The study aims to explore some antecedents to products usage and its consequences in which a series of process of experiential evaluation is involved to center on the role of customer¡¦s experiential value after using personal computer. The conceptual model in this study is to extend the Use-Diffusion Model proposed by Shih and Venkatesh (2004) by including the framework of customer value based on Holbrook (1994). The survey method was employed in this study in which questionnaire was for data collection. The total sample size of 1114 was used in statistical analysis. According to the analytical results, we not only confirm the relationships suggested in the Use-Diffusion literature but also find the mediating effect of customer experiential value. That is, the evaluation of after-use experience leads to customer experiential value that in turn affects partially the customer intention of the sequential adoption of new technology. Besides contributing to the field of consumer research, the research findings in this study may provide insightful information that, we believe, helps managers to understand their incumbent customers.

Mobile devices are becoming widely common today. As the number of mobile devices continue to grow all around the world, its functionality is extending and mobile technologies are gaining more popularity in every aspect of our life. Today, wide range of mobile services is offered to people. The purpose of our study is examining the customer value of mobile services for individuals or citizens. A value model for mobile services has been proposed with five dimensions: Functional Value, Social Value, Emotional Value, Epistemic Value and Economic Value. The effect on each value dimension on Intention to Use (ITU) is aimed to be determined. A survey instrument for mobile Internet services and short message services (SMS) has been developed to validate the proposed model. After assuring the reliability of instrument with a pilot study, data was collected from 303 people working in information and communication technologies (ICT) sector in Turkey. For analyzing proposed model variance-based structural equation modeling (partial least squares) was used. Before evaluating model, exploratory factor analysis (EFA) was conducted to indentify underlying constructs. Based on EFA results, Functional Value was found to have sub-dimensions namely: Ubiquity Value, Performance Value and Security Value. The measurement model was analyzed using confirmatory factor analysis (CFA). The structural model was analyzed using predictive power. For both mobile Internet and SMS, moderate predictive power has been gathered. Finally, the effect of each value dimension on intention to use (ITU) has been evaluated. Ubiquity Value, Performance Value and Epistemic Value have significant effect on ITU for mobile Internet. On the other hand, Economic Value and Performance Value have significant effect on ITU The indications of this research will be valuable for providing information about customer value of current mobile services.

In order to find the variables for measuring customer value, at the first stage, this study adopts hard laddering technique to collect information from fifty purposive samples and conducts content analysis. According to the literature review and those variables found at the first stage, questionnaire for the measurement of customer value has been built at the second stage. This article chooses those customers who buy clothes for their children as our subjects. The results show: 1. By content analysis, the variables to measure the three levels of eight types of customer value have been categorized from qualitative information. 2. Only efficiency and play partially support the hypothesis that first-time customers focus primarily on attribute-level. Ethics confirms the hypothesis that short-term customers emphasize mainly on consequence-level, while excellence and spirituality partially support this hypothesis. Status, esteem and spirituality support the hypothesis that long-term customers focus primarily on goal-level, while efficiency, play and ethics partially confirm this hypothesis. It suggests that there is no one segment of customers could completely receives customer value which he actually needs. 3. Regarding to the analysis of single type of customer value, it shows that customers emphasize on the consequences provided by the attributes and also the goals the consequences reinforce. Furthermore, they seek the goals offered by the attributes when involve in consumption experience. Therefore, the means-end chain of single type of customer value has been constructed. 4. With regard to the analysis of eight types of customer value, it suggests that customers focus on the multiple consequences provided by one attribute or multiple attributes and also the multiple goals the consequences reinforce. Furthermore, they pursue the multiple goals offered by the attributes when involve in consumption experience. Therefore, the means-end chain of eight types of customer value has been built.

To cope with the current increase in both competition and customer requirements, traditional construction enterprises need more efficient methods to manage their relationships with customers. From the recession of Taiwan in recent years¡Atraditional construction industry needing to transform and escalate is no longer a empty verbiage. The construction industry has huge market potential undiscovered. Analyzing the information returned from customers and products, business can provide active and accurate services to the right customers through the right ways at the right time and raise the customers satisfaction. As the importance of CRM pertaining to management of relationships with customers has been recognized, meanwhile, with regard to implementation of the extensive software which involves investment of massive human resources, capital, and time, many critical decisions still need to be concerned. This research aims at extracting relevant factors affecting the adoption process and proposes a convincing framework verified by an empirical case study. Induction is used in the research. The first hand data are gathered through interviewing and circulating the questionnaire. After summing up this information and other relative articles and analyzing them with descriptive statistics, the result is derived and the conclusions are made according to the objective and frame of the study. The conclusions of this research are¡G (1)CRM is very important to the management. (2)Home Renovation should carry out the standard procedure of service to create customer value and to gain competitive advantage. (3) Home Renovation should emphasize on the collecting of the information of customers and looking for the best niche that can generate more profit on house repairing. (4) Customers expect to have professional Home Renovation team to run this market and offer high quality service. (5) The employees on first line play a very important role on building the relationship with the customers. (6) Home Renovation should follow the plan step by step to phase in the CRM. It only works when you really fulfill the plan and correct it timely. Some advice is offered in this research report, such as recommending that the government should build a safety system on all buildings and should make emphasis on the concept of house repairing and diagnosing. Home Renovation should know for sure what benefits that CRM will bring. Basically we can apply this research report to the real practice. When facing virtual problems in business operation, we can turn them in to management problems and then transform them into the themes for research and find out the solutions through scientific ways. Keywords: Customer Relationship Management¡BCustomized Service¡B Customer value¡BCustomer need¡BCustomer satisfaction

Abstract These years, due to the speedy growing up economic in Taiwan, the amount of all kinds of tall buildings increase rapidly; in the meantime, the water and electricity installation of building is getting important day by day, because it is the predominant element which the construction of building¡¦s function condition depends on. How to create good relationship with customers and earn the trust from customers and satisfy the demands of customers by the good interacting between company and clients, turns into a big issue to the water and electricity installation industry. Increasing customer value, raising the customer satisfaction, making customer have loyalty to the company can be keys to be success. Therefore, customer relationship management (CRM) becomes the way, which the water and electricity installation industry should focus on in the future. This research is based on three sounder water and electricity installation industries in Kaohsiung and it is composed by analyzing of case company¡¦s environment, target and characteristics, and then observes the case company¡¦s activities in CRM. According to the result of case interview, this research comes to the following conclusions: 1. Management characteristic of industry environment is the main element to introduce water and electricity installation industry to CRM. 2. If this industry wants to put CRM into practice, most important of all is the one firm¡¦s target customers group. 3. In the way of gaining customer, the credit of water and electricity installation industry becomes the evaluative standard to customer. 4. CRM helps water and electricity installation industry increasing their ability of controlling customer¡¦s activity. 5. Different ways of promoting sales make related activities different. 6. In the way of customer service, water and electricity installation industry can consider developing united customer service by CRM. 7. Related staff must participate in introduction of CRM, managing customer knowledge by sharing inside knowledge makes CRM well control customer¡¦s demand in establishment. At the end, this research provides two suggestions for water and electricity installation industry: First, ensure the target and purpose of management before introducing CRM. Second, introducing CRM cooperate with adjustment of internal working process. KEY WORDS¡GCustomer Relationship Management , Water and electricity installation industry, Customer value, Customer demand, Customer satisfaction.

Abstract To probe deeply into the Customer Relationship Management strategy and operation flow of life Insurance. - ex. Nan Shan life Insurance Co, LTD. Due to the well development of information technology (IT) during the recent years, the clearance of the contents and knowledge as well as the price offered of life insurance caused the dramatic competition in this industry. The commodity of life insurance is only an intangible contract , it has to be relied on the operation combining with company image, reputation and the trust from customers for long term. Also they are the promise and responsibility to their clients. The marketing of life insurance is different from the other industries , it is an intangible deal. Owing to the variation of the whole environment comes the drastic competition, life insurance is the buyer¡¦s market oriented instead of seller¡¦s . It says the cost to create a new account is about 6 times or even 5 less or 10 more to maintain an old customer. Therefore, this industry has to pay more attention on the current accounts on hand and try to attract new clients to be owned gradually. To look for a break through as the task of the greatest urgency at present is to make good use of Customer Concept, which is to take good care of the CRM, to enhance customers¡¦ loyalty and satisfaction as to keep our clients and wish them also to introduce new accounts for us. Therefore, CRM is the most important part of life insurance. Previousely most of the customers¡¦ data base is incomplete. Now it is the e century, we can take the advantage by using the IT service to do a good CRM one to one deeply as to cope with the competition. To look into the 21th century, now the form of customer group is varied, the market is also different, they reform the market direction of life insurance industry as well¡Xfrom the commodity oriented to the customer base. Besides, the insurants now expect the value of commodity and service much more than before and also very sensitive to them. They would like the custom made offer, voluntarily to participate in the offer, they no longer accept the offer passively. Consequentially, we have to make the design-in service and one-to-one commodity as our new marketing strategy. Following is the planning on CRM case study¡XHow to cite the 4 big steps of Pepper & Roger¡¦s Model and 5W to probe the execution of tactic and operation flow, meanwhile, to learn and to execute the 4 conceptions of Customer Process Cycle Model to achieve the company strategy target of this CRM case. The findings through this research are : 1. Nan Shan Life Insurance Co, LTD. especially stress the function and operation of Call Center and result in the significant achievements. It is the most important area and elite of CRM. 2. By the CRM system integration and collecting the customers¡¦ information from time to time, the system can understand the customer¡¦s value and update it. Moreover, with the concept and technique of CRM Data warehouse and Data mining, it can record and analysize the customer¡¦s behavior mode then look for the target market as to correct the strategy of service and marketing in time(to carry out the project marketing) 3. In regards to the customer segment, according to the items of those information that Nan Shan Life Insurance Co, LTD. searching and collecting, it is not easy to make out the customer value-based and only can segment the customers by Need-based. Moreover, it is uneasy to find out the value of effective segment customer for company, but, it can rely on customer¡¦s demand to look for suitable service and commodity to your customers. 4. As human is the main motive for interaction between insurance and customer, sales rep. is acting a key role in this business. The CRM system of Nan Shan Life Insurance Co, LTD. requests the rep. to have the deal done by using the e-tooling and IT. They are pretty successful in the efficiency. 5. The skeleton of IT in CRM is very intact, which provides extensive channels for data surfing. Do pay the attention on insurant¡¦s servicing articles and convenience, direct contact with customers and do the best to find the chance to contact your customers. There are so many ways to communicate effectively with the customers by science and technology, no space-time limitation on communication: ¡]1¡^ www.nanshanlife.com.tw ¡]2¡^ E-mail ¡]3¡^ Telephone (Call center) ¡]4¡^ Cellular phone news flash ¡]5¡^ Sales representatives ¡]6¡^ Mail or DM 6. The construction of e-tooling in Nan Shan life Insurance Co, LTD. is perfect. It is also excellent on providing the design-in commodity and servicing. There have been 10 marketing projects presented within one year, they are all P/S after the analysis from customer segment. However, the training for the outside field sales reps. has to be re-inforced because there were too many projects presented within a short period of time, they can not comprehend completely duly and fail to become CI and CK then it will change the customers¡¦ purchasing habit. 7. The customer¡¦s information will not be complete collected in case the rep. is not practicable in the operation of CRM. The following proposals are brought up after the research: ¡]1¡^ To share the company current situation and various information with the insurant via e-mail or internet, such as the operation of investment. To deem your customers as the stock shareholders or partners, you will get the trust from your accounts. On the other hand, they will also be proud that they are the insurant of Nanshan. Life Insurance. ¡]2¡^ Recommend to use ES From 2002, the reps. prefer to deal with the investment insurance policy. If the education system can combine with the ES to do the financial planning, you will be a financial specialist soon. ¡]3¡^ Rep. is the interface to communicate with customers, while, there is always no good performance on those activities for projected commodity with the less bonus. It can link up with the campaign of balance score card to evaluate the performance and give the pressure on rep. to achieve the execution efficiency and target of CRM. ¡]4¡^ Nan Shan Life Insurance Co, LTD. does not only have a very good performance on the 4 steps of CRM flow but also can be pattern for those companies in the same business who would like to achieve company target by the way of CRM. It can be even perfect if they can consider their own company culture, background and market demand then modify a bit to be their own.

<p>People in Sweden have become more aware and interested in environmental issues. This has led to an increased demand for environmental friendly food products. Previously the price often determined if a customer bought the product or not. During the recent years internet has become a more widely used media than ever before. This has led to that inter-net is one of the important tools to gather information and knowledge, among other things environmental issues.</p><p>With such aspects in mind the authors found it interesting to investigate if companies could use internet as a marketing tool for environmental friendly products. Therefore the purpose of this thesis is to:</p><p>investigate if and how companies display environmental friendliness in their marketing strategy and how it is presented on their company webpage’s.</p><p>In order to fulfil the purpose five general dealer’s home and webpage’s were examined. As a supplementing research one store for each of the five general dealers were visited and ex-amined.</p><p>The used theoretical framework is focused on value and green marketing. How to create a specific value is often the core when formulating and creating a strategy for a company. Green marketing is such marketing that include environmental concerns in the marketing offers. The sales of ecological food has increased and according to SCB (2006) represented 6 Billions in revenue between 2004 and 2005. The literature indicates that green marketing have to change and become more like conventional marketing, in order to reach the larger consumer segments. As a supplement to this theory, a section with home and webpage de-sign and chromatics are added.</p><p>The analysis and conclusion showed that there were some differences in how the re-searched companies used green marketing. Two of the companies used their webpage’s and displayed environmental awareness, while two had a clear focus on price. One company had a health focus. It was also found that there are differences between the messages and information on the home and webpage’s, compared to the findings in the stores. What also was found was that green marketing not only should target the already green consumers, but instead aim at the larger consumer segment. To do this green marketing should become more like conventional marketing and not only focus on the product, but also other value factors. The findings also suggest that the companies could use their home and webpage’s to a higher extent than they do today.</p>

<p>The competition between organizations has become tougher due to the globalization of the market place. This case study has been conducted at Stilexo, which are situated in Skillingaryd. Stilexo is an aluminum die caster and is a part of the Alteams group. Within the Swedish market approximately half of the casted products used are imported and this is a trend that seems to be increasing. In order to stay competitive next to the foreign suppliers the Swedish manufactures needs to differentiate, the question is how? In order to find the answer to the question Thomke and Hippel (2002) argues that the suppliers must listen to their customer with the intention of finding the needs and wants of the customers.</p><p>The purpose of this thesis is to interpret how Stilexo can create higher customer value.</p><p>This thesis has been written with an interpretivistiv research position combined with an inductive approach. The research strategy used is a single case study strategy. A qualitative approach has been used with in-depth interviews of employees at Stilexo and of existing/potential customers to them.</p><p>Price, quality and the ability to deliver on time are parameters that</p><p>have to be fulfilled in order for a supplier to be qualified. If these parameters are reached there are other values that can make a supplier an order winner. The main finding is that the relationship between the supplier and the customer is very vital. A higher interaction between the two parties has the potential of increasing the customer value. Co-creation of new products is something that is mentioned as value adding that can be gained from higher interaction. Further on innovativeness, flexibility, technology, and that the supplier can handle the whole supply chain has also been identified as value adding activities.</p>

Background Electronic commerce (EC) has become popular due to the increasing demand of efficiency in shopping. The reason for this trend is the changes in technology and socio-demography. E-grocery, therefore, appears to be a fresh and attractive business concept that creates customer value for companies trading in supermarket industry. Handla24 of ICA Bankeryd is known as one of the foremost ICA retailers that generates e-grocery in Sweden. Starting in 2009, the service supplier went from zero customer to its current position of approximately 1400 regular customers. However, perceived value and further expectations from their customers have not been thoroughly understood yet. This issue is hindering Handla24 of ICA Bankeryd in expanding their customer group. Also, their ability to give appropriate service levels is potentially restricting further customer growth. With these issues rectified, Hanla24 of ICA Bankeryd could become a stronger player in the market. Purpose The purpose of this thesis is to examine how customer values are created in e-grocery. We identify factors that deliver value to the existing customers and target a potential customer group in Jönköping city for Handla24 of ICA Bankeryd. We also provide recommendations on  how Handla24 of ICA Bankeryd can attract this group. Method This thesis employs a combination of quantitative method and qualitative method. Data are collected through two face-to-face interviews with Handla24 of ICA Bankeryd. Customers in Jönköping are divided into two clusters: the existing customers and potential customers with two separate survey questionnaires for each of the clusters. Conclusion We conclude that e-grocery does create customer value. In the example of Handla24 - ICA Bankeryd, we identify four main factors that deliver value to their existing customers, namely delivery price, product range, convenience shopping and customer services. In order to target the potential customers for Handla24, we also recognize the characteristics that create the demand for e-grocery. The targeted customers are capable of shopping online due to the habit of surfing the Internet. In addtion, they do not like either queuing at the store or carrying groceries home. This group is a female majority. It also includes families having children or having greater than or equal to 3 members. This customer group does not find 99 kr delivery fee of Handla24 - ICA Bankeryd reasonable, but they still have an interest in trying and recommending e-grocery of Handla24 to other people.

Abstract Title: Interactive marketing and Internet - A study of Radi Medical Systems’ educational site (Interaktiv marknadsföring och Internet - En studie utifrån Radi Medical Systems webbplats för kundutbildning) Number of pages: 43 (including enclosures 47) Author: Daniel Palmgren Tutor: Mats Lind Course: Media and Communication Studies C Period: Spring 2008 University: Division of Media and Communication, Department of Information Science, Uppsala University Purpose/Aim: The aim of this thesis is to examine if Radi Medical Systems’ educational site has the potential to create value for the company’s customers, and by that promote improved customer relations. Questions asked are: What kinds of visions does the company have for the site? Which services are offered to the customers through the site? How do the customers experience these sInervices? Material/Method: Information from interviews with representatives from Radi Medical Systems and their customers, observations of the webpage and information from an internal Radi document concerning the educational site has been collected and analyzed through the use of a theoretical framework, in order to provide an understanding for the questions asked. The visions were discussed and analyzed by general concepts of interactive marketing and Internet. The concepts of need, adaptation, understanding and time, functionality and trustworthy were used to create a theoretical framework regarding customer experience and customer value on a webpage. Main Results: Radi sees the educational site as an important mean to create value for their customers, which is a first step towards being able to provide the customers with relevant and functional services. The services offered through the educational site are information about Radi’s products and the clinical areas they represent in so called modules. Other services offered are multiple choice tests and storage of the customer’s results of the tests. These services constitute a complete training-course for the customers. The customers’ experiences of the services show that the modules mainly have the potential to fulfill the needs of the customers looking for elementary information, and that the multiple choice tests and storage of the results, for the most part, could function as value added activities when the hospitals recruit new doctors and nurses. The customers have the understanding and time necessarily to use the educational site, and the customers who were familiar with Radi as a company didn’t ap rehend any problems regarding the trustworthiness of the site. However, the lack of adaptation makes the site less useful for those customers who consider themselves as advanced users of Radi’s products. Imperfections regarding the functionality of the site were also recognized. Keywords: Interactive marketing, Internet, Webpage, Educational site, Customer relations, Customer value