This research takes the hospital as an example to explore the relationship between internal marketing and customer-orientation. There are three purposes of this research: First, exploring the relationships among internal marketing, job satisfaction, organization commitment, and customer-orientation; second, exploring the relationship between customer-oriented attitude and customer-oriented behavior, and third, testing if the behavior control can moderate the relationship between customer-oriented attitude and customer-oriented behavior. In order to understand if the control mechanism varies with the levels of hospital in Taiwan, convenience sampling is conducted in three different hospital levels, medical center, regional hospital, and district hospital. In addition, in order to increase the variety of samples, Web-questionnaire was used. Finally, a total of 278 valid questionnaires have been collected. When talking to the data analysis, Factor analysis, Reliability analysis, Correlation Analysis, Structured Equation Model (SEM), and Moderated Regression Analysis are used as analysis methods. The results are as following: 1. Internal marketing has an impact on customer-oriented attitude through job satisfaction and organization commitment. 2. Affective commitment influences normative commitment positively. 3. Normative commitment influences continuance commitment positively. 4. Three kinds of commitment influence customer-oriented attitude positively. 5. Customer-oriented attitude has a positive impact on customer-oriented behavior. 6. Activity control and Capability control can moderate the relationship between Customer-oriented attitude and customer-oriented behavior.

Abstract In the recent years, hypermarkets in Taiwan became already the main places that the consumers purchase articles for daily use. During the depression, it is very fierce that variations and competitions between the hypermarkets. The leading-brand hypermarkets still to expand their new stores in this year, but they placed the focus to increase the differences of their products and services with others, rather to compress the existing space between competitors through the price war. The study is at background of the hypermarkets, when they would like to consider the differences of services as their principal marketing tactic, whether they perceived already the employees, who possess service consciousness and customer-oriented behavior, are the key points to operate successfully. In the hypermarkets where the employees contact frequent- ly with the customers, service quality is very close to the quality of employees. One of the main purposes of this research is to discuss what factors to affect the Customer-Oriented Behavior in the hypermarkets. Therefore, I choose the employees from a famous hypermarket, located in central Taiwan, as object of the study, in order to understand the relations between ¡§Internal Marketing¡¨ and ¡§Customer-Oriented Behavior¡¨ of employees. Then to adulterate again with ¡§Organizational Commitment¡¨ as an intervening variable, in order to demonstrate clearly whether¡¨ Internal Marketing ¡§would affect ¡§Customer- Oriented Behavior ¡§or not by the intervening variable. The study finds the followings: 1. Internal Marketing affects positively on Organizational Commitment. 2. Organizational Commitment affects positively on Customer-Oriented behavior. 3. Internal Marketing affects positively on Customer-Oriented Behavior. Internal Marketing can also reinforce indirectly its influence on Customer- Oriented Behavior through the mediator of Organizational Commitment, the managers should also concern with the mediator, so as to make sure the Customer-Oriented Behavior will perform.

<p><strong><em>Title</em></strong> SpotBox: The Concept Development of a Digital Jukebox</p><p> </p><p><strong><em>Authors</em></strong> Guilherme Gomes & Pauline Droz</p><p> </p><p><strong><em>Supervisor</em></strong> Jean-Charles Languilaire</p><p> </p><p><strong><em>Level</em></strong> Bachelor Thesis in Business Administration, Marketing</p><p> </p><p><strong><em>Key words</em></strong> Marketing, Concept Development, New-Product Development, NPD, Jukebox, Music, Spotify, Customer-Oriented business,Live streaming, mp3, Customer-Oriented Music System.</p><p> </p><p><strong><em>Purpose</em></strong> To Turn the new-product idea of the digital jukebox called SpotBox into a product concept.</p><p> </p><p><strong><em>Method</em></strong> In the method we explain the process to develop our concept. Based in three phases, we started by combining secondary data and primary data through a focus group in order to understand better the potential consumers of our product, then personal interviews are made with our customers and the technical requirements are measured in the end through an interview.</p><p> </p><p><strong><em>Theoretical framework</em></strong> Kotler´s and Cooper´s approach about New-Product Development are first introduced. Then the Concept Development theories of both authors are explained which allow us in a last paragraph to build and present our own approach of the process of concept development.</p><p> </p><p><strong><em>Conclusions</em></strong> The SpotBox concept developed through this work is presented and explained in detail: A digital jukebox in a futuristic shape which allows users to share, listen and program songs in a new, convenient and exciting way, giving to the music market a new customer-oriented dimension.</p>

Title SpotBox: The Concept Development of a Digital Jukebox   Authors Guilherme Gomes &amp; Pauline Droz   Supervisor Jean-Charles Languilaire   Level Bachelor Thesis in Business Administration, Marketing   Key words Marketing, Concept Development, New-Product Development, NPD, Jukebox, Music, Spotify, Customer-Oriented business,Live streaming, mp3, Customer-Oriented Music System.   Purpose To Turn the new-product idea of the digital jukebox called SpotBox into a product concept.   Method In the method we explain the process to develop our concept. Based in three phases, we started by combining secondary data and primary data through a focus group in order to understand better the potential consumers of our product, then personal interviews are made with our customers and the technical requirements are measured in the end through an interview.   Theoretical framework Kotler´s and Cooper´s approach about New-Product Development are first introduced. Then the Concept Development theories of both authors are explained which allow us in a last paragraph to build and present our own approach of the process of concept development.   Conclusions The SpotBox concept developed through this work is presented and explained in detail: A digital jukebox in a futuristic shape which allows users to share, listen and program songs in a new, convenient and exciting way, giving to the music market a new customer-oriented dimension.

The Purpose of this study is to explore the moderating effects of self monitoring and internal marketing on the relationships between the emotional labor loading and customer-oriented behavior. The sample of this study consisted 2 hospitals at koashing. The questionnaires were used to survey and there were 400 Valid samples. The results of this search indicate that¡G 1.Emotional labor loading affects customer-oriented behavior significantly. Emotional labor loading has positive impact on patient -orientation , however has negative impact on mission-orientation. 2. The interaction effects between the self monitoring and the emotional labor loading on patient-orientation is significantly, the hypothesis of moderating effect of self monitoring was supported. 3.The interaction effects between the internal marketing and the emotional labor loading on customer-oriented behavior is not significantly, the hypothesis of moderating effect of internal marketing was not supported.

As the growing living standard, the public have higher and higher expectation to the health-care service. On the other hand, under the pressure of cost and budget limitation, the hospitals would like to enhance the competitively have to promote their service quality. Research has indicated that the nursing personnel¡¦s working attitude and behavior has significant influence to the patient¡¦s impression. For this reason, it is necessary to clarify what is the factor that would affect nursing personnel¡¦s service behavior. This research used the method of questionnaire survey, and collected the data from 8 hospitals. In this study, transformational leadership is used as the independent variables, organizational commitment is used as the mediate variable, psychological empowerment is used as the moderate variable, and customer-oriented organizational citizenship behavior is used as the dependent variable. The purpose of this research is mainly to find out the relationship among transformational leadership ,organizational commitment, and customer-oriented organizational citizenship behavior. Furthermore, using the psychological empowerment as the interfered variable, the study would investigate the effect the psychological empowerment to transformational leadership, organizational commitment, and customer-oriented organizational citizenship behavior. The important discoveries are stated separately as follows: (1) Transformational leadership is positively significant to customer-oriented organizational citizenship behavior. (2) Organizational commitment has influences to customer-oriented organizational citizenship behavior. (3) Transformational leadership is positively significant to organizational commitment. (4) Organizational commitment is found to have a partial mediating effect between transformational leadership and customer-oriented organizational citizenship behavior. (5) Psychological empowerment is found to have a partial moderating effect between transformational leadership and customer-oriented organizational citizenship behavior. According to the results of research, some suggestions are provided: (1) Reinforce the transformational leadership to promote the nursing personnel¡¦s organizational commitment. (2) The supervisor should emphases on the vision of providing excellent service quality to encourage the nursing personnel¡¦s customer-oriented organizational citizenship behavior. (3) Empower the nursing personnel and educate them knowledge and skills that are needed to delivery better service. (4) Value the feedback system for service performance.

­^¤åºK­n¡G In today¡¦s knowledge economy age, competition emphasizes on human capital and knowledge accumulation. It¡¦s quite a different way from manufacturing era when competitive competencies mainly come from machine assets, materials and land capital. Therefore, high quality of human resources becomes one of the key sources of business success and competitive advantages. Because the process of service delivery needs high degree of personal contact, the quality of service providers has great impacts on the quality of service provided. And cultivating employees with service intent and customer orientation is an important mission which can¡¦t be waited. The purpose of this study is to develop a scale using to measure the degree of internal marketing behaviors by referring to researches in the past and asking opinions from academic and practical experts. This study still tries to study the securities salesmen in the southern branches of integrated securities corporations and verify the relationship between the degree of internal marketing and behavior- based evaluation policies perceived by securities salesmen and the degree of their job satisfaction and customer orientation. In addition, this study also tries to test if securities salesmen feel higher degree of satisfaction about internal marketing policy, they have higher degree of job satisfaction and perform higher degree of customer orientation. There are six findings of this study. They are as the following: (1) the perceived degree of internal marketing and behavior- based evaluation policies and the satisfaction degree of internal marketing policy have positive impacts on the degree of security salesmen¡¦s job satisfaction. (2) job satisfaction and customer orientation isn¡¦t significantly related, and there could be some other factors which have impacts on this relationship. (3) the perceived degrees of internal marketing and behavior- based evaluation policies have positive impacts on the degree of securities salesmen¡¦s customer orientation. (4) the satisfaction degree of internal marketing policy is negatively related to securities salesmen¡¦s customer orientation. (5) the perceived degree of behavior- based evaluation policy moderates the relationship of the perceived degree of internal marketing policy and customer orientation. (6) the perceived degree of behavior- based evaluation policy moderates the relationship of the satisfaction degree of internal marketing policy and customer orientation. And the outcome of factor analysis of the perceived degree of internal marketing policy is six factor constructs, compensation, personal growth, comprehension, supervisors¡¦ concern, promotion and place constructs. The original product constructs is divided into three constructs, compensation, personal growth and comprehension, and the other constructs such as promotion, supervisors¡¦ concern and place constructs remain the same. The constructs we gain from this study are consistent with marketing mix, 7Ps.

<p>In this thesis I am going to investigate the trends within e-business, what it is that drive</p><p>these trends and why these drivers are of such importance. I chose this subject since I have</p><p>found it very interesting and useful in my career because of the importance it embraces in</p><p>today’s business world.</p><p>The aspect of e-commerce has changed a lot lately to in the beginning of the 1990s be</p><p>about being present on the Internet with a web site, to being about transactions, meaning</p><p>to buy or sell through digital media at the end of the 1990s, to today be about being used to</p><p>make profitability – an era that can be called e-business, because it is now that e-business</p><p>finally gets its big breakthrough and starts to be recognized as a necessity for companies to</p><p>survive. As long as e-business has existed so have trends in the same matter. What will be</p><p>the trends of e-business in the future? Impossible to say of course, but by taking today’s</p><p>major trends into consideration, and to look at what drives these trends might have, will</p><p>make it possible to get a glimpse of the future of this relatively new business phenomenon</p><p>called e-business.</p><p>To get the best result possible of my thesis I have made a wide literature study in the subject</p><p>by reading and examine accurate literature and articles as well as carried out interviews</p><p>with different IT-gurus and other persons that is thought to withhold a lot of information</p><p>about my chosen subject.</p><p>I have focused on two major trends being customer oriented trends and service digitization.</p><p>Customer oriented trends are trends which have their focus towards customers such</p><p>as customer service, offering more product choices and to have integrated solutions. Service</p><p>digitization is the transformation of paper-based transactions into the new integrated</p><p>multi-channel processes. The driver I have found of most significance and therefore focused</p><p>on is customers. Customers are important as drivers since they have adopted a new</p><p>role in the business process. Customers nowadays have found a way to let their voices to</p><p>be heard. With the help of blogs, social networks and wikis over the Internet they can express</p><p>their feelings and suggestions about products as well as companies and have so to say</p><p>gained a more active role as customers to also taking part of the development. This voice</p><p>of the customers is highly essential to listen to if you as a company want to survive in a</p><p>business world where customers get more and more power.</p><p>After finishing this study I came up with the importance of service, and especially customer</p><p>service as well of personalization and customization (to personalize the shopping experience</p><p>for the customer). Another important conclusion is the importance of customers,</p><p>both as trends to focus on, as well as drivers behind these trends.</p><p>ii</p><p>Acknowledgements</p>

Sammanfattning Syfte: Syftet med studien är att skapa förståelse för hur företag arbetar med rekrytering av kundorienterad personal med avseende på individens sociala förmåga, kompetens och drivkrafter för ett kundorienterat beteende.   Metod: Studien utgår från att uppnå en förståelse och tillämpar därför en kvalitativ metod. Det empiriska materialet har samlats in genom semistrukturerade intervjuer med tio anställda från olika fastighetsföretag i Sverige. Materialet analyserades sedan utifrån analysmetoden well-grounded theory.   Resultat &amp; slutsats: Studiens resultat visar att sociala förmågor, kompetens och drivkrafter är viktiga faktorer vid bedömning av kundorienterade egenskaper vid rekrytering, men att företagen lägger olika tyngdpunkt vid dessa faktorer. Resultatet visar att drivkrafter som motivation, engagemang, värderingar och attityder är av stor betydelse för företagen vid rekryteringstillfället. Ytterligare slutsats i studien är att individens sociala förmåga är av betydelse för företagen vid rekrytering, men att synen på vad som kännetecknar social förmåga skiljer sig mellan respondenterna. En av grundpelarna i den sociala förmågan enligt företagen är att det är viktig att individen kan skapa relationer med kunden och att relationsbyggandet är viktigt för långsiktigheten med kunden. När det gäller kompetens visar våra resultat att det finns en tydlig skillnad mellan företagen, vissa anser kompetens som mycket viktigt medan andra lägger mer vikt vid att individen har rätt attityd samt personlighet och att kompetens är någonting som individen kan lära sig när den väl blivit anställd.   Förslag till vidare forskning: I framtida studier vore det intressant att undersöka fler faktorer som kan påverka ett kundorienterat beteende än de som undersöks i denna studie, vilket därmed kan ge en vidare fördjupning av ämnet.   Uppsatsens bidrag: Vår studie bidrar med en ökad förståelse för hur fastighetsföretag arbetar med rekrytering av kundorienterad personal samt hur individens sociala förmåga, kompetens och drivkrafter påverkar ett kundorienterat beteende och hur dessa fångas upp vid rekrytering.   Nyckelord: Kundorientering, kundorienterat beteende, rekrytering, fastighetsföretag / Abstract Purpose of Study: The aim of this study is to create an understanding of how organizations work with recruitment of customer-oriented employees regarding the individual's social skills, competencies and motivation for a customer-oriented behavior.   Method: The study is based on achieving an understanding and therefore applies a qualitative approach. The empirical data were collected through semi-structured interviews with ten employees from various real estate companies in Sweden. The material was then analyzed based on the analysis method well-grounded theory.   Results &amp; conclusion: Our results demonstrate that social skills, competence and drivers are important factors in assessing the customer-oriented features in recruitment, but that firms place a different emphasis on these factors. The results show that drivers of motivation, commitment, values and attitudes are of great importance for organizations at the time of recruitment. A further conclusion of this study is that an individual's social skills are important for businesses in recruitment, but that the view of the characteristics of social skills differ between respondents. One of the pillars of social skills according to the companies is that it is important that the individual can create relationships with customers and building relationships is important for the long-term nature of the customer. In terms of skills, our results show that there is a clear difference between the firms, some consider skills as very important while others put more emphasis on the individual has the right attitude and personality and that skills is something that you can learn once you become employed.   Suggestions for further research: In future studies, it would be interesting to examine other factors that may affect a customer-oriented behavior than those investigated in this study, which can then make a further deepening of the subject.   Contribution of the thesis: Our study will provide greater understanding of how real estate companies work with recruitment of customer-oriented personnel, how social skills, competencies and motivation affect the individual´s customer-oriented behavior and how these factors are caught by the recruiters.   Keywords: Customer orientation, customer-oriented behavior, recruitment, real estate companies

In this thesis I am going to investigate the trends within e-business, what it is that drive these trends and why these drivers are of such importance. I chose this subject since I have found it very interesting and useful in my career because of the importance it embraces in today’s business world. The aspect of e-commerce has changed a lot lately to in the beginning of the 1990s be about being present on the Internet with a web site, to being about transactions, meaning to buy or sell through digital media at the end of the 1990s, to today be about being used to make profitability – an era that can be called e-business, because it is now that e-business finally gets its big breakthrough and starts to be recognized as a necessity for companies to survive. As long as e-business has existed so have trends in the same matter. What will be the trends of e-business in the future? Impossible to say of course, but by taking today’s major trends into consideration, and to look at what drives these trends might have, will make it possible to get a glimpse of the future of this relatively new business phenomenon called e-business. To get the best result possible of my thesis I have made a wide literature study in the subject by reading and examine accurate literature and articles as well as carried out interviews with different IT-gurus and other persons that is thought to withhold a lot of information about my chosen subject. I have focused on two major trends being customer oriented trends and service digitization. Customer oriented trends are trends which have their focus towards customers such as customer service, offering more product choices and to have integrated solutions. Service digitization is the transformation of paper-based transactions into the new integrated multi-channel processes. The driver I have found of most significance and therefore focused on is customers. Customers are important as drivers since they have adopted a new role in the business process. Customers nowadays have found a way to let their voices to be heard. With the help of blogs, social networks and wikis over the Internet they can express their feelings and suggestions about products as well as companies and have so to say gained a more active role as customers to also taking part of the development. This voice of the customers is highly essential to listen to if you as a company want to survive in a business world where customers get more and more power. After finishing this study I came up with the importance of service, and especially customer service as well of personalization and customization (to personalize the shopping experience for the customer). Another important conclusion is the importance of customers, both as trends to focus on, as well as drivers behind these trends. ii Acknowledgements