Bakgrund: Majoriteten av e-handelsföretagen verksamma inom klädbranschen når inte lönsamhet vilket till viss del beror på den höga returandelen som i dagsläget ligger mellan 20-50 procent. Returandelen har ökat under de senaste åren och tros öka även i framtiden. Genom att minska sina returer med ett fåtal procent skulle e-handelsföretag kunna spara flera miljoner, dock kan kundlojaliteten gå förlorad om inte företaget möter kundens förväntningar gällande returhanteringen. Syfte: Syftet är att identifiera olika kunders returbeteenden för att förstå hur företagens returhantering kan anpassas till olika kundgrupper. Metod: I studien har författarna använt sig av en kvalitativ undersökningsmetod med ett hermeneutiskt förhållningssätt och tillämpat en explorativ samt deduktiv ansats. Resultat: Studien har identifierat två olika typer av kundgrupper med olika köp- och returbeteenden, således bör företagen segmentera kunderna utifrån dessa faktorer för att skapa en väl utförd returhantering. Företagen kan förbättra sin lönsamhet genom att kundanpassa sin returhantering eftersom en kundanpassad returhantering medför en ökad kundtillfredsställelse, ett ökat mervärde och en förbättrad kundlojalitet, vilket resulterar i en ökad lönsamhet hos företagen. / Background: The majority of the e-commerce companies in the retail industry are not profitable which is partly due to the high percentage of returned goods, which in the current situation is between 20-50 percent. In recent years the proportion of returned goods has increased and is also believed to increase in the future. By lowering the returns of goods with a few percent the e-commerce companies could save several millions, however customer loyalty can be lost unless the companies meets the customers’ expectations regarding the returns process. Purpose: The purpose is to identify the difference in customers’ returning behaviors in order to understand how companies' returns management can be adapted to different customer segmentations. Research method: The authors of the thesis have used a qualitative research method with a hermeneutic approach and applied both an explorative and a deductive approach. Results: The study has identified two different types of customer groups with different purchase and returns behaviors, thus companies should segment the customers based on these factors and the customers should be treated differently by the companies when it comes to returns management. The companies can improve their profitability by customizing their returns management because it generates greater customer satisfaction, increased added value and improved customer loyalty which results in increased profitability for the companies.

No abstract available. / Thesis (M.T.R.P.)-University of Natal, Durban, 1999.

Zugl.: Berlin, Humboldt-Univ., Diss.

Thesis (M. Hous. M.)--University of Hong Kong, 1998. / Includes bibliographical references (leaves 59-63).

Thesis (M.Hous.M.)--University of Hong Kong, 1998. / Includes bibliographical references (leaves 59-63). Also available in print.

Made available in DSpace on 2015-04-17T15:02:16Z (GMT). No. of bitstreams: 1 arquivototal.pdf: 1820163 bytes, checksum: be65a022190ff6336bc43ec22a2e653e (MD5) Previous issue date: 2010-07-29 / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior - CAPES / Growth in the informal economy is a troubling trend that is beginning to cause a split social consequence, the gradual demoralization of the tax collection system of the State, which formally begins with a minimum of legal norms the development of this economy, with construction space intended for that market. The Shopping Center Terceirão in João Pessoa-PB, is one of those buildings, which highlights the presence of some of these evangelical churches actively participating in business activities and through its symbolic power, direct marketers adherents of a particular sect to use a particular language that identify and heat sales. To understand the scale of representations and the reasons for those actions as well as their interaction with certain subjective signs, semiotic elements were used to compare with Weberian studies, taking into account the spread of Protestantism site, combined with the mercantile spirit, which comes to a "particular ethos" to the interaction of a capitalist conception / informal, with a religious ethics / mercantilist. The study was based on an ethnographic research whose overall objective was to analyze from the transdisciplinarity: religion, morality and economics, the behavior of this triad in the face of an ethical nature of Calvinist religious employed by those churches. As data collection instruments were used participant observation and semi-structured interviews. The results showed that the adoption of ethics that binds a particular religious doctrine with a need, is characterized by the imperative to rationalize the feelings that governs the social and personal relationships of the group and acts as a legitimate element of these churches, therefore, the interaction the dynamics of the informal market with religious agents there is a dichotomous relationship between ideas an interests of the group / O Crescimento da informalidade na economia é um fenômeno inquietante que começa a provocar uma cisão social de conseqüências imprevisíveis, pela paulatina desmoralização do sistema de arrecadação tributária do Estado, que começa formalizar com um mínimo de normatização jurídica o desenvolvimento dessa economia paralela, com a construção de espaços destinados a esse mercado. O Shopping Centro Terceirão em João Pessoa-PB, é uma dessas construções, que chama atenção pela presença de algumas igrejas evangélicas participando ativamente dessas atividades mercantis e através de sua força simbólica, direciona os comerciantes adeptos de uma determinada vertente religiosa a usar uma linguagem peculiar que os identificam e aquecem as suas vendas. Para compreender a dimensão das representações e dos motivos dessas ações, bem como sua interação subjetiva com determinados signos, foram utilizados elementos semióticos para comparar com estudos Weberianos, levando em consideração a propagação do protestantismo local, aliado a esse espírito mercantil, que vem a dar um ―ethos particular a essa interação de uma concepção capitalista/informal, com uma ética religiosa/mercantilista. O Estudo teve como base uma pesquisa etnográfica, cujo objetivo geral foi analisar a partir da transdisciplinariedade: religião, moral e economia, o comportamento dessa tríade frente a uma ética religiosa de cunho Calvinista empregada por aquelas igrejas. Como instrumentos de coleta de dados foram utilizados a Observação Participante e Entrevistas Semi-Estruturadas. Os resultados apontaram que, a ética que vincula adoção de uma determinada doutrina com uma necessidade religiosa, é caracterizada pelo imperativo de racionalização dos sentimentos que rege as relações sociais e pessoais do grupo, bem como age como elemento legitimador dessas igrejas, portanto, na interação da dinâmica do mercado informal com os agentes religiosos existe uma relação dicotômica entre idéias e interesses do grupo

The purpose of this master’s thesis was to investigate how museum stores are governed, with a focus on museum stores situated in museums in Stockholm and on museums stores which are part of a government agency. The purpose was also to investigate the relationship between the museum and the consumption in the museum store in general.  The thesis shows that museum stores which are part of a government agency are governed by their appropriation directions, including the direction that the museum stores must be fully financed. However, the museum stores are also influenced by guidelines that have not been written down, expectations from the museum and from museum patrons. Other factors not within the control of the museum were also of importance, and could limit the choices available for the museum store managers as well as be a source of inspiration. The result also shows that the museum store and the consumption it’s associated with, is seen as either a threat, a necessity or a possibility: The museum store is often viewed as being at odds with the main role of museums in general, while also being considered a necessity, helping the museum to meet the patron’s expectations. In some cases the museum could benefit from the museum store, due to the stores’ possibility of improving upon the museum visit, or making a profit usable in other museum activities. The source material was gathered from the websites of international and national organisations within the museum field. Material was also gathered during interviews with museum store managers in Stockholm. The theory used was cultural economics and consumption studies. The method for this essay was interviews, minor field studies, linguistic analysis. The focus of this essay was how the museum store is governed. The essay does not, for example, research how the museum visitors or museum patrons experienced the shop. This is a two years master’s thesis in Museum and Cultural Heritage Studies

Chan Kwan Sin, Kelly. / Subtitle on added t.p.: An alternate shopping centre for creativity. / "Architecture Department, Chinese University of Hong Kong, Master of Architecture Programme 2009-2010, design report." / "May 2010." / Includes bibliographical references (p. 83). / Chiefly in English, some text in Chinese. / preface --- p.1 / reaseach / introduction --- p.3 / what is wrong in the city? --- p.4 / spiritual satisfaction --- p.7 / consumerism --- p.11 / cultural capital --- p.18 / alternative avocations --- p.20 / summery --- p.30 / design / concept --- p.32 / case study --- p.33 / spatial interpretation --- p.40 / scheme 1 --- p.43 / scheme 2 --- p.54 / design development --- p.60 / appendix --- p.82

During recent years, technology has played a crucial role in shaping the retail industry. Digitalisation and e-commerce are seen as the future of retailing. However, big online retailers have shown increasing interest in offline shopping by heavily investing in brick and mortar stores. The strategy of a retailer making use of both offline and online channels is called omnichannel strategy. This study investigates why online retailers are investing in physical stores and what is the impact of this decision on their customer base. The study uses a two-step research. First, a case study on the Swedish retailer NetOnNet is conducted to confirm the theoretical framework and build the research model. Then, a quantitative research with questionnaire is used to investigate the impact of an omni-channel strategy on the consumers’ attitudes towards the retailer. The results show that awareness and control are the factors most affected by an omni-channel strategy. Instead, having both an online and offline presence does not have a relevant impact on the factors trust, perceived risk and personalisation.

A partir da perspectiva pós-estruturalista e de uma aproximação entre dois referenciais – o campo dos Estudos Culturais e a abordagem foucaultiana – este estudo traz como principal cenário a instituição shopping center. De forma geral, discuto, nessa Dissertação, os lugares que estão sendo destinados às crianças em shopping centers, especialmente nos empreendimentos denominados Iguatemi e Praia de Belas, ambos situados na cidade de Porto Alegre, RS, Brasil. O foco mais específico deste estudo está nos espaços infantis que são estrategicamente montados, dentro de shopping centers, para “abrigar” crianças de dois a dez anos enquanto suas famílias envolvem-se em outras atividades. Interessou-me ver, em especial, como tais espaços infantis são organizados, como são codificados e de que forma a organização e a codificação desses espaços acabam por distribuir os vários elementos constituintes desses (e constituídos nesses) mesmos espaços. Em suma, interessou-me ver, nessa Dissertação, que práticas disciplinares são colocadas em funcionamento nos e pelos lugares de criança dos shopping centers.