Abstract The importance of customer retention has become a major theme in the literature since the 1990s when empirical studies showed that retaining 5% of customers could lead to an increase in profits ranging from 25% to 85%. However, customer retention does not appear to have moved from the theoretical into the practical world. Specifically, there were few empirical studies which focused on customer retention and none were identified in the New Zealand accommodation sector. The travel and tourism industry contributes approximately 9% to New Zealand’s GDP, and 10% of all spending by travellers and tourists is in the accommodation sector. Impacts, such as seasonality, characterise the accommodation sector and many establishments have occupancy rates which can fluctuate from 90% to 30% in the off-season. With average annual occupancy rates for New Zealand hotels and motels hovering around 55%, retention is a strategy that owners and managers could implement in order to increase occupancy and profits. In this study the research question was based on a review of the literature and the a priori knowledge and experience of the researcher. To ensure the research question framing this study was answered in the most exhaustive and comprehensive manner a seven step research process based on work by Bourgeois (1979) was followed. Data was gathered using both deductive and inductive methods in order to nullify the two main research problems raised by Bourgeois (1979). First, that theories are cast at a high level which is removed from reality and second that empirical studies often result in just a description of the data. In the deductive phase of this study a survey was mailed to New Zealand accommodation establishments that provided accommodation and meals, and had a liquor licence. The main focus of this survey was to learn what owners and managers understood about guest retention and to answer the first research objective. It was discovered that New Zealand accommodation managers: actively work to retain their guests; know the value of guest retention; understand the links between guest satisfaction, loyalty and retention; understand the specific reasons behind guest defections; understand the importance service recovery; and understand how loyalty schemes lead to guest retention. The second phase was a case study involving three accommodation establishments. These findings added depth to the study and allowed for new knowledge to be extrapolated from the findings. It was discovered that in two establishments the focus was guest satisfaction and building relationships with customers. Whilst the resort hotel did have a strategy to encourage lapsed business to return this wasn’t measured or monitored. Thus the second research objective was answered. In the penultimate chapter an amended profit chain has been proposed which included ‘Building Customer Relationships’ as the link between satisfaction and profitability. This is based on the finding that the case establishments saw retention as a proxy for satisfaction and, therefore, focused on satisfying guests and building personal relationships as methods of guest retention. The research question framing this study can be answered by saying that the strategies used by owners and managers in New Zealand accommodation establishments to manage guest retention tend to be related to guest satisfaction and building personal relationships. However, this is not because they do not understand guest retention but see it as part of the bigger picture involving the building of relationships with guests.

L’établissement juridictionnel de la preuve recouvre la recherche, la présentation et l’appréciation des preuves lors d’un procès. Cette étude vise à saisir, s’il existe entre les juges administratif, civil et pénal qui jugent en matière fiscale, une unité dans l’établissement de la preuve. Il s’agit d’une étude de droit comparé interne. A première vue, l’établissement juridictionnel de la preuve est, devant les juges de la matière fiscale, le fruit de procédures différentes qui sont adaptées aux litiges qui leur reviennent de juger. Sous cet angle, chaque juge de la matière fiscale dispose d’un office qui lui est propre. Chaque procédure dispose ainsi d’une identité spécifique qui imprime sur la réalité factuelle un particularisme. La preuve judiciaire dispose ainsi d’un aspect vernaculaire qu’il convient d’identifier. Toutefois, l’établissement juridictionnel de la preuve peut révéler un autre visage. L’affirmation de principes fondamentaux qui conditionnent l’établissement de la preuve atteste qu’au-delà des différentes procédures se dessine une fondamentalité probatoire qui unit les juges administratif, civil et pénal tant en matière fiscale qu’en dehors de ce champ. Ces principes fondamentaux – qui sont ici identifiés – forgent une unité partielle dans l’établissement juridictionnel de la preuve. Sous cette lumière, une conception partagée de la vérité judiciaire s’affirme sur le fondement d’une vision commune de la Justice. / This essay deals with the search, the submission and the evaluation of the evidence in a trial. This work is a comparison between administrative, civil and criminal judge in matter of evidence. At first glance, the fact finding process is based on different procedures and each judge has a proper role. Each procedure has a distinctive identity. However, another face of the fact finding process is being seen. The continued development of fundamental rights transforms the fact finding process. In this light, fact finding process provides a relative unit on the base of a common understanding of Justice.

Le recours fréquent aux serments pendant la décennie révolutionnaire a déjà attiré l’attention de nombre d’historiens. Le serment civique a été surtout considéré en tant qu’acte significatif autour duquel semble s’être joué la légitimité révolutionnaire. Effectivement, du serment du roi et des députés de février 1790, à celui des prêtres adhérents à la Constitution civile du clergé, ou encore à celui que la troupe doit prêter après la fuite du roi, des formules constitutionnelles de 1791 et 1792 à celles de haine à la royauté de l’âge du Directoire, jusqu’aux variations apportées par Napoléon, le serment est un élément fondamental de la grammaire politique révolutionnaire. Mon projet de recherche se propose de considérer le serment dans une perspective plus vaste, en comparant la situation française aux expériences des Républiques Sœurs, en élargissant mon propos jusqu’à l’âge de la Restauration pour révéler l’importance du serment dans la culture politique contemporaine. / This thesis aims to study the characteristics of political trust and loyalty during the eighteenth century and the French Revolution. These characteristics are essential to understand the revolutionary culture, as they involve one of the most divisive issues of that time : civic oath. My thesis is aimed to clarify how the experience of oaths shaped the relationship between citizens and power during the revolutionary decade (1789-1799) in France and in Italy, and how this relationship is empowered by narratives taken from religion, the culture of honor, and ideology. From a wider, transnational viewpoint, my primary goal was to provide a deeper look into this key topic of the historiography of French Revolution.

Consumer experience plays an increasingly significant role in influencing the success of most businesses. The concept of ‘consumer experience’ has become an important area of study within the disciplines of marketing and consumer behavior. Regardless of its positive attention, this phenomenon has received in recent years; the clarification of consumer experience quality in online communities has remained unclear and needs a detailed theoretical base. In addition, it has been assumed that there is a relation between consumer experience quality and brand loyalty, nevertheless, there is limited research to confirm this theoretical proposition. The purpose of this study is to gain an in-depth perspective on the concept of consumer experience quality and its dimensions in the online community. The Internet has changed the behavior of consumers significantly where individuals have used online communities to interact with one another. These online communities enable individuals to connect globally in order to communicate effectively since inappropriate communication activities can affect the image consumers have formed with a particular organization from online social networks. As a result, the traditional way of communication is changed using interactive platforms. Data was collected through qualitative and quantitative research using an online blog where consumers shared ideas, experiences and interacted with each other about their experiences of Weightwatchers and Slimming World in the United Kingdom. The qualitative research was done by applying Netnography technique that uses content analysis of consumer reviews of their experiences in the Health and Diet online communities. Using the PLS-SEM, the structural model proposed in this study revealed a significant positive relationship between pragmatic experience and overall quality experience. Thus, the current study maintains the notion that pragmatic experience is a key determinant of overall quality experience. In addition, finding of this study suggests that consumers assess their online experience when participating in “health and diet online communities”. These pragmatic components are reflected in the consumers’ benefits gained during interacting with the online community. Furthermore, it was evident that consumers view the online community as important in relation to their feelings and enjoyment because the forum provides them with the opportunities and preferences to share health and diet information with other community members. Consequently, the participants in the “health and diet online communities” will eventually generate moods, feelings and emotional experiences after interacting with each other in order to develop an affective relationship with a company’s brand and products.

O objetivo desta dissertação foi verificar a existência de padr6es partidarios de recrutamente de deputados para as Comissões Permanentes da Câmara dos Deputados na legislatura de 1995-1998. 0 ponto de partida foi o exame da trajetória profissional e politica de cada deputado disponível no Repertório Biográfico publicado pela Câmara dos Deputados e a listagem da composição das Comissões Permanentes. A hipótese que orientou esta pesquisa foi a de que o sistema de comissões representa um incentivo para que os partidos selecionem de forma mais cuidadosa os parlamentares indicados estrategicamente para sua composição / The objective of this work was verifying the existence of party patterns in deputy recruiting for the Deputy Assembly Permanent Commissions, in the 1995-1998 legislature. The starting point was the examination of the professional and politics course of each deputy available in the Biographic Repertoire published by the Deputy Assembly and the Permanent Commissions composing lists. The hyphothesis that guided this research was that the commission system represents a support so that the parties can select in a more careful way the congressmen strategically indicated for its composition.

Dagens digitala och allt mer uppkopplade värld har en omfattande påverkan på bådemänniskor och organisationer. Ur ett marknadsperspektiv och uttryckt i dess vokabulär innebär detta att både kunder och företag påverkas. Det gäller såväl hur kunden efterfrågar, söker och hittar produkter som hur företagen tillfredsställer och levererar utefter kundernas behov. Detta gäller generellt i vår digitala värld och inte minst påverkas varumärken och varumärkesbyggande kraftigt. Ett område som utvecklats explosionsartat i sammanhanget är sociala medier. Studien syftar till att studera sociala medier som ett viktigt verktyg förvarumärkesbyggande inom företag och organisationer. Målet med studien är att ge företag och organisationer en ökad förståelse i byggandet av varumärken på sociala medier. För att möta syfte och besvara frågeställningen har en kvalitativ studie genomförts. Det empiriska materialet har samlats in genom sex stycken semistrukturerade intervjuer med personer som är verksamma inom varumärken och sociala medier. Studien har kommit fram till att det finnsstor potential för företag och organisationer att använda sig av sociala medier när de bygger varumärken. Ett lyckat varumärke gör det möjligt att bygga relationer med konsumenterna som med tid och ett lyckat varumärkesarbete leder till lojalitet. Varumärkesuppbyggnad är således en process som i de flesta fall behöver byggas upp över tid för att skapa ett så stort värde för både företaget och organisationen men också för konsumenterna. / Today's digital and increasingly connected world has a major impact on both people and organizations. From a market perspective and translated into its vocabulary, this means that both customers and companies are affected. It applies both to how the customer requests, searches and finds products and how companies meet and deliver customer needs. This is generally the case in our digital world, and not least, trademarks and branding are heavily affected. An area that has developed explosively in this context is social media. This study aims at studying social media as an important tool for branding within companies and organizations. The aim of the study is to give companies and organizations an increased understanding of the construction of trademarks using social media. In order to answer the purpose and question, a qualitative study has been conducted. The empirical material has been collected through six semi structured interviews with people active in the area of trademarks and social media. The study has come to the conclusion that there is great potential for companies and organizations to use social media when building brands. A successful brand makes it possible to build relationships with consumers and this leads to loyalty. Branding is a process that, in most cases, needs to be built over time in order to create the best value for companies and organisation, and also the consumers.

La première source de la business judgment rule a été la jurisprudence. Celle-ci a été la source des codifications incitatives et contraignantes. Nos recherches ont mis en évidence deux types de formulations de la business judgment rule. Le premier type est la formulation prétorienne lato sensu et stricto sensu. Le second type est la formulation codifiée (Model Business Corporation Act, Corporate Director's Guidebook, Principles of Corporate Governance, lois limitant la responsabilité personnelle des dirigeants). De plus, nos recherches ont dégagé 9 types de termes qui se retrouvent dans tous les types des formulations. Les 4 premiers types de termes correspondent respectivement (1) aux pouvoirs des dirigeants et à leur discrétion, (2) au statut des dirigeants, (3) aux devoirs des dirigeants, (4) aux degrés de devoirs requis et à la gravité de la transgression de ces devoirs sanctionnée (standard of conduct). Les cinq types de termes suivants correspondent respectivement (1) au droit à l'erreur, (2) à la présomption de comportement/conduite, (3) au refus d'un contrôle judiciaire, (4) à la charge de la preuve, (5) à la justification de la business judgment rule (standard of revision). Les deux différences fondamentales entre les formulations de la business judgment rule sont les suivantes. La première différence se situe au niveau des conditions d'application de la règle et concerne la relation entre le standard de conduite, c'est-à-dire le type des devoirs, le degré des devoirs et la gravité de la transgression des devoirs, et le standard de responsabilité, c'est-à-dire les devoirs examinés quand la business judgment rule s'applique. La seconde différence fondamentale entre les formulations se situe au niveau des effets de la règle et concerne l'étendue d'un contrôle judiciaire sur le résultat de l'action ou de l'omission des dirigeants, c'est-à-dire le prix grossièrement inadéquat, l'abus de discrétion, le dépassement grossier, etc. / The first source of the « business judgment rule » is the jurisprudence. The jurisprudence was the source of the « soft law » and « hard law » codifications. The research showed two types of formulations of the « business judgment rule ». The first type is the jurisprudence formulation lato sensu_and stricto sensu. The second type is the codification formulation (Mode) Business Corporation Act, Corporate Director's Guidebook, Principles of Corporate Governance, lois limitant la responsabilité personnelle des dirigeants). The research showed nine types of terms which may be found in the formulations of the « business judgment rule». The first four terms correspond respectively to (1) the powers of the governors of the corporation and their discretion ; (2) their status ; (3) their duties, and (4) the degree of their duties. This first type of terms constitutes the standard of conduct. The next five types of terms correspond respectively to (1) the right to the error; (2) the presumption of the conduct; (3) the refusal of judicial review; (4) the burden of proof; (5) the justification of the « business judgment rule ». This second type of terms constitutes the standard of revision. There are two fundamental differences between the formulations of the « business judgment rule ». The first difference is situated at the level of the conditions of application of the « business judgment rule », and concerns the relations between the standard of conduct and the standard of revision. The second difference is situated at the level of the effects of the « business judgment rule » and concerns the scope of judicial review.

With the significant shifts and upheaval in the marketplace due to digitalisation, and evolving customer behaviour, it is becoming increasingly imperative for businesses to build and maintain strong connections with their customers. This new business setting causes major implications for companies’ formulation of strategies. Therefore, this thesis aims to map out points-of-parity and points-of-difference with regards to how two companies leverage customer emotion, customer engagement and customer loyalty in order to achieve growth, which is defined as the stages of customer acquisition, customer development and customer retention. In addition, the purpose is to explore advocacy and its role for igniting further growth. The study is conducted in the form of a comparative case study of two digital B2C companies: the media company Freeda and the food delivery service Deliveroo. The Framework for Customer Growth and the Cycle of Advocacy-Ignited Growth guide the analysis. The main findings include that companies’ core propositions determine their emotional strategy as well as personalisation being considered the most significant aspect of customer engagement. Moreover, the role of advocacy can be taken on by various stakeholders and is not limited solely to customers.

Syfte: Syftet med denna uppsats är att undersöka kompetensutvecklingens roll inom dagligvaruhandeln och möbelbranschen samt hur den påverkar de anställdas motivation och deras lojalitet till företaget.  Forskningsfrågor:  Hur använder ledningen inom dagligvaruhandeln och möbelbranschen kompetensutveckling för att motivera sina anställda? Hur påverkar kompetensutveckling serviceanställdas lojalitet till företaget inom dagligvaruhandeln och möbelbranschen?  Finns det några särskiljande karaktärsdrag för kompetensutveckling inom dagligvaruhandeln respektive möbelbranschen? Metod: Studiens empiriska data utgår från tio stycken intervjuer med anställda i olika positioner inom dagligvaruhandeln och möbelbranschen samt experter inom kompetensutveckling. Studien har en abduktiv ansats.  Slutsatser: Studiens resultat visar att kompetensutveckling bidrar i allt större grad till att skapa lojala och motiverade anställda. Det har påvisats både likheter och skillnader dagligvaruhandeln och möbelbranschen emellan, men en slutsats som framkommit är att strukturen på organisationen spelar en stor roll i hur kompetensutvecklingen används. / Purpose:The purpose of this thesis is to research capacity building and its function in the grocery and furniture industry and how it affects employee’s motivation and their loyalty to the company.                                                                                                                                                                                          Research questions:  How does management in the grocery industry and the furniture industry use capacity building to motivate their employees? How does capacity building affect the service employee’s loyalty to the grocery industry and the furniture industry? Are there any distinctive features for capacity building between the grocery industry and the furniture industry? Method:The study is based on ten interviews with employees in various positions in the grocery and furniture industry as well as experts in capacity building. The qualitative study has an abductive approach. Conclusion: The study's results shows that capacity building is increasingly contributing to the creation of loyal and motivated employees. Similarities and differences between the grocery industry and the furniture industry have been demonstrated, but a conclusion has appeared that the structure of the organization plays a major role in how capacity building is used.

With the growth of self-service technologies in retail stores and services, service failure of the technology is seemingly inevitable. This has lead to the question of how these failures influence customers, specifically their satisfaction and loyalty. Customer satisfaction and loyalty drives businesses forward and gives them the competitive advantage. The aim of this bachelor thesis is to explore if joint recovery has outcomes in customer satsifaction and loyalty in retail self service technologies. Service recovery is an important factor when discussing self-service technology use in buisnesses and therefore this research aims to help further the knowledge and insights on this. The research questions therefore revolve around different aspects that affect customer satifaction and loyalty during service failure with SSTs (self-service technology). In order to fulfil the purpose and aim of this study, there has been a specific methodology chosen and explained that has been taken from the different theories chosen and prior peer-reviewed literature. The methodology revolves around the survey methodology and involves different research approaches and methods. The results of the study demonstrate that joint recovery has benefits in customer satisfaction and loyalty. Additionally, the study shows that organizations use of procedural justice will have an impact on customer satisfaction after service failure in retail self service technologies. Results also show that influencing factors for customers to participate in recovery are money and to improve the situation. New findings show that normal attribution behavior switches in retail self-service due to reccuring failure. These are the basis of the conclusions drawn from the research.