The diploma thesis is focused on the duty of loyalty of shareholders (members). Although some legal experts consider this duty as a basis of any private law relations, duty of loyalty remains mainly overlooked in the business law area. Firstly, the diploma thesis explores the duty in broader view and describes its functioning in other countries, where duty of loyalty is traditionally respected: United States of America and Germany. The thesis continues to the development of the duty of loyalty in Czech Republic. Before 2014, this duty was not explicitly included in Czech law or no wide consensus about the legal source of this duty. The loyalty principle has begun to be recognized in 2006, when legal experts started to work with this term and set theoretical basis for this duty. Even if there was no consensus about the scope and range of the duty of loyalty and the existence of this duty itself, the duty of loyalty has been established in the judicature of Czech courts. Even Supreme and Constitutional Courts accepted this duty in its decisions. The role of Judicature for the duty of loyalty and its contend is significant. The change of Czech private law has brought substantial changes of this duty. From the 1st January 2014, the duty of loyalty is explicitly part of the Czech law and may be found in...

The duty of loyalty of a member of a business company This thesis deals with the topic closely connected with the field of corporate governance which is a part of corporate law. According to the American legal theory is duty of loyalty one of the fiduciary duties. The traditional classification of fiduciary duties is based on dualism - duty of loyalty and duty of care. But this concept is changing over time mainly due to case law. There is no settled opinion on the basic question how many fiduciary duties there are. Current opinion of the respected authority in this field - Delaware' Supreme Court is based on dualism of fiduciary duties, but not in the traditional meaning. The duty of loyalty includes according to the opinion of the judges not only conflicts of interests and self-dealing situations, but breach of good faith as well. On the other hand the traditional point of view was settled on two fiduciary duties - loyalty and care as well. Duty of loyalty was connected with conflicts of interest situations between principal and agent, when the personal financial interest of the agent was present. Duty of loyalty protected the legal position of the principal when agent managed entrusted property. The duty of care was connected with the interest of the principal and due performance of the agent with the...

Cette recherche a pour objectif de comprendre la résistance des consommateurs à l'entrée dans les programmes de fidélisation. Elle s'intéresse plus particulièrement aux mécanismes sous-jacents à cette résistance et à ses fondements. Prenant appui sur la sociologie de la traduction et le modèle des « Economies de la Grandeur», deux études qualitatives sont menées. La première repose sur l'observation de points de vente complétée par des entretiens auprès du personnel et des clients. Elle reconstruit le processus d'adhésion dans le point de vente en montrant les éléments qui peuvent justifier la résistance des consommateurs à l'entrée dans les programmes de fidélisation. La deuxième mobilise la méthode des récits de vie pour interviewer vingt sept répondants. Elle montre que ces derniers justifient leur résistance en émettant des critiques aux mondes « marchand » et « industriel ». Ces critiques proviennent des mondes « domestique », « civique », « de l'opinion » et « de l'inspiration ». A l'issu de ces résultats, une conceptualisation de la résistance des consommateurs à l'entrée dans les programmes de fidélisation est présentée. Elle met en évidence deux éléments préalables à la situation d'influence : (1) les régimes de justification et (2) la métacognition marchande. Elle montre aussi que cette résistance est modérée par des caractéristiques individuelles. / This research aims to understand consumer resistance against joining loyalty programs. It focuses in particular on the mechanisms underlying this resistance and its foundations. Building on the sociology of translation and the model of « Economies of Worth», two qualitative studies are conducted. The first is based on the observation of outlets complemented by interviews with staff and customers. It reconstructs the process of membership in the store, showing components that may justify consumer resistance against joining the loyalty programs The second conduct narrative interviews with twenty seven informants. It shows that respondents justify their resistance by issuing critics to « market» and « industrial» world. These criticisms come from the « domestic», « civic», « opinion» and « inspiration» world. These results build a conceptualization of consumer resistance against joining loyalty programs. It highlights two elements prior to the situation of influence: (1) regimes of justification and (2) market metacognition. It also shows that this resistance is moderated by individual characteristics.

Purpose: The effects of deceptive advertising practices on customer loyalty towards mobileservice providers have been investigated empirically by this study. The main contribution ofthis study is to investigate the perceived deception-customer loyalty relationship under themoderating effect of corporate image and mediating effect of customer trust. The study is done in the context of Pakistan’s telecommunication sector.Existing literature is insufficient to explain perceived deception and customer loyalty relationship. We proposed a model to test and explain the interrelationship of deception,trust, loyalty and corporate image. Research Methodology: we have adopted quantitative research method, according to needof our study. A total sample of 232 respondents has been achieved with the help of selfadministeredquestionnaire. Measurement scale for perceived deception were taken fromChaouachi & Rached (2012) and for corporate image, customer trust and customer loyaltyhave been found from Aydin & Özer (2005). Analysis & Findings: Descriptive and inferential statistical tools were used for analysis.Correlation analysis, simple and multiple regression analysis were conducted under theinferential statistical part. The findings have rejected the proposed hypothesis that perceiveddeception is negatively associated with customer trust and loyalty. We found customer trustas a mediator between perceived deception and customer loyalty while corporate imagemoderates the relationship between perceived deception and customer trust. Research Limitations: the study could not achieve highly representative sample of overallpopulation as Facebook was selected to conduct survey due to time constraint. Implications and future research: The study shows that deception in advertising perceivedby customer does not affect trust and loyalty in a negative way which suggests that there areadditional factor that can explain the relationship further. A comparative study withqualitative focus could be revealing in this context.

[pt] A indústria hoteleira vem se desenvolvendo significativamente nos últimos anos impulsionada por grandes investimentos privados e do governo no setor de turismo e infraestrutura. Inteiramente vinculada à demanda turística e inserida no setor de serviços, a indústria apresenta um composto variável de bens e serviços, que requer o entendimento das necessidades e dos desejos de seus clientes para adotar as estratégias adequadas. Tal mercado é particularmente sensível à qualidade dos serviços prestados e produtos oferecidos aos hóspedes. A satisfação do consumidor é, portanto, um dos principais objetivos do setor, que busca criar valor para os seus clientes ao antecipar e gerenciar suas expectativas, sejam elas no segmento de turismo de lazer, sejam no segmento de turismo de negócios. Nesta pesquisa alguns atributos apontados como essenciais aos serviços de hotelaria foram utilizados com o objetivo de entender como o mercado percebe um conjunto de hotéis localizados na cidade do Rio de Janeiro. Para tanto, foi realizado um estudo em que se empregou análise de correspondência para desenhar o mapa de percepções relativo a um conjunto pré-definido de atributos e hotéis. O mapa bidimensional indica prevalência dos atributos área de lazer e valor para a dimensão I e de um conjunto de atributos mais voltados para o segmento de negócios no caso da dimensão II, onde localização e restaurante são destaques positivos e qualidade do quarto e limpeza têm relevo negativo. O Othon Palace enfatiza os dois segmentos (as duas dimensões). O hotel Pestana Rio Atlântica prioriza o turismo lazer, enquanto que os outros oito hotéis pesquisados estão mais concentrados em torno da origem (coordenadas normalizadas com valor absoluto inferior a 0,4), o que caracteriza um posicionamento estratégico ambíguo, buscando privilegiar tanto o turismo de negócios quanto o de lazer. / [en] The hotel industry has been developing significantly in the last years, driven by large public and private investments in the tourism and infrastructure sectors. Said industry is entirely related to the demand of tourism activity and is inserted in the service sector. Additionally, it is made up of a variable of good and services, which requires the understanding of the needs and wants of its clients in order to adopt the adequate strategies. Such a market is particularly sensitive to the quality of services rendered as well as to products offered to guests. Therefore, customer satisfaction is one of the main objectives of the sector that strives to create value for its clients by anticipating and managing their expectations, be them in the leisure or business tourism segments. In this research some attributes considered to be essential to the services of the hotel industry were used with the purpose of understanding how the market perceives a group of hotels located in the City of Rio de Janeiro. To this effect, a study was done in which correspondence analysis was implemented to conceptualize the perceptions map concerning a group of predefined attributes and hotels. The bi-dimensional map indicates mostly leisure attributes and value to the Dimension I and a group of attributes pertaining to the business segment in the Dimension II, where location and restaurant stand out as positive factors and room quality and cleanliness have a negative relevance. Othon Palace hotel emphasizes the two segments (the two dimensions). Pestana Rio Atlântica hotel prioritizes leisure tourism, while the other eight hotels that were analyzed are more concentrated due to their origin (normalized coordinates with an absolute value inferior to 0.4), which characterizes an ambiguous strategic positioning, striving to excel both in leisure and business tourism.

Bakgrund: Finansmarknaden befinner sig i en förändringsfas där banker agerar i en allt mer komplex miljö. Till följd av en snabbt föränderlig marknad måste banker besitta förmågan att förändras och få saker att hända. Innovation har fått allt större fokus till följd av nya direktiv, såsom PSD2, och uppkomsten av nya aktörer på marknaden. Vidare är banksektorn en förtroendebransch där även lojalitet påvisats vara positivt för aktörer inom banksektorn. För att behålla sin position på den turbulenta finansiella marknaden behöver banker därmed arbeta med innovation, samtidigt som banker ständigt behöver fokusera på kundrelationer. För ett effektivt innovationsarbete krävs därtill en förståelse för hur innovation påverkar kundrelationer i form av lojalitet och förtroende. Syfte: Studien ämnar till att öka förståelsen för hur innovation påverkar lojalitet och förtroende inom banksektorn. Metod: Studien är en kvalitativ flerfallsstudie där sju fall har studerats. Vidare grundas studien i det hermeneutiska synsättet med en abduktiv ansats. Empiriinsamlingen består av åtta semistrukturerade intervjuer med medarbetare på svenska banker samt en semistrukturerad intervju med medarbetare på ett bankgemensamt innovationsprojekt. Empirin har även kompletterats med dokumentstudier. Slutsats: Studien visar att innovation ökar bankers möjligheter till att påverka de faktorer som bygger lojalitet och förtroende, samtidigt finns det stöd för att även de faktorer som motverkar lojalitet och förtroende påverkas. Det personlighetsbaserade förtroendet inom banksektorn har till följd av innovation skiftat till att riktas mot banken eller tjänsten istället för en enskild medarbetare på banken. Även det processbaserade förtroendet ökar till följd av ökade interaktioner. Då bytesbarriärerna minskar till följd av innovation visar studien att lojalitet inom banksektorn i större utsträckning kommer baseras på sann eller ingen lojalitet, och mindre på falsk och latent lojalitet. Slutligen visar studien att banker ser både utmaningar och möjligheter med innovation. Möjligheterna är främst kopplade till partnerskap och personaliserade erbjudanden. Utmaningarna är främst kopplade till Open Banking, att kunder blir illojala på bredden, minskade bytesbarriärer och risken för skandaler. / Background: The financial market is going through rapid changes where banks are acting on an increasingly complex market. This means that organizations within the financial industry must have the ability to change and adapt. The focus on innovation has increased as a result of new directive, such as PSD2, and the large increase of new organizations. Furthermore, both loyalty and trust are important within the banking sector. In order for banks to keep their position within the market, banks must simultaneously combine an innovative focus and a focus on customer relationships. To be able to work with innovation effectively there is a need for understanding of how loyalty and trust is affected by innovation. Aim: The aim of the study is to increase the understanding of how innovation affects loyalty and trust within the banking sector. Methodology: The study uses a qualitative multiple case study design where seven cases have been studied. The study is based on the hermeneutic philosophical standpoint with an abductive approach. The empirical data consists of eight semi structured interviews with bank employees and one semi structured interview with an employee at a bank collaboration. The empirical data has also been completed with additional documents. Conclusion: The result of the study indicates that innovation can be used as a way of increasing the factors that build both loyalty and trust. At the same time, the factors that reduce loyalty and trust is also affected by innovation. As an effect of innovation, trust based on personality within the banking sector is directed towards the bank or a specific service, rather than towards a specific employee at the bank. Trust based on processes is increased by the increased amount of interactions. The switching barriers are reduced by innovation, which indicates that loyalty within the banking sector will mainly be based on true or non- existing loyalty, and less based on latent and false loyalty. With innovation, banks identify several opportunities and challenges. The opportunities are mainly linked to partnership and personal offerings. The challenges are mainly linked to Open Banking, disloyalty by using several banks, reduced switching barriers and scandals.

Thesis (Ph.D. (Marketing))--University of the Witwatersrand, Faculty of Commerce, Law and Management, School of Economic & Business Sciences, 2017 / Keywords: brand equity, Samsung mobile phones, Generation Y, brand awareness, brand image, perceived quality, brand loyalty, brand satisfaction, brand love and consumption values. Samsung is the leading brand in the mobile phone industry, and is dominant over fierce competitors, such as Apple, Nokia, Huawei and Blackberry. This is evident from the 2016 global market share figures, where Samsung occupies the top position with 21.6%. The Samsung brand is also dominant in South Africa, having captured 46% of the market share. Consumers are also willing to pay a price premium for Samsung mobile phones. For example, as at June 2017, the Samsung S8 smartphone retailed for up to R14,799, with consumers still willing to pay this price. While from an organisation’s perspective the success of Samsung in the mobile phone industry is accredited to the global establishment of production bases, overhaul of quality standards, paradigm shift in management philosophies and substantial investment in marketing and product design, there is a need to understand what drives Samsung’s brand equity from consumers’ perspective. The understanding of Samsung’s brand equity is even more important among Generation Y, due to the fact that they constitute 25% of South Africa’s population, have a high purchasing power for luxury and technological products, and 95% of them own a mobile phone in South Africa. They use their phones to communicate with family and friends, listen to music and watch YouTube videos. For the measurement of brand equity, so that marketers are informed of the performance of their marketing and brand strategies, researchers recommend the examination of its sources. Models devised by Aaker (1996) and Keller (1998) provide various sources of brand equity, but how and which of these sources best influence brand equity has not been determined. Esch, Langner, Schmitt and Geus (2006) recommend that in order to measure brand equity holistically, sources of brand equity, including brand awareness, brand image, perceived quality, brand associations and brand loyalty should be measured in conjunction with other important brand relationship factors such as brand trust, brand satisfaction and brand attachment or love. This is particularly so, because consumers who have a strong relationship with a brand are likely to demonstrate positive attitude towards it. Despite this view, most researchers who have adopted the Aaker (1996) and Keller (1998) models to measure CBBE have not considered the explanatory roles of the brand relationship variables. iv Another important factor ignored in the measurement of sources CBBE are the various values (such as functional, monetary, emotional, customisation, and relational), as proposed by Chuah, Marimuthu and Ramayah (2014), consumers enjoy from the consumption of a brand. Recognising the importance of uncovering the value inferences that consumers hold of a brand, Keller (2003) suggests three types of values or benefits (functional, experiential, and symbolic benefits) consumers may enjoy from a brand. The monetary value, according to other authors, can also be important. How these values lead to brand equity, if at all, were, however, not further explored. This study therefore integrated the Aaker and Keller’s brand equity models, Esch et al. and Chuah et al. brand relationship and consumer value models, respectively, to propose an integrated conceptual model with eighteen hypotheses to measure the sources of Samsung’s mobile phones brand equity among Generation Y. Quantitative methodologies were used to collect data from 651 undergraduate and postgraduate students studying at the University of Johannesburg and University of the Witwatersrand to empirically test the proposed model. The hypothesised relationships in the model were empirically tested using structural equation modeling. The results revealed that out of the eighteen hypotheses tested, twelve were accepted. Specifically, brand awareness, brand image, perceived quality, monetary value and functional value had a positive effect on brand satisfaction. Brand satisfaction positively drives brand love. Consumers who expressed love for the Samsung mobile phone brand were found to be loyal. Brand loyalty, which was found to have a positive impact on brand equity, was influenced positively by monetary value. In addition to brand loyalty, brand equity was influenced positively by perceived quality, monetary value and symbolic value. Overall, 56% of Samsung mobile phone brand equity was explained by brand awareness, brand image, perceived quality, monetary value, functional value, symbolic value, brand satisfaction, brand love and brand loyalty. While it will be important for future studies to identify other factors, which may increase the explanatory power of Samsung’s brand equity among Generation Y in South Africa, this study’s theoretical contribution suggests an integrated conceptual model to holistically measure customer-based brand equity not only in the telecommunication sector, but for other products and sectors. Practically, Samsung and other marketers responsible for managing competing v brands such as iPhone, Nokia, Huawei can use these findings to develop relevant marketing strategies that resonate with this large and lucrative Generation Y market segment. / GR2018

The dissertation is focused on research of the general duties of members of the board of directors in a capital company, in particular the duty of loyalty. Besides the duty of loyalty, members of the board of directors have a duty to act with due managerial care. The doctrine paid attention to the specification of the duty to act with due managerial care but there has, as yet, been no attention paid to the duty of loyalty. The new legislation contained in the Civil Code Act n. 89/2012 Sb. (CC) subordinates the duty of loyalty under the duty to act with due managerial care. The subject of the dissertation is research of the nature, origin, and function, of the duty of loyalty. The conclusion of the dissertation is the confirmation of the hypothesis, that the duty of loyalty by which a member of the board of directors is bound, is a fiduciary duty and an independent duty, which is not a part of the duty to act with due managerial care.

This diploma thesis deals with the topic of an employee's duty of confidentiality in a basic labour relationship. It seeks to find an answer to the question of whether there is some kind of a "general" employee's duty of confidentiality of certain facts, to which all the employees must oblige. The Czech Labour Code does not explicitly define this duty. If a general duty does not exist, it would have to be stipulated contractually. This diploma thesis is divided into four parts. The first part pays attention to the duty of confidentiality as such. It focuses on its content because it is essential to clarify what the "duty of confidentiality" means. Definitions of the duty of confidentiality created by different expert literature authors are covered in this part including the definition created by the author of this thesis. The second part represents the core of this diploma thesis since it deals with an employee's duty of confidentiality as it is stipulated by the Labour Code. The author addresses the so-called "special" duties of confidentiality which are explicitly stated in the Labour Code for certain groups of employees. Moreover, this part examines the general duty of confidentiality applicable to all employees who carry out work based on a concluded basic labour relationship. An employee's...

Background: Due to the deregulation of the European airline industry within the 1980’s, competition between airlines has intensified greatly. The emergence of low-cost carriers has given rise to the competition on price. However, meeting customer demands and delivering high-quality service, beyond the mere price factor, is still crucial for an airline’s survival. Previous literature has focused on the interactive marketing aspect between employees and passengers when it comes to service quality and customer satisfaction. Today, there is a gap between what management does to satisfy its employees. This research will evaluate what should be done by management in order to meet customer expectations and perform an excellent service.   Purpose: The purpose of this study is to determine how Germania’s management inhibited its employees in delivering superior service quality and how distributed communication within the Service Marketing Triangle negatively affects the Internal Marketing Model. The study’s empirical findings contribute to existing internal marketing literature and result in an extension of the Internal Marketing Model according to Ahmed and Rafiq (2002).   Method: A qualitative method consisting of semi-structured interviews with four former airline employees and two focus groups of 13 students was applied. This setup gives insight into both the consumer and employee perspective. Additionally, to handle the great amount of data, a thematic analysis was applied.   Conclusion: This study shows how Germania inhibited its employees from performing their work and deliver the service quality that was expected by customers. These inhibitions were mainly found in the tools that the company provided. The shortcomings can be found within the Service Marketing Triangle and an extension of the Internal Marketing Model is concluded from these. The findings and existing theory prove, that employee motivation, job satisfaction and employee empowerment are crucial aspects when it comes to meeting customer expectations and hence, delivering excellent service. The degree of the employees’ empathy, competence, and professionalism determine, whether the customer is satisfied and whether they are loyal to the airline.