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This research has been done on a mission from Atlas Copco Secoroc AB, DTH department. The focus and purpose of the study is to acknowledge the important factors you need to take advantage of when it comes to offering bundles. There is also a theoretical purpose, which is to investigate if communication together with bundles can create loyalty and, how this three factors affect each other. This is a somewhat overlooked research area within the bundles theory and is therefore of keen interest for this case. The research has been conducted through seven in-depth interviews with people related to Atlas Copco Secoroc and the sell-buy transactions.  The interviewed people were customers, sales persons, service technician, distributions co-ordinator and price department personnel. There was also investigative quantitative research done, where nineteen customer centres were asked to reveal competitor’s customers net price on different products. The interviews could not have been conducted without a literature review done within the subjects of bundles, communication, loyalty and price strategies. These four topics together with how the order works and the contact between different instances worked as the base for the interviews. The literature review plus learned information on Secoroc was the basis of the knowledge needed to conduct the interviews. The key factors found in the research that Secoroc needs to take advantage of are communication within the company, and with the customer and also the importance of relationship building. This is something a majority of the interviewed persons believe is missing, or hard to have time for, and something that theory puts a lot of pressure on. Better communication will lead to easier sales, better relationships and through that, increased loyalty. It will facilitate the sales of bundles and the communication will help in the creation of bundles. The findings include a suggestion where the mission is to involve Secoroc deeper with their customers. The findings suggested that a reason for the missing contact is because lack of resources. Therefore the solution is to employee service technicians in high-loaded areas. Through that a more regular and close contact will be established. Customers can concentrate on the drilling and Atlas Copco Secoroc will take care of the administrative work. Further research has to be done within subject of how to divide the invoice when more then one product company is involved in the bundle. Connected to this is how the reward should be divided between involved sales persons. A redevelopment of the system is needed and therefore more knowledge and research over how that can be accomplished must be acquired.

This bachelor thesis studies the impact of social networking on customer loyalty. Customer loyalty is defined as a commitment to re-buy a specific product or service in the future, despite external influences. There are several influencers of customer loyalty that must be taken care of, e.g. core offering, demographics, elasticity level or share of wallet. The objective of this thesis is to investigate the factors that influence customer loyalty through social networking on Facebook. In order to achieve that, the author has reviewed academic literature on the topic of customer loyalty, as well as on social networking and the ways in which Facebook is used as a marketing tool.

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Background      Catering to customer needs and wants by, at the same time, reaping maximum profits has, since the beginning of trade, been a tricky task for companies. Customer-segment pricing, i.e. offering lower prices to different target group segments, and its retail manifestation, student discounts, cater to students’ budgetary constraints, serving not only their particular needs but in return offering the company the possibility to reap long term profits from loyal students. High levels of price sensitivity among students provide companies a welcome point of action to address students and make them both attitudinal and behavioural loyal customers by means of financial incentives. The Mecenat card grants students access to those discounts – but does it help to make them loyal? Purpose            The purpose of this thesis lies in the exploration and description of a potential relationship between customer-segment pricing, i.e. student discounts and the formation of student loyalty. This exploration shall further be accompanied by a thorough analysis of the Mecenat card as a loyalty program and its ability to evoke student loyalty within the student body of Jönköping International Business School. Method             The research interest was served best by conducting qualitative prior to quantitative research. The focus groups allowed for a first insight into the topic and students’ opinions. These findings were then described by means of content analysis and further processed in quantitative research. An electronic survey was used to collect data from a sample drawn out of the total population of JIBS students. The data then was processed by means of descriptives, correlations, T-tests and factor analysis. Conclusion        Students at JIBS are a highly profitable customer segment, willing to be both attitudinal and behavioural loyal to stores that cater to their budgetary constraints by offering student discounts. The Mecenat card, however, due to low awareness and usage levels within the student body does not facili-tate, but rather hinders, the development of student loyalty. Thus, the find-ings were also processed into managerial implications that could help im-prove the service, such as improvements in communication

Abstract The aim of this study is to examine the relationship between customers and the telecommunication service provider regarding customer support service. The authors focus on customers support service as a tool of enhancing relationship between customers and telecommunication service provider and to come up with a “best practice” for the customer-support service in the telecom industry. The research has been conducted with recent relevant literature from academic viewpoint such as the relationship marketing, customer loyalty, customer dominant logic, customer support service and triggering factors for switching. After reviewing all of literatures authors have adequate knowledge how to enhance and sustain long term relationship with customers. Nearly every literature stipulates from customers perspective business operations for long term relationship. To accomplish research aim, authors conducted with an explorative research approach and with the help of a designed descriptive questionnaire which consist of seventeen close-ended and open-ended questions. The target group was sixteen master level students of Karlstad University who belong to nine different countries. From the interview, authors try to explore respondents’ experiences and acceptation from customer support service. Authors reached at the conclusion on the basis of collected qualitative information that the effective customer support service plays a vital role for enhancing the relationship between customers and telecom service providers. It is also evident throughout the research that the customer support service is the key link between the customer and the telecommunication service provider. / TeliaSonera

The Internet as a new media has two distinct and powerful advantages: interactivity and data collection. The emergence of Web2.0 has taken advantage of these characteristics to provide a powerful platform for sharing opinions and communication in virtual communities. However, successfully managing a virtual community is the same as managing a company. The most important thing is to maintain a good relationship with its customers and retain loyal customers. Much previous research has reported that maintaining a good relationship with customers can produce long-term benefits to the organization. The purpose of this research was to investigate whether customer relationship and loyalty can be affected by the perceived interactivity of a website. We developed a research model and conducted an online survey on eight representative websites to collect data. The results show that there is no direct positive influence between the interactivity of a website and customer loyalty. However, significant indirect relationships exist. That is, the perceived interactivity of a website can affect the relationship quality, which will in turn affects customer loyalty. Relationship quality has a mediating effect between website interactivity and customer loyalty.

The era of increasingly well-developed communication, network, along with this wave of change, and the globalization, the economic opportunities brought by virtual world, is nothing more than companies do their utmost to pursue the scope. Increase the added value of products or services to enhance corporate profitability, originally only be used for sales of products and services in the physical store, joined network store sales and let the results of the rapid growth of invisible. But, what's the difference with the physical store, when in contact with the consumer products and services through web services. Will internet service changes product attributes in response of the consumers decision-making behavior? What's the important factor in rely on the procurement of online shoppers? The special attributes of the virtual economy, let us know, why trust is the reason of consumers purchase goods and services on recognized intermediary platform, and they gradually accumulating customer loyalty and purchasing intention. For this reason, we explored the trust antecedents, attribute dimensions, and how trust link to the loyalty and purchasing intention, as well as their composition and influencing factors. And based on the objects of online potential shopping group for the research topic, the trust associated with e-commerce community loyalty and customer purchase intention. By the stratified random sampling, a total of 248 samples were taken, and use of path analysis and stepwise regression to analyze the data in parallelly. In this study, convenience sampling questionnaire survey found that: "Personality-based trust", "institution-based trust" and "knowledge-based trust", link to the" customer loyalty "and" " purchase intention" via "Intermediaries trust. Trust in intermediaries¡¦ link to online shopper¡¦s purchases intentions, through "customer loyalty" with direct and indirect effects. The significant differences found, by analysis of the online shoppers demography of with and without the shopping experience in the past three months show on the trust of intermediaries. Therefore, we confirmed once again that the trust of the E-commerce community and its strong related items.

This study tries to reverse the direction of previous impression management studies from an employee-centric perspective to supervisor-centric perspective. By conducting supervisor¡¦s impression management as independent variables, employee¡¦s loyalty to supervisor as dependent variables, employee¡¦s social desirable response as controlling variables, and employee¡¦s positive reactions toward supervisor as a mediating role, to discuss the relationship among supervisor¡¦s impression management, employee¡¦s positive reactions and loyalty to supervisor. This research collected data from dyad questionnaires including 219 subordinates with 47 leaders in Taiwanese bank industry, and further used hierarchical linear modeling (HLM) to examine the hypotheses. Result showed that supervisor¡¦s impression management has positive effect on employee¡¦s positive reactions and loyalty to supervisor, and employee¡¦s positive reactions toward supervisor also has significant influence on employee¡¦s loyalty to supervisor. Moreover, employee¡¦s positive reactions toward supervisor will mediate the relationship between supervisor¡¦s impression management and employee¡¦s loyalty to supervisor. This study accordingly raised some suggestions for further research and practitioners.

The purpose of this paper is to explore the consumers at Republic of China Marine Corps School Military 534 Camp Station and the relationship between their service quality, customer satisfaction, and loyalty, using the questionnaire survey method. 484 valid samples were retrieved, which then undergo SPSS statistical software analysis for descriptive statistical analysis and regression analysis. The analytical results showed that the various dimensions of service quality have positive correlations to the various dimensions of customer satisfaction, with significant effects. The dimensions of service quality are also positively correlated to the dimensions of loyalty, with significant effects. The dimensions of customer satisfaction are positively correlated to the dimensions of loyalty, with significant effects.