The fact that household customers are central in the discussion of future sustainable energy systems compels the Swedish electricity retail companies to provide strategies in order to successfully follow the trends on the electricity market. The purpose of this thesis is to complement the electricity retail companies’ understanding of how they are able to enter a sustainable and close business relationship with these customers. The purpose is fulfilled by the analysis of how relationship concepts impact the development of demand response specifically. The information has been collected through a case study of Smart Customer Gotland, via interviews with people who have great experience from the field and via a survey directed towards the customers. The results indicate that there is a major difference in both of the actors’ visions regarding the relationship. The company desires to enter a position where less support and high customization is available. Customers instead want more personal support because of their lack of knowledge and uncertainty of new systems. To succeed, the companies have to consider the fundamental influencing incentives, economy and comfort, while also maintaining the customers’ trust. The most essential parts of the context specific relationship exchange are product exchange, information exchange, and social exchange. These should be directed towards maintaining and increasing the trust from customers. Focusing the resources earlier used for marketing, on these exchanges to make the current customers more satisfied will open up for using word-of mouth primarily from early adopters. Continued work with these early adopters will also increase companies’ knowledge, which is important for the companies to strategically develop its business towards the market of smart energy solutions.

Made available in DSpace on 2009-11-18T19:00:51Z (GMT). No. of bitstreams: 0 Previous issue date: 2003 / The aim of this dissertation is to investigate the relationship between the design of website for CD e-commerce and the virtual consumer behavior based on its purchase's attitude and intention. The main goal is to measure the virtual store design effect working as sales agent on Internet. The analysis of the virtual CD retailer was chosen, since the CD is one of the most popular products sold on this channel. This study is based on theoretical framework which describe the following main characteristics: i) Internet play the role as sales channel, ii) the CD retail market and iii) the consumer behavior and its decision processo Further on theoretical reference framework, it is showed the existing different models for website assessment: mo deI based on marketing, theory of two factors, quality assessment, web assessment mo deI (W AM) and the technology acceptance model (T AM). The analysis of its power and weakness will be base to development of the model proposed by this research. The concepts and the methods described were employed to ensure the consistency of its model. The final issue is the research design itself, applying a survey via web. The data collection was used for statistical validation of the relationship on proposed model. The structural equation model (SEM) was the statistical tool for quantitative analysis and to investigate all hypotheses generated on proposed model, supported by the theoretical reference framework. / A dissertação tem como objeto a investigação das relações entre a o design de um website de comércio eletrônico de CDs e o comportamento do consumidor virtual, com ênfase a sua atitude e intenção de compra. O objetivo principal é mensurar o efeito do design da loja virtual (website) em seu papel de agente de vendas na Internet. A análise do comércio varejista de CDs foi escolhida, pois este produto é um dos principais artigos de venda neste canal. O estudo é apoiado em um referencial teórico, no qual são analisadas as características dos seguintes pontos: i) a Internet atuando como canal de vendas; ii) o comércio varejista de CD no Brasil e iii) o comportamento do consumidor e o seu processo decisório. Ainda no referencial teórico são apresentados os diversos modelos de avaliação de website existentes: baseado em Marketing, Teoria dos Dois Fatores, avaliação da qualidade, avaliação da web (W AM) e aceitação da Tecnologia na Web (T AM). A análise e comparação destes modelos serviu como base para o desenvolvimento da proposta do modelo de avaliação website. O estudo é complementado pelo desenvolvimento de uma pesquisa, com aplicação de questionário via web (websurvey). A coleta dos dados é utilizada como forma de validação estatística das relações existentes no modelo desenvolvido. Isto é feito por meio do uso da ferramenta de análise de Equações Estruturadas (SEM), suportada pelos conceitos e métodos de abordagem descritos no referencial teórico. A ferramenta permite tanto avaliar um modelo de mensuração e um modelo estrutural simultaneamente.

Submitted by Sandra Lúcia paiva de Souza (spaivasouza@gmail.com) on 2018-10-06T23:56:41Z No. of bitstreams: 1 TA_Sandra_Souza_V20_Final_Impressão.pdf: 1133447 bytes, checksum: 37f5d1ca51c9b02a72269f586e049ba0 (MD5) / Approved for entry into archive by Tamara Oliveira (tamara.oliveira@fgv.br) on 2018-10-09T16:33:51Z (GMT) No. of bitstreams: 1 TA_Sandra_Souza_V20_Final_Impressão.pdf: 1133447 bytes, checksum: 37f5d1ca51c9b02a72269f586e049ba0 (MD5) / Approved for entry into archive by Suzane Guimarães (suzane.guimaraes@fgv.br) on 2018-10-10T13:17:45Z (GMT) No. of bitstreams: 1 TA_Sandra_Souza_V20_Final_Impressão.pdf: 1133447 bytes, checksum: 37f5d1ca51c9b02a72269f586e049ba0 (MD5) / Made available in DSpace on 2018-10-10T13:17:45Z (GMT). No. of bitstreams: 1 TA_Sandra_Souza_V20_Final_Impressão.pdf: 1133447 bytes, checksum: 37f5d1ca51c9b02a72269f586e049ba0 (MD5) Previous issue date: 2018-08-29 / Nos dias atuais, ainda é comum, no mercado de trabalho brasileiro, existirem diferenças entre oportunidades e reconhecimentos profissionais oferecidos para homens e mulheres quando se trata de alta direção. O presente trabalho tem como objetivo identificar os pontos que ainda permitem essa distinção dentro do mercado de trabalho, bem como a análise dentro de uma empresa caso, a fim de concluir se já há uma análise imparcial no que se refere ao gênero, quando da tomada de decisão para a escolha sobre que merece ocupar um cargo de alta direção. / It is still common in the Brazilian labor market that there are differences between opportunities and professional recognition offered to men and women when it comes to top management. The present work aims to identify the points that still allow this distinction within the labor market, as well as the analysis within a company case, in order to conclude whether there is already an unbiased analysis regarding gender, when taken decision-making body for the choice you deserve to hold a top management position.

Submitted by DOUGLAS APARECIDO MATRICARDI (douglas@magazineluiza.com.br) on 2018-07-10T20:06:23Z No. of bitstreams: 1 Trabalho Aplicado - Atualizado - V110 (3).pdf: 758949 bytes, checksum: 67a327cfe4a17d33ad075326d54ede69 (MD5) / Approved for entry into archive by Simone de Andrade Lopes Pires (simone.lopes@fgv.br) on 2018-07-10T23:23:18Z (GMT) No. of bitstreams: 1 Trabalho Aplicado - Atualizado - V110 (3).pdf: 758949 bytes, checksum: 67a327cfe4a17d33ad075326d54ede69 (MD5) / Approved for entry into archive by Suzane Guimarães (suzane.guimaraes@fgv.br) on 2018-07-11T13:48:11Z (GMT) No. of bitstreams: 1 Trabalho Aplicado - Atualizado - V110 (3).pdf: 758949 bytes, checksum: 67a327cfe4a17d33ad075326d54ede69 (MD5) / Made available in DSpace on 2018-07-11T13:48:11Z (GMT). No. of bitstreams: 1 Trabalho Aplicado - Atualizado - V110 (3).pdf: 758949 bytes, checksum: 67a327cfe4a17d33ad075326d54ede69 (MD5) Previous issue date: 2018-06-14 / O presente estudo tem como objetivo explorar e analisar os resultados do empoderamento do vendedor da empresa Magazine Luiza como diferencial competitivo para negociar e alavancar o lucro. Já que o varejo opera com margem de lucro baixa, conquistar o consumidor é fator decisivo e, aqui, entra o empoderamento no sentido de satisfazer o cliente, e aumentar a lucratividade. Apresento aqui uma revisão de literatura abordada em bancos de dados como Ebsco, Jstor, Scielo, entre outros, sobre os seguintes temas: comportamento e processo de compra do consumidor, competitividade no varejo e empoderamento e suas ferramentas. O trabalho foi desenvolvido também por meio de pesquisa composta de questionário e entrevistas respondidos por vendedores de uma das maiores varejistas do Brasil, o Magazine Luiza S/A, que conta com 860 lojas físicas, e-commerce e 9 centros de distribuição em 16 estados brasileiros, com 23 mil colaboradores e aproximadamente 45 milhões de clientes. Com base no estudo, conclui-se que o vendedor com autonomia para negociar e ganho atrelado a essa negociação sente-se mais confiante para atender o cliente do inicio ao fim da venda. Esse vendedor garante maior qualidade de atendimento, o que reflete inclusive na nota de NPS (Net Promoter Score) – métrica que mede a satisfação do cliente. A partir dessa satisfação, constrói-se uma relação de fidelidade com a empresa, gerando maior ganho para o vendedor. Isso também tem reflexo no comprometimento do funcionário e, por sua vez, no resultado das pesquisas de melhores empresas para se trabalhar (a organização é a melhor da varejo conforme última pesquisa Great Place to Work), além disso, ainda faz com que essa relação vendedor - cliente resulte em maior lucratividade para a empresa. / The present study aims to explore and analyze the results of the seller's empowerment of the company Magazine Luiza as a competitive differential to negotiate and leverage profit. Since retail operates at a low profit margin, winning the consumer is a decisive factor, and here, empowerment comes in to satisfy the customer, and increase profitability. I do present here a review of the literature in databases such as Ebsco, Jstor, Scielo, among others, on the following topics: behavior and consumer buying process, competitiveness in retail and empowerment and its tools. The work was also developed through a survey composed of a questionnaire and interview answered by salespeople from one of the largest retailers in Brazil, Magazine Luiza S / A, which has 860 physical stores, ecommerce and 9 distribution centers in 16 states with 23,000 employees and approximately 45 million customers. Based on the study, it is concluded that the seller with autonomy to negotiate and gain linked to this negotiation feels more confident to serve the customer from start to finish of the sale. This vendor, guarantees a higher quality of service, which also reflects in the NPS (Net Promoter Score) note - a metric that measures customer satisfaction. From this satisfaction, a loyalty relationship with the company is built, generating greater gain for the seller. This also has a reflection on the commitment of the employee and, in turn, on the results of the research of the best companies to work (the organization is the best retailer according to the latest Great Place to Work survey), and also makes this relationship vendorclient results in greater profitability for the company.

The purpose of the diploma thesis is to identify main activities and responsibilities of key account managers - based on example of Imperial Tobacco CR, s.r.o. company. The theoretical part describes the development of the Czech Retail market from 1989 till 2007. It is focused on international retail chains and it's entrance in the Czech market. Also main trends and possible future development are identified. The practical part provide with detailed characteristics of the Czech tobacco market as well as Imperial Tobacco CR, s.r.o. company - a representative of suppliers. Crucial part is the analysys of activities and responsibilities of Imperial Tobacco's key account managers. The authenticity is guaranteed by real business examples, situations and relationships.

La presente tesis se enfoca en tres problemáticas que se observan actualmente en el entorno del Instituto Nacional de Salud del Niño, primeramente la necesidad de un albergue para los padres de familia de los niños de provincia que reciben atención en este nosocomio; en segundo lugar los mercados en estado de emergencia que se ubican, en gran número, en los alrededores del hospital, y por último la falta de espacio público que presenta el distrito de Breña según las últimas encuestas realizadas en el distrito. Todo esto lleva a unir dos tipologías, el albergue y el mercado, para lo cual se han investigado iniciativas relacionadas al comercio del reciclaje de donaciones que actualmente se están desarrollando en la ciudad de Lima. Al generar este vínculo comercial entre ambas tipologías se logra un beneficio común para la coexistencia de ambos. Así se logra utilizar el proyecto arquitectónico como foco de desarrollo en un entorno urbano con una problemática muy particular en la ciudad. / This thesis focuses on three problems that are currently observed in the context of the Instituto Nacional de Salud del Niño, firstly the necessity for a shelter for parents of childrens from province who receive care in this hospital; secondly, the markets in a state of emergency that are located, in large numbers, around the hospital, and finally the lack of public space in Breña, according to the latest surveys conducted in the district. All this brings together two typologies, the shelter and the market, for which initiatives related to the donation recycling trade that are currently being developed in the city of Lima have been investigated. By generating this commercial link between the two typologies, a common benefit is achieved for the coexistence of both. Thus, the architectural project is used as a focus of development in an urban environment with a very particular problem in the city. / Tesis

The retail industry is considered to be a very competitive industry in the United States since there are so many players in the almost saturated retail markets that provide similar products and services at similar price levels to customers. Market selection has been identified as an important strategy to differentiate a retailer in this competitive market. Therefore in this thesis, we describe a conceptual framework to evaluate retailers investment opportunities in dynamic, competitive retail markets. The objective is to describe a conceptual investment analysis framework to address the strategic aspects of a retailer s investment opportunity as well as the dynamic uncertainty of a retail market in a single framework. This conceptual framework outlines a strategic view towards retail stores as flexible assets of a retail enterprise. This conceptual framework is general and can be adjusted and applied to investments options in other services. In addition, we develop an integrated investment analysis approach based on dynamic programming to explore retailers investment behaviors in dynamic markets. The objective is to determine retailers optimal investment thresholds in noncompetitive and competitive markets. We consider two retailers to illustrate our approach and use a simple game theory treatment to address competition in retail markets. We use our integrated investment analysis model based on a real options methodology to evaluate the apparent tendency for the small discount retailer invests earlier in a new developing market due to the competition effect from the large discount retailer. This early entry gives the small retail a first-mover advantage and delays the big retailer s entry into the competitive market. In addition, we conduct sensitivity analysis to characterize how significantly the values of our model parameters impact the retailers investment decisions. We also develop an integrated investment analysis approach based on contingent claims analysis to explore retailers investment behaviors in dynamic markets. The objective is to determine retailers optimal investment thresholds in noncompetitive and competitive markets. The equivalent risk neutral evaluation approach is presented in this thesis as an extended version of the contingent claims analysis approach, which facilitates the market-oriented valuation of the retailer s investment option in dynamic markets. Sensitivity analysis is conducted to study how retailers optimal investment thresholds change as the values of parameters in this equivalent risk neutral evaluation approach change. The relationship between the dynamic programming and the equivalent risk neutral evaluation approach is also summarized in this thesis to identify the similarities and the differences between these two investment analysis approaches. One of the most important objectives of this comparison is to determine in what market conditions the choice of investment analysis approach is critical and dramatically changes the retailer s optimal investment threshold. Finally, we empirically examine an important aspect of our theoretical work that the big retailer invests and opens a store relatively later in markets with a small retailer compared to markets without a small retailer. In addition, the big retailer opens a store at relatively higher retail market potential in markets with a small retailer compared to markets without a small retailer. In this thesis, we discuss some empirical evidence to support these theoretical results. We chose Wal-Mart and Dollar General as the big and small retailers, respectively, in our empirical study. Our empirical results do not validate the theory and just provide supporting evidence for our theoretical works.

Submitted by paulo junior (paulo.jr@fgv.br) on 2010-02-23T16:55:59Z No. of bitstreams: 1 RAFAELA..pdf: 28017 bytes, checksum: 63a982caaec70506aeb44ca11182e61f (MD5) / Approved for entry into archive by paulo junior(paulo.jr@fgv.br) on 2010-02-23T16:56:25Z (GMT) No. of bitstreams: 1 RAFAELA..pdf: 28017 bytes, checksum: 63a982caaec70506aeb44ca11182e61f (MD5) / Made available in DSpace on 2010-02-23T17:09:36Z (GMT). No. of bitstreams: 1 RAFAELA..pdf: 28017 bytes, checksum: 63a982caaec70506aeb44ca11182e61f (MD5) Previous issue date: 2008-12-16 / This study aims to comprehend how the entrance of Petrobras in the retail downstream segment contributes to the company’s current strategy. Since the North American market is the worlds’ biggest gasoline (oil product of high aggregated value) consumer, we come to believe that it would be a relevant market in which the company should expand its business. A sizable market, logistical facilities, interesting margins, as well as portfolio diversification and strategical positioning towards an international recognition as a major oil company are viewed as the main reasons to enter this market. Among the results of this study, it is important to refrain that the North American downstream segment is attractive and, therefore, Petrobras as a regional oil company aiming to become an international oil company should consider the possibility of entering this market. No sufficient barriers to entry were detected regarding predatory behavior as well as sunk costs or vertical integration. Finally, observing the results of the efficient frontier, it is important to say that there is no 'best' portfolio option and, it will be up to the company to decide how much risk is it willing to take and/ or what is the minimal acceptable return. / Esta dissertação objetiva compreender como a entrada da companhia no mercado de retail Norte Americano poderia contribuir com sua estratégia. Acredita-se que sendo o mercado Norte Americano o maior consumidor e também importador mundial de gasolina (derivado de petróleo de alto valor agregado) este seria um mercado relevante para a expansão dos negócios da Petrobras. Dentre as principais razões destacamos: o tamanho deste mercado consumidor, vantagens logísticas, margens atrativas, diversificação do portfólio da companhia e; um posicionamento estratégico no sentido de ser reconhecida internacionalmente. Dentre os resultados desta dissertação pode-se destacar que o mercado de downstream norte americano é atrativo e, assim sendo, a Petrobras, como companhia de petróleo regional objetivando tornar-se uma grande empresa internacional de petróleo, deva estudar a possibilidade de entrar no mercado de retail norte americano. Não foram detectadas barreiras suficientemente fortes no que tange ao comportamento predatório nem custos afundados ou integração vertical que impeça a entrada de novos competidores. Finalmente, ao observar-se os resultados da fronteira eficiente, tem-se que não existe uma 'melhor' opção de carteira e, caberá a companhia definir o quão exposto ao risco deseja estar e, ao mesmo tempo, qual o retorno mínimo aceitável.

There has been a motivated desire from different power system operators to have more systems embedded in computing and networking due to the great advantages of adding new capabilities that wasn't before possible. These advantages increased the power system’s up-time, performance and reduced its maintenance but opened a world of possible cyber-attacks. In January 2016, the Ukrainian electricity infrastructure suffered the first power outage caused by destructive malware that left hundreds and thousands of end-users without electricity during the Christmas holidays. Malicious malware are starting to cover cyber-physical systems that connect the physical technical equipment with the networked computational resources. One of these resources, which are currently being further developed, involves futuristic procedures for the electrical billing process. This means that data corruption could lead to both economical and physical consequences, leading to a decrease of the public's trust on metering equipments, the overall smart grid concept and the electricity market actors. The Nordic and Swedish electricity market is under transition to the Supplier Centric Model (SCM), a new market model, which facilitates the billing and payment towards the end-users and the interactions between electrical suppliers and Distribution System Operators (DSO). This model uses a centralized data service hub for information exchange that is owned and operated by the Swedish Transmission System Operator (TSO). Vattenfall IT has thus jointly with the department of Electric Power and Energy systems (EPE) at KTH launched this master thesis that focuses on the risks and consequences caused by cyber-attacks in the SCM. An adversary may cause unwanted actions by business process hacking or knowledge-based hacking by analyzing the business processes maps within the SCM One of the aims of the thesis was to identify the business process vulnerabilities and events of the DSO's and supplier’s business processes in the SCM if the system was under attack and when the power system operator was unaware that the presented data was corrupted. The outcome of the thesis will help improve the business process resilience against cyber-attacks thus leading to an increased trust in the SCM from the general public. Different related attack-scenarios (AS) were investigated to provide a generic solution for improvements to all relevant business service actors. The risks and consequences were found, analyzed and used for developing suggestive improvements for the Billing Business Process (BBP). / Det har funnits ett motiverat önskemål från olika elkraftsoperatörer att flera system inbäddas i datoranvändningen och nätverken på grund av de många fördelar och nya förmågor som inte var möjliga förut. Dessa förmågor ökade elkraftsystemens tillgänglighet, prestanda och minskade dess underhåll men öppnade en värld av möjliga cyber-attacker. Den Ukrainska elektriska infrastrukturen upplevde det första strömavbrottet orsakad av destruktiva skadeprogram som lämnade tusentals användare strömlösa under julen 2015. Skadeprogrammen har börjat täcka cyber-fysiska system som kopplar det fysiska tekniska utrustningen med de nätverskopplade beräkningsresurserna. En av dessa resurser, som för närvarande är under utveckling, involverar framtida procedurer åt faktureringsprocessen för elektricitet. Detta betyder att data korruption kan leda till både ekonomiska och fysiska konsekvenser vilket leder till en förminskning av det allmänna förtroendet på mätningsutrustningen, det generella smarta elnätskonceptet och på elmarknadsaktörerna. Den nordiska och svenska elmarknaden är under övergång till Elleverantörs Centriska Modellen (SCM), en ny marknadsmodell som underlättar fakturering och betalningen gentemot användarna och växelverkan mellan elleverantörerna och elnätsföretagen (DSO). Denna modell använder en centraliserad tjänstehubb för informationsutbytet som ägs och drivs av den svenska systemansvariga myndigheten (TSO). Vattenfall IT har således tillsammans med avdelningen Energi och Elkraft (EPE) på KTH lanserat detta examensarbete som fokuserar på riskerna och konsekvenserna orsakade av cyber-attacker i SCM. Motståndaren kan orsaka oönskade handlingar via hackning av affärsprocesserna eller kunskapsbaserat hackning genom att analysera affärsprocesskartorna inom SCM. Ett mål av examensarbetet var att identifiera affärsprocessernas sårbarheter och händelser av en DSO och elleverantörs affärsprocesser i SCM om systemen var under anfall och elkraftsoperatören är ovetande att det presenterade data är korrumperat. Examensarbetets resultat kommer hjälpa att förbättra affärsprocessernas spänstighet mot cyber-attacker vilket kommer leda till ett ökat förtroende på SCM från allmänheten. Olika relaterade cyber-attack scenarion undersöktes för att förse en generisk lösning för förbättringar åt alla relevanta verksamhetsaktörer. Riskerna och konsekvenserna var funna, analyserade och användes för att utveckla förbättringsförslagen åt faktureringsprocessen (BBP).

The thesis focuses on study of consumers media produced by the chain stores and their use by the target audience including the perspective of creative consumption theory. The creative consumption theory presumes an active role of a consumer in the process of consumption. It believes that the consumer can consciously influence the development and behaviour of the society in general only by their consumer behaviour. The practical part of the thesis is accompanied by a theoretical frame of consumption history and consumer's history and its role in today's consumer society. There is also a part dedicated to a brief introduction of the Czech retail market, selected retail chains and their customer media and customers' segmentation with respect to the creative consumption theory. The first quantitative analysis study shows how many inhabitants of one Prague's housing projects do not want to receive any advertising to their letter boxes and why they have actively labelled their letter box with a label asking for "NO advertising". The main research focuses on the use of customer media also in the light of the creative consumption theory. On the basis of a qualitative analysis I try to find answers to questions how readers of consumer media understand consumption, how they find media of retail chains, which...