Formuluojant pozityvų požiūrį į lojalumo naudą organizacijai versle svarbu suformuoti lojalių klientų kontingentą. UAB „Palink“ CENTO parduotuvių tinklas Lietuvoje dar nėra labai populiarus, todėl vartotojų lojalumo suformavimas šiam tinklui yra esminis ateities uždavinys. Pasiekus aukštą lojalių klientų lygį išauktų CENTO tinklo parduotuvių žinomumas, o tai sąlygotų spartų apyvartos ir įmonės vertės augimą. Baigiamojo darbo tikslas pateikti UAB „Palink“ CENTO parduotuvės vartotojų pasitenkinimo ir lojalumo didinimo priemones. Teorinėje darbo dalyje plačiai aptariama mokslinės literatūros lojalumo koncepcijos samprata, ypatumai, vartotojų lojalumo nauda organizaciajai ir lojalumo formavimo argumentai skatinantys pardavimų augimą. Analitinėje darbo dalyje supažindinama su organizacijos UAB „Palink“ CENTO parduotuvių tinklo veikla bei pateikiamos esamos tinklo pirkėjų lojalumo programos, pateikiami atlikto tyrimo rezultatai apie CENTO parduotuvės pirkėjų apsipirkimo įpročius ir lojalumo egzistenciją. Projektinėje darbo dalyje pristatatomi esminiai pasiūlymai UAB „Palink“ CENTO parduotuvių pirkėjų pasitenkinimo didinimui ir priemonės, kurios skatintų parduotuvės pirkėjų lojalumo formavimasi. Efektyvesnį ir ilgalaikį UAB „Palink“ CENTO parduotuvės pirkėjų lojalumo suformavimą paskatintų platesnis ir kokybiškesnis siūlomų prekių asortimentas, daugiau akcijų, žemesnių kainų. Išleista nuolaidų kortelė turėtų būti skirta visiems pirkėjams ir funkcionalesnė. Taip pat puikus sprendimas... [toliau žr. visą tekstą] / It is important to create the contingent of loyal customers and to form positive attitude to the loyalty benefit when operating business. UAB „Palink“ CENTO supermarket is not still very popular in Lithuania, so the main future objective of this supermarket is to establish loyalty towards its customers. The high level of loyal customer’s will enable to increase the notoriety of CENTO supermarket. It will allow generating the fast growing of turnover and give long-term benefit. The main goal of the thesis is to submit measures of customer satisfaction and loyalty increase of UAB „Palink“ CENTO supermarket. In the theoretical part on the basis of scientific literature issues the essence of loyalty conception and it‘s features, customer loyalty benefit for an organization and loyalty arguments stimulating the growth of sales are widely discussed. The analytical part provides the information about the activity and current customer loyalty programs, offered by UAB „Palink“ CENTO supermarket and research results presenting customer shopping habits and the existence of loyalty in CENTO supermarket. In the project part tools promoting the formation of customer’s loyalty and essential offers are presented for CENTO supermarket in order to improve customer satisfaction. UAB „Palink“ CENTO supermarket should offer wider and better quality product assortment, make changes in pricing strategy by setting discounted and low prices in order to form more efficient and long-term customer... [to full text]

Risk is an increasingly important factor of our modern society, but that does not mean that risks have become higher today versus any other epoch of human history. Especially in the developed world, risks have been progressively lowered over time. In opposition to the declining risk in everyday life of our modern society, there seems to be an apparent increasing prevalence of risk-taking in our leisure pursuits. More people are willing to take unenforced risks and the fast growing development of adventure tourism is a good example of this. The main purpose of this thesis is to create an understanding how service providers of dangerous activities manage the balance risk and safety in interaction with their customer. Our research objective is to obtain an understanding of risk management practice in a context with the potential physical risks inherent in adventure tourism. The organizational structure for a service provider in extreme environments can be similar to a temporary organizational structure and can therefore be seen from a project management perspective. This research is conducted through a qualitative case-study, which was carried out in the context of a mountaineering expedition in the attempt to summit Mount Everest. Our empirical data are gathered from a database created by the research project Extreme Environments – Everyday Decisions (Triple ED). This database contains numerous transcribed interviews, tracking records, and field notes that was used in order to interpret and analyze the expedition and encounters happening during the process of this mountaineering expedition. Our empirical findings suggest that management of a balance between risk and safety is highly dependent on honest communication. Educated personnel that have the experience and knowledge necessary to manage an expedition or group in a similar setting are another key feature. Furthermore, managing a balance between physical risk and safety is an on-going process in the context of adventure tourism with a large amount interaction between the service provider’s representatives and their customers. For these reasons, the building of a well-functioning relationship between the incorporated strong stakeholders is of importance when balancing risk and safety in a dangerous activity with inherent risks for physical harm.

The purpose of this study was to investigate the total quality management of the academic administration services’ post–graduate department within the Potchefstroom Campus of the North–West University, in terms of the following: – The implementation of TQM at the University – The organisational profiles of the University – How the organisation’s goals and missions are structured around the needs of its customers – Total Quality Management is a concept generally used throughout organisations providing tertiary education in South Africa. There are, however, some universities that do not use TQM. This study investigates the use of TQM within a tertiary education institution at the post–graduate administration department. The results of the problems experienced through the implementation of TQM are reported in this study. / Thesis (M.B.A.)--North-West University, Potchefstroom Campus, 2012.

The purpose of this study was to investigate the total quality management of the academic administration services’ post–graduate department within the Potchefstroom Campus of the North–West University, in terms of the following: – The implementation of TQM at the University – The organisational profiles of the University – How the organisation’s goals and missions are structured around the needs of its customers – Total Quality Management is a concept generally used throughout organisations providing tertiary education in South Africa. There are, however, some universities that do not use TQM. This study investigates the use of TQM within a tertiary education institution at the post–graduate administration department. The results of the problems experienced through the implementation of TQM are reported in this study. / Thesis (M.B.A.)--North-West University, Potchefstroom Campus, 2012.

This study was conducted to examine whether large publicly listed companies in Sweden have any demands regarding their customers’ codes of conduct as well as how business-to- business collaborations are affected by the presence of codes of conduct at the customer in this relationship. The business-to-business relationships were investigated in their three essential relationship-stages (pre-relationship stage, established/mature-relationship stage and ending-relationship stage) that are introduced in previous business-to-business research. Theories about contract theory and external accounting helped illustrate the complications surrounding codes of conduct in regard to customers. It was found that codes of conduct are important for companies’ business to-business relationships. However, the code of conduct is still not included in the contractual agreement with customers in most cases. The study was conducted through a survey and a content analysis in cooperation with KPMG and the Swedish law firm Delphi.

Vanligtvis har de flesta vuxna svenskar någon typ av relation till en bank. De svenska storbankerna erbjuder alla likartade tjänster och produkter. Ett av bankernas stora konkurrensmedel är räntorna, dock är det inte stora skillnader mellan räntenivåerna. Detta leder till en svårighet för bankerna att differentiera sig. En större förståelse av kunder och hur banklokalerna påverkar dem, kan vara en väg för bankerna att differentiera sig. / Almost every adult in Sweden have some kind of relationship to a bank. The Swedish banks provide similar goods and services with an interest rate that usually doesn’t differ from the competitors. Therefore it is difficult for banks to differentiate themselves under these circumstances.

Purpose – The purpose of this study is to advance the understanding of how choices regarding the combination of type of customer and knowledge acquisition technique influences the characteristics of the knowledge that can be acquired, in the early phase of the innovation process. Method – Data was collected through a single case study, varying the type of customer (lead users and non-lead users) and knowledge acquisition technique (survey, interviews and focus groups) in order to create six different combinations. The data was coded using content analysis, after which the codes were quantified by expert scoring on three different characteristics of knowledge (novelty, relevance and feasibility). Calculations were made, highlighting differences between the combinations, verified by t-Tests. Findings – The findings show that data collected through interviews and focus groups among lead users score significantly higher on all characteristics of knowledge than all non-lead user interactions. Comparing surveys, knowledge from lead users only score significantly higher on relevance and feasibility. Within the two customer types for all knowledge characteristics, varying only the type of customer, interviews and focus groups score significantly higher than surveys. Theoretical implications – This study contributes to the literature by deepening the understanding within the fields of knowledge acquisition and customer involvement. Our findings challenge the unilateral view of customer involvement versus no customer involvement (Christensen and Bower, 1996; Ulwick 2002; Gemser and Perks, 2015) by providing a more nuanced picture, taking the process itself into consideration. Practical implications – This study highlight important factors for effective knowledge acquisition from customers, stating that companies should (1) categorize the customers, and (2) conduct focus groups and interviews with customers categorized as lead users, independent whether incremental or radical innovation is desired.

Submitted by FERNANDA FURIO CRIVELLARO (ffc_fernanda@hotmail.com) on 2018-06-07T19:35:54Z No. of bitstreams: 1 GESTÃO DA INFORMAÇÃO EM FERRAMENTAS DE CRM PARA CAPTAÇÃO E RETENÇÃO DE CLIENTES.pdf: 1637008 bytes, checksum: 6983bdee0a883f64cf6d14edb75995a1 (MD5) / Approved for entry into archive by Satie Tagara (satie@marilia.unesp.br) on 2018-06-08T17:12:16Z (GMT) No. of bitstreams: 1 crivellaro_ff_me_mar.pdf: 1637008 bytes, checksum: 6983bdee0a883f64cf6d14edb75995a1 (MD5) / Made available in DSpace on 2018-06-08T17:12:16Z (GMT). No. of bitstreams: 1 crivellaro_ff_me_mar.pdf: 1637008 bytes, checksum: 6983bdee0a883f64cf6d14edb75995a1 (MD5) Previous issue date: 2018-05-17 / Não recebi financiamento / Este trabalho tem como objetivo, verificar a contribuição do CRM para o processo decisório organizacional, no que tange ao desenvolvimento de estratégias de ação para a captação e retenção de clientes em uma empresa do ramo óptico. Essa é uma pesquisa de abordagem quali-quantitativa de caráter exploratório e descritivo. Tem como método de pesquisa o estudo de caso. Com o estudo foi possível perceber a importância do uso de uma ferramenta que gerencie o relacionamento entre a empresa e o cliente e, a importância de administrar as informações que são coletadas pela mesma. O CRM é considerado por muitas empresas, o principal meio de junção da gestão de informações sobre clientes; este será composto por informações que auxiliarão os gestores nas tomadas de decisões. Com esta pesquisa, foi possível perceber que a empresa não utiliza de nenhuma ferramenta para gestão da informação do cliente, tampouco, utiliza das informações dos clientes para tomar decisões, o que acarreta decisões tardias ou falhas com relação a reposição de mercadoria, soluções de problemas e alcance na divulgação da empresa. O CRM traria a empresa maior organização da informação interna e externa de forma a dar respostas mais rápidas ao cliente, controlando sua satisfação e necessidade. A ferramenta CRM pode ser implementada no sistema utilizado pela empresa, se o desenvolvedor se dispuser a criar as abas necessárias, possibilitando que a empresa não precise implantar novamente os dados em um novo sistema. / This work aims to verify the contribution of the CRM to the organizational decision-making process, in what concerns the development of strategies of action for the capture and retention of clients in an optical company. This is a qualitative-quantitative research of exploratory and descriptive character. It has as a research method the case study. With the study it was possible to perceive the importance of using a tool that manages the relationship between the company and the client and the importance of managing the information that is collected by it. CRM is considered by many companies as the main means of joining customer information management; this will be composed of information that will assist managers in decision making. With this research, it was possible to perceive that the company does not use any tool to manage the information of the customer, nor does it use the information of the clients to make decisions, which entails late decisions or failures in relation to the reposition of merchandise, solutions of problems and scope in the disclosure of the company. The CRM would bring the company greater organization of internal and external information in order to give faster responses to the client, controlling their satisfaction and need. The CRM tool can be implemented in the system used by the company, if the developer is willing to create the necessary tabs, allowing the company does not need to deploy the data in a new system.

Background: Internet, as everybody knows, has a lot of advantages and possibilities. One of these possibilities for companies is changing their business to electronic commerce (e-commerce). Almost all companies might need this type of business to sustain in future and compete with others. Most of the traditional businesses decide to change their business to e-commerce to have more profits in the future. However, this kind of commercial (e-commerce) may have its own risks and difficulties. Therefore, financial drivers can help companies to start or change previous business to e-commerce better and more easily. Purpose: The aim of this study is to demonstrate the importance of financial drivers for business to business (B2B) companies when they are starting an e-commerce. Since financial drivers might motivate the companies to start with e-commerce. Design/Methodology/Approach: A qualitative method and two case studies in the plastic industry are used. There are six interviews with a company named Alpha and two with a company named Beta. The researcher chooses the semi-structured interview for this study. The data are collected from mentioned interviews and secondary data. Findings: The finding of this study is divided into two parts. A) The necessity of companies to start an e-commerce, B) The importance of the financial drivers for B2B companies. This study shows that the financial driver has a significant effect to start an e-commerce. The advantages of selling products through e-commerce are as follows: increasing sales and revenues, decreasing transaction costs, improving liquidity problems, introducing the company brand and reaching products in 24/7. Practical implications: The result of this study has several implications for B2B companies such as management motivation to start an e-commerce. This study introduces financial drivers as an important key to motivate management to start with e-commerce.

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