focused on understanding why consumers remained loyal to one service provider, which was straightforward. However, SE is a challenge because more than one provider gives service. The main purpose of this research was to understand how the various antecedents of customer loyalty along with the traits of SE influence the loyalty of consumers who utilize the SE services, specifically concerning the vehicle transport and car services sharing economy. This research utilized quantitative methods through questionnaires that gathered data from respondents who have utilized a website or app to engage SE services in the transport sector. All antecedents of sharing economy tested such as perceived value and perceived service quality were found to have a positive correlation to customer satisfaction, which had, in turn, a strong positive correlation with customer loyalty.