Cette thèse a pour objectif de déterminer les facteurs explicatifs de la fidélité à l’enseigne - marque de service dans le contexte du pays émergent en intégrant le management de service et le marketing relationnel. Elle se compose de deux parties. La première partie permet de clarifier le concept de la fidélité à l’enseigne-marque de service selon une approche historique, conceptuelle et pluridisciplinaire. Elle vise à mieux comprendre la nature économique, culturelle, socio-démographique des pays émergents. Après une étude qualitative exploratoire, elle propose un modèle conceptuel de la fidélité du consommateur en combinant l’ensemble des concepts de l’expérience de service (qualité de service, image corporate) et de la relation client-marque (confiance, attachement). La deuxième partie est consacrée au test des hypothèses et à l’analyse des résultats suite à une enquête quantitative réalisée auprès des consommateurs bancaires vietnamiens. Les données sont traitées par les méthodes des équations structurelles, d’analyse des effets médiateurs simples et multiples, et la méthode d’orthogonalisation. Les résultats précisent la nécessité de concilier l’approche servicielle et relationnelle dans les études de la fidélité. Plus précisément : Valider l’impact direct et positif de toutes les variables centrales sur la fidélité du consommateur en soulignant le rôle pivot de la qualité perçue de service ; Valider l’impact indirect et positif de la qualité perçue, de l’image sur la fidélité à travers la confiance et l’attachement; Détecter et valider l’effet modérateur des variables contextuelles de la conformité sociale et de la familiarité du consommateur des pays émergents. / The objective of this thesis is to determine the factors explaining the service encounter/brand loyalty in the context of an emerging country by integrating service management and relationship marketing. It consists of two parts.The first part deals with the conceptual framework of this research. It clarifies the concept of service encounter/brand loyalty from a historical, conceptual and multidisciplinary approach. Second, it aims to better understand the demographic, economic and cultural nature of emerging countries. Finally, this section proposes, after an exploratory qualitative study, a conceptual model of customer loyalty by combining all of the concepts of the service experience (perceived service quality, corporate image) and customer - brand relationship (trust, attachment).The second part presents the empirical framework. It is dedicated to assumptions testing and results analyzing based on a quantitative survey of Vietnamese banking consumers. The data are processed by the methods of structural equation analysis, single and multiple mediating effects, and orthogonalization method. The results indicate the need to balance the service-based and relational approach in studies of loyalty. More specifically: i. Validate the direct and positive impact of all central variables on the customer loyalty by highlighting the pivotal role of the perceived quality of service; ii. Validate indirect and positive impact of perceived quality and corporate image on loyalty through trust and attachment; and iii. Detect and validate moderating effect of contextual variables of social compliance and familiarity of the consumer in emerging markets.

The Swedish alternative food networks landscape is underdeveloped compared to that of the US or the countries of Western Europe, however its development has sped up in recent years. The relationship between the farmer and the food hub is the first one to be built when an Alternative Food Network is being set up and therefore represents a valid starting point in the hitherto scarcely studied field of alternative food distribution in Sweden. The paper used a relationship-marketing framework with the addition of elements from Civic Food Networks conceptualization of Alternative Food Networks in order to explain the creation and maintenance, as a well as the quality and depth of supplier-distributor relationships in two cases of Swedish food hubs. Given the immaturity of the Swedish market, this paper tried to explore the possible variations existing in the landscape. In the case of student-led food cooperative Ultimat and its two studied suppliers, values and larger local food systems goals played the primary role in creating and maintaining the relationship, in spite of the poor economic performance of such a relationship in the eyes of the suppliers. The linkages forged between the two entities are strong due to shared values and common goals. In the case of Bygdens Saluhall, the values play a certain role, but the economic element remains crucial for the farmers. At the same time, the connection is closer and ownership of the project by the farmers more significant. Additionally, points of interest arose for future research, notably the diverging stance of Ultimat’s suppliers vs. Bygdens Saluhall’s suppliers in the question of pro-business food hubs and organization of alternative food networks in general.

Nas últimas décadas, a maturidade de alguns mercados, a globalização e o crescente poder de barganha dos clientes aumentam ainda mais a necessidade das empresas em manterem e desenvolverem de forma eficaz seus clientes mais importantes. Neste contexto, ganham relevância os programas de Key Account Management (KAM), iniciativas corporativas que tratam de forma especial os clientes mais importantes do fornecedor. Para obter o desempenho financeiro superior, o programa de KAM precisa criar valor para o cliente para posterior apropriação de valor pelo fornecedor. Contudo, a maioria dos estudos enfatiza a apropriação de valor pelo fornecedor, porém poucas pesquisas investigam a criação de valor para o cliente em programas de KAM. Além disso, a maioria das pesquisas em marketing de relacionamento ainda foca muito nos impactos positivos do relacionamento. Dessa forma, é importante analisar empiricamente como é a implementação da criação de valor para o cliente em programas de KAM, identificando as principais dimensões e os fatores críticos. O objetivo do presente estudo é analisar o processo de criação de valor para o cliente em programas de Key Account Management (KAM) e propor um modelo de criação de valor para o cliente segundo a perspectiva da empresa fornecedora. As análises e o modelo são elaborados a partir de um processo de investigação abdutiva, ou seja, a combinação entre a fundamentação teórica sobre o conceito de valor e programas de KAM e a análise de conteúdo de 22 entrevistas em profundidade com especialistas em programas de KAM, profissionais de marketing/vendas que trabalham por pelo menos cinco anos com programas de KAM em grandes empresas no Brasil. O modelo proposto explica de forma integrada e sistemática como é a criação de valor para o cliente em programas de KAM segundo cinco dimensões (Desenvolvimento de relacionamentos; Entendimento dos direcionadores de valor; Desenvolvimento da proposta de valor; Comunicação da proposta de valor; e mensuração de valor), quatro moderadores (Orientação relacional do cliente; Formalização do programa de KAM para o cliente; Abordagem do fornecedor: \"orientada ao cliente\" vs. \"orientar o cliente\"; e Fit estratégico entre o fornecedor e o cliente) e três riscos (Não entrega do valor básico para o cliente; Rotatividade do Key Account Manager; e Sentimento de injustiça do cliente). Contribui-se com a teoria sobre o tema, ao incluir uma dimensão específica no modelo para desenvolvimento de relacionamentos do nível da díade (organização-organização) e indivíduo (funcionário-funcionário), e ao abordar não somente aspectos positivos do relacionamento, mas também os aspectos negativos (ou riscos da criação de valor para o cliente). Contribui-se também para a prática, ao prover uma visão mais ampla, sistemática e integradora dos diversos elementos da criação de valor para o cliente aos executivos das empresas que possuem programas de KAM, e ao recomendar práticas organizacionais que servem como guias para a tomada de decisão dos gestores de programas de KAM. Ademais, como a parte empírica do estudo é baseada no contexto brasileiro, amplia-se o conhecimento sobre KAM no Brasil. Por fim, apresentam-se as limitações do estudo com a agenda de pesquisas futuras / In recent decades, with the maturity of some markets, globalization and increasing power of the customers is becoming more important for the companies to maintain and develop effectively their most important customers. In this context, increases the relevance of Key Account Management (KAM) programs, a corporate initiative that performs special treatment to the most important supplier\'s customers. To obtain the superior financial performance, the KAM program improves the customer value creation for the value appropriation by the supplier. However, the majority of studies emphasize the value appropriation by the supplier, but few researches investigate the customer valuer creation on KAM programs. In addition, most of relationship marketing research still focuses much on the positive impacts of the relationship. Thus, it is important to empirically analyze how the implementation of customer value creation on KAM programs, identifying the main dimensions and the critical factors. The aim of this study is to analyze the customer value creation process on Key Account Management programs (KAM) and to propose a model of customer value creation from the supplier perspective. The analysis and the model are made through an abductive research process that combines the theoretical framework of the value concept and KAM programs, and content analysis of 22 in-depth interviews with experts on KAM programs, marketing or sales professionals who work for at least five years with KAM programs in large companies in Brazil. The proposed model explains in an integrated and systematic way the customer value creation on KAM programs according to five dimensions (Relationships development; Value drivers understanding; Value proposition development; Value proposition communication; and Value measurement), four moderators (Customer relational orientation; Formalization of the KAM program for the customer; Supplier approach: \"customer driven\" vs. \"customer driving\"; and strategic fit between the supplier and the customer) and three risks ( Not delivering the basic customer value; the Key Account Manager turnover; and Perceived injustice by the customer). The study contributes to the KAM theory through the inclusion of a specific dimension for the development of dyad relationships (organization-organization) and individual relationships (employee-employee) in the model, and through not only addressing the positive aspects of the relationship, but also the negatives (or customer value creation risks). It contributes also to the practice by providing a broader, systematic and integrating view of the several elements of customer value creation to executives of companies that have KAM programs, and recommending organizational practices that can be drivers for the decision making of KAM programs managers. Moreover, as the empirical part of the study is based in the Brazilian context, it broadens the knowledge of KAM in Brazil. Finally, we present study limitations with the future research agenda

This project presents the marketing strategy that should be developed in order to be successful in the Latin American market. Therefore, it is necessary to analyze the market's opportunities and threats linked to the customers/consumers expectations by using the SWOT (strengths, weaknesses, opportunities and threats) analysis.

The purpose of this project is to gain a better understandng of the sales opportunities available to credit unions through business-to-business relationship selling. This cluster-based approach will focus on techniques and tactics to increase sales. The project differentiates the market by companies in Riverside and San Bernardino Counties, referred to as the Inland Empire. The project will reveal the benefits of instituting a territory based sales program similar to Arrowhead Credit Union's that encourages sales professionals to learn about their region's nuances. More importantly, it addresses the advantages of relationship selling over numbers based selling.

The aim of this study is to discuss Swedish professional football clubs approach towards consumer attraction as a marketing term, by analysing the unique factors of sport consumer behaviour. The theoretical framework discusses the difference between traditional consumer and the sport costumer, as well as the marketing mix and relationship marketing for the sport organisations purpose. Based on the theoretical considerations, four semi-structural interviews were conducted with marketers and communicators from different Swedish professional football clubs. The thematic analysis of the empirical material was based on eight factors characterize the sport consumer attraction, two of which are considered as a study’s novelty into the theoretical contribution as they have not been previously addressed in research field. / Följande studie avser att undersöka svenska elitfotbollsklubbars tillvägagångsätt inom konsumentattraktion. Utifrån detta skapas en förståelse för idrottskonsumenten och dess unika faktorer. Syftet med studien är att skapa en diskussion samt öka kunskapen för hur svenska elitfotbollsklubbar arbetar med sin konsumentattraktion. Idrottskonsumenten är en vital del för organisationernas ekonomi därav uppkomsten av studien. Då studien fokuserar på konsumentattraktion inriktar arbetet sig på marknadsföring. I teoriavsnittet framgår skillnader mellan idrottkonsumenten och konsumenten inom detaljhandel. Vidare tas marknadsföringsmixen och relationsmarknadsföring kopplat till idrott upp. Genom teorin har en intervjuguide strukturerats som har används vid insamlingen av data. Totalt intervjuades fyra respondenter där alla besitter en roll inom marknadsföring för en svensk elitfotbollsklubb. Med hjälp av en analys av det empiriska materialet skapas en förståelse för hur svenska elitfotbollsklubbar förhåller sig till konsumentattraktion och idrottskonsumentens unika faktorer. Vid analysen uppstår det åtta faktorer som behandlar organisationernas konsumentattraktion, sex av dessa stämmer överens med den teori vi presenterar i studien och två kan ses som studiens teoretiska bidrag då det är faktorer som inte har behandlats tidigare. Det vi slutligen anser som huvudsakliga delar i svenska elitfotbollsklubbars konsumentattraktion är att de förhåller sig till idrottskonsumentens unika faktorer. Relationsmarknadsföring är även det som kan anses vara av högsta betydelse.

Purpose: The purpose of this research is to explore how consumers of slow fashion experience value of apparel in relation to price, quality, appearance and style, awareness, and trust.Research questions: How do the extrinsic cues in relation to slow fashion influence the value journey of slow fashion consumers? What is the experienced value journey of slow fashion consumers from pre-purchase to post-purchase of apparel?Methodology: data was collected through semi-structured interviewing with eight participantsFindings: The research identified that slow fashion consumers undergo a value journey based on five components: their knowledge, altruistic concerns, personal investment, expectations, and their emotional connection. Their knowledge is formed by how much the slow fashion consumers know about the production process of the apparel, the material quality of the apparel, and themselves in terms of their personal preferences. Their altruistic concerns involve influences how they consume and use clothes based on their ethics. Their personal investment is determined by how much time, effort, and resources they are willing to spend on pieces of apparel. The slow fashion consumer then set an expectation on how well the piece of apparel satisfies these three components through its usage in a post-purchase context. If the piece of apparel exceeds their expectations, they form an emotional connection. This emotional connection again determines their next line of consumption of apparel in a pre-purchase context. These five components determine therefore the process of slow fashion consumers’ perceived value pre-purchase to the perceived value-in-use post-purchase.

It has for many businesses, especially on competitive markets, become fundamental to offer augmented services around the core product, with the aim of building lasting and mutually beneficial relationships with the customers. The author of this thesis has investigated such services offered on the Mexican truck aftermarket. The art of creating successful customer relations requires theoretical insight. Research applicable on aftermarket services has therefore been studied, and the reader will go into theories of service management, relationship marketing, customer satisfaction, and customer loyalty, to better understand the contexts in which aftermarket activities can be placed. The empirical research has been carried out at Volvo Trucks in Mexico through interviews with employees and dealers of its aftermarket organization, but also through interviewing and surveying its truck customers. The main objective of the project was to identify gaps between the aftermarket services offered and the actual needs of the customers, and to address them. Another objective was to find appropriate ways of monitoring customer satisfaction- and loyalty in the future. The lack of spare parts at the dealers was found to be the most urgent problem for the moment. In addition, spare parts availability was evaluated to be the most important area among the surveyed customers. Financial problems of the dealers were found to provoke the lack of spare parts in many cases. In turn, evidence of poor management was identified as possible causing factors to the financial problems. The main general flaw in this sense would be a questionable dealer business focus. The research identified the following issues as possible areas of improvement, based on the theoretical approach chosen: A financial renovation of the Volvo Trucks dealer net, excepting the dealers that are not fully committed to its role. Those are to be phased out. Initiation of IT-solutions to support automatic replenishment of spare parts at the dealerships. Forcing the usage of a common CRM database. Introduction of corporate key performance indicators based on customer relations’ metrics. Altering dealer business focus towards relationship marketing thinking. Improve dealer management business vision and business knowledge. In addition to these findings of possible areas of improvement, the following future methods of customer satisfaction research and customer loyalty metrics are recommended: Yearly one-to-one interviews with core customers performed by the aftermarket organization, and continuous close follow-up actions performed by the dealers, to monitor customer satisfaction. Customer defection rate metrics to monitor customer loyalty.

I denna uppsats diskuteras hur relationsmarknadsföring kan användas av företag som utvecklar högteknologiska SaaS-lösningar för att bygga lönsamma relationer på en tidig marknad. För att svara på frågeställningen “Hur kan högteknologiska SaaS-leverantörer arbeta med relationsmarknadsföring för att attrahera kundgrupperna Innovators och Early adopters på den tidiga marknaden utifrån The Technology Adoption Life Cycle?” har en kvalitativ metod i form av en fallstudie använts. Semistrukturerade intervjuer med respondenter från en SaaS-leverantör och deras kunder nyttjas för insamling av empirin. Detta för att öka förståelsen för vad både leverantörer av SaaS och deras kunder värdesätter i en relation. Urvalet av teori bygger på hur segmenteringsverktyget The Technology Adoption Life Cycle och teorier kring relationsmarknadsföring kan kombineras för att öka förståelsen för hur olika kundrelationer kräver olika tillvägagångssätt på den tidiga marknaden. Genom analyser av den insamlade empirin har författarna av denna uppsats dragit slutsatsen att relationsmarknadsföring är ett brett område. Utöver produkten behöver SaaS-leverantörer fokusera på andra nyckelfaktorer där personal, teknologi, tid och kunskap ingår. Det är dessutom avgörande att SaaS-leverantörer lägger stor vikt på den interna marknadsföringen eftersom alla interaktioner och beröringspunkter med kunden påverkar relationen. Tillit till det andra företaget och engagemang i relationen är ytterligare aspekter som ligger till grund för att bygga långvariga relationer. Dessa relationer är avgörande för att SaaS-lösningen ska kunna nå den huvudsakliga marknaden där kapitalet finns och en prenumerationsmodell ger önskad avkastning.  Genom live-in marketing kan SaaS-leverantören ta del av viktiga insikter från sina kunder på den tidiga marknaden och möjliggöra en kundcentrerad utveckling av SaaS-lösningen. Undersökningen som denna uppsats bygger på har däremot visat att ett fokus på spridning genom word of mouth inte nödvändigtvis leder till ökad exponering och försäljning, samt att utträdesbarriärer inte är ett tillvägagångssätt för att skapa engagemang i relationen. / This undergraduate thesis explores the possibilities of high tech SaaS providers to apply relationship marketing in order to establish profitable relationships in the early market. A qualitative method in the form of a case study was used to answer the research question “How can high tech SaaS providers apply relationship marketing theory in order to attract customer groups in the early market based on The Technology Adoption Life Cycle?”. To collect the empirical material, semi-structured interviews were conducted with respondents from one SaaS provider and two of their customers. This was done to increase the knowledge on what SaaS providers and their customers value in a relationship. The segmentation tool The Technology Adoption Life Cycle and relationship marketing theory was applied to increase the understanding of how various customer groups require different approaches in the early market. Through analysis of the collected empirical material, the authors of this thesis have drawn the conclusion that relationship marketing is a broad field. Beside the product itself, SaaS providers need to focus on other key factors such as personnel, technology, time and knowledge. Since all interactions with the customer will affect the relationship, internal marketing should be of paramount importance to the SaaS provider. Trust between partners as well as commitment to the relationship play a vital part in the longevity of relationships in the early market. These relationships are crucial in order for a SaaS to reach the mainstream market where a subscription model can show true value for the SaaS-provider. SaaS providers can use live-in marketing to gain important insights from its customers in the early market and develop their SaaS with a customer centric approach. The research that has been conducted in this thesis has shown that focusing on diffusion through word of mouth does not necessarily result in increased exposure and sales, but also that costs of leaving a relationship does not increase the customers commitment to the relationship.

The grocery trade is part of the food industry, which is Sweden's third largest industry. It is obvious that it is an industry with a high market concentration where the market share of the three largest companies corresponds to almost 87%. In addition to the high concentration in the market, the industry is undergoing a structural change in new store formats that are more adapted to the customer's needs, among other things through geographical location, opening hours, service, price and design. Each individual has their own preferences when it comes to where to shop. At present, the supply of grocery stores is large and there is a tough level of competition throughout the country. It is therefore important for the various chains in the grocery trade to create and maintain a loyal customer base in order to remain relevant but also to survive the tough competition. The purpose of the study is to create an understanding of which marketing techniques the various chains in the Swedish grocery trade use to create and maintain a loyal customer base. To be ableto investigate this, a qualitative study was conducted consisting of four interviews with three different chains. The respondents who have participated have either had a central and high-ranking role within the chain or in the stores. This is because it is important for the study that the respondents have insight into how the organization works. The chains that have participated are: ICA, Hemköp and Coop. Based on the theoretical framework and the empirical evidence that has been collected, ananalysis has been carried out in order to be able to draw a conclusion. The conclusion that is drawn is that there are many and important factors that come into play to maintain and create aloyal customer base. But the marketing technique that stands out and that is of utmost importanceis loyalty programs followed by customer relationship management, relationship management and corporate store image.