El objetivo de esta investigación es analizar como las reseñas en el social media afectan al valor de marca de los hoteles 5 estrellas en el distrito de Miraflores de la ciudad de Lima. El estudio inicia con la investigación en fuentes con la finalidad de definir los conceptos de: social media, reseñas online, turismo, conocimiento de marca, imagen de marca y lealtad de marca; además de conocer el contexto actual del sector hotelero. Después, se enmarca en una investigación que utiliza una metodología mixta (cualitativa y cuantitativa) con un alcance exploratorio y correlacionar. En la fase cualitativa, se realizan entrevistas a profundidad y estructuradas a expertos digitales del social media y branding. Asimismo, usuarios representantes del servicio hotelero. Finalmente, en la fase cuantitativa se aplica un cuestionario a una muestra de 282 personas hospedajes en los 9 hoteles de cinco estrellas de Miraflores. Se obtiene como resultado que efectivamente las reseñas positivas o negativas afectan al valor de marca de los hoteles. Por ello, a mayor experiencia del cliente con las plataformas donde el consumidor participa y crea contenido, esta influirá en sus actitudes hacia valor de marca de los hoteles. Además, influye tanto en su decisión de compra como selección del hotel, dependiendo de las calificaciones anteriores en dichas plataformas. Finalmente, se proponen acciones para los gerentes de los hoteles. / The objective of this research is to analyze how the reviews in the social media affect the brand value of the five stars hotels in the Miraflores district of the city of Lima. The study begins with research in sources with the purpose of defining the concepts of: social media, online reviews, tourism, brand awareness, brand image and brand loyalty; besides knowing the current context of the hotel sector. Later, it is part of a research that uses a mixed methodology (qualitative and quantitative) with an exploratory and correlational scope. In the qualitative phase, in-depth and structured interviews are conducted with digital experts of social media and branding. Also, users representing the hotel service. Finally, in the quantitative phase a questionnaire is applied to a sample of 282 people staying at the 9 five-star hotels in Miraflores. The result is that effectively positive or negative reviews affect the brand value of the hotels. Therefore, the greater the customer experience with the platforms where the consumer participates and creates content, this will influence their attitudes towards the brand value of the hotels. In addition, it influences both your purchase decision and hotel selection, depending on the previous ratings on those platforms. Finally, actions are proposed for hotel managers. / Trabajo de investigación

Vi har funnit att det finns få studier som analyserar relationen mellan generationstillhörighet och konsumentlojalitet. Inom befintlig företagsekonomisk forskning råder det heller ingen konsensus gällande lojalitetsbegreppets innebörd. Vad tidigare forskning ej beaktat är huruvida generationstillhörigheten influerar konsumentlojaliteten vid olika sorters köp. I denna flerfallstudie med kvalitativ inriktning har syftet varit att analysera generation X-respektive Z:s köpbeteende, då de skiljer i uppväxt, tankesätt och egenskaper vilket vidare antas påverka lojaliteten. Studien resulterade i att de två generationernas konsumentlojalitet uppträdde på olika sätt, då skillnader i attityden och beteendet var framträdande. Genom detta resultat har studien indikerat att generationstillhörigheten är av central betydelse vid förklaring av konsumentlojaliteten. / When discussing consumer loyalty, generational affiliation is a matter of interest. Research shows a discordant meaning when evaluating consumer loyalty. Previous research has not taken into account whether generational affiliation is a matter of importance in different types of consumption, and whether it affects consumer loyalty. The purpose of this multiple case study was to analyze whether consumer loyalty is significant with generational affiliation. Two generations that have been selected and analyzed are generation X and Z. The generation gap is of interest since their childhood, attitudes, and beliefs differ and is in this study assumed to influence their consumer loyalty. The result was that the two generations differed in various ways in their consumer loyalty, generation X and Z:s attitudes and behavior were expressed differently which influenced their consumer loyalty. With this result, the study indicates that generational affiliation is influencing consumer loyalty and has a central importance.

Diplomová práce je návrhem marketingové strategie zaměřující se na věrnostní programy módní firmy. Věrnostní program slouží k prohlubování vztahu se zákazníky, navýšení tržeb a lepší cílení reklamy. K vybudování fungujícího věrnostního programu je třeba analyzovat současná situaci firmy, ale také zjistit požadavky a přání zákazníku firmy. Neméně důležitým krokem je také představení věrnostních programů ostatních mezinárodních firem.

The diploma thesis deals with strategic brand management. Analyzes the brand of both internal and external pesrpectives and presents a comprehensive analysis of the company’s brand. Factors influencing the customer loyalty and their importance in terms of the actual client perception, that serve as starting points for the proposal part, are identified. Main intention of these part is to create proposals for the development of a brand in accordance with the strengthening of a customer loyalty and with the recommended procedure of action for the future.

This Master´s thesis deals with the analysis of the factors influencing the customer satisfaction of RM Servis, authorised Peugeot car dealer. The aim was to set up useful method of measuring customer satisfaction, loyalty, and customer value. This would enable the company to follow the current situation, and to focuse on improvements. I have also included the suggestions on how to improve the overall customer satisfaction, and a calculation of an impact of the implementation on the profitability.

This Master's thesis deals with entrepreneurial prospectus of Invia.cz, Ltd company. The aim of the thesis is to propose a motion of the customer loyalty programme for the clients of the travel agency. The objective of my thesis is to create a simple and attractive loyalty programme, which will contribute to the creation of long-term relationship between the company and its clients as well as to gaining and obtaining customers in the competitive environment.

Tato diplomová práce je zaměřená na možnosti posílení loajality zákazníků společnosti Atlas Copco Compressor Technique. Teoretická část objasňuje pojmy jako marketingový výzkum, dotazník, zákazník či loajalita. Závěr první části je věnován modelu Net Promoter Score, programu, který je také použit k vypracování samotné analýzy součastné spokojenosti a loajality zákazníků. Výsledky z této analýzy spolu s pozorováním, které autor v podniku provedl, slouží v závěrečné části práce k návrhům, které by měly mít za následek zvýšení počtu loajálních zákazníků této společnosti.

The objective of the thesis is on the basis of theoretical knowledge and fieldwork to conduct a marketing survey, which will evaluate customer satisfaction in the retail store. The results of the survey and analyses will provide necessary documents to develop proposals and recommendations leading to increased customer satisfaction and the objective of the thesis.

This master’s thesis deals with clients' satisfaction and loyalty to the company Kooperativa Inc., Vienna Insurance Group and its product, investment life insurance Perspektiva. The theoretical part explains the basic concepts related to this topic, analytical part, introduces the company, the product and carried out research. Final part, based on modern methods of investigation, proposes the recommendations of steps which increase the level of customer satisfaction.

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.