The traditional airlines exist on a market that is distinguished by an increasing competition. They are often partly or completely owned by the government and are characterized by slow decision making. Because of their existing structure and old business culture the traditional airlines find it hard to use price as a means of competition. Consequently the traditional airlines need to create loyalty amongst their customers. The purpose of this essay was to analyze and evaluate SAS long-term marketing strategies through a comparative study of the companies’ management, employees and customers. To shed light on the problem a gap analysis has been performed on SAS Swedens management, emloyees and customers. The theoretical part of the study takes into account customer value, organization and loyalty. The result shows that the gap between SAS management and customers was relatively small due to the management’s knowledge and insight in respect to customer expectations. On the other hand the gap between SAS management and employees was much larger. The internal communication within SAS is today insufficient which can lead to major problems. To create customer loyalty SAS has to concentrate on their internal problems and focus on their employees. In this way the employees will mediate customers expectations so that SAS profile and image will correspond with customers expectations. SAS needs to have a strong business concept and a vision that all employees should try to achieve, which they do not have today. The conclusion is that SAS will find it hard to survive on a long term basis with the conditions and structure they have today. Suggestions for additional research would be to study other effects made by the incorporation of SAS as well as to study factors that are important for creating good internal communication within the SAS group. / De traditionella flygbolagen verkar på en marknad som kännetecknas av en ökad konkurrens. De är ofta delvis eller helt statligt ägda och präglas av tröga beslutsprocesser. På grund av sin befintliga struktur och gamla affärskultur har de svårt att konkurrera med priset som konkurrensmedel och måste därför fokusera på att skapa kundlojalitet. Uppsatsens syfte var att analysera och utvärdera SAS långsiktiga marknadsföringsstrategier genom en jämförande studie av företagets ledning, anställda samt kunder. För att belysa problemet har en gapanalys genomförts på SAS Sveriges ledning, anställda och kunder. Studiens teoridel är baserad på teorier om mervärdeskapande, organisation och lojalitet. Resultatet visar att gapet mellan SAS ledning och kunder var relativt litet då ledningen har kunskap och insikt om kundernas förväntningar på SAS tjänster. Gapet mellan SAS ledning och de anställda var däremot mycket större. Den interna kommunikationen inom SAS är idag bristande vilket är ett stort problem. För att SAS skall ha en möjlighet att skapa kundlojalitet måste de börja internt och fokusera på de anställda, så att de levererar vad kunderna förväntar sig. Detta i sin tur bidrar till att SAS profil och image överensstämmer. SAS måste ha en stark affärsidé och vision som alla anställda strävar efter, vilket de inte har idag. Studiens slutsats är att SAS har svårt att långsiktigt överleva med de förutsättningar och den struktur de har idag. Som förslag på vidare forsknings gavs att studera ytterligare effekter av SAS bolagisering, samt att studera faktorer som är viktiga för att skapa en bra intern kommunikation inom hela SAS koncernen.

The objectives of this research are to explore the relationships among service chains of electronic government services. This research proposes models (1) to explore the linkages among internal marketing, internal service quality, and internal customer satisfaction in electronic government services, i.e. the internal service chain; (2) to explore the linkage between external service quality and external customer satisfaction, i.e. the external service chain; and (3) to employ the concept of the service profit chain model and the public sector service value chain model to explore the linkage between internal and external service chains. Two kinds of surveys, employee and citizen surveys, were conducted to collect data for this research on two cases including the Kaohsiung Citizen Electronic Complaint System and the National Science and Technology Museum Collection Management System. Internal and external customer data was matched through individual-level instead of group-level used in most studies. Structural equation modeling and Ordinary Least Squares regression analysis were used to test proposed models. The research results support the proposed hypotheses, including (1) internal marketing positively influences internal service quality; (2) internal marketing positively influences internal customer satisfaction; (3) internal service quality has positive influence on internal customer satisfaction; (4) external customer satisfaction is influenced by external service quality; with the exception of (5) the relationship between internal customer satisfaction and external service quality receiving no significant support. Managerial implications are presented for public managers to better serve internal and external customers. Further studies are encouraged to include service-specific variables and technology-specific variables to examine the internal-external link of customer perceptions.

在台灣以服務型為導向的企業都致力於滿足客戶與顧客的需求，以求提升利潤，其中，帶給顧客滿足的重責大任幾乎都是由員工來執行；然而，近年來越來越常聽聞員工的福利與權益收到忽視甚至遭到擠壓。由此推論，一個不快樂的員工如何提供令顧客滿意的服務呢？因此，除了重視外部行銷以外，更是要強調內部行銷的落實。所謂內部行銷就是企業如何將公司及工作有效地行銷給員工，就如同將產品與服務行銷給外部顧客一般。 台灣的房仲產業競爭激烈，並強調顧客至上，而在這樣的情況下，公司仍否會重視對員工的照顧是本篇欲討論的重點。本研究以台灣本土房仲產業─信義房屋為研究對象，旨在探討其內部行銷作為與員工的心理擁有感表現。信義房屋目前為全台規模最大的房仲公司，創辦人周俊吉先生除了強調提供給顧客最優質的服務以外，也重視公司的永續經營與發展。此外，信義房屋是唯一一家上市的房仲公司並且連續被天下雜誌評選為天下企業公民。本研究採用半結構式深度訪談去發現公司的內部行銷作為，並進一步探究公司內部員工對公司本身以及信義房屋品牌的心理擁有感表現。 / Service-oriented companies mostly focus on carrying out external marketing which aims to provide best services to external customers. Traditionally speaking, this way seems to ensure higher revenue for companies. However, they are inclined to overlook the importance of employees who are reckoned as internal customers when applied to internal marketing. Nowadays, it is argued that focusing only on external customers would not ensure prosperity of the company. The application of internal marketing, clearly the opposite concept of external marketing, aims to sell the jobs and the company to its employees. More and more companies, especially service-oriented ones, acknowledge that the firm itself is supposed to bring satisfaction to its internal customers in accord with organizational objective before delivering satisfaction to external customers since most financial transactions occur between employees and customers. Specifically speaking, behaviors of employees have direct influences on customers and their ensuing consuming perceptions. In this regard, service firms should put much more emphasis on application of internal marketing. This study chooses Sinyi Realty as the research target in an attempt to explore its practices of internal marketing and ensuing performances of employee psychological ownership. Realty companies in Taiwan intensively compete with each other and thus put more emphasis on external customers. As for Sinyi Realty, a locally-developed and large-scale realty company, its founder and chairman Mr. Chou, Chun-Chi not only focuses on providing best services, but emphasizes sustainable management which is different from making fast money addressed by other realty companies. Besides, it is worth mentioning that it is the only listed realty company in Taiwan and has been awarded by Excellence in Corporate Social Responsibility many times. In this regard, this study adopts semi-structured in-depth interview to discover the real situation of internal marketing within the company. Most importantly, this study aims to explore performances of psychological ownership toward the company and the corporate brand among employees of Sinyi Realty. In fact, it follows two questions which are “how much do you feel the company is yours?” and “to what extent do you view the corporate brand as part of extended-self?” According to the case analysis, application of internal marketing found in Sinyi Realty exerts huge influences on employee psychological ownership, and also the impact of other critical factors cannot be underestimated. Based on the facts and discussion above, there are 8 derivative propositions in total that explicitly explain the relationships between internal marketing and psychological ownership; and other 3 propositions also manifest their close relations with psychological ownership for the organization and the corporate brand. Though these 11 derivative propositions are not discreetly examined by quantitative research method, they indeed present a general situation of Sinyi Realty and provide different research aspects for future study. At last, 4 managerial implications are proposed in expectation of enhancing the degree of psychological ownership among employees of Sinyi Realty by means of improved application of internal marketing.

Interní marketing je dnes aktuálním tématem, kterým se zabývá vedení mnoha firem. Tato práce se zaměřuje na metody, které mohou zlepšit interní marketing firmy a přispět tak k lepší motivaci zaměstnanců. V práci je analyzována současná situace interního marketingu firmy Imcon Electronics v oblastech interní komunikace, motivace a vzdělávání se ve firmě. Cílem této práce je navrhnout způsoby, které by měli zvýšit motivaci zaměstnanců této firmy. Práce přináší bližší pohled na současné praktiky ve společnosti a návrhy, jak lépe motivovat její zaměstnance. Také obsahuje ekonomické zhodnocení, náklady a odhad ekonomického přínosu pro firmu.

The diploma thesis focuses on the use of internal marketing to increase satisfaction of the employees in the specific company. There is a theoretical background of given issue in the theoretical part. The analytical part is centred on the analysis and description of the current situation in the company. One part of the analysis is also a questionnaire. In the proposal part, the definite solutions are introduced in accordance to gained information. These changes will lead to an increase of the employee satisfaction.

This diploma thesis focuses on the application of the concept of social responsibility in business practise of the companies Sanofi-aventis, s.r.o., MSD IT Global Innovation Center s.r.o. Heineken Česká republika, a.s. This application is based on mentioned theoretical foundations and qualiative research. The thesis also analyzes and evaluates the implementation of CSR strategy of internal marketing in chosen companies. The aim is to suggest activities to effective application of internal marketing strategy for these companies.

<p>Мала и средња предузећа су тренутно најважнији покретач свих економских токова у привреди неке земље. Основна тежња у докторској дисертацији била је да се испитају специфичне карактеристике које мала и средња туристичка предузећа у Војводини разликују од великих, а самим тим&nbsp; и&nbsp; потврди значај мале привреде у односу на велике пословне формате у туристичкој привреди.&nbsp; Маркетиншким активностима малих и средњих туристичких предузећа дуго времена се приступало у контексту постојећих традиционалних модела који су се ослањали на маркетинг стратегије и праксе великих компанија. Међутим, специфичности туристичког МСП сектора, као и ограничења која ова предузећа имају у сопственом пословању, указују на потребу развијања нових приступа и маркетинг модела.<br />Истраживање у докторској дисертацији било је мотивисано проблематиком<br />утврђивања примене маркетинга тоталног односа и релација које су њиме<br />дефинисане у пословању малих и средњих туристичких предузећа у Војводини.<br />Основни циљ истраживања је компарација теоријски присутних релација, описаних у литератури, са њиховом присутношћу на туристичком тржишту и у пословању малих и средњих туристичких предузећа. Такође, у докторској дисертацији су најбитније релације маркетинга тоталног односа за пословање ових испитани су ставови запослених о примени 30 маркетинг релација и<br />примени интерног маркетинга, као једног од значајнијих сегмената маркетинга<br />тоталног односа. Сам истраживачки процес, путем квалитативних и<br />квантитативних метода, односно примарних и секундарних истраживања трајао је две године и обухватио је укупно 675 испитаника.<br />Спроведенa истраживања&nbsp; упућују на закључак да мала и средња туристичка<br />предузећа, у зависности од природе посла који обављају и потреба пословања,<br />примењују савремене маркетиншке стратегије. Интензивнија примена би ипак<br />требало да укључи све остале учеснике који се јављају у туристичкој дестинацији.<br />Блиски и дугорочни односи са њима довешће до јачања конкурентности Војводине на туристичком тржишту. Маркетинг тоталног односа требало би да прожима све аспекте пословања малих и средњих туристичких предузећа, као и осталих заинтересованих страна.</p> / <p>Mala i srednja preduzeća su trenutno najvažniji pokretač svih ekonomskih tokova u privredi neke zemlje. Osnovna težnja u doktorskoj disertaciji bila je da se ispitaju specifične karakteristike koje mala i srednja turistička preduzeća u Vojvodini razlikuju od velikih, a samim tim&nbsp; i&nbsp; potvrdi značaj male privrede u odnosu na velike poslovne formate u turističkoj privredi.&nbsp; Marketinškim aktivnostima malih i srednjih turističkih preduzeća dugo vremena se pristupalo u kontekstu postojećih tradicionalnih modela koji su se oslanjali na marketing strategije i prakse velikih kompanija. Međutim, specifičnosti turističkog MSP sektora, kao i ograničenja koja ova preduzeća imaju u sopstvenom poslovanju, ukazuju na potrebu razvijanja novih pristupa i marketing modela.<br />Istraživanje u doktorskoj disertaciji bilo je motivisano problematikom<br />utvrđivanja primene marketinga totalnog odnosa i relacija koje su njime<br />definisane u poslovanju malih i srednjih turističkih preduzeća u Vojvodini.<br />Osnovni cilj istraživanja je komparacija teorijski prisutnih relacija, opisanih u literaturi, sa njihovom prisutnošću na turističkom tržištu i u poslovanju malih i srednjih turističkih preduzeća. Takođe, u doktorskoj disertaciji su najbitnije relacije marketinga totalnog odnosa za poslovanje ovih ispitani su stavovi zaposlenih o primeni 30 marketing relacija i<br />primeni internog marketinga, kao jednog od značajnijih segmenata marketinga<br />totalnog odnosa. Sam istraživački proces, putem kvalitativnih i<br />kvantitativnih metoda, odnosno primarnih i sekundarnih istraživanja trajao je dve godine i obuhvatio je ukupno 675 ispitanika.<br />Sprovedena istraživanja&nbsp; upućuju na zaključak da mala i srednja turistička<br />preduzeća, u zavisnosti od prirode posla koji obavljaju i potreba poslovanja,<br />primenjuju savremene marketinške strategije. Intenzivnija primena bi ipak<br />trebalo da uključi sve ostale učesnike koji se javljaju u turističkoj destinaciji.<br />Bliski i dugoročni odnosi sa njima dovešće do jačanja konkurentnosti Vojvodine na turističkom tržištu. Marketing totalnog odnosa trebalo bi da prožima sve aspekte poslovanja malih i srednjih turističkih preduzeća, kao i ostalih zainteresovanih strana.</p> / <p>Small and medium enterprises are currently the most important driver of every country. Since tourism is representing a fertile ground for the development of small and medium-sized enterprises, it is important to emphasize that the synergy between them will improve comparative advantages and achieve more effective results in tourism industry. The main tendency in this doctoral dissertation was to examine specific characteristics that small and medium tourism enterprises differ from large, and thus confirms the importance of small business in relation to large commercial formats in the tourism industry. Marketing activities of small and medium-sized tourism enterprises for a long time has been approached in the context of the traditional model, which relied on marketing strategies and practices of large companies. However, the specifics of SME tourism sector, as well as the constraints that these companies have in their own operations, point to the need for development of new approaches and marketing models.<br />The research in this doctoral dissertation was motivated by determining the application of the total relationship marketing by small and medium-sized tourism enterprises in Vojvodina as well as the relationships defined by total relationship marketing. The&nbsp; aim of the research is a comparison of the theoretically present relationships described in literature, with their presence in the tourism market and in the operations of small and medium-sized tourism enterprises in Vojvodina. One of the objectives is to determine the most important relationships for small and medium-sized tourism enterprises, as well as the attitudes of employees about the present relationships in enterprises, and the implementation of internal marketing as a significant segment of the total relationship marketing.&nbsp; The research process, through qualitative and quantitative methods, and primary and secondary research, included a total of 675 respondents.<br />Research reports indicate that small and medium-sized tourism enterprises,&nbsp; depending on the nature of their work and the needs of the business, are applying modern marketing strategies. Intensive implementation should still include all t he other participants&nbsp; in the tourist destination. Close and long-term relations with them will strengthen the competitiveness of Vojvodina in the tourist market. Total&nbsp; relationship marketing&nbsp; should permeate all aspects of the business of small and medium-sized tourism enterprises, as well as all other interested parties.</p>

Bakgrund: Studiens bakgrund redogör för och beskriver småföretag samt de ekonomiska problem de bemöter i jämförelse med större företag. Bakgrunden benämner även de nackdelarna som finns med att vara ett småföretag.    Problemformulering: Hur ser medarbetare i småföretag på användningen av relationsmarknadsföring, och upplever de att det finns svårigheter i att använda sig av relationsmarknadsföring i sitt arbete? Syfte: Studiens syfte är att se relationsmarknadsföring ur ett medarbetarperspektiv samt att klargöra och få förståelse för vad det är som gör att medarbetare kan vara mer, eller mindre, relationsskapande i sin arbetsroll. Metod: Studien har genomförts utifrån en kvalitativ forskningsmetod. 12 stycken semistrukturerade intervjuer har genomförts med redovisningskonsulter och revisorer från småföretag.  Teori: Studien bygger på tidigare forskning om relationsmarknadsföring, företagskultur, medarbetarens roll, intern marknadsföring, relationsskapande, tillit och teknologiska resurser.  Empiri och analys: Empirin innefattar 12 semistrukturerade intervjuer och har analyserats utifrån de valda teorierna.  Slutsats: Studien har resulterat i att medarbetarna har en positiv inställning till användningen av relationsmarknadsföring, men att hinder såsom företagskultur, brist på tid och kundens roll i relationen kan försvåra relationsskapandet. / Background: The background of the study discusses and describes small companies as well as the economic problems they face in comparison with larger companies. The background also mentions the disadvantages of being a small business.  Research question: How do employees in small businesses view the use of relationship marketing, and do they experience that there are difficulties in using relationship marketing in their job? Purpose: The purpose of the study is to see relationship marketing from an employee perspective and to clarify and understand what it is that allows employees to be more, or less, relationship-building in their work. Method: The study was done on the basis of a qualitative method. 12 semi-structured interviews were conducted with accounting consultants and auditors from small companies. Theory: The study is based on previous research on relationship marketing, corporate culture, the role of the employee, internal marketing, relationship building, trust and technological resources.  Empirics och analysis: The empiric includes 12 semi-structured interviews and has been analyzed based on the selected theories. Conclusion: The study has concluded that employees have a positive attitude towards the use of relationship marketing, but that obstacles such as corporate culture, lack of time and the customer's role in the relationship can make the relationship building more difficult.

L’omni-canal constitue un idéal que la plupart des distributeurs cherche à atteindre en vue de s’adapter aux nouvelles exigences du marché (i.e. évolution du comportement des consommateurs et des standards concurrentiels). Dans la lignée des recherches en marketing de la distribution, nous cherchons à comprendre comment s’opère la mutation des distributeurs multi-/cross-canal vers l’omni-canal, du point de vue organisationnel. Au-delà de l’aspect technologique (e.g. modernisation des systèmes d’information ou logistiques), nous nous interrogeons sur la dimension culturelle de la transformation de ces acteurs « historiques » (e.g. révision des modes de fonctionnement et de pensée au sein des organisations et auprès de leurs membres). Nous nous intéressons d’abord à l’émergence de l’omni-canal et soulignons le changement culturel qu’il requiert ; la culture organisationnelle permet ensuite d’appréhender ce que recouvre ce changement culturel ; enfin, dans le cadre d’une stratégie de marketing interne, le storytelling contribue à faciliter la mutation auprès des collaborateurs, premiers destinataires du changement. Nous mettons en oeuvre une étude de cas multiples pour explorer la manière dont la mise en récit du changement par les distributeurs permet de favoriser l’émergence et le déploiement d’une « culture omni-canal ». Nos résultats témoignent d’une convergence dans la manière dont le changement s’opère mais aussi dont les distributeurs le racontent au travers d’un « storytailing » commun, dessinant les prémices d’une « révolution culturelle » de la distribution. Celle-ci se traduit par une vision élargie de la notion d’omni-canal à celle « d’omni-commerce » et une volonté des distributeurs de définir leur agency. / Most retailers strive to reach the omni-channel ideal in order to meet new market requirements (i.e. evolution of consumer behavior and competition standards). In this study, we seek to understand how multi-/cross-channel retailers transform into omni-channel, from an organizational point of view. Beyond the technological aspect (e.g. modernization of information systems and logistics), we investigate the cultural dimension of the change in “historical” actors (e.g. overhaul of processes and ways of thinking inside organizations and among their members). First, we explore the emergence of omni-channel and outline the cultural change that it requires; then, we investigate organizational culture as a means to achieving such cultural change; finally, when formulating marketing strategy, we propose storytelling as an internal marketing approach with collaborators, who are often the first recipients of change. We conduct multiple case studies to explore the narrative of change whilst favoring the emergence and deployment of an “omni-channel culture”. Our findings show confluent results about the way retailers change and tell this story. Their narrative reveal a shared “storytailing”, shaping the premises of a “cultural revolution” in retailing. It is reflected in the proposition of a widened conception of omni-channel through “omni-commerce” and a wish for retailers to define their agency

This study investigates relationship marketing by estate agencies in the residential property market of South Africa. In determining the residential estate agency's knowledge of relation­ ship marketing, an extensive literature study was undertaken on the marketing environment and broader market, marketing concept, market segmentation and target marketing, the marketing mix and expansion thereof, as well as customer service and internal marketing. An empirical study was conducted to determine the residential estate agency's present knowledge and practices of the basic components of relationship marketing. In the study a structured questionnaire was mailed to all residential estate agencies which are members of the Estate Agency Affairs Board. The most significant findings are that: the majority of respondents do not have mission statements and do not know what a mission statement is; they set marketing objectives which are communicated to the agents; when appointing new agents they consider the agent's service orientation and ability to work with clients, but qualifications and previous experience are not viewed as important; they train estate agents themselves and emphasise after-sales contact and building of long-term relationships, but do not stress customer behaviour influences; a large percentage do not conduct competitor analyses and view marketing research as unimportant, but are of the opinion that they have superior market knowledge and offer the best service quality; they regard the principles of the marketing concept as important; they engage in a large number of after-sales services, although few realise that contact after occupation is important; they regard the buyer's financial means as important and engage in activities to ensure customer service, but do not have formalised feedback systems to test customer satisfaction; they engage in internal marketing activities, strive to create a positive corporate culture and try to retain good agents. In conclusion it can be said that there is evidence that the principles of relationship marketing are followed by residential estate agencies in South Africa. There are, however, concerns about the long-term commitment of estate agencies towards their clients because of the lack of feedback systems and the lack of in-depth knowledge of the market. / Business Management / D. Comm (Business Management)