Ingeniero Civil Industrial / El email marketing es una de las formas de comunicación masivas más costo-efectivas y consiste en el envío de un email directamente al cliente, con el fin de motivar a la compra, aumentar la conciencia de marca, retener clientes antiguos o generar lealtad en el cliente. Dentro de los tipos de envíos de email existentes se encuentra el triggered email, el cual se gatilla ante determinados sucesos como, por ejemplo, las indicaciones sucesivas a la compra de un producto, la llegada de una fecha especial, el abandono de un producto en el carro de compras virtual o el comportamiento del cliente en la página web de la tienda. Este último evento es el que gatilla el triggered email que se analiza en esta memoria. Se han realizado con anterioridad experimentos en la empresa que muestran mejores aperturas, flujos hacia la página web y tickets promedios atribuidos a emails gatillo en comparación con emails tradicionales, y se han detectado configuraciones de repetición de emails, niveles de especificidad del contenido presentado y personalización que incrementan las tasas de respuesta del cliente y así la efectividad del envío. No obstante, es necesario replicar aquellos resultados en una escala mayor de participantes, junto con evaluar nuevos factores que podrían incidir en la compra de un producto. Por ejemplo, no es claro qué tipo de cliente responde mayormente al contacto y se desconoce la influencia del diseño del envío del email. El presente estudio prueba distintos escenarios de tiempos de envío, selección de target y templates contenidos en el email, con el fin de determinar aquéllos que aumentan la venta y conversión a raíz del email enviado. El experimento cuenta con 86 632 clientes a los que se les envían 154 997 emails a lo largo de 17 semanas, gatillados por su visita a productos de la página web que no terminaron en una compra. Mediante regresiones y la correspondiente comparación con grupos de control, se determinan los diseños del envío que presentan mejores resultados en las métricas comúnmente utilizadas en la evaluación de emails, los atributos de los clientes que propician la compra dado el envío y la relación del descuento aplicado con la venta atribuida al envío de email. Los resultados obtenidos indican que el triggered email se desempeña alrededor de un 40% mejor que el email tradicional, con respecto a sus tasas de apertura y click-through-open rate. Apurar el envío del email es generalmente positivo en categoría blanda y negativo en categoría dura, dependiendo fuertemente de la selección del target. Mostrar más productos en el email sin sus precios logra tasas de clickeo 45% más elevadas que otros diseños, y dependiendo del target, puede presentar mayores o menores conversiones. El envío afecta mayoritariamente a hombres, clientes no habituales y de regiones céntricas del país. Finalmente, dependiendo del canal de compra, recibir el email induce a comprar menos productos con descuento. De esta forma, se complementa y profundiza sobre los efectos del email en la intención de compra del cliente de retail. / Este trabajo ha sido parcialmente financiado por FONDEF / 18/11/2021

Title: Employee Engagement - Sporting goods retail stores in Gävle. Level: Second cycle, Final assignment for Master Degree in Business Administration Author: Maria Claudia Sun Han Cordova and Camille Besnault Supervisor: Maria Fregidou-Malama and Pär Vilhelmson Date: 2013 - May   Purpose: This study examines employee engagement. For that matter, we investigate the factors that influence employee engagement in sporting goods retail stores, and the impact of relationships interactions between the team and the manager.   Method: This study was conducted through a deductive approach. The data was collected from two sporting goods retail stores: Stadium and Intersport, located in Gävle, Sweden; through questionnaires for both store’s employees, and face-to-face interviews to the store managers and employees. Finally, data was analyzed with the programs Microsoft Excel and SPSS.   Result  &  Conclusions:  We  found  out  that  sporting  goods  retail  store’s  employees  were mainly motivated by personal factors, job satisfaction factors and intrinsic factors, such as belongingness to the team. It appears that employees give significance importance to the relationship  they  have  with  their  manager  and  coworkers.  We  also  found  out  that  the relationship with the customers has a huge impact on employee engagement. Suggestions for future research: This research was conducted in a geographic area in a specific  country  (Sweden).  Additionally,  it  is  based  on  the  sporting  goods  retail  market. Thus, it could be interesting to extend this research to others sectors and markets, or to do the same research in another country. Contribution  of  the  thesis:  While  theories  about  employee  engagement  consider  the relationship between employees and co-workers, and employees and manager as important for  employee  engagement,  we  empirically  discovered  that  the  relationship  between employees and customers influences employee engagement significantly. Key  words:  Job  satisfaction,  employee  engagement,  sporting  goods  retails,  motivation, relationships.

Com maior acesso à informação, disponível em múltiplos meios de comunicação, o comportamento do consumidor vem sofrendo uma acelerada transformação. O cliente, neste trabalho denominado de shopper, que realiza compras em um ponto de venda, está cada vez mais consciente e exigente com relação a o quê, quando, como e onde comprar. Diante deste desafio, a presente dissertação se propõe a definir um sequenciamento de etapas e ferramentas para operacionalização do gerenciamento por categorias (GC) em varejos de pequeno e médio porte, de forma a auxiliar o gestor no processo de tomada de decisão, visando atender às necessidades dos seus clientes. Desta forma, primeiramente, foi desenvolvido e aplicado um método para a identificação e priorização de atributos de compra que influenciam o shopper. Com base nestes atributos, em um segundo momento, foi desenvolvida uma sistemática para implantação de GC em varejo de pequeno e médio portes. Esta sistemática está baseada em um conjunto de ferramentas e de indicadores de desempenho que permitem às organizações melhorar a gestão dos seus departamentos. Por fim, a sistemática foi aplicada a um supermercado de médio porte, em seu departamento de hortifrutigranjeiros, sendo apresentados os resultados oriundos desta aplicação. / Considering the easier access to information, available in different types of media, the customer’s behavior is changing and very fast. The customer, so called shopper, who makes purchases in a selling point, is increasingly aware of what, when, how and where to buy things. Based on this challenge, this thesis aims to define a sequence of steps and tools for implementation of category management (CM) in small and medium-sized retailers, to help managers in the decision-making process, to meet the customer needs. Thus, first, it has developed and implemented a method for identification and prioritization of purchase attributes which influence the shopper. Based on these attributes, in a second moment, it was developed a systematic of CM applied to small and medium-sized retail. This systematic is based on a set of tools and performance indicators that enable organizations to improve their departments’ management. In the end, the systematic developed was applied to a medium-sized supermarket, in their fresh produce department, and the results arising from this application were presented.

Com maior acesso à informação, disponível em múltiplos meios de comunicação, o comportamento do consumidor vem sofrendo uma acelerada transformação. O cliente, neste trabalho denominado de shopper, que realiza compras em um ponto de venda, está cada vez mais consciente e exigente com relação a o quê, quando, como e onde comprar. Diante deste desafio, a presente dissertação se propõe a definir um sequenciamento de etapas e ferramentas para operacionalização do gerenciamento por categorias (GC) em varejos de pequeno e médio porte, de forma a auxiliar o gestor no processo de tomada de decisão, visando atender às necessidades dos seus clientes. Desta forma, primeiramente, foi desenvolvido e aplicado um método para a identificação e priorização de atributos de compra que influenciam o shopper. Com base nestes atributos, em um segundo momento, foi desenvolvida uma sistemática para implantação de GC em varejo de pequeno e médio portes. Esta sistemática está baseada em um conjunto de ferramentas e de indicadores de desempenho que permitem às organizações melhorar a gestão dos seus departamentos. Por fim, a sistemática foi aplicada a um supermercado de médio porte, em seu departamento de hortifrutigranjeiros, sendo apresentados os resultados oriundos desta aplicação. / Considering the easier access to information, available in different types of media, the customer’s behavior is changing and very fast. The customer, so called shopper, who makes purchases in a selling point, is increasingly aware of what, when, how and where to buy things. Based on this challenge, this thesis aims to define a sequence of steps and tools for implementation of category management (CM) in small and medium-sized retailers, to help managers in the decision-making process, to meet the customer needs. Thus, first, it has developed and implemented a method for identification and prioritization of purchase attributes which influence the shopper. Based on these attributes, in a second moment, it was developed a systematic of CM applied to small and medium-sized retail. This systematic is based on a set of tools and performance indicators that enable organizations to improve their departments’ management. In the end, the systematic developed was applied to a medium-sized supermarket, in their fresh produce department, and the results arising from this application were presented.

Com maior acesso à informação, disponível em múltiplos meios de comunicação, o comportamento do consumidor vem sofrendo uma acelerada transformação. O cliente, neste trabalho denominado de shopper, que realiza compras em um ponto de venda, está cada vez mais consciente e exigente com relação a o quê, quando, como e onde comprar. Diante deste desafio, a presente dissertação se propõe a definir um sequenciamento de etapas e ferramentas para operacionalização do gerenciamento por categorias (GC) em varejos de pequeno e médio porte, de forma a auxiliar o gestor no processo de tomada de decisão, visando atender às necessidades dos seus clientes. Desta forma, primeiramente, foi desenvolvido e aplicado um método para a identificação e priorização de atributos de compra que influenciam o shopper. Com base nestes atributos, em um segundo momento, foi desenvolvida uma sistemática para implantação de GC em varejo de pequeno e médio portes. Esta sistemática está baseada em um conjunto de ferramentas e de indicadores de desempenho que permitem às organizações melhorar a gestão dos seus departamentos. Por fim, a sistemática foi aplicada a um supermercado de médio porte, em seu departamento de hortifrutigranjeiros, sendo apresentados os resultados oriundos desta aplicação. / Considering the easier access to information, available in different types of media, the customer’s behavior is changing and very fast. The customer, so called shopper, who makes purchases in a selling point, is increasingly aware of what, when, how and where to buy things. Based on this challenge, this thesis aims to define a sequence of steps and tools for implementation of category management (CM) in small and medium-sized retailers, to help managers in the decision-making process, to meet the customer needs. Thus, first, it has developed and implemented a method for identification and prioritization of purchase attributes which influence the shopper. Based on these attributes, in a second moment, it was developed a systematic of CM applied to small and medium-sized retail. This systematic is based on a set of tools and performance indicators that enable organizations to improve their departments’ management. In the end, the systematic developed was applied to a medium-sized supermarket, in their fresh produce department, and the results arising from this application were presented.

The values and ethical aspects of CSR has received a large number of researcher attentionover the last decade and this study is focused on value of CSR in the context of bothSweden and Egypt. Results of this Quantitative research indicated that customers attentionand purchase decisions are motivated by CSR activities by corporations if people aware ofthe importance of CSR value.Customers are frequently mentioned as the key stakeholder group, that appears to beconcerned about a company's corporate social responsibility (CSR) efforts. Also, thesubject frequently requires a balancing act between multiple stakeholder interests. Themain goal of this thesis research is to gain a better knowledge of the importance of CSRand customer perceptions in two countries: Sweden and Egypt. Furthermore, this researchsatisfies the need to understand the value of CSR in retailing supermarkets. The study wasconducted with the Swedish customers as the main country of the study and Egyptiancustomers as one of the largest eastern countries in the Middle East, the home country forone of the thesis authors too. The current literature on CSR in retailing supermarkets isstill in its infancy, allowing us to identify a research gap. Similar studies did not pay muchattention to the concept of CSR in the supermarket sector, or even the value of CSR in adeveloping country like Egypt. This study used a quantitative method to discover howcustomers in Sweden and Egypt value corporate social responsibility (CSR) in thesupermarket sector.We questioned customers in both countries (Sweden and Egypt) for the quantitativeportion of our study. We received 238 responses through our survey questions tounderstand what inspires them and what might influence their opinions about CSRinitiatives in supermarkets. Furthermore, we used the SPSS method tool to analyzewhether CSR efforts in supermarkets have a beneficial impact on customer perceptions ofCSR activities or not. Our findings suggest that CSR activities in supermarkets might be abeneficial strategy for enhancing customers' incentive to engage in green environmentalactions, such as Eco-friendliness, and hence can lead to better practices from customersthemselves in the future.

Dans un contexte de développement des stratégies marketing multi-canal lié principalement à l’évolution constante de l’outil Internet et des nouvelles technologies de diffusion (Dupuis, Prunet, 2001 ; Dabholkar, 1996), il convient de mieux comprendre les effets de ces stratégies sur la performance commerciale de l’entreprise via le processus de fidélisation client. Ainsi, ce projet de recherche propose d’investiguer, à travers diverses études quantitatives l’effet les relances multi-canal sur la fidélité envers les enseignes à travers une opération "chèque fidélité". l'étude permettra de construire un modèle de référence dont la duplicité sera vérifiée afin d'être exploité sur plusieurs secteurs d'activité commerciale. / In a context of development of the multi-channel marketing strategies bound mainly to the constant evolution of the Internet tools and the new technologies of distribution (Dupuis, Prunet, on 2001; Dabholkar, on 1996), it is advisable to understand the effects of these strategies on the companies' commercial performance through the process of customer loyalty development. So, this research project suggests investigating, through diverse quantitative studies, the effect the multi-channel relaunchings on loyalty programs to signs through an operation "check". The study will allow to build a benchmark model which the duplicity will be verified to be exploited on several business sectors.

L’objectif principal de notre travail consiste à interroger le rôle des espaces de consommation dans les stratégies pour l’attractivité des territoires. Comment la notion de consommation s’inscrit-elle dans la dynamique de développement territorial, en particulier, à travers la relation « image – marketing - attractivité »? Il s’agit de comprendre « le concept d’espace de consommation nouveau » tel qu’il est employé aujourd’hui par les territoires qui cherchent à renforcer leur attractivité. Pour mettre en évidence l’importance des espaces de consommation dans les politiques pour l’attractivité, nous illustrerons trois expériences territoriales suite à une partie théorique développant le thème de l’attractivité territoriale et celui de l’espace de consommation : 1. La ZAC de Paris Bercy et son espace de consommation, Bercy Village : On choisit comme exemple, le quartier de « Bercy Village » créé dans le cadre de la ZAC Paris Bercy à la fin des années 90. 2. Les projets et stratégies de régénération urbaine de Turin (Italie) : La ville de Turin est en quête d’attractivité en renforçant les domaines de la culture, des loisirs et du tourisme. L’importance de l’attraction du méga-évènement et de l’élaboration des démarches stratégiques globales pour la ville (en occurrence, le projet de Spina Centrale et le Plan Stratégique de Turin) est particulièrement soulignée dans cet exemple 3. Le projet de restauration de la rivière Cheonggye (Séoul, Corée du Sud) : La ville de Séoul, en restaurant une rivière oubliée dans un quartier commercial souffrant de l’encombrement du trafic et de la pollution, a réussi à créer une nouvelle promenade fluviale très attractive pour les citadins. / The principal aim of our work consists of questioning the role of consumption activities and spaces in local strategies for attractiveness. How is the concept of consumption involved in the dynamics of territorial development, in particular, in terms of the relation among “image,” “marketing” and “attractiveness”? How can we understand “the concept of new consumption space” such as it is employed by the cities that desire to reinforce their attractiveness? To emphasize the importance of consumption spaces in policies for local attractiveness, following a theoretical discussion (part one), we present three case studies (part two) exploring the questions of territorial attractiveness and consumption space: 1. Our first example is “Bercy Village,” a new Parisian consumption space created within the framework of the ZAC Paris Bercy at the end of the 1990s. 2. Second, we examine projects and strategies of urban regeneration in Turin, Italy. Turin is in search of attractiveness by reinforcing the aspects of culture, leisure and tourism. The importance of the attraction of mega-events and the development of global urban strategies (the Spina Centrale project and Turin’s Strategic Plan) is particularly stressed in this example. 3. Finally, we turn to the restoration project of the Cheonggye river (Cheonggyecheon). Seoul, the capital of South Korea, recently restored a forgotten river in an old commercial district, notorious for traffic jams and pollution. Through this project, Seoul was able to create a new attractive riverwalk for city users.