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Football is the biggest sport in Sweden with the most spectators and the biggest amount of generated money. Sweden though has the longest and most violent history of footballviolence compared to its Scandinavian neighbours, however not many studies exist about this topic in Sweden. This study focuses on the regular footballsupporters who use violence connected to football. The six persons in this study are not hooligans, they do not seek violence as a footballhooligan, still they admit that they have used violence in connection to footballseveral times. The purpose of this study is to get a broader understanding for the culture of violence within the Swedish footballsupporters. How come that individuals step inside a violent culture and what can we learn from their own stories in how they got in to participating violence and sustaining it. The study has together with three theoretical frameworks and previous studies explained how the culture of violence exist in Swedish supporterculture. It also gives an broader explanation to what it does to the individuals existing in the culture. The three theoretical framworks are Bourdieu’s habitus, Goffman’s dramaturgical theory and Elias’s the established and the outsiders toghether with previous studies focusing on subculture, policing in football and hooliganism in popular culture. The study consist of interviews with six swedish male footballsupporters in the ages between 23 and 28 years old. With their stories about their own experiences four themes were found in analysis, culture of violence, culture of loyalty, us vs. Them and subculture. The results in the study shows that the supporterculture works as a subculture, with its own norms, behavior and expectations on the individuals existing in the culture.

The diploma thesis focuses on customer satisfaction concerning Dumknihy.cz e-shop owned by Kanzelsberger and Barvic a Novotny companies. It comprises proposals of measures aimed at raising customer satisfaction in the field of quality of provided services, increasing customer loyalty and improving marketing communication. The proposed measures are based on theoretical knowledge, company analyses and customer satisfaction survey results.

E-loyalty is an important aspect for practitioners to understand as it determines a digital company’s success. The Subscription Video on Demand (SVOD) industry is rapidly growing and becoming more competitive, which emphasizes the need to understand the key determinants of e-loyalty towards them. A quantitative study was thereby performed to investigate these. Data was collected from a survey examining e-satisfaction, e-trust, website/application quality, switching barriers, and customization, with the purpose of testing whether these can be considered key determinants in the SVOD context. The results include a regression model explaining 51.89% of the variance in e-loyalty, and show that e-trust and e-satisfaction had the largest impact on e-loyalty. These can thereby be considered key determinants of e-loyalty towards SVOD services in this study, which is in line with previous findings. Although, the results indicate that established theories might not be fully applicable, since switching barriers and website/application quality had negative impacts on e-loyalty. / E-lojalitet är en viktig aspekt för marknadsförare att ha förståelse för, då detta påverkar digitala företags framgång. De streamingtjänster som är prenumerationsbaserade och tillhandahåller videoinnehåll, som kallas SVOD, växer snabbt och marknaden blir alltmer konkurrenspräglad. Detta betonar behovet av att förstå de avgörande faktorerna när det kommer till e-lojalitet gentemot dem, vilket denna studie ämnar undersöka. Med en kvantitativ metod och enkätundersökning samlades data in, där fokus var på faktorerna e-kundnöjdhet, e-tillit, webbside/appkvalitet, byteshinder och kundanpassning för att se om dessa är avgörande i e-lojalitet i SVOD-kontexten. Resultaten inkluderar en regressionsmodell som beskriver 51.89% av variansen i e-lojalitet, samt visar att e-tillit och e-kundnöjdhet har störst påverkan på e-lojalitet. De ses därför som de avgörande faktorerna i denna studie vilket är i linje med tidigare studier. Dock visar resultaten att etablerade e-lojalitetsteorier inte verkar vara fullt applicerbara på SVOD-kontexten, eftersom byteshinder och webbside/appkvalitet påverkade e-lojalitet negativt i denna studie.

Digitalization has forced retailers to reevaluate their business models and channel strategies. Traditional brick-and-mortar retailers are no longer the standard and most of today’s retailers offer customers multiple sales channels to purchase from. The present study focusses on the grocery retail industry, which is rapidly shifting towards a more online purchasing setting. There is a need for further research regarding customer experience and customer loyalty, in an online grocery setting, with the aim to identifyimportant online attributes. Previous studies on online grocery and purchasing behavior have neglected to consider customers’ shift from the physical to the online store. Therefore, this study contributes to explain how factors of Brand Equity, Online Customer Experience (OCE) and E-loyalty affect customers’ willingness to stay with same grocery retailer while moving from offline to online. The study used a quantitative research approach by distributing a questionnaire on social media, resulting in 128 useful responds. The result demonstrated a positive relationship between the three concepts and customers’ willingness to choose the same online grocery retailer as offline. Brand was a significant factor in both offline and online. An online grocery retailer’s Website, Products, Interaction and Convenience wereshown to be important online attributes. Feeling secure with providing personal information and using acredit card online, was important. Lastly, maintaining a relationship with their online grocery retailer andfeeling emotionally satisfied after their online purchase was essential. Future research couldcomplement with other concepts that further explain grocery customers’ shift from the physical store to online.

<p>Opšti cilj istraživanja u ovoj doktorskoj disertaciji jeste razvoj pragmatičnog modela koji će omogućiti efikasnije upravljanje procesima brendiranja primenom lean koncepta u marketingu. Predmet istraživanja predstavljaju stavovi i zadovoljstvo korisnika o atributima proizvoda/usluga koji su ujedno rezultat primene lean-a i osnov za izgradnju brendova, sa posebnim akcentom na lojalnost korisnika datom proizvodu/usluzi tj. brendu. U disertaciji se istražuju pretpostavljene uzročno-posledične veze između primene lean principa u poslovanju i upravljanja procesima brendiranja, kao i intenzitet te (ko)relacije. Pregled vladajućih stavova u relevantnoj literaturi odnosi se na oblasti marketinga, upravljanja procesima brendiranja,primene lean koncepta, dimenzija kvaliteta, koncepta zadovoljstva i lojalnosti korisnika.</p> / <p>The general aim of the research in this PhD thesis is the development of a pragmatic model that will enable more efficient management of branding processes by applying lean concept in marketing. The research subject are attitudes and customer satisfaction about the attributes of products/services which are both the result of implementing lean and basis for building brands, with special emphasis on customer loyalty to the given product/service ie. brand. The dissertation examines the assumed cause-and-effect relations between the application of lean principles in business operations and the management of branding processes, as well as the intensity of this (co)relations. An overview of the governing attitudes in relevant literature relates to areas of marketing, management of branding processes, application of lean concept, quality dimension, customer satisfaction and customer loyalty concept.</p>

With recent developments in the internet and the rise of e-commerce, the concept of e-loyalty has gained more traction as a result of its growing importance. Due to this, there is a continuous shift away from brick and mortar fashion retailing towards online fashion retailers.As a result, it is evident that future and current fashion retailers must have some form of online presence in order to succeed in today’s landscape. The purpose of this paper was to explain the effect of e-trust, e-satisfaction and e-service quality on e-loyalty in the context of online fashion retailers. In order to fulfil this purpose, a deductive explanatory approach was taken. Firstly, the authors conducted research on the subject of e-loyalty and what factors influence it. Furthermore, a conceptual model applicable to the context of online fashion retailers was developed. Moreover, an operationalization was created which was the basis of a self-completion questionnaire that was designed in order to collect primary data. After the primary data was collected through convenience sampling and partly through expert sampling, it was cleaned and then placed into SPSS in order to be analyzed. Multiple statistical tests were conducted in order to examine the significance of the data and the relationship between the independent variables (e-trust, e-satisfaction and e-service quality) and the dependent variable (e-loyalty). The results from the analysis showed that all the aforementioned independent variables have a positive effect on e-loyalty in the context of online fashion retailers which meant that the hypotheses from this study were found to be accepted. As a result, e-trust, e-satisfaction and e-service quality were all found to have a positive relationship with e-loyalty.

La disertación que se presenta a continuación tiene como objetivo explicar la satisfacción del cliente como un indicador de calidad, para ello se ha revisado diferentes posturas sobre si la calidad de servicio antecede o es una consecuencia de la satisfacción del cliente. El método empleado fue descriptivo de tipo explicativo. La investigación se llevó a cabo bajo una revisión sistemática de diversas fuentes de información especializadas. En este sentido, se presenta una recopilación sobre la conceptualización y características más relevantes de la satisfacción del cliente, así como también de la calidad de servicio, con fundamento en citas de autores que ya han abordado estas variables. De la misma forma, se realizó un análisis de la controversia si la satisfacción del cliente depende de la calidad de servicio o viceversa, siendo una relación importante para la gestión empresarial. Las conclusiones evidencian que no existe un vehículo único para lograr un servicio de calidad; no obstante, la satisfacción de los clientes es vista por los autores como un requisito indispensable en el modelo teórico, constituyendo el vehículo más seguro y expedito para alcanzar la calidad. Por tanto, la calidad del servicio como concepto teórico y práctico seria consecuencia de la presencia de los atributos que permiten la satisfacción del cliente. La calidad y satisfacción también actúan de forma sinérgica; por tanto, son elementos teóricos y prácticos difíciles de separar. / The dissertation presented below aims to characterize customer satisfaction as an indicator of quality, for it has reviewed different positions on whether the quality of service precedes or is a consequence of customer satisfaction. The method used was descriptive, explanatory. The research was carried out under a systematic review of various sources of specialized information. In this sense, a compilation is presented on the conceptualization and most relevant characteristics of customer satisfaction, as well as quality of service, based on quotes from authors who have already addressed these variables. Similarly, an analysis was made of the controversy whether customer satisfaction depends on quality of service or vice versa, being an important relationship for business management. The conclusions show that there is no single vehicle for achieving quality service; however, customer satisfaction is seen by the authors as an indispensable requirement in the theoretical model, constituting the safest and most expeditious vehicle for achieving quality. Therefore, the quality of the service as a theoretical and practical concept would be a consequence of the presence of the attributes that allow customer satisfaction. Quality and satisfaction also act synergistically; therefore, they are theoretical and practical elements difficult to separate. / Trabajo de Suficiencia Profesional

Equity crowdfunding is a modern way for a company to finance their business. We have in this qualitative study aimed at increasing the comprehension for the relations between shareholders and companies financed through equity crowdfunding. The empirical content has been gathered through unstructured interview with representatives from companies, shareholders and industry experts. Our theory has mainly been focused on power, identity and loyalty. The interpretation and discussion of our empirical content ended up explaining the consequences of the theoretical themes we studied. We could from these themes conclude that all shareholders can through communication have great influence on the company and the identification among shareholders can be used to build loyalty. We also came to the conclusion that companies can benefit from shareholders identifying themselves with the company. / Equity crowdfunding är ett modernt sätt för ett företag att finansiera sig. Vi har genom denna kvalitativa studie ämnat att öka förståelsen för relationen mellan delägare och bolag finansierade genom equity crowdfunding. Empirin är insamlad genom ostrukturerade intervjuer med representanter från företag, delägare och branschexperter. Vår teori har huvudsakligen varit fokuserad på makt, identitet och lojalitet. Den empiriska tolkningen och diskussionen mynnade ut i att förklara konsekvenserna av våra teoretiska teman.. Vi kunde från dessa teman dra slutsatser för att svara på våra forskningsfrågor. Vi kom fram till att alla delägare genom kommunikation kan få ett stort inflytande i bolagen och att kommunikation kan användas för att bygga förtroende och lojalitet. Vi har också kommit fram till att bolagen kan dra nytta av att delägarna kan identifiera sig med bolagen.

The thesis introduces many examples of outreach activities, primarily from the Czech Republic and other European countries. Various possibilities of measure- ments of factors of their effectivity are discussed in the thesis. The used methods were: literature review, conceptual assessment tests - pre- and post-tests (CCI, PPCI), questionnaires (IMI), data analyses of participants of activities, semi-structured interviews (for validation of concept inventories), and the work also has a glimpse of ethnography because the author has organised outreach activities for ten years. The individual chapters of the work are dedicated to: the overview of outreach activities, research methods, translation of the Calculus Concept Inventory (CCI) into Czech, the first steps for developments of the Particle Physics Concept Inven- tory (PPCI), loyalty of participants of competitions, and description of various metrics which can be used for statistical evaluation of events. 1