This thesis will focus on understanding how middle managers on five different car dealership companies in three different cities in the south of Sweden perceive the position and situation within the company, and the result of this position. It will also focus on how he or she perceive his or hers relationship with the employees and superiors in the company to be. This paper will also aim to understand by which means the middle manager chooses to deal with the perceived situation regarding the company and relationships within it. The study will be based on the experiences and opinions of the middle manager. This thesis is different from other studies made on middle managers due to the fact that even if stress will be a factor taken into consideration, it will not be the main focus of the paper. This BA thesis will be conducted with a qualitative method with semi structural interviews conducted at the interviewees respective workplaces. The result of these interviews are that the middle managers consider their relationships with the sales people at the company and with their superiors to be a good one, but not without complications. These complications are the result of the lines between professional and private life being blurred. These complications cause some stress and pressure for the middle managers, and the way for them to deal with this is to make their profession their lifestyle, they choose to live their professions. By doing this they limit the effect these complications have on their professional as well as private life

Submitted by Silvana Teresinha Dornelles Studzinski (sstudzinski) on 2017-04-24T12:01:17Z No. of bitstreams: 1 Marcelo Alves de Souza_.pdf: 855945 bytes, checksum: 9461a25e1b5428dbc58da27dda36b17b (MD5) / Made available in DSpace on 2017-04-24T12:01:17Z (GMT). No. of bitstreams: 1 Marcelo Alves de Souza_.pdf: 855945 bytes, checksum: 9461a25e1b5428dbc58da27dda36b17b (MD5) Previous issue date: 2017-01-12 / CAPES - Coordenação de Aperfeiçoamento de Pessoal de Nível Superior / PROSUP - Programa de Suporte à Pós-Gradução de Instituições de Ensino Particulares / Esta pesquisa aborda a temática de obtenção de resultados em concessionárias líderes de vendas de veículos 0 km que praticam e obtêm resultados com o pós-venda. O objetivo deste estudo é analisar e comparar as práticas e os indicadores das concessionárias líderes de vendas de veículos 0 km instaladas no Rio Grande do Sul, permeando o modelo conceitual de pós-venda: suporte ao produto, relacionamento com cliente e gestão e recursos. A fim de atender a essa proposta, realizou-se um levantamento bibliográfico para dar embasamento teórico ao estudo e utilizou-se como método de pesquisa o estudo de caso. A coleta de dados foi feita por meio de entrevista semiestruturadas com executivos de 10 concessionárias de marcas distintas. Também foram coletados indicadores dessas empresas relativos aos veículos de entrada. Foi oportunizado a elaboração de um modelo teórico e a discussão sobre a aplicação do pós-venda. A contribuição gerencial centra-se na identificação das melhores práticas de pós-venda verificadas nas concessionárias de melhor desempenho em termos de qualidade e rentabilidade. / This research approaches the issue of obtaining results in car dealerships which are leaders in selling 0 km vehicles that practice and obtain after-sales results. The objective of this study is to analyze and compare the practices the car dealerships which are leaders in selling 0 km vehicles based in Rio Grande do Sul, permeating the conceptual after-sales model: product support, customer relationship and management and resources. In order to fulfill this proposal, a bibliographic research was carried out to provide a theoretical basis for the study and it was used a case study as the research method. The data collection was done through semi-structured interviews with executives from 10 car dealerships of different brands. The indicators of these companies were also collected for entry vehicles. The management contribution enabled the elaboration of a theoretical model and the discussion of the after-sale application. The management contribution focuses on the identification of the best after-sales practices verified in the best performing dealerships in terms of quality and profitability.

The primary objective of the study was to determine the business success factors for the second-hand motor vehicle industry in the Vaal Triangle. This kind of study has never been conducted before within the Vaal Triangle and it is therefore intended to contribute to the body of knowledge within the field of entrepreneurship. A questionnaire was designed and distributed to dealerships within the Vaal Triangle region, and it was administered by the researcher. There are one hundred and twenty three (123) dealerships in the Vaal Triangle and fifty eight (58) participated in the study. The demographics of the study revealed that males dominate car dealerships as compared to females, and also that Whites and Indians are the dominating races. Most participants are relatively young, i.e. less than 35 years and also the majority of dealerships are less than 15 years old. Furthermore, the study found that participants preferred starting a business from their pockets rather than going to the bank or government institutions such as IDC or NEF for funding. There was no significant difference in opinion between males and females. There were, however, medium to large differences in opinion between owner, manager and sales executive on some of the entrepreneurial constructs, for example, customer services and SME characteristics. The study concluded that business success factors for the second-hand car industry in the Vaal Triangle region are (ranked from highest to lowest): Entrepreneurial competences, Marketing of the dealership, Dealership location, Product and Customer services, Characteristics of the Small Medium Enterprise and lastly, Resources and funding of the business. Based on the results of the analysis and discussions, practical recommendations are made which will assist in improving the knowledge in the field of entrepreneurship within the car industry. / MBA (Business Administration), North-West University, Potchefstroom Campus, 2015

The primary objective of the study was to determine the business success factors for the second-hand motor vehicle industry in the Vaal Triangle. This kind of study has never been conducted before within the Vaal Triangle and it is therefore intended to contribute to the body of knowledge within the field of entrepreneurship. A questionnaire was designed and distributed to dealerships within the Vaal Triangle region, and it was administered by the researcher. There are one hundred and twenty three (123) dealerships in the Vaal Triangle and fifty eight (58) participated in the study. The demographics of the study revealed that males dominate car dealerships as compared to females, and also that Whites and Indians are the dominating races. Most participants are relatively young, i.e. less than 35 years and also the majority of dealerships are less than 15 years old. Furthermore, the study found that participants preferred starting a business from their pockets rather than going to the bank or government institutions such as IDC or NEF for funding. There was no significant difference in opinion between males and females. There were, however, medium to large differences in opinion between owner, manager and sales executive on some of the entrepreneurial constructs, for example, customer services and SME characteristics. The study concluded that business success factors for the second-hand car industry in the Vaal Triangle region are (ranked from highest to lowest): Entrepreneurial competences, Marketing of the dealership, Dealership location, Product and Customer services, Characteristics of the Small Medium Enterprise and lastly, Resources and funding of the business. Based on the results of the analysis and discussions, practical recommendations are made which will assist in improving the knowledge in the field of entrepreneurship within the car industry. / MBA (Business Administration), North-West University, Potchefstroom Campus, 2015

Background: When a company is employing new salespeople, much is expected from these. The company is hoping that the new candidate is going to perform well and contribute to the fullest. One of the big questions that the organization has to face is how to evaluate and sift through sales candidates in order to find the best suited one. Previous studies have shown to some extent that a person's personality can be connected to how well they are performing in different occupations. One commonly used framework for assessing personality is the Five Factor Model (FFM) which is able to account for different traits without overlapping. One way to assess a person's personality traits is by the use of the big five inventory questionnaire (BFI). Purpose: To describe if there is a correlation between personality traits and sales performance in the Swedish car dealership market.Method: The research was a quantitative study of two Swedish car dealerships, where 60 out of 72 employees at Hedin Bil & Holmgrens Bil answered the BFI questionnaire. The response rate was 83%. The survey was sent out by mail to the two companies whose responsible managers divided their sales staff in three different groups (good performing, average performing and bad performing) according to the company's organizational goals.Conclusion: The conclusion of this study is that one of the hypotheses was supported and four rejected by the salespeople participating. The only hypothesis that was supported was that Neuroticism would correlate negatively with sales performance.

Bakgrund: Studien har undersökt hur köpbeslutsprocessen och det fysiska mötet ser ut i bilhandeln samt om det finns skillnader mellan hur kvinnor och män upplever köpbeslutsprocessen inom bilhandeln. Studiens ämne valdes på grund av att det gjorts tidigare studier inom bilhandeln gällande köpbeslutsprocessen, men att det finns en brist sedan det digitala mötet kom in i bilden. Det har även genomförts flera studier om skillnader mellan mäns och kvinnors skillnader i köpbeteende, men det finns inga som studerar om skillnaderna ser likadana ut i bilbranschen. Forskningsfråga: Studiens huvudfråga lyder: Hur interagerar bilhandeln med kunden i köpbeslutsprocessen genom det fysiska säljmötet för att det ska leda till försäljning av bil? Studiens underfråga lyder: Skiljer sig bilköp åt för män och kvinnor och i sådana fall på vilket sätt? Syfte: Syftet med studien är att undersöka hur bilhandeln kan arbeta vid köpbeslutsprocessen i förhållande till det fysiska säljmötet och vad som gör att kunden genomför ett köp av bil.Vidare är syftet att studera om det finns några skillnader mellan män och kvinnor vid köpet av bil och om det finns, på vilket sätt skiljer de sig. Metod: Den här studien har en kvalitativ undersökningsmetod och ett abduktivt angreppssätt. Resultatet i studien bygger på 12 semistrukturerade intervjuer med respondenter spridda över Sverige. Slutsats: Studien har visat att köpbeslutsprocessen är oförändrad, i sin struktur, av den digitala närvaron. Däremot ser det fysiska mötet annorlunda ut då säljaren behöver inleda med att ta reda på hur långt kunden kommit i sin köpbeslutsprocess. Studiens underfråga har medfört resultat som visar att kvinnors och mäns evolutionära roller byter plats inom bilindustrin då det är män som uppskattar att handla mer hedonistiskt och kvinnor mer funktionellt. / Background: The study has examined how the buying decision process and the physical meeting work in car sales and whether there are differences between how women and men experience the buying decision process in the industry. The subject of the study was chosen due to the fact that there are previous studies in car sales regarding the buying decision process, but that there has been a shortage since the digital meeting came into the picture. There have also been several studies on differences in buying behaviour between men and women, but there are no studies regarding whether the differences look the same in the car industry. Research question: The main question of the study is: How does the car sales interact with the customers in the buying decision process through the physical sales meeting in order for it to lead to sales of a car? The study´s sub question reads: Do car purchase differ for men and women, and in such a case how? Purpose: The purpose of the study is to investigate how car sales can work in the buying decision process in relation to the physical sales meeting and what makes the customer to purchase a car. Furthermore, the aim is to study whether there are any differences between men and women in the purchase of a car and, if there is, how they differ. Method: This study has applied a qualitative method and abductive approach. The results of the study are based on 12 semi-structured interviews with respondents spread across Sweden. Conclusion: The study has shown that the buying decision process is unchanged, in its structure, of the digital presence. However, the physical meeting looks different as the seller needs to start by finding out how far the customer has come in the buying decision process. The study's sub question has resulted in results that show that women and men's evolutionary roles change places in the automotive industry as it is the men who appreciate to buy more hedonic and women more functionally.

Inventory management in car dealership enterprises is one of the main goals to promote competitiveness and also a key success factor of sustainable economic development. The purpose of the thesis involves improving car dealership enterprises’ inventory management. The thesis is concerned with theoretical approaches to inventory management. Educational literature, statistical data of the Federal State Statistics Service, corporative statistics data and also results of opinion pull findings were used as the basis for the research. In the master thesis was represented the algorithm of order and shipment of items, based on turnover ratio, storage period and sales variation coefficient. The key element of the algorithm lies in accounting of individual optional equipment of each item, not the item itself. Implementation of the described algorithm serves to reduce storage period of items, thereby driving down carrying costs. / Управление товарными запасами на дилерском предприятии является одним из факторов обеспечения конкурентоспособности и залогом устойчивого экономического развития. Цель работы заключается в совершенствовании управления запасами на предприятии. В работе рассматриваются теоретические подходы к управлению запасами на предприятии. Учебно-методическая литература, статистические данные Федеральной службы государственной статистики, данные корпоративной статистики и данные, полученные в ходе социологического опроса были использованы в качестве источников информации для проведения исследования. В ходе написания магистерской диссертации был разработан алгоритм заказа и отгрузки с распределительного склада автомобилей, который основан на учете коэффициента оборачиваемости, срока хранения и коэффициента вариации по результатам продаж, особенностью которого является учет индивидуального опционального оснащения в каждой заказанной единице товара, что позволяет сократить срок хранения товара на складе, тем самым способствуя сокращению затрат предприятия на хранение запасов.

Robots are constantly evolving, from Da Vinci's first robot to humanoids that exist today and are used in various industries. This study examines how a humanoid is perceived as service staff in a car dealership and this was done through a qualitative case study where semi-structured interviews and on-site observations were combined. These were carried out at Riddermark Bil, which is one of Sweden's largest car dealers for used cars. The theory part is based on the concept of anthropomorphism and the uncanny valley theory which are related and important to customers' acceptance of the robot. Anthropomorphism is about giving non-human objects, such as robots, human properties to make it easier to interact with them. Uncanny valley comes into the picture when these human qualities create an expectation in man that is not achieved by the robot and a feeling of discomfort arises in man. This feeling of discomfort is what characterizes the uncanny valley. The analysis showed that uncanny valley exists in the car dealership with the humanoid and customers, and how the degree of anthropomorphism affects the viewer and the interaction. What turned out overall was that most people, customers and staff, are positive about interacting with a humanoid, but present it does not really meet the expectations placed on it. Finally, it is discussed how uncanny valley affects customers in a car dealership and what the reasons for this are.

The automotive market is one of the most highly sensitive spheres of business, which reacts sensitively to fluctuations in the external environment. Ekaterinburg presents all the leading leading automotive brands of Russian and foreign manufacturers, which leads to a high level of competition, both at the level of automobile brands and at the level of competition between dealer centers representing one brand, but belonging to different automobile holdings. The relevance of the research topic is conditioned by the possibility of diversifying the directions of the automobile enterprise, which allows to obtain a competitive advantage and, ultimately, to surpass similar companies on the market by opening a new specialized car showroom with mileage. Practical significance of the study Based on the results of a comprehensive marketing research of consumers' preferences and conducted sociological survey, the development trends of the Russian market of cars with mileage have been revealed and the necessity of opening a car dealership in Yekaterinburg has been proved. The method of forming the price of a car dealership for cars with a mileage is proposed, taking into account the cost of the following stages of preparing the car for sale: determining the input price, pre-sale preparation, determining the liquidity of the model / brand, having an extended warranty, carrying out transactions involving the programs of importers of authorized dealers. Structure of work The master's thesis consists of an introduction, three chapters, a conclusion and a list of sources used. The work contains 116 pages, 5 tables, 47 drawings and 1 appendix. The first chapter of the dissertation examines the main theoretical approaches to business planning, the proposed forms of business plans adopted for use in Russian and foreign practice, as well as examples of business planning in the automotive industry. In the second chapter, an analysis of the dynamics of the automotive market in Russia in 2014-2016, as well as an analysis of trends based on data on the sale of cars in 2017, presents the results of a marketing study of consumer preferences in the field of cars in Ekaterinburg. In the third chapter, the key characteristics for the organization of sales of cars with mileage are determined, the business plan of a new car showroom with mileage has been calculated, the analyst of the formation of prices for cars has been carried out, a method for the formation of prices for cars with a mileage for a motor show has been proposed. The structure of the work corresponds to the stated goal of the thesis. / Автомобильный рынок - одна из самых высокочувствительных сфер бизнеса, которая чутко реагирует на колебания внешней среды. В Екатеринбурге представлены все основные ведущие автомобильные бренды российских и зарубежных производителей, что ведет к высокому уровню конкуренции, как на уровне автомобильных брендов, так и на уровне конкуренции между дилерскими центрами, представляющими один бренд, но принадлежащими разным автомобильным холдингам. Актуальность темы исследования обусловлена возможностью диверсификации направлений автомобильного предприятия, которая позволяет получить конкурентное преимущество и, в конечном итоге, превзойти аналогичные компании на рынке при помощи открытия нового специализированного автосалона автомобилей с пробегом. Практическая значимость исследования По результатам комплексного маркетингового исследования предпочтений потребителей и проведенного социологического опроса, выявлены тенденции развития российского рынка автомобилей с пробегом и доказана необходимость открытия в Екатеринбурге автосалона автомобилей с пробегом. Предложен метод формирования цены автосалона на автомобили с пробегом, с учетом стоимости следующих этапов подготовки автомобиля к продаже: определение входной цены, проведение предпродажной подготовки, определение ликвидности модели/марки, наличие продленной гарантии, проведение сделки с участием программ импортеров официальных дилеров. Структура работы Магистерская диссертация состоит из введения, трёх глав, заключения и списка использованных источников. Работа содержит 116 страниц, 5 таблиц, 47 рисунков и 1 приложение. В первой главе диссертации рассматриваются основные теоретические подходы к бизнес-планированию, предлагаемые формы бизнес-планов, принятые к использованию в российской и зарубежной практике, а также рассмотрены примеры бизнес-планирования в предприятиях автомобильной отрасли. Во второй главе проведен анализ динамики автомобильного рынка России в 2014-2016 гг., а также представлен анализ тенденций на основе данных по реализации автомобилей в 2017 г., представлены результаты проведенного маркетингового исследования предпочтений потребителей в сфере легкового автотранспорта г. Екатеринбурга. В третьей главе определены ключевые характеристики для организации продаж автомобилей с пробегом, произведен расчет бизнес-плана нового автосалона автомобилей с пробегом, проведена аналитика формирования цен на автомобили пробегом, предложен метод формирования цены на автомобили с пробегом для автосалона. Структура работы соответствует заявленной цели диссертации.

This Diploma thesis deals with the solution of project documentation for the new Suzuki car showroom building. The proposed object is situated in region of Nitra in Topolcany district, located in suburb part of Topolcany town. The car showroom is designed as a building consisting from the car shop - showroom and the services for Suzuki automobiles. The car shop - showroom is designed as the operation for car sales and the administration part on the second floor. This part of the building is covered with warm flat roof. The second part of the object - Car service is a one-floor building covered with wood, truss purlin constructure in the shape of a saddle roof and in inclination of 9 degrees. The supporting construction of the building consist from cast-in-place reinforced concrete frame in the showroom part and from masonry system Ytong system in other parts of the building.