Background: The Uppsala model is the most accepted paradigm regarding the internationalisation process of the firm. This thesis tries to complement the Uppsala model with Porter's theories regarding internationalisation. Purpose: The purpose of this thesis is to study to what extent the Uppsala model is applicable to a small manufacturing firm, and to see if the theory, combined with the Porterian framework, can provide a more solid framework for the description of the internationalisation process of the firm. Method: The master thesis is based on one personal interview with the CEO of the study object, Bukowski design. Results: The internationalisation process of the firm can to some extent be explained using the Uppsala model. It is, however, valuable to complete the picture with, for example, Porter’s theories, that permit a deeper understanding.

Technology based self-service (TBSS) used in supermarket self-scanning checkouts is a relatively new phenomenon in Sweden. Studies on TBSS as a self- checkout device have been formerly carried out but with focus on the customer perspective. The authors therefore saw a challenge in covering the self-scan checkout concept, from a company perspective. The purpose of this research paper is to investigate, through a management perspective, the changes brought about by implementing an innovative TBSS system in Swedish supermarkets, and its effect on the competitiveness of the company. This is done by presenting and linking the theoretical framework and empirical study in the research. The theoretical framework of the paper includes the following topics: role and importance of innovation in a business context and TBSS as innovation as well as product life cycle connected to innovation; competitive advantage theory and complementary concepts, value chain theory, and finally the importance of customer relationship management in the ‘new’ self-service economy. The empirical study consists of two Swedish supermarkets in the city of Linköping, Coop Forum and ICA Maxi. Results of the research paper mainly include the following: Changes brought about by implementing technology-based self-service systems in supermarkets must be discussed in the view of short-term and long- term perspectives separately. Changes involve the value creating activities of supermarkets and include increased quality of services to customers. It has been further found that TBSS can add to the competitiveness of supermarkets. However, positive financial results can only be expected in the long-term which in the case of Swedish supermarkets offering TBSS services is not yet apparent. The empirical findings have shown that Coop Forum and ICA Maxi had to carry out changes and make adjustments to their value activities and customer relationship management in order to operate TBSS checkouts successfully. Competitiveness between them has been also affected due to the TBSS service offering.

Bakgrund: När individer från olika kulturer möts och arbetar tillsammans uppstår det ofta missförstånd och konflikter. Ett sätt att uppnå förståelse för hur nationell kultur påverkar ett företag, är att studera ett team. Ledaren är mycket viktig för teamet och i ett mångkulturellt team kan hans arbete bli komplicerat pga. olika värderingar etc. som finns i olika kulturer. Syfte: Syftet med denna uppsats är att undersöka om ledaren för ett svensk- engelsk team bör anpassa sin ledarstil efter de nationella kulturella skillnaderna i teamet, och i sådana fall hur. Vår avsikt är även att undersöka vilka styrkor och svagheter som är förknippade med ett svensk-engelskt team. Avgränsningar: Vi avgränsar oss till nationell kultur. Tillvägagångssätt: Vi har genomfört en kvalitativ studie, baserad på åtta intervjuer. Resultat: De viktigaste skillnaderna mellan svenskar och engelsmän är: beslutsfattande, kollektivism vs. individualism, och auktoritetsacceptans. Ledarstilen påverkas av ledarens och teammedlemmmarnas kulturella bakgrund. I situationer när teammedlemmarnas motivation kan förbättras, tycker vi att ledaren bör anpassa sin stil efter kulturella skillnader i teamet.

Introduction: During the last years power have been passed from the producer to the consumer. Then, for any given firm, consumers play an increasingly important role. Firms sell not only within limits set by the price of competing products, but within limits set by buyers’ tastes as well. Both products and services have become more sophisticated and each individual customers value perception is important to recognize. In short, to stay competitive firms must put their main focus on the customer’s needs. When it comes to services producer and user must cooperate. Joint value creation process becomes a central part of the relationship between producer and user. The service production process in consulting-related services occurs during a relatively long period of time with various interchanges before the service ultimately is produced. Purpose: The purpose of this thesis is to understand how customers, in a business-to-business situation, perceive the value of a complex service over time. Focus will also be directed towards understanding how the producer can improve the knowledge of how the customers’ preferences change over time. Method: A qualitative case study was conducted, in which the customers of the case firm were interviewed. Conclusions: The major difficulty with the notion of value is that it is evaluated in the eyes of the beholder. That is, what it ultimately comes down to are subjective feelings and opinions of individuals. Nevertheless, this study shows that value perceived becomes more complex with time. That is, experiences from both the relationship and the joint value creation affect how customers perceive value. With time, customers are able to see more benefits, but at the same time more sacrifices. These tend to be relation-oriented.

<p>Bakgrund: När individer från olika kulturer möts och arbetar tillsammans uppstår det ofta missförstånd och konflikter. Ett sätt att uppnå förståelse för hur nationell kultur påverkar ett företag, är att studera ett team. Ledaren är mycket viktig för teamet och i ett mångkulturellt team kan hans arbete bli komplicerat pga. olika värderingar etc. som finns i olika kulturer. </p><p>Syfte: Syftet med denna uppsats är att undersöka om ledaren för ett svensk- engelsk team bör anpassa sin ledarstil efter de nationella kulturella skillnaderna i teamet, och i sådana fall hur. Vår avsikt är även att undersöka vilka styrkor och svagheter som är förknippade med ett svensk-engelskt team. Avgränsningar: Vi avgränsar oss till nationell kultur. </p><p>Tillvägagångssätt: Vi har genomfört en kvalitativ studie, baserad på åtta intervjuer. </p><p>Resultat: De viktigaste skillnaderna mellan svenskar och engelsmän är: beslutsfattande, kollektivism vs. individualism, och auktoritetsacceptans. Ledarstilen påverkas av ledarens och teammedlemmmarnas kulturella bakgrund. I situationer när teammedlemmarnas motivation kan förbättras, tycker vi att ledaren bör anpassa sin stil efter kulturella skillnader i teamet.</p>

<p>Introduction: During the last years power have been passed from the producer to the consumer. Then, for any given firm, consumers play an increasingly important role. Firms sell not only within limits set by the price of competing products, but within limits set by buyers’ tastes as well. Both products and services have become more sophisticated and each individual customers value perception is important to recognize. In short, to stay competitive firms must put their main focus on the customer’s needs. When it comes to services producer and user must cooperate. Joint value creation process becomes a central part of the relationship between producer and user. The service production process in consulting-related services occurs during a relatively long period of time with various interchanges before the service ultimately is produced. </p><p>Purpose: The purpose of this thesis is to understand how customers, in a business-to-business situation, perceive the value of a complex service over time. Focus will also be directed towards understanding how the producer can improve the knowledge of how the customers’ preferences change over time. </p><p>Method: A qualitative case study was conducted, in which the customers of the case firm were interviewed. </p><p>Conclusions: The major difficulty with the notion of value is that it is evaluated in the eyes of the beholder. That is, what it ultimately comes down to are subjective feelings and opinions of individuals. Nevertheless, this study shows that value perceived becomes more complex with time. That is, experiences from both the relationship and the joint value creation affect how customers perceive value. With time, customers are able to see more benefits, but at the same time more sacrifices. These tend to be relation-oriented.</p>