In order to reduce the risks, banks has two ways to evaluate the loan exposure. One is credit rating, and the other one is pledge collaterals. Many literatures and financial regulations are emphasizing on the importance of credit rating. However, with the illustration of a plenty of empirical study, the pledging collaterals are the popular way which was using by “lazy” banks. Credit rating or pledging with collaterals is the gap between theories and practices.  The aim of this thesis is to figure the factors which make the gap between the theories and practices. At last, the front-line employees are paid attention on. Since front-line employees are the first and direct one who contact customers. Reliability and responsiveness has a space to develop by training first-line employees, moral hazard controlling, and sectoral specialization the credit inspection.

Course: FOA214 Bachelor Thesis in Business Administration, 15 ECTS University: Mälardalens University School of Business, Society and Engineering Date: 2014, June 2nd Authors: Enkhluun Enkhmandakh, Cimin Ghaffari and Junyao Song Tutor: Zarina Osmonalieva Examiner: Eva Maaninen-Olsson Keywords: Hotel industry, service, internal marketing, front line employee, job satisfaction, Scandic Hotel. Research Question: How does Scandic Hotel in Västerås influence front line employee job satisfaction through internal marketing activities? Purpose of Research: The purpose of this thesis is to describe and analyze how hotels can influence front line employee job satisfaction through internal marketing. This thesis is useful for organizations in the hotel industry to gain a deeper understanding of the connection between internal marketing and job satisfaction as well as the outcome of job satisfaction. Method: This descriptive case study has used a deductive strategy. A qualitative approach was applied to collect the empirical data through interviews with the General Manager of Scandic Hotel in Västerås. Both primary and secondary data have been gathered to achieve the purpose. Within-case analysis was used to analyze the collected data. Conclusion: It was discovered that Scandic Hotel in Västerås acknowledges the importance of front line employee job satisfaction and is able to influence it through internal marketing activities. Through analyzing the theories and the empirical data two differences were found. It is believed that the result can be generalized to others in the hotel industry. The thesis also noticed a link between the four components of internal marketing and the five dimensions of job satisfaction.

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This is a dissertation about customer focus. Customer focus is a concept that can be understood in terms of giving the customer what the customer wants. It has been argued that the industrial society has transformed into a service society with the obvious consequence that services nowadays play a leading part, not at least in regard to customer focus. The customer of today is claimed to have lost interest in mass consumption and is much attracted to personalized and unique solutions, something that results in the fact that businesses must create or develop customer focus, i.e. listen to the customer’s wishes, needs, and demands. According to most researchers in this field, “service excellence” is the primary aspect one firm can use in order to successfully compete with other similar firms. According to Service Management, customer focus is much about developing a personal relationship between the service provider (employee) and the customer. In order to that, the service provider needs to adjust his or hers behaviour in accordance with the customer. This circumstance has a tendency to lead to a “master-and-servant” relation, in which the service provider must obey the various wishes, needs, and demands any customer may have. Most studies on customer focus have been undertaken in the context of low skill service work, but the results have often (implicitly) been generalized to comprise all service work in the whole service sector. As a consequence of this situation, my survey takes on high skill service work (banking and health care). The main purpose of the survey is to examine if the results and analyses, presented from service management apply when the services are not low skill. The results from this survey shows that Service Managements heavily emphasis of the personal relationship between employee and customer – in which the service provider in some meaning need to undertake the role of a servant – can be questioned. The results also show that there is a discrepancy between (bank customers’ and patients’) opinion on an abstract comprehensive level and a specific level where various situations and errands are defined. Further, the dissertation shows that the various factors that can be included in the conception of customer focus, need to be examine more carefully. Some factors integrate in a way that makes it difficult to separate them, and one specific factor can in fact hold a variety of essences.