It has become commonplace for interpreters to refer to Hebrews as a 'mysteiy,' or an 'enigma.' Indeed, many questions have remained unresolved. The aim of this thesis is to provide fresh answers to several questions by employing that branch of social psychology known as social identity theory. Who were the addressees? Relating the text to social identity theory, I conclude that the addressees categorised the world into two groups, 'us' and 'them.' They understood their group, 'us,' to be the 'faithful.' Similarly, they understood 'them' (a symbolic outgroup of 'all others'), to be the 'unfaithful.' How did the addressees understand the faithfulness of Jesus? Why did the author compare Jesus with Moses, Melchizedek, and others? Relating Hebrews to the theories of 'prototypicality' and 'shared life story,' I argue that the author described the faithfulness of Jesus as 'prototypical,' and that he portrayed all others in relation to Jesus. In addition, he integrated both Jesus and the addressees into an ongoing story of faithfulness. What is the meaning of the promised 'rest?' Utilising a model of 'present temporal orientation,' I conclude that the author described the 'antecedent' faithfulness of many 'witnesses' and the 'forthcoming' promised rest of the addressees. He also encouraged them to use 'foresight,' to 'consider their future, by looking to the past.' Finally, what was the purpose of the text? Social identity theorists explain that groups with a negative social identity have two broad options: 'social mobility' and 'social change.' I argue that the author provided internal constraints which were meant to prevent 'social mobility,' and utilised 'social creativity' (an aspect of 'social change') to provide a positive social identity for the addressees.

Poucas pesquisas têm sido feitas na Internet, especificamente com os indicadores que sugerem consumidores visitar novamente o site. Diante desse contexto, esse trabalho teve por objetivo propor e testar um modelo teórico dos possíveis determinantes da lealdade no ambiente de varejo virtual. O método de pesquisa foi uma survey pela internet com 515 compradores. O método de análise foi a modelagem de equações estruturais. Dos antecedentes propostos como explicadores da lealdade (qualidade, comprometimento, valor e confiança) valor e confiança não se mostraram significativos em predizer o construto dependente. Assim, comprometimento nesse contexto foi o principal explicador de lealdade. O trabalho também analisou a estrutura multidimensional e seqüencial de Oliver (1999). Como principais resultados a parte de dimensionalidade da lealdade foi confirmada e a seqüencial não foi. Outras conclusões deparadas foram: (1) as definições conceituais de comprometimento e lealdade estão muito próximas e estes convergem fortemente para um mesmo conceito; (2) lealdade afetiva modera a relação entre cognição e conação; e cognição e ação e (3) em cada momento que o consumidor supostamente passa pelos estágios da lealdade, existe um aumento significativo de R² da variável dependente. Considerações finais, limitações da pesquisa e sugestões para investigações futuras fazem a etapa final do trabalho. / Within the Internet there are little research made, specifically with the indicators that suggest consumers to revisit the site. In that context, that thesis had as a main goal to propose and to test a theoretical model of the loyalty determinants in the virtual retail atmosphere. The research method was an internet-survey with 515 buyers. The data analysis used structural equation modeling. From the predictors of loyalty (i.e.: quality, commitment, value and trust) value and trust were non-significant in predicting the endogenous variable - loyalty. Thus, commitment was the principal loyalty predictor, having the strongest beta value. The work also analyzed Oliver’s (1999) multidimensional and sequential structure. As principal results, the loyalty dimensionality was confirmed, but the sequence structure did not. Other conclusions of the master thesis were: (1) the conceptual definitions of commitment and loyalty are very close and these two constructs converge strongly for an unique concept; (2) affective loyalty moderates the relationship between cognition and conative; and between cognition and action and (3) in every moment that the consumer supposedly cross the loyalty phases, a significant increase of R² in the dependent variable exists. Final considerations, research limitations and suggestions for future investigations make the end of the work.

Employees choosing their employer rather than the employer choosing their employees have resulted in an increased interest of understanding what is requested among today's workforce. The growing generation of the labour market, Millennials, have been shown to create difficulties for organisations, in form of an increased turnover rate among them. In order to decrease the turnover rate, the purpose of this thesis is to provide a better understanding of Millennials’ preferences when choosing a company, and factors that would make them loyal. Previous theory state important factors that are affecting Millennials, but these are studies conducted in countries such as Canada, the USA, and India. Therefore, this thesis focuses on Millennials in Sweden. To gain a deeper understanding of Millennials’ preferences, semi-structured interviews, with non-standardised questions were held. To analyse the empirical data a thematic method was used. This made it easier to compare the data with previous literature. Findings suggest that relations with colleagues and managers are an important factor that affects both the choice of employer and the loyalty towards them. Moreover, psychological work environment, values, progress, and salary were mentioned as essential factors. Depending on the research question, the outcome differed. / På dagens arbetsmarknad har det visat sig att anställda väljer sin arbetsgivare, istället för att arbetsgivaren väljer sina anställda, vilket har resulterat i ett ökat intresse i vad som efterfrågas bland dagens arbetskraft. Den växande generationen på arbetsmarknaden, millenniegenerationen, har visat sig skapa svårigheter för organisationer, däribland genom ökad personalomsättning. Syftet med uppsatsen är att öka förståelsen för hur denna generation väljer en arbetsgivare och vilka faktorer som skulle bidra till deras lojalitet. Tidigare forskning har påvisat viktiga faktorer som påverkar millenniegenerationen, men denna forskning är främst utförd i Kanada, USA och Indien. Därför fokuserar detta arbete på millenniegenerationen i Sverige. För att få en djupare förståelse för generationens preferenser för en arbetsgivare utfördes semistrukturerade intervjuer med icke-standardiserade frågor och analyserades med hjälp av tematisk analys. Detta underlättade arbetet i jämförelsen mellan data och tidigare forskning. Slutsatserna av analysen var att relationer med kollegor och chefer är en viktig faktor som påverkar både valet av företag, samt lojaliteten mot dessa. Utöver det var den psykologiska arbetsmiljön, värderingar, utvecklingsmöjligheter och lön viktiga faktorer. Beroende på forskningsfrågan blev innebörden olika.

Even though penalty policies have been adopted as airlines marketing strategies, little academic literature is found. Popular industries which were investigated for penalty policies include cell phone, credit card, hotel, airlines, bank, college, retail store, restaurant, and day care service companies. Notwithstanding the penalty policies commonly adopted in the airline industry, literature for airlines penalty policies is difficult to find and no literature exists to examine the impact of penalties based upon actual data from airlines. This study is the first research to investigate the impact of the penalty policy of airlines concerning the re-purchase behaviour of penalized customers by the actual data collected in the airline company. In this study, a total of 200 cases of data were collected from the airport authority and an international airline company in South Korea. The collected data were reviewed and categorized by demographic factors of customers including gender, and age; by the relationship with the airlines such as customer membership status of the airline loyalty programme; and by the results of the penalty resolution process such as whether the penalty was waived, the reasons for complaints concerning penalty charges, and the results of customers’ repurchase behaviour. To identify the reasons for customer complaints concerning imposing a penalty, all cases of complaints were reviewed and categorized. Attributes of the penalty and concept of perceived justice theory composed of distributive, procedural, and interactional justice were used to understand which factors play a key influential role in customer re-purchase behaviour. According to coding the table, the categorized data were coded and tested by parametric analysis (logistic regression model) in SPSS 20 program and ANOVA. As a result of the research, the customers’ loyalty programme membership status has been shown to positively influenced the re-purchase behaviour. The factors concerning penalty amount and severity (related to distribution justice) negatively affect customer re-purchase behaviour. The other factors are indicated as not significant to customer re-purchase behaviour. This study suggests that the valuable idea from the impact of penalty for the re-purchase behaviour should be considered by airline executives who should build more effective penalty policies. Especially, imposing a penalty amount is considered as one of the most significant factors affecting the perception of fairness and customer intention to raise complaints. In addition to the penalty amount, the airline loyalty programme membership status has to be considered as a key factor to maintain customer loyalty where penalties have been imposed.

Poucas pesquisas têm sido feitas na Internet, especificamente com os indicadores que sugerem consumidores visitar novamente o site. Diante desse contexto, esse trabalho teve por objetivo propor e testar um modelo teórico dos possíveis determinantes da lealdade no ambiente de varejo virtual. O método de pesquisa foi uma survey pela internet com 515 compradores. O método de análise foi a modelagem de equações estruturais. Dos antecedentes propostos como explicadores da lealdade (qualidade, comprometimento, valor e confiança) valor e confiança não se mostraram significativos em predizer o construto dependente. Assim, comprometimento nesse contexto foi o principal explicador de lealdade. O trabalho também analisou a estrutura multidimensional e seqüencial de Oliver (1999). Como principais resultados a parte de dimensionalidade da lealdade foi confirmada e a seqüencial não foi. Outras conclusões deparadas foram: (1) as definições conceituais de comprometimento e lealdade estão muito próximas e estes convergem fortemente para um mesmo conceito; (2) lealdade afetiva modera a relação entre cognição e conação; e cognição e ação e (3) em cada momento que o consumidor supostamente passa pelos estágios da lealdade, existe um aumento significativo de R² da variável dependente. Considerações finais, limitações da pesquisa e sugestões para investigações futuras fazem a etapa final do trabalho. / Within the Internet there are little research made, specifically with the indicators that suggest consumers to revisit the site. In that context, that thesis had as a main goal to propose and to test a theoretical model of the loyalty determinants in the virtual retail atmosphere. The research method was an internet-survey with 515 buyers. The data analysis used structural equation modeling. From the predictors of loyalty (i.e.: quality, commitment, value and trust) value and trust were non-significant in predicting the endogenous variable - loyalty. Thus, commitment was the principal loyalty predictor, having the strongest beta value. The work also analyzed Oliver’s (1999) multidimensional and sequential structure. As principal results, the loyalty dimensionality was confirmed, but the sequence structure did not. Other conclusions of the master thesis were: (1) the conceptual definitions of commitment and loyalty are very close and these two constructs converge strongly for an unique concept; (2) affective loyalty moderates the relationship between cognition and conative; and between cognition and action and (3) in every moment that the consumer supposedly cross the loyalty phases, a significant increase of R² in the dependent variable exists. Final considerations, research limitations and suggestions for future investigations make the end of the work.

For many years, the experience and entertainment industry overall has had strong growth and become something that is important for the current tourism in big cities. Repeatable experiences mean that there is a second-hand value of the experience and that it is possible to implement again. This means that visiting attractions, such as Gröna Lund, are places that allow visitors to experience their roller coasters and other experiences several times, which leads to more frequent visits. The intention of this study is to investigate what motivates young adults to repeatedly visit the amusement park Gröna Lund repeatedly. Interviews have been conducted with seven respondents aged 20–25 who return to Gröna Lund several times a year. An interview with Gröna Lund’s project manager at the marketing department has also been conducted. The interviewers’ answers have been analyzed along with selected theories of loyalty development, push and pull factors and the communications process. The result shows that all respondents have a loyalty to Gröna Lund and are motivated to visit the park both through the promotion of Gröna Lund on social media, but also through the products that the park offers, mainly rides and concerts. It turns out that they are also motivated to return to Gröna Lund, with family and friends, as a tradition.

A retenção de clientes pode ser um diferencial competitivo para provedores de serviços e, sob a ótica das trocas relacionais, torna-se fundamental entender os fatores determinantes que a antecedem, identificando os construtos que a estimulam. Para o desenvolvimento desta pesquisa, foi desenvolvido e testado um Modelo Teórico, com suas respectivas hipóteses, que contemplam os construtos Táticas Vinculantes (Financeiras, Sociais e Estruturais), Reputação do Provedor de Serviços, Confiança e Compromisso como antecedentes da Retenção de Clientes. Neste sentido, o objetivo geral deste trabalho foi analisar as Táticas Vinculantes (Financeira, Social e Estrutural), a Reputação do Provedor de Serviços, a Confiança e o Compromisso como antecedentes da Retenção de Clientes. Foi realizado o levantamento teórico que aborda a Retenção de Clientes, bem como o entendimento e a análise dos construtos que a antecedem e que a afetam. Posteriormente, foi realizado um estudo quantitativo, de caráter descritivo, por meio da implementação de uma survey. A análise dos resultados foi feita com base em estatísticas multivariadas, utilizando-se a técnica da Modelagem de Equações Estruturais para se observar e analisar os elementos que compõem o fenômeno em estudo. A amostra foi composta por 344 empresas-clientes dos provedores de serviços contábeis pesquisados. Os resultados da pesquisa indicam que o Modelo Teórico apresentou índices satisfatórios, considerando-se o seu ineditismo. As contribuições e destaque são a comprovação de que as Táticas Vinculantes Financeiras, Sociais e Estruturais impactam positivamente a Confiança; que a Confiança e o Compromisso impactam positivamente na Retenção de Clientes; e que a Reputação do Provedor de Serviços não tem influência significativa sobre a Retenção de Clientes e a Confiança. / Submitted by Ana Guimarães Pereira (agpereir@ucs.br) on 2016-07-08T13:35:44Z No. of bitstreams: 1 Tese Renato Breitenbach.pdf: 1670412 bytes, checksum: 10052a347c6ff1deded25c29b7a3938f (MD5) / Made available in DSpace on 2016-07-08T13:35:44Z (GMT). No. of bitstreams: 1 Tese Renato Breitenbach.pdf: 1670412 bytes, checksum: 10052a347c6ff1deded25c29b7a3938f (MD5) Previous issue date: 2016-07-08 / Customer retention can be a competitive advantage for service providers and, from the perspective of relational exchanges, it is essential to understand the determinants that precede, identifying the constructs that stimulate. To develop this research project, it was developed and tested the theoretical model, with their hypotheses, which includes the constructs bonding Tactics (Financial, Social and Structural), Reputation Service Provider, Trust and Commitment as antecedents to the Customer Retention. In this sense, the aim of this study was to analyze the bonding Tactics (Financial, Social and Structural), the Reputation of the Service Provider, Trust and Commitment as background to the Customer Retention. It was held the theoretical research that addresses the Customer Retention and understanding and analysis of the constructs that precede and that affect it. Subsequently, it conducted a quantitative study of a descriptive nature, by means the implementation of a survey. The analysis was based on multivariate statistics and it used the technique of structural equation modeling to observe and analyze the elements of the phenomenon studied. The sample consisted of 344 client companies of financial services providers reaserched. The survey results indicate that the Theoretical Model stated presented satisfactory levels, considering its originality. Still, the associations were analyzed time and size of client and the type of business and the form of taxation adopted, confirming that client's size affects the bonding Financial Tactics. The contributions and highlight are proof that the tactics bonding Financial, Social and Structural positively impact the Trust; the Trust and Commitment impact positively on Customer Retention; the Reputation of the service provider has no significant influence on Customer Retention and Trust.

Thesis submitted in fulfilment of the requirements for the degree Master of Technology: Public Relations Management in the Faculty of Informatics and design at the Cape Peninsula University of Technology 2014 / This study examined KAPPAHL and IKEA’s Corporate Social Responsibility activities and the effect it has on building consumer brand loyalty. The conceptual framework of the study is built on two theories, stakeholder theory and triple bottom line theory, which are relevant to the objectives of this study. The methodology of the present study is qualitative approach, undertaken for the study through analysis of the CSR activities practiced in the two selected organisations. The CSR objectives, plan, implementation strategies and role of various stakeholders have been analysed. The research concludes that there are several factors that help create brand value and consumer brand loyalty and CSR can be one of those factors. The main role of CSR in the process of branding is to assist the brand to “keep its promise” to the consumers. One way to achieve this is through clear and consistent CSR communication. The research suggests that a key point in an organisation’s CSR communication strategy is to always take action before communicating. By offering total transparency with the organisation’s CSR work and efficiently conveying its possible impact, CSR can serve as an effective tool in educating and engaging the consumer about the brand. In a more emotional and personal economy, CSR helps to create a more genuine and deeper relationship with consumers wherein bold and unrealistic advertising campaigns without any social commitment may fail to attract consumers. While advertising mostly seeks to assert what a brand wishes to be, this study implies that CSR takes the proposition of what the brand actually has done and what it has achieved. In a period when organisations seek to build relationships between the consumer and the brand, a value based and honest approach towards CSR helps in creating a more genuine and loyal relationship which certainly enhances the value of the brand

Downhill skiing in the Swedish mountain range is an activity that increases in number of visitors for each year. It attracts a large amount of tourist that visit the destinations for different reasons. In order to succeed amongst the amount of destinations, it ́s necessary to differentiate themselves from competitors, and work out a clear strategy of attracting visitors to their own destination. The aim of this study is to examine how Swedish destinations that offers downhill skiing to tourist works to create attractiveness. This is studied with factors such as competitive advantages between destinations, loyalty towards the tourists, how the organization in the destination works with segments and target groups, and at last, how accessibility affects the number of visitors. This has been done through semistructured informant interviews, with managers in the area at four different destinations in the Swedish mountain range, together with literature studies of previous studies in the field. The result of the study tells us about how the destinations work and their strategies to expand and attract more visitors. Many of the destinations consider loyalty as one of the most important factors for a successful destination in the long run. The result also shows how competitive advantages are a fundamental part of differentiating themselves from others, to have a clear vision of what they can offer, facilitates efforts to attract visitors.

This paper is about the omnichannel marketing strategy, defined by Levy, M., Weitz, B., and Grewal, D. (2013) as, “a coordinated multichannel offering that provides a seamless experience when using all of the retailer’s shopping channels”. This is an evolution of the multichannel marketing strategy and a topic that remains underexplored in the academic world. The aim of the omnichannel strategy is to expand the available touch points and combine the advantages of the interactive aspect of a physical store with the information-rich experience aspect of online shopping (Frazer & Stiehler, 2014). This paper is focused on the fashion retail industry in Sweden, an industry worth 206 billion Swedish SEK turnover in 2011 (Volante Research, 2015), which has seen a steady growth in the use of online shopping services.   The purpose of this paper is to explore what implications an omnichannel strategy may have on customer loyalty in the fashion industry in Sweden. The method used to assess the potential implications involved five focus group sessions with a total of twenty-five millennial participants. The primary and secondary information gathered was broken down and analysed using a conceptual model, inspired by existing theories, developed specifically for this paper. This analysis lead to the conclusion that, although the omnichannel strategy can provide benefits for customers and ease the shopping experience, customers do not see the strategy as being a make or break factor in their satisfaction and loyalty development.