Abstracts in English, Zulu and Southern Sotho / Integrated marketing communication (IMC) is widely regarded as an appropriate paradigm for the marketing and marketing communication programmes of many companies. However, most literature argues that IMC is far from being a well-established concept given its evolving state. One of the problems in its evolution is understanding how firms should design and execute IMC. This problem is corroborated by the attentiveness of studies to limited sectors and their concentration to a very limited research setting. Lack of integration of IMC research with the Nordic School research tradition and theoretical frameworks enhance the problem further. By addressing these issues, this study strives to understand the integration of marketing communications in the Ethiopian beer market. Utilising the interpretivist research paradigm, qualitative data collection methods such as focus group discussions and in-depth interviews with customers and the firm were undertaken. This methodology aimed to identify their perceptions regarding brand contacts and their integration based on the components and theory of IMC and the Nordic School. The key findings of this work are described in a model of customer integrated marketing communications (CIMC) that is derived from the empirical study. The model highlights planned, product, service, and unplanned brand contacts-in-use that originate from Habesha Breweries – the reviewed company – and the competitors, society, other customers, and physiological needs which influence its customers’ purchasing decisions. Extending from this are the other key findings on the planned, product and service brand contacts-in-use in the similarly derived model of firm integrated marketing communications (FIMC). The critical comparison of CIMC and FIMC in the brand contacts-in-use matrix reveals brand contacts-in-use where customers and the firm are ‘active – active’, ‘active – passive’, ‘passive – active’ or ‘passive – passive’. This informs strategic integration of marketing communication (SIMC) in its various contexts. The systematic integration of IMC with the Nordic School’s research tradition is the methodological contribution of this study. New insights are generated relating to physiological needs brand contacts-in-use such as social and non-social hedonic needs and sources of influence such as religious, political or cultural leaders or sport groups, and the incorporation of brand contacts-in-use that originate with competitors. These and the uniquely emerged concepts of brand origins-in-use, brand contacts-in-use, and integration-in-use offer new constructs for IMC. The practical contribution of this study lies in the application of IMC in the narrow sphere of the Ethiopian brewing industry, but more broadly, in applications across industries and geographical regions. In sum, the study offers methodological, theoretical, and practical contributions to the evolution of IMC and the broader discipline of marketing communications. / Ukuxhumana okuhlanganisiwe kokumaketha (UOM) kuthathwa kabanzi njengenguquko efanelekile ongumbandela wokumaketha kanye nezinhlelo zokuxhumana zokumaketha zezinkampani eziningi. Kodwa-ke, iningi lemibhalo lithi UOM ikude nokuba ngumqondo osungulwe kahle unikezwe isimo sawo sokuguquka. Enye yezinkinga ekuveleni kwezinye izinto ezintsha kwezinye ukuqonda ukuthi amafemu kufanele aklame futhi enze kanjani UOM. Le nkinga iqinisekiswa ukunakwa kwezifundo emikhakheni elinganiselwe futhi igxile esimweni sokucwaninga esilinganiselwe kakhulu. Inkinga yandiswa ukungabi bikho kokuhlanganiswa kocwaningo lo-UOM nesiko lokucwaninga leNordic School kanye nezinhlaka zethiyori. Ngokuxazulula lezi zinkinga, lolu cwaningo luzama ukuqonda ukuhlanganiswa kokuxhumana kokumaketha emakethe kabhiya yaseTopiya. Ukusetshenziswa kwepharadimu yocwaningo lomhumushi, izindlela zokuqoqwa kwedatha ezisezingeni elifanele njengenhlolokhono yamaqembu ejulile kanye nezingxoxo ezijulile namakhasimende kanye nefemu zenziwa. Le ndlela yayihlose ukukhomba imiqondo yabo maqondana noxhumano yomkhiqizo nokuhlanganiswa kwawo ngokususelwa ezingxenyeni nakuyithiyori UOM neNordic School. Okutholakele okubalulekile kulomsebenzi kuchazwe kuyimodeli yamakhasimende yezokuxhumana kwezentengiselwano ezihlanganisiwe (MXZ) ezisuselwa ocwaningweni lwezobuciko. Le modeli igqamisa okuhleliwe, umkhiqizo, insizakalo nokuxhumana komkhiqizo okungahleliwe okususelwa eHabesha Breweries - inkampani ebukeziwe - nabancintisana nabo, umphakathi, amanye amakhasimende, kanye nezidingo zomzimba ezithonya izinqumo zokuthenga zamakhasimende ayo. Ukwengeza kulokhu okunye okutholakele okubalulekile koxhumana nabo bohlobo lomkhiqizo ohlelekile, okusetshenziswayo kuyimodeli etholwe ngokufanayo yokuxhumana ngezimakethe kwefemu okuqinile okuhlanganisiwe kwezentengiso (FOHK). Ukuqhathanisa okubucayi kuyi MXZ ne-FOHK kumatriksi yokuxhumana kokusetshenziswayo okuveza ukuxhumana nabo abasebenza lapho amakhasimende kanye nefemu "bayasebenza - bakhuthele", "beyasebenza - bangenzi lutho", "bengaxakekile - besebenza" noma "besebenza - besebenza kahle”. Lokhu kwazisa ukuhlanganiswa kwamasu wokuxhumana kwezentengiso ezimeni ezahlukahlukene. Igalelo lezindlela zalolu cwaningo ukuhlanganiswa okuhlelekile kwe-OUM nesiko lokucwaninga leNordic School. Imininingwane emisha enziwayo iphathelene nezidingo zomzimba, njengezidingo zomphakathi nezingezona ezenhlalo, kanye nemithombo yethonya, njengabaholi bezenkolo, bezombusazwe noma bezamasiko noma amaqembu ezemidlalo, kanye nokufakwa koxhumana nabo bohlobo lokusetshenziswa okuvela kubancintisana nabo. Le mibono naleyo evela ngokukhethekile yemvelaphi yokusetshenziswa komkhiqizo ethile, ukuxhumana nokusetshenziswa kwemikhiqizo ethile, nokusetshenziswa kokuhlanganisiwe okuthile kwethula ukwakhiwa okusha kuyi- UOM. Umthelela osebenzayo walolu cwaningo usekusetshenzisweni kwe-UOM emkhakheni omncane wokwenza utshwala waseTopiya, kepha ngokubanzi, kuzicelo ezimbonini nasezifundeni zomhlaba. Ngamafuphi, lolu cwaningo lwethula izindlela, ithiyori, kanye negalelo elikhona ekuguqulweni ko-UOM kanye nendlela ebanzi yokuxhumana kwezokumaketha noma ezentengiselwano. / Puisano e kopaneng ya kgwebo (IMC) e nkuwa hohle e le mohlala o loketseng bakeng sa mananeo a kgwebo le puisano ya kgwebo ya dikhamphani tse ngata. Leha ho le jwalo, dingodilweng tse ngata di hlahisa taba ya hore IMC e hole le ho ba mohopolo o thehilweng hantle ho latela maemo a yona a fetohang. Bo bong ba mathata a ho iphetola ha yona ke ho utlwisisa hore na difeme di lokela ho rala le ho kenya IMC tshebetsong jwang. Bothata bona bo netefatswa ke ho ela hloko dithuto makaleng a fokolang le ho tsepamisa mohopolo maemong a fokolang haholo a dipatlisiso. Bothata bo eketswa ke kgaello ya kopano ya dipatlisiso tsa IMC le moetlo wa dipatlisiso wa Sekolo sa Nordic le meralo ya ditheori. Ka ho sebetsana le mathata ana, phuputso ena e leka ka matla ho utlwisisa kopano ya dikhokahano tsa kgwebo mmarakeng wa biri wa Ethiopia. Ka ho sebedisa mohlala wa dipatlisiso wa botoloki, mekgwa ya boleng ya pokello ya lesedi jwalo ka dipuisano tsa sehlopha tse tsepamisitsweng le dipuisano tse tebileng le bareki le feme di ile tsa etswa. Mokgwa ona o ikemiseditse ho kgetholla maikutlo a tsona mabapi le mabitso a matshwao le kopano ya ona ho ipapisitswe le dikarolo le theori ya IMC le Sekolo sa Nordic. Diphetho tsa mantlha tsa mosebetsi ona di hlalositswe mohlaleng wa dipuisano tsa mebaraka e kopaneng ya bareki (CIMC) o fumanweng phuputsong ya nnete. Mohlala ona o totobatsa merero e rerilweng, sehlahiswa, tshebeletso le mabitso a letshwao a sa rerwang a sebediswang a tswang Femeng ya Thitelo ya Habesha - khamphani e hlahlojwang - le bahlodisani, setjhaba, bareki ba bang, le ditlhoko tsa mmele le ditsamaiso tsohle tsa ona tse susumetsang diqeto tsa bareki tsa ho reka. Ho tswa ho sena ke diphetho tse ding tsa bohlokwa ho merero e rerilweng, sehlahiswa, tshebeletso le mabitso a letshwao a sebediswang ka mokgwa o tshwanang o nkilweng wa dipuisano tsa mebaraka e kopaneng ya feme (FIMC). Papiso ya bohlokwa ya CIMC le FIMC ho mofuta wa mabitso a letswaho a sebediswang e senola mabitso a letshwao a sebediswang moo bareki le feme " ba sebetsang" - "ba sebetsang" - "ba sebetsang – ba sa sebetseng" , “ba sa sebetseng – ba sebetsang” kapa "ba sa sebetseng – ba sa sebetseng”. Sena se kgetholla kopano e hlophisitsweng ya puisano ya kgwebo (SIMC) maemong a yona a fapaneng. Tlatsetso ya mekgwa ya phuputso ena ke kopano e hlophisitsweng ya IMC le moetlo wa dipatlisiso wa Sekolo sa Nordic. Ditemohisiso tse ntjha dia hlahiswa tse amanang le ditlhoko tsa mmele le ditsamaiso tsohle tsa ona, jwalo ka ditlhoko tsa phedisano le tseo eseng tsa phedisano tse amanang le maikutlo a ho ithabisa, mehlodi ya tshusumetso, jwalo ka baetapele ba bodumedi, dipolotiki kapa setso kapa dihlopha tsa dipapadi, le ho kenyelletswa ha mabitso a letshwao le sebediswang a tswang ho bahlodisani. Tsena le mehopolo e ikgethang e hlahileng ya ditshimoloho tsa letshwao tse sebediswang, mabitso a letshwao a sebediswang, le kopano e sebediswang di fana ka mehopolo e metjha bakeng sa IMC. Tlatsetso e sebetsang ya phuputso ena e itshetlehile tshebedisong ya IMC karolong e patisaneng ya indasteri ya ho ritela ya Ethiopia, empa ka ho pharaletseng, ditshebedisong ho pholletsa le diindasteri le dibaka. Ka kakaretso, phuputso e fana ka ditlatsetso tsa mekgwa, theori le tshebetso ho ntshetsopele ya IMC le lekala le tsebo le pharalletseng la dipuisano tsa kgwebo. / Communication Science / D. Phil. (Communication Science)

整合行銷傳播（IMC）發展十多年來，雖然其價值倍受肯定，但由於市場環境變遷與理論的限制，使得IMC在實際執行上的成效並不彰顯。因此，IMC正面臨發展的瓶頸。 本研究整理各家學者對IMC的論述，重新審視IMC之架構，將IMC依投入–產出的系統分為「要素投入」、「執行過程」、「績效產出」三大部份，並再細分為八大面向，說明如下： 一、要素投入：分為「組織架構面」、「人員知識面」與「企劃流程面」三大面向，檢視企業投入IMC的要素與投入IMC要素時所遇到的障礙。 二、執行過程：分為「執行層級面」與「執行內容面」二大面向，確認企業執行整合的層級與程度，並檢視企業執行IMC的內容是否符合IMC的四大特性，也就是協調性、一致性、互動性與互補性。 三、績效產出：分為「綜效評估面」與「系統回饋面」二大面向。綜效評估面又可分為「知覺導向」、「關係導向」與「行為導向」，企業應視其行銷需求設立評估績效的標準。在系統回饋面上，則表示企業應回頭檢視IMC在投入與執行的過程中是否符合IMC的要求。 綜合各家IMC之論述後，本研究建立出IMC之概念性架構，做為學界與業界在研究與實施IMC的基礎。 唱片產業近年來面臨不景氣與盜版的雙重打擊，加上數位科技的進步與消費習慣的改變，過去銷售唱片的價值模式已無法支持唱片產業。因此大部份唱片公司亟力尋求異業資源與多角化經營，將有限度的資源整合在一起做最大效益的發揮，非常符合IMC的精神，因此極具IMC的研究價值。 本研究以「個案比較研究法」，選取本土與外資各一家唱片公司為個案研究對象，研究其實施IMC的情形。其中本土唱片公司以「華研國際音樂」為代表，外資唱片公司以「環球國際唱片」為代表，結果發現： 一、IMC的投入部份 1．兩唱片公司在組織架構面上適合發展IMC。 2．兩唱片公司在企劃流程面上滿足IMC的規劃。 3．兩唱片公司在人員知識面上對IMC的了解較為不足。 4．兩唱片公司在人員知識面上並未使用資料庫行銷。 二、IMC的執行部份 1．本研究個案唱片執行整合內容符合IMC四大特性。 2．本研究個案唱片執行整合達「部份利害關係人整合」之整合層級。 三、IMC的產出部份 1．唱片公司需建立公平客觀的IMC績效評估系統。 2．唱片公司應重視IMC的回饋，提昇組織效率與效能。 四、本土唱片與外資唱片的比較部份 1．華研較環球在IMC投入要素高，阻礙較小。 2．環球台灣子公司以區域為市場，個別市場整合程度較不足。 3．環球台灣子公司在資源整合的權限較具限制。

美商八大電影公司每年票房收入約佔台灣電影市場總票房的七成以上，台灣外片發行商面臨這樣強大的挑戰，在許多方面都處於極大劣勢。然而，2006 年，幾部由台灣外片發行商所發行的影片，仍突破重圍，取得票房上的成功。這些個案展現了數種專屬於台灣電影市場的行銷模式，顯然具有值得借鏡之處。 本研究在深入瞭解台灣電影發行市場的歷史脈絡與現況之下，對2006 年在市場上獲得成功票房的四個個案進行資料蒐集與訪談。接著以整合行銷傳播的概念，分析其各行銷層面成功的元素，希望對於台灣外片發行商未來發行能夠有所幫助。個案選擇以影片上映規模為分類，挑選各類別中票房排行最具有代表性的四個案例，分別為：甲上娛樂所發行的《絕命終結站3》、山水娛樂的《巴黎我愛你》、海鵬電影的《愛瘋狂》以及聯影的《戴珍珠耳環的少女》。 藉由探討台灣外片發行商的成功行銷模式，本研究希望提供台灣電影發行業者未來行銷上的參考，使得電影的發聲權不再單由好萊塢所掌控，觀眾的觀影經驗才能夠更豐富而多元化。 關鍵字：電影行銷 整合行銷傳播 台灣外片發行商 / Every year, more than seventy percent of the annual box office profit in Taiwan is earned by Hollywood’s major cinema distributors. Facing such a strong competitor, Taiwan foreign film distributors certainly have a lot of disadvantages. However, in 2006, the box office for some movies by Taiwan foreign film distributors still achieved remarkable success. These successful cases demonstrate several kinds of marketing models suitable for Taiwan’s film market and is worthy of further research. After a fully investigation of the historical development for the Taiwan film market, this thesis aims to interview four Taiwan foreign film distributors whom achieved great box office success in 2006, collect relating data, and use the concept of integrated marketing communication to analyze elements of their success. The four cases are classified by their scale of release, while selecting the film that achieved the highest box office in each category. The four films chosen are as following: 《Final Destination3 》,《Paris, Je T'aime》, 《C.R.A.Z.Y》and 《Girl with a Pearl Earring》 Keywords: Film Marketing, Integrated Marketing Communication,Taiwan Foreign Film Distributor.

Šiuolaikinėje verslo aplinkoje spartus skaitmeninių technologijų gausėjimas nulėmė integracijos procesus ne tik marketingo ar komunikacijos disciplinose ir jų sintezėje, bet ir visuose verslo procesuose. Efektyvus integruotos marketingo komunikacijos pritaikymas verslo aplinkoje yra vienas iš didžiausių verslo konkurencinių pranašumų rinkoje. Pažymėtina, jog nuoseklus šio konsepto pritaikymas versle padeda pasiekti didelį efektyvumą visų procesų atžvilgių įskaitant ir komunikaciją. Šio darbo temos suformulavimas ir problematika sumodeliuoti atsižvelgiant į sparčią komunikacijos disciplinos dinamiką ir transformaciją ne tik verslo pasaulyje, bet ir kultūrinėje bendravimo perspektyvoje. Šių procesų priežastis - eksponentiškai auganti technologijų inovacija, daranti įtaką visų sferų kaitai technokratinėje visuomenėje. Augančios žmonių auditorijos socialinių tinklų portaluose, besikuriančios naujos kultūrinės zonos, įtakojančios žmonių pirkimo sprendimus, ar įmonių finansinius rodiklius nulėmė verslo komunikacijos perskirstymą. Vienas iš šios komunikacijos revoliucijos įrankių – „Facebook“ socialinių tinklų portalas. Šis socialinių medijų įrankis per pastaruosius 6 metus augo dideliu tempu, ir 2010 metų pradžioje turėjo daugiau nei 350 milijonų narių. Prognozuojama, kad „Facebook“ socialinių tinklų portalas komunikacine ir marketingine prasme bus vienas patraukliausių ir efektyviausių per artimiausius metus, nes „Facebook“ įkūrėjo Mark Zuckerberg tikslas šiame tinklapyje turėti... [toliau žr. visą tekstą] / This thesis was written in response to the growth of technology innovation on every single part of our daily life, including transformation of communication discipline, changing business rules; also it feels from the perspective of cultural communication changes. Furthermore, raising audiences in social networks websites creates new cultural groups, which influencing buying decisions of the ordinary people or financial numbers in business. The main tool is „Facebook“website of social network which revealed by this radical transformation of communication. This unique phenomenon is growing exponential in last six years and now it has 350 million accounts. In addition, “Facebook” will be one of the most efficient marketing and communication tools in several years with a population of 1 billion. This is the reason why this theme was chosen to this thesis, and the main concentration of this paper is “Facebook” integration in corporate communication strategy and effective administration. The purpose of this thesis is to explore reasons and value of „Facebook“ website integration in communication strategy of company, also create an analysis model, which helps to identify a specific communication activities by business units in „Facebook“ website. This paper covers the linkage of three main theory parts: integrated marketing communication, e-marketing, social media and social networks. The concept of integrated marketing communication is a base theory in this paper, which give a... [to full text]

Made available in DSpace on 2016-04-25T16:44:24Z (GMT). No. of bitstreams: 1 Elaine Ribeiro de Oliveira.pdf: 3212601 bytes, checksum: 0d8bce13107f4e02fde572dfdbe62408 (MD5) Previous issue date: 2011-10-18 / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior / The role of integrated marketing communication for the construction of brand value is the main theme of this paper. In a global market perspective, companies and organizations need to amplify and open up to new horizons and new informational technologies. It shows then that in the face of diversities derived from new paradigms enforced by the contingencies in social, economical, political and cultural spheres, integrated marketing communication came to be one of the pillars for enterprize strategy and for branding management. In this context, this study approached the proposition of striving the goal of identifying the determinant factors of the role of communication in the construction of the brand value. Due to the great challenges that constantly arise in organizations regarding the uncertatinties in the global market, it was perceived that there was a necessity of working on the issue. In this situation, branding managers are looking for alteratives and strategies to work on the brand construction and adding values. A case study was adopted, focusing on Bunge Fertilizantes, an European company that leads the ranking in the agricultural fetilizers sector in Brazililian‟s agribusiness. According to the survey which was carried out, the company‟s export is currently at its pinnacle in the aforementioned sector. In this perspective, the company‟s effort in working with the brand was effectively determined, through the links of the integrated marketing communication / Esta dissertação tem como tema, o papel da comunicação integrada de marketing para construção do valor da marca. Na perspectiva do mercado globalizado conseguir alcançar suas metas, diante de um cenário altamente competitivo, as empresas e organizações necessitam ampliar e buscar novos horizontes e novas tecnologias informacionais. Nessa premissa, verifica-se que, perante as diversidades advindas de novos paradigmas impostos pelas contingências das esferas sociais, econômicas, políticas e culturais, a comunicação integrada de marketing passou a ser um dos pilares para as estratégias organizacionais e aos gestores de marcas. Nesse contexto, o estudo buscou explorar dentro da proposta de atingir o objetivo de identificar os fatores determinantes do papel da comunicação na construção do valor da marca. Percebeu-se a necessidade de trabalhar este assunto, em razão dos grandes desafios que constantemente emergem nas organizações devido às incertezas no mercado globalizado. Nessa premissa, nota-se que os gestores de marca estão procurando alternativas e estratégias para trabalharem a construção de marca, como também agregar valor a ela. Adotou-se o método de estudo de caso e, como enfoque, foi escolhida a empresa Bunge Fertilizantes, empresa de origem européia que lidera o ranking no setor de fertilizantes agrícolas para o agronegócio brasileiro. De acordo com a pesquisa realizada, a empresa encontra-se no auge das exportações nos setor correspondente. Nessa perspectiva, constatou-se com sucesso a veracidade dos fatos o grande empenho da empresa em trabalhar a marca, através dos elos da comunicação integrada de marketing

整合行銷傳播已是今日及未來傳播業界無法抗拒的風潮，並將進而帶動行銷理念與方式的革命性轉變。所謂「整合行銷傳播」，乃評估各種不同的傳播技能在策略思考中所扮演的角色，如一般廣告、直覆廣告、促銷活動、及公共關係，並將之結合，透過天衣無縫的整合，提供清晰一致的訊息，並發揮最大的傳播效益。這是時代背景與市場競爭因素的驅動下，行銷傳播的必然趨勢。 　　因此本研究期能建立一套適於國內實務界運作的規劃架構模式，提供業界做為消費性產品行銷傳播規劃上之依據。並期能運用一系統化的運用一系統化的規劃模式，發展出對消費者及其他利益關係人的最適溝通策略；有效整合對於各不同利益族群的溝通訊息以產生協調一致的對外傳播訊息；整合各項傳播工具的表現，期使各工具能用整齊劃一的調性，分別發揮其傳播上的功能特性。再進一步以理論模式為依據，分析診斷個案狀況提供可行之建議；探究在面對不同的消費者、產品類別、與環境成員時，行銷傳播策略的相同及相異處，以歸納出企業對外溝通訊息最適之呈現方式與組合。 　　本研究屬於探索性研究，藉由對國內外相關文獻的探討來建立理論架構基礎，再者利用個案深入訪談的方式瞭解及分析實務案例以驗證該架構，並達成本研究之目的。 　　經由文獻探討與對實際個案的研究分析，本研究發現此一理論模式確能做為業界行銷傳播規劃之依據，並可藉以發展對各利益關係人的最適溝通策略、整合對外傳播訊息及各項傳播工具的表現，並適用於不同之個案狀況，可據以分析行銷傳播個案與提供建議。此外並據以提出策略義涵，包括重視消費者資料庫及品牌忠誠度分類、分析企業利益關係人、深入瞭解各傳播工具之特色並靈活運用，以及重視消費者公關等等。

Frågeställning: Vilken påverkan har e-CRM, som ett stöd till relationsmarknadsföringen, på de långvariga kundrelationerna för SMF inom B2B i tjänstesektorn? Syfte: Syftet med rapporten är att beskriva och analysera vilken påverkan e-CRM har på långvariga kundrelationer. Rapporten kommer fokusera på små och medelstora företag (SMF) inom tjänstesektorn med B2B-relationer och genomförs som en fallstudie av Effect Reklambyrå AB. Företagets befintliga relationsmarknadsföring studeras tillsammans med e-CRM och långvariga kundrelationer för att se hur e-CRM påverkar dessa relationer. Rapporten syftar slutligen till att ge praktiska implikationer till Effect Reklambyrå AB som de kan använda sig av i framtiden vid skapandet av långvariga kundrelationer. Metod: Rapporten har haft en induktiv ansats med ett beskrivande syfte. Undersökningen har utförts med kvalitativa metoder. Datainsamlingen utfördes genom personliga intervjuer och intervjuer via telefon till det empiriska resultatet. För att analysera empirisk data har en kvalitativ dataanalys utförts. Resultat: Resultatet visar på att e-CRM har en positiv påverkan på de långvariga relationerna då de kan stärka de komponenter som ligger till grund för dessa. Det personliga mötet har fortfarande en väsentlig del i relationerna och därför fungerar de digitala kanalerna bra som komplement till dessa. Teoretiskt och praktiskt bidrag: Teoretiskt har denna rapport bidragit till att fylla det gap vilket identifierats i teorin. Praktiskt har rapporten bidragit till rekommendationer för B2B-företag i tjänstesektorn. / Research question: What impact does e-CRM have, as a support to the relationship marketing, on long-term customer relationship for B2B in the service sector? Purpose: The purpose of this report is to describe and analyse what impact electronic customer relationship management (e-CRM) have on long-term customer relationships. The report will focus on small and medium enterprises (SMEs) within the service sector with business-to-business (B2B) relations and is made as a case study of Effect Advertising Agency AB. The agency’s relationship marketing is studied together with e-CRM and long-term customer relationships in order to understand what impact e-CRM have on these relationships. The final purpose is to give practical implications to the company that they can use to build long-term customer relationships in the future. Method: To meet the purpose of the paper a qualitative study was undertaken with an inductive approach. Data for the report have been collected through interviews. The empirical data has been analysed through a qualitative data-analysis. Results: The results show that e-CRM has a positive impact on the long-term relationships. This is because they can strengthen the components that form the basis for these relationships. The personal meeting is still an essential element in relationships and the digital channels work as a complement to these. Theoretical and practical contributions: Theoretically, this report helped to fill the gap that was identified in the theory. Practically, the report has contributed to recommendations for B2B companies in the services sector.

研究者曾擔任Channel [V] 選秀節目《模范棒棒堂》第一屆模范棒棒堂男孩，看到六位默默無名的平凡男孩，成為台灣新生代最具代表的男子偶像團體《棒棒堂》，他們充份運用節目對個人及團體形象塑造，在Channel [V]整體頻道資源協助下，與唱片公司、雜誌社、廣告商合作，成功整合行銷資源，塑造出獨具特色的偶像團體。 本研究透過個案研究法，藉由深度訪談，分析將整合行銷傳播應用於選秀節目《模范棒棒堂》中，形塑偶像團體《棒棒堂》，並配合節目樣本抽樣進行內容分析，佐證深度訪談的內容，增加可信度。 本研究根據研究發現，發展出以「目標市場及定位區隔」、「內部及外部溝通策略」、「傳播工具的整合」、「溝通訊息的整合、與其他企業利益關係人合作，並對外溝通訊息的整合」、「創造的綜效」等五個基本構面為主軸的偶像團體《棒棒堂》整合行銷策略模式。 / The famous boys group “Lollipop” raised from the television program Bang Bang Tang of Chanel [V] has become noted in these years. The Integrated Marketing Communication of the program successfully integrated the resources of Channel [V] such as record company, magazine publication, and advertising company to promote the unique brand image of Lollipop. The researcher of this paper was one of the members of the Bang Bang Tang program and participated in the growth of the Lollipop. The action research and case study for the “Lollipop” are provided with in-depth interviewing the direct and staffs of the Bang Bang Tang. To improve the reliability, the quantitative information such as Nielsen rating is provided to evidence the effectiveness of the cases. The findings for the success of Lollipop can be concluded with the synergy of the following strategies: the target market and market segmentation, the inside and outside communicative strategy, the Integration of communicative tools, the Integration of communicative message, the cooperation of other company and the Integration of inside and outside communicative message.

Made available in DSpace on 2016-08-03T12:30:40Z (GMT). No. of bitstreams: 1 Mario Policeno1.pdf: 366374 bytes, checksum: 077022f1cc313f286bbac565a8fd5cb2 (MD5) Previous issue date: 2008-04-07 / The relationship between newspaper-laboratory and marketing of higher education institutions are examined at work. Using the study of multiple cases, are compared printed newspaper-laboratory, recognized in the academic educational value of the exercise provided the students with those circulating as house-organs, bringing positive information of their graduate schools. They are examined based on the concepts of education, journalism and marketing, especially to educational institutions. The goal is to demonstrate that newspapers-laboratory processed in newspapers business, in order to meet the demands of the institutions with the market, which is contrary recommended by the teaching of journalism and marketing itself. You can see that newspaper-laboratory that simulate the reality of the profession, with the purpose teaching, as are most appropriate to the product mix of communication because lead the student, as consumer, the experience of learning situations marked as establishing the experiential marketing to lead customers with loyalty to the organizations.(AU) / A relação entre jornal-laboratório e marketing das instituições de ensino superior é analisada no trabalho. Valendo-se do estudo de casos múltiplos, são comparados impressos laboratoriais, reconhecidos no meio acadêmico pelo valor pedagógico do exercício proporcionado aos alunos, com aqueles que circulam como ¬house-organs¬, trazendo informações positivas das respectivas faculdades. Eles são examinados com base nos conceitos de ensino de jornalismo e de marketing, especialmente para instituições educacionais. O objetivo é demonstrar que jornais-laboratório transformados em jornais de empresa, no intuito de atender a necessidades de comunicação das instituições com o mercado, contrariam o que é preconizado pelo ensino de jornalismo e pelo próprio marketing. É possível perceber que impressos laboratoriais que simulam a realidade da profissão, com o propósito pedagógico, estão mais adequados como produto ao mix de comunicação porque levam o estudante, como consumidor, a vivenciar situações marcantes de aprendizado, conforme estabelece o marketing de experiências para levar clientes à lealdade com as organizações.(AU)

Made available in DSpace on 2016-08-03T12:30:59Z (GMT). No. of bitstreams: 1 Victor Hugo.pdf: 5063009 bytes, checksum: 34870d22f3db55547d4d64c2427d3957 (MD5) Previous issue date: 2009-04-28 / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior / This paper approaches packages thru its communicational functions, under the integrated marketing communication perspective. Specifically, it approaches how the package reproduces the message from the advertisement on the point of sale, detailing by the general goal, the description, analysis and systematization of its uses processes as a marketing campaign support, expanding the Integrated Marketing Communication IMC objectives. The methodology is based on the qualitative method, using the descriptive research procedure, and applying as investigative strategies: bibliographical research, documental research and in-depth interview, allowing the conclusion, that under the integrated marketing communication perspective, the expansion of the communicative function of the package allows the advertisement message to be reproduced on the point-of-sale thru the union of elements from television and package messages.(AU) / O trabalho aborda a embalagem através de sua função de comunicação sob a perspectiva da comunicação integrada de marketing. Especificamente, aborda como a embalagem reproduz a mensagem da propaganda no ponto-de-venda detalhando, pelo objetivo geral de descrição, a análise e sistematização do processo de uso da embalagem como suporte de campanhas publicitárias expandindo o objetivo da comunicação integrada de marketing CIM. A metodologia consiste no método qualitativo com o procedimento de pesquisa descritiva aplicando as estratégias investigativas pesquisa bibliográfica, pesquisa documental e entrevista em profundidade que permitiram concluir que sob a perspectiva da comunicação integrada de marketing, a ampliação da função de comunicação da embalagem permite a reprodução da mensagem da propaganda no ponto de venda pelo estabelecimento da unificação de elementos entre as mensagens veiculadas na propaganda televisiva e embalagem.(AU)