Šiame bakalauro baigiamajame darbe yra nagrinėjama vartotojų lojalumas ir jo stiprinimas sveikatingumo centrui „Hermis“ sporto klubui. Teorinėje dalyje nagrinėjama vartotojų lojalumo samprata, jį veikiantys veiksmai, vartotojų lojalumo tipai bei jų išmatavimas. Tyrimas atliktas Kauno sveikatingumo centro "Hermis" sporto klube, apklausti 57 teikiamų paslaugų klientai. Tyrimo metu siekta išsiaiškinti ar esami klientai yra lojalūs, kokie faktoriai labiausiai patenkina klientų poreikius ir kokius veiksnius būtų galima tobulinti siekiant išlaikyti klientus patenkintus ir lojalius bei klubui būti konkurencingu Kauno sporto klubų rinkoje. Tyrimas atskleidė, kad beveik visi anketinėje apklausoje dalyvavę vartotojai yra lojalūs, patenkinti gaunamomis paslaugomis ir rekomenduotų sveikatingumo centrą kitiem. / The Bachelor's paper analyses consumer loyalty and its formative elements in fitness center "Hermis". The theoretical part deals with the concept of customer loyalty, it formating factors, consumer loyalty types and measurement. The study was conducted in Kaunas fitness center Hermis', where 57 customers were interviewed. The study sought to determine whether existing customers are loyal, what factors satisfy customer needs the most and what factors can be improved in order to keep customers satisfied and loyal to the club while fitness center being competitive in Kaunas sports clubs market. Study revealed that most of customers are loyal, happy with the quality of services and tend to recommend fitness center to others.

Bakalauro baigiamajame darbe nagrinėjamas santykių su klientais vystymas: atskleidžiama santykių su klientais samprata bei santykių su klientais vystymo procesas, apibūdinant santykių vystymo etapus. Taip pat sudarytas penkių etapų santykių vystymo modelis, apimantis santykių vystymo etapus, bei klientų „vaidmenis“ juose. Baigiamajame darbe taip pat apibrėžiama santykių lojalumo, kaip santykių vystymo rezultato, esmė. Empirinėje dalyje siekiama nustatyti, kokiame etape yra VšĮ „Šiauliai plius“ ir jų transliuojamo „S plius“ televizijos kanalo žiūrovų santykiai. Apibendrinus rezultatus, atskleista, kad didžioji dalis respondentų atlieka „kliento“ vaidmenį, tad atsižvelgus į sudarytą santykių vystymo modelį, galima teigti, kad žiūrovų atžvilgiu, santykiai yra santykių plėtojime etape. Apibendrinus interviu rezultatus, organizacijos atžvilgiu, santykių vystymo etapas neišryškėjo. / Bachelor's thesis examined the development of customer relationship: the concept of customer relationship, also customer relationship development process, defining relationship development stages, was disclosed. It also consists relationship development model of five stages, including customers' roles in them. Thesis defines the essence of loyalty too, as the result of the relationship development. The empirical section is to determine at what stage is the relationship of public enterprise “Šiauliai plius” and “S plius” television channel audience. Summarizing the results, it was revealed that the majority of respondents take the "client" role, so, according to the relationship development model, conclusion can be made, that, considering customer aspect, relationship is in the development stage. Summarizing the results of interviews, considering organization’s aspect, the stage of relationship development was not revealed.

Baigiamuoju darbu atskleidžiama bendro vertės kūrimo koncepcijos svarba lojalumo formavimo kontekste bei pagrindžiama prielaida, kad bendras kūrimas gali sąlygoti klientų lojalumą įmonei. / Final work reveals the importance of concept of value co-creation in the context of the concept of loyalty formulation; and justifies that value co-creation can lead to customer loyalty.

Šiandieninėje konkurencinėje aplinkoje vienas iš kriterijų, užtikrinančių įmonės gyvavimą ir pelno didėjimą, yra lojalių klientų turėjimas ir gebėjimas juos valdyti. Įmonėms rekomenduojama pasirinkti tinkamą aptarnavimo strategiją, kurios dėka galima auginti lojalių klientų ratą ir didinti įmonės pelną. Baigiamojo darbo tikslas pristatyti aptarnavimo strategijos modelį, kuriuo vadovaujantis, galima užtikrinti kokybišką klientų aptarnavimą, įtakojantį lojalių klientų skaičių bei įmonės pelną. / Customer loyalty and ability to manage them is one of the key points to assure profit and company viability in today's competitive environment. Companies are encouraged to choose the right service strategy, which makes it possible to grow a loyal customer base and increase company profit. The main goal of the final work is to present a service strategy model, which makes companies possible to ensure quality customer service, influence a number of loyal customer and the company's profits.

No description available.

When a young white man from the small town of Swartruggens chose the informal settlement of Skierlik to go on a killing spree, this was labelled racist by the media. Only black people lived in Skierlik, and small towns in the North West province had a reputation for being racially divided. This study examined the impact of this event on residents’ identities, specifically because it was widely publicised and discrediting to the town. Problematised places potentially threaten residents’ sense of self. The concept of place-identity was used here from a discursive psychological framework, arguing that self-in-relation-to-place is socially constructed in the conversational space of human dialogue. Thus, this analysis exposed the spoken discourses that maintain and reproduce racialised constructions of place-identity in post-apartheid South Africa. Forty two semi-structured interviews were conducted in either English, Afrikaans or Setswana, during a two-week stay in the town. Despite the literature showing that place-identity threat in problematised places result in residents trying to preserve a positive place-identity, the data in this study shows a different trend. The central argument is that discourses of victimhood are constructed by both black and white residents, but for divergent purposes. White residents argue against negative media versions of Swartruggens, while black residents amplify disadvantage and promote media versions. Indian residents, largely omitted from media reports, maintain a positive place-identity by constructing an ambivalent third space of participant-observer in the town, geographically and socially separate in a black/white divide. The analysis is situated in relevant broader pre- and post-apartheid ideologies. / Thesis (M.Soc.Sci.)-University of KwaZulu-Natal, Pietermaritzburg, 2010.

Darbo objektas. Vartotojų pasitenkinimas slidinėjimo paslaugomis. Darbo tikslas. Įvertinti vartotojų pasitenkinimą Lietuvos slidinėjimo centrų teikiamomis paslaugomis. Darbo uždaviniai: 1. Atskleisti vartotojų pasitenkinimo sampratą. 2. Aptarti vartotojų pasitenkinimo indekso modelius, bei veiksnius lemiančius pasitenkinimą ir pasekmes organizacijai. 3. Apžvelgti ankstesnius tyrimus apie vartotojų pasitenkinimą slidinėjimo paslaugomis. 4. Įvertinti ir palyginti vartotojų pasitenkinimą slidinėjimo centro „Snow arena“ ir bendrą vartotojų pasitenkinimą kitų Lietuvos slidinėjimo centrų teikiamomis paslaugomis. Darbo rezultatai ir išvados. Vartotojų pasitenkinimas yra pasitenkinimo arba nusivylimo išraiška produkto ar paslaugos atžvilgiu, lyginant gautą ir tikėtasi rezultatą. Vartotojų pasitenkinimas yra svarbus rodiklis tolimesnei organizacijos sėkmei. Todėl sukurtas platus vartotojų pasitenkinimo indeksų modelių skaičius visame pasaulyje rodo sistemingai atliekamus vartotojų pasitenkinimo tyrimus įvairiuose sektoriuose. Rekreacijos sektoriuje atliekami vartotojų pasitenkinimo tyrimai, neaplenkė ir vienos sparčiausiai populiarėjančių rekreacijos formų, tokių kaip žiemos pramogos ir slidinėjimas. Šiame darbe tyrimas atliktas slidinėjimo centro „Snow arena“ ir bendrai visų kitų Lietuvos slidinėjimo centrų atžvilgiu, tam, kad įvertinti vartotojų pasitenkinimą slidinėjimo paslaugomis. Tyrimų rezultatų analizė atskleidė, kad vartotojų pasitenkinimas slidinėjimo centro „Snow arena“... [toliau žr. visą tekstą] / Customer satisfaction is satisfaction or disappointment meaning of product or service, comparing received and expected result. Customer satisfaction is important indicator for further organization success. So there are invented wide number of customer satisfaction index models all around the world that shows systemically performing customer satisfaction research in various sectors. Customer satisfaction research performing in Recreation sector didn't outrun one of the most popular growing recreation form, like winter entertainment and skiing. In this project, research was performed in skiing center ,,Snow Arena" and common all other Lithuanian skiing centers, to rate customer satisfaction on skiing services. Analysis of research results showed that customer satisfaction on skiing center ,,Snow Arena" is huge, meanwhile other common Lithuanian skiing centers customer satisfaction on skiing services is low. ,,Snow Arena" high image rating makes influence for quality perception, which is rated respectively good, making sensibility smaller for perceived value, minimizes and dissatisfaction level. As a result ,,Snow Arena" customer are more loyal, so there are less complaints received than in other Lithuanian skiing centers.

Objektas: sąsaja tarp darbuotojų organizacinio sąmoningumo kompetencijos ir lojalumo Problema: neaišku, kokios yra sąsajos tarp turizmo įmonės darbuotojų organizacinio sąmoningumo kompetencijos ir jų lojalumo įmonei? Tikslas: ištirti organizacinio sąmoningumo kompetencijos ir darbuotojų lojalumo sąsają Uždaviniai: 1. Atskleisti organizacinio sąmoningumo kompetencijos reikšmę įmonei; 2. Identifikuoti darbuotojų lojalumą formuojančius organizacinius veiksnius; 3. Sudaryti organizacinio sąmoningumo kompetencijos ir darbuotojų lojalumo įmonei teorinį modelį; 4. Nustatyti sąsajas tarp darbuotojų organizacinio sąmoningumo kompetencijos ir lojalumo įmonei. Išvados: 1. Atlikus mokslinės literatūros analizę, galima teigti, kad organizacinis sąmoningumas yra suvokiamas kaip garbingas atstovavimas įmonei siekiant jos tikslų. Ugdydami organizacinio sąmoningumo kompetenciją, turizmo įmonių darbuotojai tampa labiau produktyvūs, nes jie neapsiriboja tik savo pareigomis ir padaro daugiau nei iš jų tikimasi. 2. Darbe identifikuoti darbuotojų lojalumą formuojantys organizaciniai veiksniai: vadovų pagarba, pasitikėjimu ir dėmesingumu grįstas elgesys su darbuotojais, rūpinimasis darbuotojais, galimybės asmeniniam profesiniam tobulėjimui, savirealizacijai, sąžiningas elgesys, teisingas atlygis, geranoriška atmosfera darbe. 3. Sudarytame teoriniame organizacinio sąmoningumo kompetencijos ir darbuotojų lojalumo sąsajų modelyje išskirtos pagrindinės darbuotojų motyvavimo priemonės, ugdančios... [toliau žr. visą tekstą] / Object: the interface between employees’competence of organizational awareness and loyalty. Problem: the interface between the tourism employees’competence of organizational awareness and their loyalty to the company is unclear? Goal: to explore the interface between employees’competence of organizational awareness and loyalty. Objectives: 1. To reveal the significance of the employees’competence of organizational awareness to the company; 2. To identify the organizational factors that shape employees’ loyalty; 3. To develop the theoretical model of the employees’ competence of organizational awareness and their loyalty to the company; 4. To define the link between the employees’ competence of organizational awareness and loyalty to the company. Conclusions: 1. The analysis of the scientific literature proposes that the organizational awareness is understood as an honorable representation of the company while seeking to achieve its goals. While practicing the competence of organizational awareness the employees of tourism companies become more productive because they do not confine themselves to their duties only,and, therefore, they tend to do more than they are expected. 2. The organizational factors that shape employees’ loyalty were identified: managers that treat employees with respect, trust and attention; the solicitude of employees; the opportunities for personal professional growth and self-realization; fair treatment; reasonable salary; benevolent atmosphere at... [to full text]

Downstream channel allowances involve the practice of selling firms making payments to customers in exchange for distribution of a product. Such transactions occur most frequently in a business-to-business exchange. Although various forms of channel allowances have been investigated over the past three decades, the literature is lacking in guidance regarding whether or not, and to what extent, the salesperson should control these payments. Relying on the theoretical underpinnings of cognitive evaluation theory, this dissertation takes the initial step in understanding the effects of customer perceptions of salesperson control over allowances, with special attention to the impact on the customer-salesperson relationship. A key finding of this study is that high perceived salesperson control (from the customer‘s perspective) has moderation effects in relation to customer loyalty and salesperson performance. An explanation is offered for the unexpected findings followed by a discussion of the implications for theory, managers, and future research in the area of channel allowances.

There are two main purposes of this thesis. The first one is to get a better understanding of the aspects affecting customers’ loyalty in the telecommunication industry, in the context of when customers are using the services. The second purpose is to look into what the case company gains by having customers that are more loyal, where the degree of loyalty is measured by the Net Promoter Score metric. The methodology used to carry out the research is a case study with an approach that is both qualitative and quantitative. Where the quantitative approach has the largest share. Two datasets have been used in this thesis, one collected by the authors by sending out surveys and one collected beforehand at the case company. The survey created by the authors aim to let customers assess the satisfaction level with technical and non-technical aspects that can affect loyalty. The dataset that is already collected by the case company document the initial degree of loyalty of customers along with the revenue per customers over a period of years. The two datasets are used for the two different research purposes respectively. The statistical analysis for the data is conducted using the statistical tool Minitab. The findings for the first purpose are that our survey questions can be split into three categories using factor analysis. The categories are Perceived mobile multimedia quality, Perceived broadband multimedia quality and General perceptions. The first two categories are driving customer loyalty and the third category are indicators of customer loyalty. For the second purpose the findings are that the case company has different gains of more loyal customers depending on if the customers are either mobile or broadband customers. More loyal mobile customers stay longer as customers and also buy more. More loyal broadband customers only stay longer as customers. The practical implications of the findings are that the case company has to think of customer loyalty in new ways. There are more indicators of if a customer is loyal than the Net Promoter Score, these are for example customer satisfaction, perceived brand value, perceived overall quality, perceived customization etc. Therefore it would be better to measure customer loyalty not only with the Net Promoter Score Metric but to pick out 2-3 indicators to ask the customer and create an average index for all the questions that can represent the customers’ loyalty. Furthermore there are not a specific variable that drives customer loyalty more or less, several aspects are acting together in two high level groups. Another practical implication is that the gains of more loyal customers are higher for mobile customers since they buy more from the case company and stay longer as customers. However, for broadband customers, they only stay longer. Therefore the Net Promoter Score is not as useful to track for broadband customers. Either the broadband customers should have more opportunities to buy more or another metric should be used for broadband customers.