This research investigated the ability of online video to mediate the development of trust in the e-merchant, against the following objectives: (1) determining the drivers of consumer trust in an online environment, (2) investigating the perception of trust in an e-merchant in the absence of video, (3) investigating the perception of trust in an e-merchant in the presence of video and (4) investigating the impact of video mediated trust drivers on the consumer’s willingness to purchase and recommend the e-merchant. The research recommends that businesses in a ‘clicks’ environment, or those in a mortar & bricks environment that maintain a degree of online presence, would do well to consider the prominent usage of video on their websites as a means of mediating trust between the consumer and the online brand.

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Lam Wai Tsz Gigi. / "Architecture Department, Chinese University of Hong Kong, Master of Architecture Programme 2003-2004, design report." / Includes bibliographical references.

Spojením oblastí marketingového výzkumu a analýzy spokojenosti klientů v bankovním sektoru vznikla práce se jménem "Analýza bankovních služeb pomocí metody mystery shopping". Práce je spojením teoretického úvodu a praktické části rozdělěné do dvou oblastí, jimiž jsou dotazování bankovních klientů a mystery shopping provedený na pobočkách bank. Cílem práce je zjistění míst nižší spokojenosti bankovních klientů a navrhnutí opatření vedoucích k zvýšení této spokojenosti.

This thesis deals with the mystery shopping, which is described from a theoretical and practical point of view. For its application in practice has been chosen area of Czech mobile operators. Telecommunications market in the Czech Republic points to a highly competitive environment. The aim of the work will be understanding and comparison of the advantages offered services and customer access levels for O2, T-Mobile and Vodafone in terms of three different clients (pensioners, students and entrepreneurs). As a result, this work should provide recommendations on what type of customer should each operator to focus the media with regard to perceived competitive advantage, and on what segment would in turn be incorporated into the future.

The thesis is focused on the research method of Mystery Shopping, used for anonymous and impartial evaluation of service quality and customer service. In the theoretical part I will examine how and why the method is used, what is the procedure for its application and how the results are then interpreted. An important part is the ethical codes that are specific to this method. In the practical part I will use theoretical areas of knowledge which will then be applied into practice. In the selected company measures of the level of customer service are examined with the just-mentioned method. After the research I was able to reveal the company's management strengths and weaknesses in customer care, and advise them on which areas should be addressed in the next period. I also suggested ways to optimize methods for the mystery shopping company to give better information about the company's management level customer service to stores.

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In this post-boom era, the so-called dead mall is a growing phenomenon. A quintessentially American icon, the shopping mall arose in a time of prosperity, and was a central component of the pre-fab utopia of suburban life. The shopping mall was conceived to create a new and improved town center. As indoor private properties, developers attempted to engineer the conditions to instill a state of euphoria in shoppers, which would fuel the need to spend in order to heighten that satisfaction. But ultimately, just as the gratification was temporary, so too is the mall.

Bibliography : leaves 93-97

<p>In what atmosphere do people feel welcomed and comfortable? What are their needs, preferences, expectations and how do these affect their shopping behaviour? The proportion of older persons in the population is constantly growing so in the new future there will be more and more older shoppers in the stores. This study has from a management perspective tried to find a suitable store design and atmosphere that would be appreciated by the older shoppers segment.</p><p>The research question of the study was: What store atmosphere and store design lead the growing target group - the elderly towards a sales increasing shopping behaviour? In attempt of answering the research question the main purpose was to understand the needs and preferences of older consumers and their shopping behaviour related to the issues of food shopping in a supermarket and to be able to discover underlying mechanisms in order to suggest a store atmosphere and store design adapted to the older consumers; and thus an increasing sales strategy for the store.</p><p>In order to form a theoretical frame various secondary sources have been used that were found to be suitable for the research area. The retail anthropologist Paco Underhill has been a great inspiration for many theories in the study. Two qualitative methods have been used: structural observations and semi-structural interviews. The qualitative method is well chosen and makes it possible to fulfil the purpose of the study. Seven individuals were first observed in a store while shopping and later interviewed about their shopping experience.</p><p>In the analysis the empirical data was analysed with some references drawn to the theoretical frame. Similar behavioural patterns were identified among the participants that formed the concepts: morning shoppers, one stop store, personal atmosphere, brand unawareness and finally service access. In conclusions a store strategy, based on older consumers needs and preferences, was proposed that would make the older consumers of the study feel more welcomed in the store and hence hopefully shop more. The strategy contained features like: more staff members in the morning, more efficient use of the in-store kitchen, development of “We Care” strategy and others. Researcher’s own reflections and suggestions as well as the veracity conclude this bachelor thesis.</p>