Uppsatsens titel: Kundvärde inom tjänsteföretag – En studie som belyser likheter och skillnader inom kundvärde utifrån kunds och företags perspektiv  Datum: 8 Jan 2016  Nivå: Kandidatuppsats i företagsekonomi, 15 högskolepoäng  Instution: Akademin för Ekonomi, Samhälle och Teknik, EST, Mälardalens Högskola  Författare: Melda Duru & Shehla Mohammad  Titel: Kundvärde utifrån kundens och företagets perspektiv  Handledare: Magnus Linderström  Nyckelord: Tjänstemarknad, kundvärde, kundlojalitet, illojalitet, kundorientering, marknadsmix.  Frågeställning: Hur skiljer sig kundvärdet mellan en advokatbyrå och en mäklarbyrå?  Vilka är likheterna och olikheterna?  Syfte: Syftet med studien är att undersöka vilka likheter och olikheter det finns på kundvärde mellan en advokatbyrå samt en mäklarbyrå. För att kunna få svar på detta kommer uppsatsförfattarna även att undersöka vad som ger kundvärde för kunden utifrån kundens och företagets perspektiv.  Metod: Material samlades in genom att söka på olika begrepp som redovisas i teoriavsnittet. Kurslitteraturer samt högskolans databas var två viktiga verktyg som uppsatsförfattarna arbetat med för att samla in teorier. Vidare kontaktades respondenterna och därefter genomfördes totalt åtta intervjuer som redovisas i bilagan. Åtta intervjuer, varv två med respondenterna och två kompletterande intervjuer med respondenterna samt fyra med kunderna.   Slutsats: Det finns både likheter och olikheter på kundvärde inom advokat samt mäklarbyrån. / Title: Customer value in service companies- A study that highlights the similarities and differences in customer value from a customer and company perspective  Date: 8 Jan 2016  Level: Bachelor thesis in Business Administration, 15 credits  Institution: School of Business, Society and Engineering, Mälardalen University  Authors: Melda Duru 930521 & Shehla Mohammad 921015  Tutor: Magnus Linderström  Keywords: Service marketing, customer value, loyalty, disloyalty, customer orientation, marketing mix.  Research questions: How does the customer value differ between a law firm and a real estate agency? What are the similarities and differences.  Purpose: The purpose of the study is to inspect the similarities and differences of customer value between a law firm and a real estate agency. To be able to answer this, the article author will also inspect what gives the customer a customer value from the customer and companies perspective.  Method: Material was collected by looking up different concepts that are shown in the theory section. The course literature and the universities database were two major tools that the article author worked with for the theories. The respondents were contacted and after that eight interviews were completed that are shown in the appendix. A total of eight interviews were two conducted with respondents, two complementary with the respondents and four with clients/customers.  Conclusion: There are similarities and differences when it comes to customer value at both law firms and real estate agencies.

No description available.

Following the pioneering work of Kohli and Jaworski, Narver and Slater, and other academic researchers during the 1990s, the concept of ‘market orientation’ has evolved as an important area of study within the marketing discipline. This work has initiated a large number of empirical studies that have been undertaken during the last two decades. Despite its importance and the attention that this concept has received during the last two decades, most of these studies have conceptualized market orientation and measured its levels within only the Western contexts where it has been developed. Although other studies have been undertaken within newly developed and developing economies, there has been little focus on exploring the concept, its constructs and implementation in less developed and resource-based economies. In order to address this research gap, a mixed-method design was adopted that consisted of two phases. Following a literature survey, the first phase involved a qualitative study to gain better understanding of the notion of market-orientation within a resource-based context and refine the preliminarily conceptual framework based on existing literature and Deshpandé’s definition of market-orientation. In the second phase, this framework was tested by means of a survey of both financial services providers and their customers. Confirmatory factor analysis (CFA) and structural equation modelling (SEM) were employed to analyse the survey responses. The models showed a good fit to the data and good convergent, nomological and discriminant validity, reliability and stability, demonstrating improvement to existing scales by the addition of further salient items elicited from the qualitative phase. The findings of this study identified four constructs of market-orientation in financial services providers within a resource-based economy, viz. market-oriented corporate culture, strategy formulated and implemented, structure and systems employed, and market-oriented activities. Those dimensions (constructs) were consistent with various previous works in the market-orientation literature. Additionally, the study found that a market-oriented corporate culture had a mediating role in facilitating the business organizations’ responses through the strategy formulated and implemented.A key contribution of this research was to offer a robust model that explained market-orientation within a resource-based economy and demonstrated that a market-oriented corporate culture had a mediating effect on facilitating financial services providers’ responses to satisfying customer needs and expectations. The use of a qualitative approach to identify market-orientation dimensions in this context was also considered a methodological contribution in this area of marketing research. Moreover, the present study added a novel perspective to the body of market-orientation literature and suggested directions for future research. Finally, the study provided managerial implications for financial services managers to identify what they should do to become more market-oriented businesses or to enhance their level of market-orientation in order to meet their businesses’ needs and customers’ expectations.

Certamente, uma palavra de destaque em gestão é inovação. Entretanto, sua compreensão ainda se dá predominantemente sob uma perspectiva tecnológica, portanto com um produto manufaturado como elemento central. Dessa forma, setores relevantes da economia de um país, como os serviços, muitas vezes apresentam dificuldades em compreender e aplicar a inovação em seu ambiente de negócios. Estudar o ambiente de negócios em serviços é estudar os sistemas de serviços nele existentes. Nesta tese, o autor desenvolve uma melhor compreensão sobre o tema inovação em serviços e propõe um modelo a partir da perspectiva do marketing de serviços. O trabalho de pesquisa tem início com uma revisão teórica em cinco grandes temas: (i) inovação, (ii) inovação em serviços, (iii) inovação sob a perspectiva do marketing, (iv) marketing de serviços e (v) inovação a partir da perspectiva do marketing de serviços. Por intermédio da revisão teórica, dez categorias de análise foram identificadas, sendo utilizadas na composição de um roteiro de pesquisa semiestruturado, posteriormente aplicado em campo. A metodologia de pesquisa selecionada é do tipo exploratória, com abordagem qualitativa, e a organização estudada foi o Costão do Santinho - Resort, Golf e Spa, localizado em Florianópolis, Santa Catarina, caracterizando assim um Estudo de Caso Único Integrado. As fontes de evidência utilizadas foram de entrevistador observador, entrevistas em profundidade com os gestores, documentação e evidência física. No desenvolvimento do estudo, dez categorias de análise detalham o caso e, por meio delas, há a proposição de um modelo de inovação em serviços a partir da perspectiva do marketing de serviços. Nas conclusões, o autor apresenta as contribuições do estudo, assim como identifica as limitações de campo e faz sugestões para estudos futuros. / Certainly, the word \"innovation\" is highlighted in management. However, one´s understanding about it has come predominantly from a technological perspective and, therefore, having a manufactured product as the central element. Thus, managers from industries that are relevant to the economy of countries, such as services, often have difficulties in understanding and applying innovation to their businesses\' environments. And studying the business environments in the service industry is to study the service systems within them. In this thesis, the author develops a better comprehension on the subject of service innovation and proposes a framework from the perspective of service marketing. It starts with a theoretical review of five large topics: (i) innovation; (ii) service innovation; (iii) innovation from a marketing perspective; (iv) service marketing and (v) innovation from a perspective of service marketing. As a result of the theoretical review, ten categories for analysis were identified, which were then used for creating a semi-structured interview guide that latter was applied into field research. The methodology used was that of an exploratory research and a qualitative approach. The organization studied was Costao do Santinho - Resort, Golf and Spa, located in Florianopolis, in the State of Santa Catarina, what categorizes the research as a Single Integrated Case Study. The sources of evidence used were in-depth interviews with managers, observing interviews, documentation and physical evidence. Along the thesis, the case is detailed into ten categories of analysis and, through them, the author proposes a framework for service innovation from a service marketing perspective. The author concludes by presenting the contributions of the study as well as by identifying its field limitations and suggestions for further studies.

by Ko Fung, Alice and Ng Kwok Pui, Ricky. / Includes questionarire in Chinese. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1994. / Includes bibliographical references (leaves 72-74). / ABSTRACT --- p.iii / TABLE OF CONTENTS --- p.v / ACKNOWLEDGEMENTS --- p.vii / Chapter / Chapter I. --- INTRODUCTION AND STATEMENT OF PROBLEM --- p.1 / Chapter II. --- LITERATURE REVIEW --- p.7 / Origins of Express Delivery Service --- p.1 / Development of Internatiomal Express Delivery Service --- p.9 / Emergence of Express Delivery Services in Hong Kong --- p.11 / BIBLIOGRAPHY --- p.13 / Chapter III. --- INDUSTRY REVIEW --- p.15 / Industry Profile --- p.15 / Competitive Profile --- p.16 / Customer Profile --- p.21 / Chapter IV. --- METHODOLOGY --- p.23 / Hypotheses --- p.23 / Research Design Multi-dimensional Approach --- p.24 / Chapter V. --- MORNING EXPRESS COURIER: AN IN-DEPTH LOOK --- p.34 / Service Provided。 --- p.34 / Mode of Operation --- p.37 / Service Highlights --- p.40 / Chapter VI. --- RESEARCH FINDINGS --- p.41 / Results of Percentage Counts --- p.41 / Retailers --- p.41 / Customers --- p.47 / Results of Cross-Tabulations --- p.52 / Retailers --- p.52 / Customers --- p.54 / Chapter VII. --- ANALYSIS AND INTERPRETATIONS --- p.56 / Chapter VIII. --- RECOMMENDATIONS --- p.63 / Target Market --- p.63 / Retail Shops --- p.64 / Consumers --- p.64 / Positioning --- p.65 / Product --- p.65 / Price --- p.66 / Place --- p.67 / Promotion --- p.68 / Chapter IX. --- LIMITATIONS AND FURTHER RESEARCH --- p.71 / REFERENCE NOTES --- p.72 / APPENDICES --- p.75

Submitted by Jorge Silva (jorgelmsilva@ufrrj.br) on 2017-02-13T17:03:19Z No. of bitstreams: 1 2016 - Bruno Machado Fontes.pdf: 2751604 bytes, checksum: ae32f0022e2e0e1bcdb5f0e231f2eb31 (MD5) / Made available in DSpace on 2017-02-13T17:03:20Z (GMT). No. of bitstreams: 1 2016 - Bruno Machado Fontes.pdf: 2751604 bytes, checksum: ae32f0022e2e0e1bcdb5f0e231f2eb31 (MD5) Previous issue date: 2016-03-08 / CAPES / With increasing market competitiveness, customer satisfaction has become a loyalty strategy adopted by companies. The main objective of this research was to measure the degree of satisfaction of customers' Farm Hotel located in region of Vale do Caf? (RJ). In addition to the study, the most important aspects were identified to the satisfaction of the customers' Farm Hotel located in region of Vale do Caf? (RJ), and also, to analyze the results, methods Client Window and Cross-tabulations were used. Thus, through a cross-sectional study of qualitative and quantitative research, with steps of bibliographic research and field interviews. The findings show that: the variables that had a higher degree of importance were Cleaning, Comply promised, Sympathy staff, Food and Ready service employees to solve problems and desires of customers. Regarding the satisfaction of the customers, in a scale Likert of 5 points, was obtained an average of 4.26 in relation to all the attribute studied. In relation to general satisfaction of customers' Farm Hotel, was obtained an average grade of 8.79 in a scale of 0 - 10. With the results of the survey, it was also possible to draw a Socio-economic profile of customers, to better understand the needs and desires and so provide quality care, resulting in high levels of satisfaction. / Com o aumento da competitividade do mercado, a satisfa??o dos clientes tornou-se uma estrat?gia de fideliza??o adotada pelas empresas. O objetivo geral dessa pesquisa foi mensurar o grau de satisfa??o dos clientes dos Hot?is Fazenda localizados na regi?o do Vale do Caf? (RJ). Em adicional ao estudo, foram identificados os aspectos mais importantes para a satisfa??o dos clientes frequentadores de Hot?is Fazenda, na regi?o do Vale do Caf? (RJ), e ainda, para an?lise dos resultados, foram utilizados os m?todos Janela do Cliente e Tabula??es Cruzadas. Sendo assim, atrav?s de um estudo transversal, de car?ter qualitativo-quantitativo, com etapas de pesquisa bibliogr?fica, e entrevistas de campo. As descobertas revelam que: as vari?veis que tiveram maior grau de import?ncia foram Limpeza, Cumprir o prometido, Simpatia dos funcion?rios, Alimenta??o e Pronto atendimento dos funcion?rios para resolver os problemas e desejos dos clientes. Com respeito a satisfa??o dos h?spedes, em uma escala Likert de 5 pontos, obteve-se uma m?dia de 4,26 referente a todos os atributos pesquisados. Em rela??o a satisfa??o geral dos clientes sobre os Hot?is Fazenda, obteve-se uma nota m?dia de 8,79 em uma escala de 0 - 10. Com os resultados da pesquisa, tamb?m foi poss?vel tra?ar um perfil Socioecon?mico dos clientes, para compreender melhor suas necessidade e desejos e ent?o prover um atendimento de qualidade, resultando em altos ?ndices de satisfa??o.

<p>Alla företag måste redovisa sina intäkter och kostnader. Aktiebolag, föreningar och stiftelser har en så kallad revisionsplikt vilket innebär att det man redovisar måste granskas av en revisor. Detta kallas revisionsplikt. Det diskuteras om revisionsplikten ska avskaffas för mindre aktiebolag i Sverige. Den eventuella lagförändringen kommer att innebära marknadsförändringar för revisorerna. Revisionsmarknaden är idag en marknad med höga inträdesbarriärer. Marknadsföringsstrategier kan därför sägas vara av stor vikt för branschen. Det centrala inom tjänstemarknaden bygger på relationer. Det viktiga för revisionsföretagen är därmed att känna till vad som värdesätts hos klienterna. Detta gav oss vår problemformulering som lyder:</p><p>Vilka faktorer påverkar mindre aktiebolags val av revisionsbolag?</p><p>Vårt syfte är därmed att åskådliggöra de faktorer som påverkar mindre aktiebolags val av revisionsbolag. Studien är avgränsad till aktiebolag inom kategori två som är belägna i Umeå kommun.</p><p>Studien har ett hermeneutiskt tolkande synsätt ur ett konstruktionistiskt perspektiv. Vi utgår från ett deduktivt angreppssätt men efter vår förstudie vidgades vår teoretiska referensram vilket innebär en sorts abduktion. Studien bygger på en kvalitativ metod där totalt sex respondenter intervjuats. Intervjuerna har genomförts med hjälp av en intervjuguide vilket innebär en delvis strukturerad intervjuform. Intervjuguiden är uppbyggd på den teoretiska referensramen. Teorierna är formade utifrån sekundärkällor. För att få ett relevant teorimaterial har vi använt oss av olika hjälpsystem och databaser. Denna intervjuguide har gett oss ett brett empiriskt material som sedan analyserats utifrån den teoretiska referensramen och gett grunden för det resultat studien visar. Det visade sig att det är många olika faktorer som påverkar de mindre aktiebolagens val av revisionsföretag. De främsta faktorerna är rekommendationer från bekanta och relationen till revisionsföretaget. Men faktorer som ett extra engagemang från revisionsföretagets sida och stödtjänster i form av redovisning och juridisk rådgivning skapade mervärden. Dessa mervärden ledde till lojala kunder.</p>

<p>In the past years the competition in the restaurant trade in Umeå is increasing. There is more choice for the customers and thereby the restaurants have to work harder to attract customers. One way is to Market themselves differently.</p><p>In this research we are studying one way of diversifying Service Marketing, namely through people. Especially in the restaurant sector the frontline employee is an essential part of the service. We argue that by improving the Internal Marketing a business can ensure, through Human Resource Management, to have a service-minded and customer-oriented workforce, motivated to deliver Service Quality. Further, by strengthening the Internal Branding the workforce will work in unity with the internal and external brand, being more willing and committed to deliver high quality services. We aim to find that through having well trained frontline employees the customer will know a difference and have a better experience when visiting the restaurant.</p><p>Three restaurants in the Umeå market have been chosen for our study. To collect data from these restaurants we have conducted semi-structured qualitative interviews. The contributions of this study were that training, and especially learning by doing and experience, is crucial in learning ones job according to the respondents. Also that having a good balance between having standard procedures and employee empowerment could improve the Service Quality through reliability in the service delivery. Last but not least, a concept of Reciprocal Commitment was developed showing the importance of a business investing in the employee, training being part of that investment, to get the employee to invest his/her time and commitment in the business.</p><p>Through this study we have developed a model showing the influence and benefits of training in the selected restaurants. We have realised that training is not the only way, but plays an important role in Marketing through people.</p>

No description available.

No description available.