This thesis deals with measurement of customer satisfaction and loyalty among health care providers with services provided by particular pharmaceutical company. The main goal of this work is to develop methodology for measuring customer satisfaction and loyalty for this segment of services. The theoretical part deals with a summary of findings and approaches describing satisfaction and loyalty, and also review of the methods used for their determination. The thesis also analyzes the differences between two groups of customers and summarizes the differences identified in the primary research that was conducted. Primary research was conducted by having structured interviews with respondents from among health care providers (private versus state providers). Dissertation's conclusions correspond with professional resources and thus develop areas of knowledge about the characteristics of the examined service segment.

Forming and fostering B2B relationships are increasingly requiring communication between individuals in the opposite spectrum of culture dimensions such as individualism. Thus, establishing trusted and committed global partnerships involve designing communication processes that minimize differences and promote goal congruence. The behavior of business customers, in a global context, is an understudied field deserving greater attention in marketing research. This study unveils a universal and parsimonious model, highlighting the role of communication in shaping relationship quality, and including national culture as moderator. The study was conducted on a sample of managers and buyers from the USA (n=169) and Brazil (n=110). Factor analysis, confirmatory factor analysis and structural equation modeling were applied in order to validate the instrument, discover the relevant dimensions of communication and examine the relationships in the model. Four significant factors revealed the existence of a globally relevant, parsimonious and highly explanatory communication model that includes elements of quality, interaction, mutuality, and socialization. In addition, elements of social and functional relationship benefits are found to improve the quality of business relationships more than any other factor in the global model. In addition, culture was found to play a significant role on the intensity that most predictors have on increasing or decreasing buyer's trust in and satisfaction with the supplier. As a result, the model can aid both researchers and practitioners in understanding the important elements of communication and relationship benefits for buyers in the global marketplace.

This master´s thesis is focused on the development of business activities of the subsidiary company Rhenus Logistics, s.r.o., which operates on the market of logistics services. The company concentrates on its own development, consolidating its position on the market and acquiring new customers. Based on theoretical knowledge, analyzes will be carried out in this thesis to access the current market and given company´s situation. The result of the thesis will provide proposals for development of business activities of the company.

Diploma thesis deals with utilization of social media in marketing communication of selected company. The goal of the thesis is to analyse current state of the situation in this company and consequent proposal of the new plan of marketing communication in field of social media. The teoretical part of the thesis is summarising the theory of the marketing and communication mix and also marketing communication in B2B environment. Analytical part of the thesis is dealing with analysis of the communication mix of selected company with particular effort to discuss of the content which is shared by this company and its main competitors in various social platforms The final part of the thesis is containing proposal of the new marketing communication strategy of the selected company based on the analysis of the current state. The potential benefits of the proposed strategy are discussed together with the analysis of its cost.

A review of the literature reveals that companies‟ brands and their management have dominated the marketing of goods and services to consumers but the idea of measuring brand equity has been slow to take hold in business to business (B2B) marketing. On-going relationships between businesses and their industrial customers are receiving renewed interest in marketing and the building of strong customer relationships has been suggested as means of gaining a competitive advantage particularly for service businesses. The importance of benefits recieved through relationships indicates that customer value is not linked to the the product or service received, but is also derived from the benefits recieved from relationships with the organisation. The study seeks to determine the importance relationships have on the brand equity of organisations that operate in a B2B services environment. This is achieved by focusing on the drivers of brand equity in a B2B services environment, consisting of price, product quality, service quality and relationship benefits.The findings offer important insightas to the drivers of brand equity in the B2B services industry. The results indicate that the benefits a buying organisation receives from having a relationship with the organisation providing the service is significant to improving itsbrand equity . The other drivers that significantly influence the brand equity of the orgnsiations providing the service is the quality of the product or service it provides followed by the price.The research involved a two phase approach. Phase one involved face-to-face interviews with five Learning and development professionals from various industries in South Africa, namely Financial Services, Manufacturing, Telecommunications and Retail sectors. The data gathered from the interviews, together with the reviewed literature was used to develop an instrument that was used to measure the importance relationship benefits have on brand equity in the B2B services environment . One hundred and twenty one questionairres were processed. The data was subjected to inferential and multivariate statisical analysis.This research provides both an academic contribution to the relationship marketing field as well as a practical implication for marketing managers within B2B service organisations. The main contribution for academic purposes involves confirmation from hypothesised relationships. This research is of specific value to managers who are responsible for increasing brand equity within their organisations. With a more dedicated focus on improving the benefits the buying organisation receives from the organisation providing the service will allow managers to improve their brand equity. / Dissertation (MBA)--University of Pretoria, 2012. / Gordon Institute of Business Science (GIBS) / unrestricted

Med de rådande omständigheterna som pandemin covid-19 medfört har såväl privatpersoner, företag, organisationer, skolor och myndigheter behövt ändra sitt arbetssätt till att bli digitalt. Organisationer som inte är anpassade efter att passa in i en digital kontext har plötsligt behövt omkonstruera sin verksamhet för att fortsättningsvis fungera i det nya normala. Tidigare forskning visar att tillit är en viktig komponent för att förtroende ska finnas i en business-to- business-relation. Denna studie syftar undersöka hur tillit etableras i en b2b-relation som inleds med endast digital kontakt. För att uppfylla syftet användes en anpassad modell med komponenterna kompetens, integritet, kommunikation, värderingar, välvilja, gemensamt värdeskapande och öppenhet. Resultatet visade att de komponenter som modellen innefattar är lika viktiga för att etablera tillit digitalt, men att andra tillvägagångssätt är nödvändiga, delvis på grund av begränsad uppfattning av kroppsspråk. Riktlinjer togs fram för hur företagsrepresentanter kan anpassa kommunikationen för att skapa tillit i b2b-relationer digitalt.

This study aims to extend previous research studies investigating drivers of customer equity in a business-to-business environment. The study also aims to address the role of relationship benefits on customer equity in a business-tobusiness environment beyond psychological, functional and social benefits. Furthermore the study focuses on the importance of building relationships influencing customer equity in organisations operating in a business-to-business environment. The study is based on two phases. Phase one consisted of face-to-face interviews with experienced professional individuals from three different industries. These industries covered financial services, utility services and property development within a South African demographic. The data gathered from these interviews was combined with literature to understand the drivers of customer equity and the role that relationship benefits play on customer equity. Data was also gathered from a 146 questionnaires and statistically processed. Significant findings made in the study reflect the importance of customer equity within business-to-business environments. Further focusing on the importance for organisations to build long-term relationships with their customers. this will finally explain the significant impact that relationship benefits have on customer equity beyond psychological, functional and social benefits for organisations in business-to-business environments. The study recognises that the individual customers and the organisation on its own will both benefit from developed customer equity, highlighting the fact that not one driver of customer equity is exclusive to the next. Contributions made for academic purposes include hypothesised variable on customer equity, with the main aim on relationships. This study will be beneficial for various departments in organisations that interact with customers and want to improve their customer relations, specifically organisations operating in a business-to-business environment. / Dissertation (MBA)--University of Pretoria, 2013. / zkgibs2014 / Gordon Institute of Business Science (GIBS) / MBA / Unrestricted

This study provides insights into understanding social media utilization in the B2B selling process. More specifically, this research details how the different functional blocks of social media are leveraged to benefit the various stages of the selling process. This study adopts a multiple case study design, including six cases from technology-related Canadian firms. Overall, findings show that the functional blocks of social media are mostly leveraged in the prospecting and preapproach stages of the selling process. Furthermore, the marketing strategy of the seller firm seems to influence which functional blocks are leveraged in the process. At last, findings also show that social media should be complemented by analytical tools and traditional media to optimize the selling process with higher lead quality and to facilitate trust-building with potential and existing customers

En hållbar utveckling är något som numera eftersträvas i de flesta processer i samhället. Ett tillvägagångssätt till hållbar utveckling som utforskats i allt större utsträckning är delningsekonomi, innebärande att dela sina underutnyttjade resurser. På uppdrag av Sharing Cities Sweden, som arbetar med att främja delningsekonomi med utgångspunkt i de globala hållbarhetsmålen, har detta examensarbete avsikten att utforska delningens potential. En intressant aspekt inom delningsekonomi för att undersöka dess potential är att ta reda på vad som driver eller hindrar en aktör till att dela, där tidigare forskning främst har utgått från B2C och C2C kontext. Utifrån tidigare studier har vi lyckats identifiera ett forskningsgap i att det behövs mer forskning på etablerade företags hinder och drivkrafter till delning i en B2B kontext. Detta har utmynnat i att syftet med denna studie är att undersöka potentialen att tillämpa delning av underutnyttjade resurser sinsemellan företag. För att studien ska bidra mer konkret har vi avgränsat den till att innefatta företag verksamma inom partihandel- /grossistbranschen i Umeå kommun. Vidare innefattar syftet att bidra till det forskningsgap vi identifierat i tidigare forskning, varför vi valt att utgå från följande forskningsfråga: “Vilka hinder och drivkrafter existerar för en tillämpning av delningsekonomi hos etablerade företag i partihandel-/grossistbranschen utifrån en B2B kontext?” Det teoretiska ramverket behandlar forskningen inom delningsekonomi, med ett fokus på tidigare uppmärksammade faktorer i B2C och C2C som påverkar till valet att dela. Dessa faktorer från sekundärdatan har sedan sammanställts i en modell. Därefter har vi kompletterat med insamling av primärdata i form av semistrukturerade intervjuer med grossistföretag, där intervjun inledningsvis utgått från en fråga om allmänna hinder och drivkrafter, följt av frågor om de specifika faktorerna från sekundärdatan. Resultatet av empirin visar med hänsyn till modellen att ekonomi och trygghet är viktiga faktorer även i en B2B kontext, samt att miljömässiga-, sociala- och politiska faktorer hade en mindre påverkan mellan etablerade företag. Därutöver identifierades nya viktiga faktorer i en B2B, innefattande; hitta partner- och konkurrensfaktorer. Med utgångspunkt i resultatet, har modellen således reviderats efter faktorerna som hindrar och driver delning i en B2B. Studien visar att vissa av faktorerna främst innehar en roll som antingen ett hinder eller en drivkraft, samt att vissa faktorer kan inta båda dessa roller. Sammanfattningsvis ser vi utifrån de hinder och drivkrafter som identifierats, en potential för delning inom partihandel-/grossistbranschen. Slutligen har denna studie en möjlighet att bidra till både forskning, företag och samhälle, och på så sätt förhoppningsvis öka potentialen bland företag att börja dela sina underutnyttjade resurser.

Background: The success and quality of B2B relationships have been researched for decades. Relationship success carries many definitions, but prior literature lacks depth in how it is achieved. Relationship quality is often determined through three pillars: trust, commitment, and satisfaction. There is, however, unclarity as to what underlying factors build these pillars, due to the scarce amount of literature available on the topic. Purpose: To establish what aspects contribute to the success and quality of a relationship, by examining how relationship success, as well as relationship quality and how its three pillars are built, are perceived by Mediaspjuth's customers. Method: This interpretivist study initially follows a deductive approach as an already existing conceptual framework has guided the collection of data deemed necessary to answer the research questions. As the aim is to also seek answers to what factors build the three pillars of relationship quality; trust commitment, and satisfaction, the study also undertakes an inductive approach. Ten qualitative, semi-structured interviews were conducted as a primary source of data. Conclusion: The empirical findings detected important factors influencing relationship success, trust, commitment, and satisfaction. The study found that the quality of the relationship, quality of delivery, and integrity were the main factors affecting relationship success. Trust was built on the delivery process and the management of the relationship, while commitment focused on proactivity and dedication. Lastly, satisfaction was achieved mainly through the outcome quality and mutual benefits.