När man utvecklar en applikation för informations- och kommunikationsteknik (ICT) som syftar till att hjälpa funktionsnedsatta individer är det viktigt att ta hänsyn till deras utmaningar och behov. Samtidigt är det också viktigt att förstå svårigheten i att utforma en universell ICT-applikation som ska passa dem alla på grund av deras motstridiga behov och kapacitet. Dessutom har många av dem ekonomiska svårigheter. Därför uppstår frågan om hur man prissätter dessa ICT-applikationer. Denna forskning bygger på en fallstudie av en ICT-applikation som utformats av Salta Friends AB som arbetar med att öka det sociala engagemanget för personer med funktionsnedsättning. Studien är kvalitativ och 15 intervjuer av olika intressenter till applikationen har genomförts. Dessa intervjuer gav insikter som hjälpte till att kartlägga deras olika behov och utmaningar. Utmaningarnas fokus ligger på de allmänna, sociala och tekniska kontexterna som slutanvändaren möter. Baserat på dessa insikter har ett antal faktorer tagits fram som man bör beakta då man inriktar sig på lämpliga kunder och användare till ICT-applikationer. Dessutom diskuteras alternativa inkomstkällorna som kan finnas för dessa applikationer för några identifierade kunder. Slutligen förklaras varför det underlättar att involvera de funktionsnedsatta individerna i ett tidigare skede i produktutvecklingsprocessen vid valet av lämpliga kunder och användare samtidigt som man tar fram rätt prissättningsmodell. Forskningen ger också förslag till den Salta Friends AB nästa steg i detta arbete. / While developing an Information and Communication Technology (ICT) application aimed at assisting persons with disabilities, it is important to take their challenges and needs into consideration. Simultaneously, it is important to understand the difficulty in designing a universal ICT product for them owing to their conflicting needs and capabilities. Additionally, many of them face economic hardships. Therefore, the issue of how to price these ICT applications arises. This research follows a case study of an ICT application devised by a Salta Friends AB to increase the social involvement of people with disabilities. It is a qualitative research conducted with the help of 15 interviews of different stakeholders of the application. These interviews provide insights that will help in mapping their different needs and challenges. The focus of the challenges is on the general, social, and technological context faced by the end-user. Based on these insights, factors have been recommended to be considered while targeting the appropriate customers and users for ICT applications. It also discusses the alternate sources of income that can exist for these applications by identifying a different customer. And finally, the research explains why including the persons with disabilities at an earlier stage in the product development process helps ease the selection of the right customers and users along with devising the right pricing model. The research also provides propositions and suggestions for Salta Friends AB and their next steps.

Användarinvolvering är en central del av produktutvecklingsprocessen då den sätter grunden för hur produkten som utvecklas kommer att mottas av användarna. Utvecklingen av skidor för utförsåkning är en väldigt teknisk process som innefattar många komplicerade steg. Användarna involveras på olika sätt inom olika företag. Syftet med denna studie är att undersöka hur olika företag går tillväga under sin produktutvecklingsprocess när det kommer till graden av användarinvolvering. Studien undersöker även hur användarinvolveringen skiljer sig mellan olika användargrupper samt vilka fördelar användarinvolvering medför. En litteraturstudie gjordes för att bygga en teoretisk referensram som ligger i grunden för arbetet. Därefter intervjuades fyra olika små skidtillverkare. Tre av tillverkarna kommer från Sverige och en av dem kommer från Schweiz. Intervjuerna transkriberades och koder plockades ut för att skapa en grund till empirin. Koderna skapade fem teman som presenterar resultaten från intervjuerna. De fem temana är: produktutvecklingsprocessen, användarinvolvering, fördelar med användarinvolvering, nackdelar med användarinvolvering samt användarinvolvering beroende på användargrupp. Företagen jämfördes mot varandra och mot litteraturen för att skapa slutsatser från studien. Studien kom fram till att användarinvolvering är viktigt för att företagen ska veta vad användarna i slutändan vill ha för produkt. Användarinvolveringen ska påbörjas så tidigt som möjligt i processen för att det skapar mer möjligheter för justeringar än sen involvering gör. Det är också viktigt att företaget bygger på passionerade anställda och att de användare som involveras är duktiga skidåkare för att kunna ge bra återkoppling på skidorna. Användarna kan tillföra mycket när det kommer till åkegenskaper och känsla men när det kommer till det mer tekniska i skidan så som material är användarna sällan tillräckligt pålästa för att kunna tillföra något. / User involvement is a central part of the product development process due to its importance on how the product develops and will be received by the users. The development of free-ride skis is a very technical process that includes many complicated steps. The users are involved in many different ways within different companies.  The purpose with this study is to examine how different companies go about during their product development process, when it comes to the degree of user involvement. The study also investigates how the user involvement differs between various user groups, as well as what advantages user involvement brings.  A literature study was made to build a theoretical frame that underlies the work. Thereafter four minor ski-companies were interviewed. Three of the companies come from Sweden and one of them comes from Switzerland. The interviews were transcripted and codes were taken out to create a foundation to the empirics. The codes created five themes that present the result from the interviews. The five themes were: the product development process, user involvement, advantages with user involvement, disadvantages with user involvement and user involvement regarding user groups.  The companies were compared against each other and against the literature to create conclusions from the study. The study concluded that user involvement is important for companies to know what users ultimately want from the product. User involvement should be started as early as possible in the process, because it creates more opportunities for adjustments than late involvement does. It is also important that the company is based on passionate employees and that the users involved are competent skiers to be able to give good feedback on the skis. The users can add much information about the feeling in the skis and what characteristics they would want in the skis but they rarely have enough information to add anything important to the technical parts such as materials of the ski.

The goal of this work is to analyze the channels and means used for addressing and acquiring existing and future customers of internet commerce hrajhned.cz and information they spreading. With help of primary research, by using the asking technique, determine whether used channels, resources and information are adequate and improve overall communication mix for streamlining sales. This paper aims to clearly define which channels and resources can support the fulfillment of the main long-term objective of this shop - ie extension, trade between the vast majority of customers and gaining at the worst third place in market in the sale of digital distribution of games, and the secondary target for this year - ie the increase in total sales by 40%.

This study searches for the management attributes of excellent companies in Zimbabwe in order to reveal the management practices that have made these companies successful. Seven most successful companies from among those quoted on the Zimbabwean Stock Exchange (ZSE) were selected in terms of their financial criteria and the macroeconomic criteria in their industrial categories. The research for attributes of excellence has been qualitative - consisting mainly of interviews of chief executives, departmental managers, skilled, semi-skilled, and unskilled employees of the companies. The interviewees were also asked to complete two quantitative instruments: a semantic differential and an observation chart. Altogether 408 people were interviewed and given a semantic differential and an observation chart to complete. Of these, 398 responded to the semantic differential while 308 responded to the observation chart. Qualitative data for the study were content analysed and the data obtained through the quantitative instruments were analysed through the use of the Statistical Analysis Systems (SAS) at the Unisa Computer Services Centre. There was agreement in the results obtained through the use of the three different approaches of the research. The management attributes which were elicited by the study are that the Zimbabwean excellent companies : (a) have a participative style of management; (b) always engage in constant communication with all levels oftheir employees; (c) reward good work; (d) train their employees; (e) promote from within; (f) are concerned with the quality of their products and services; (g) care for customers; and (h) are involved in social responsibility. These management attributes can be applied by and could thus benefit any type of organisation, trading or non-trading, and private or public. The application of the attributes may not be limited to the enterprises in Zimbabwe - the host country in which the study was conducted - but it may also be effected in companies in other countries with a similar socioeconomic situation to Zimbabwe's. / Business Leadership / D.B.L.

Customers adoption of Internet banking has become a widely-researched topic, although it is fair to state that some research gaps still exist. This research aims to fill some of the research gaps by examining the factors that determine the relevant behaviour of three different categories of Internet banking customers in China (i.e. current users, non-users, and discontinued users), and by developing two conceptual models that are derived from different, but complementary, theoretical approaches. The Decision Making Model and the Service and Relationship Evaluation Model are developed in this research. The Decision Making Model is grounded in the technology acceptance model (TAM) and it incorporates an additional construct of perceived value of using Internet banking. Additionally, the Service and Relationship Evaluation Model is derived from the service quality evaluation and relationship quality evaluation literature. Unlike in most other Internet banking adoption studies, these two conceptual models are used complementarily to deliver a comprehensive understanding of customers Internet banking adoption in China. The models are tested using a sample of 614 Chinese Internet banking customers collected via mall-intercept personal interviews based on questionnaires. Partial Least Square (PLS) path modelling and mediation analysis are applied to test the hypotheses advanced in the two models. The key findings of this research show that perceived value is a major factor for explaining customers Internet banking adoption, thus indicating to the banks that they should reduce costs associated with using Internet banking while providing more (perceived) benefits to customers; the importance of incorporating perceived value in Internet banking adoption model(s) is also demonstrated. The findings also confirm that perceived usefulness and perceived ease of use are important factors that determine the adoption of Internet banking by all categories of customers. Current users and non-users perceptions of their behavioural control over using Internet banking contribute to their adoption of Internet banking, and such control perceptions are shaped by self-efficacy, perceived government support and technological support. Additionally, it is demonstrated that both current users and discontinued users perceived value and perceived service quality of Internet banking have positive associations with their satisfaction with Internet banking, which lead to their Internet banking adoption. Moreover, the findings reveal that current users are more likely to continue with Internet banking if they are affectively committed to their banks; they are less likely to continue with Internet banking if they are calculatively committed to their banks due to the costs associated with leaving the banks. These therefore indicate the importance of establishing high-quality customer-bank relationships and placing less strict switching cost barriers that impose less pressure on their existing customers. This research contributes to the Internet banking adoption literature by (i) identifying the important category of Internet banking discontinued users, apart from current users and non-users; and (ii) using two complementary conceptual models, which are grounded in different theoretical streams, to investigate the relevant adoption behaviour of all three categories of Internet banking customers. It hence delivers a comprehensive understanding of personal customers adoption of Internet banking in China.

社會企業以企業營運方式解決某種社會問題、提升社會利益，跨越第二部門與第三部門，是一個新興的組織型態。農業、土地、食物安全逐漸成為大家關注的議題，公民意識提高、社區參與性增強，越來越多人關切這些議題的，因社會企業所販賣的不僅是商品，更是其組織的理念與願景，農業社會企業不只需要在地農友的夥伴關係，亦仰賴消費者的購買支持，希望標的對象能以行動落實改變，這樣的意涵及是社會行銷推廣的範疇，因此結合社會企業與社會行銷以上下游新聞市集為個案進行討論。 本研究以「上下游新聞市集」為研究個案，輔以深度訪談法分析，以社會行銷觀點及消費者端的想法，了解農業社會企業發展，其實務的運作及所面臨的問題或挑戰，並進一步討論如何因應上述問題。上下游新聞市集是臺灣第一個食物與農業為主的專業新聞媒體，主要關注議題在於農業、土地及食品安全，成立於2011年，由兩個獨立部門組成，一為「新聞」：發表食物、耕作、農地保存、食農教育、綠色節能生活等專題報導、文章或新聞，強調獨立客觀的報導，不做廣告文及商業文；二為「市集」：建立便利的銷售通路及平台，除了向農友購買農作，也協助開發新產品、拓展市場，讓用心栽作、使用友善耕作的農友，有固定的收入來源，能夠安心種植，以不傷害土地的方式為消費者生產。 經過文獻探討及研究分析，本研究發現農業社會企業若要能有效行銷及推廣，應：一、使消費者認知步調漸趨一致，應先公告專業名詞或技術檢驗程序等，避免產生誤會或讓消費者質疑，亦增加社會大眾的認識；二、社會企業應制度化，制度化是企業成長的必經的過程，包含訂定目標、員工行為規範、激勵制度、決策過程擴大參與等；三、維持品牌及口碑提升信任感，以專業客觀、小心自律、品質把關的精神，讓農友專注生產，消費者願意購買，也讓社會更加關心這議題，堆疊信任感。 / Social enterprise is a new approach which combines social purpose, business operation and entrepreneurial spirits, aims to deliver public benefits and create an inclusive society. By the development of citizenship, civic engagement and environmental conscious, more and more people concern much about agriculture, land and food issue. Social enterprises sell not only products, but also their goals for public goods. Agricultural social enterprises have strong partnerships with farmers, as well as they need support from customers, they have to market their target groups. What mentioned above is corresponding to the principle of social marketing. Therefore, this study tries to figure out the development of agricultural social enterprise about what challenges they comforted and how to react by the viewpoint of social marketing. The study took “News & Market” as the research case, chose in-depth interview as the methodology and feedback the opinions from customers to social enterprise. “News & Market” was established in 2011, focusing on agriculture, land and food issue, and the organization is divided as two parts: one is “news”, another is “market”. “News” reports any kind of articles related to agriculture, land and food; while “market” is a platform selling farmers’ product and assisting them progress their manufactures. “News & Market” is the first and only social enterprise positioning as independent media in Taiwan. The study discover that agricultural social enterprise have to market and promote in following three advices: (1) Make customers know exactly regarding to the special and technical terms, giving the detailed description in advance, from preventing the misunderstanding. (2) Due to the social enterprise is expanding and proceeding, it should be arranged properly and make it systematized to keep up with the change. (3) Let not only customers but also the society more get involved in agriculture, land and food issue. Build the brand trust, share the thoughts and raise the awareness by keeping high-standard quality and making efforts pursuing the original goal.

本論述為找出國際化與績效的互動關係。首先，討論銀行國際化誘因，接著建立一國際化指標衡量台灣銀行業國際化程度，再檢驗兩者的關係。 採取1998年到2007年底台灣銀行業各年銀行資料，共計樣本數達486筆。由於資料為縱橫資料，故一般迴歸方式，加入固定效果與隨機效果以檢視不同的銀行特點是否有影響結果。另外檢驗國際化與績效和其他國際化誘因之間是否有互動的因果關係。 將國際化指標定義為海外資產比、海外營收比及海外費用比三者的一般加權指標。國際化誘因則採取：規模、績效、依循客戶、營收市占率、國內外利差、模仿跟風、市場開放與否等八項。結果發現，規模、依循客戶、國外利差等因素都顯著正向影響國際化程度，其中規模及依循客戶又與國際化程度有顯著的因果關係，故可推論國內銀行業國際化的誘因確實有擴大規模及依循客戶的考量。 以實證結果看來，國際化與績效確實會互相影響。另外，考量個別銀行的特性後，台灣銀行業符合固定效果模型。結果顯示，影響銀行績效的因素在不同銀行間沒有很大的差異，然而各銀行所屬的固定特性不同，確實會深刻影響銀行國際化程度的差異，亦即個別銀行的固定特性是影響國際化的重要因素。可見，銀行利用國際化策略而提升銀行績效的做法是有其前提所在，也就是本身條件要好。 銀行國際化、績效、規模等因素就像是一個迴圈，彼此影響。也可以說銀行要提升績效的方式有很多，國際化、併購、擴大市場都是策略之一，只是目前在國內銀行業市場有限的關係，造成國際化策略的自然形成，銀行國際化是一種過程、是一種手段，並不一定與績效有因果關係，只是現在剛好走到這裡。 / This paper examines the relationships between bank performance and DOI(degree of internationalization). We start with explore the incentives for banks to internationalize themselves. Then we structure an index to measure the degree of internationalization and finally examine the relationships between various variables and performance. This study uses unbalanced panel data of the Taiwan bank industry from 1998 to 2007. Besides the often-used regression method, this paper also tests both fixed effect and random effect models with panel data, and examines Granger causality between bank internationalization, performance and incentives of internationalization. We find that variables such as scale, customers-following and foreign interest rate spread positively affect bank internationalization; moreover scale and customers-following factor Granger cause bank internationalization. So we can conclude that utilizing-economies-of-scale and following-customers are two incentives justifying the internationalization strategy of Taiwan’s banks.

機場在航空運輸產業供應鏈扮演著舉足輕重的角色，國際機場作為國家之門戶，其傳遞予外部顧客之軟硬體設施服務水準，正是國家競爭力之展現；時至今日，網際網路已成為民眾傳遞、分享及獲取多元資訊主要媒介，國際機場網站更是國際機場管理當局經營顧客關係的伸展台，因此，國際機場網站所傳遞的不僅是機場的形象，更是國家的面貌，如何讓外籍顧客在與國際機場網站初次邂逅的同時，即滿足其資訊需求，進而產生造訪該國的動機，即成為國際機場網站管理者進行服務設計時之重要課題。 本研究針對臺灣桃園國際機場等六座機場之英文版網站進行內容分析及網站優使性測試，發現多數評估對象之網站內容或功能並無顯著之差異，然而，經研究者彙整優使性測試評分、受測人員之優使性測試意見及關鍵參與者之訪談內容，本文建議臺灣桃園國際機場英文版網站應優先改善航班資訊之編排方式及檢索方式，及提升購物、飲食店家資訊之完整性；其次，色彩、字型、字體大小等視覺傳達介面優使性評估指標亦應納入改善項目，並落實各語言版本之一致性及內控機制之建立，以優化使用者對臺灣桃園國際機場英文版網站之使用體驗，進而提升使用者對臺灣桃園國際機場之信賴。此外，本研究期待公部門於推動電子化政府發展過程中，在追求行政效能及便民服務品質的同時，亦能提升對網站優使性的意識，進而協助政府評估網站使用效能，創造良好的網站使用體驗。 / Airports play a decisive role in the supply chain of aviation industry. As a gateway of one country, an international airport manifests a nation’s competitiveness through the service standard of its software and hardware facilities delivering to its external customers. Today, Internet has become a main media for people to pass on, to share and to acquire various pieces of information, which makes the official website of an international airport an important extending platform for the authority to conduct customer relationship management. Therefore, what an international airport website represents is not just the image of a certain airport, but also the facade of one country. Under this circumstance, how to meet the needs of external customers during their first reach of an airport website so as to increase their visit motivations has become a primary issue while webmasters designing webpages. In this study, the researcher chose English version websites of six international airports, including Taiwan Taoyuan International Airport, to conduct content analysis and website usability. The result shows that there are no significant differences among tested websites; however, after collecting usability test scores, participants’ opinions, and reviewing key actors interview, this thesis concludes and would suggest Taiwan Taoyuan International Airport to firstly improve the layout arrangement of flight information, retrieval method, and elevate the completeness of shop and dining information. Secondly, visual communicate interface, such as color, fonts, font size and so on, and content consistency among different language versions should be enhanced and an internal control mechanism, which aims at maintaining that consistency, should be built to utilize the user experience so as to advance the credibility of Taiwan Taoyuan International Airport. On top of that, this study expects to raise the awareness of website usability among all government sectors, who are developing and promoting e-government policy, to also include website usability into the core concept of webpage design while pursuing administrative efficiency and quality of citizen services and, furthermore, to assist Government to conduct website evaluation in order to create a smooth and customized user experience.

The aim of this study is to investigate the effectiveness of the internal communication, as a dimension of internal marketing, in a global multicultural company. The study was based on a conceptual model that is a miscellany of theoretical concepts of how to create effective internal marketing communication for global organizations. Through the investigation of the company referred to as Alpha, a quantitative study across six countries was conducted to further the knowledge on how to address the needs of internal customers and adjust the internal marketing strategy thereafter. A questionnaire was sent to a random sample, with a response rate of 215 employees that together reflected the total population of 2831. Through the usage of ANOVAs, the findings displayed significant differences of how the employees in all countries perceived the internal communication at Alpha. The study also compared differences within two countries where there was enough data to investigate differences between categories of employees, these results were not significant. In general, it can be said that the results were grouped by the differences of the three European countries against the three non-European countries. Another prominent finding was that China was separated from the other countries, this was also the instance collectively shown for Sweden and Finland as they were often grouped together. The implications are that possible differences in business culture may have affected these results, which further studies need to investigate. The results jointly report that the internal customers are not satisfied with the internal communication. The conclusion is that the needs of the employees at Alpha should be addressed much further, as a part of the company internal marketing communication strategy.

The current health trend in Sweden has created a gym industry where the competition hardens for each day. Dominant actors fight for customers and the customers are many. The basic need of being psychically active is with each individual and therefore everyone, in theory becomes potential customers for the gyms. The gyms targets the widest of target groups and invite with slogans like workout for everyone. However, there are problem with maintaining customers who refrain from training or completely leaving the membership. The purpose of this study is to investigate how gyms present segmentation strategy creates disloyal customers who abandon the gym despite their individual needs and how gym can through segmentation measures create more profitable relationships with more loyal customers.The method used for this was based on interviews with two groups, the non-loyal customers and the gyms as well as an content analysis of the gyms own communication. The result from the study shows a number of gaps when it comes to the communicated target groups versus which resources are put on the operational work from gym. The study's conclusion is that the current segmentation strategy does not justify the stated target group, but instead shows obvious deficiencies which lead to non loyal customers to an excessive extent. Instead a number of measures with a focus on inclusion and focus are presented