The purpose of this study has been to examine online travel magazines as an information source and as a virtual service scape. The traditional travel magazines are facing a change due to the technological development and the web has become an important platform for both customers and companies. The virtual service scape opens new opportunities for interaction and we found a great interest in examining which possibilities and limitations travel magazines are facing. This study is based on a qualitative approach because we wanted to gain a deeper understanding and a complete picture of our chosen subject. We have completed six interviews; three of them were consultants, one publishing director, one editor and a research student. The good variety of respondents contributes to a broader perspective and useful knowledge.In chapter five we present our conclusions on the basis of our empirical analysis. We have found in our paper that travel magazines are much more available than traditional magazines because of the possibilities the web provides. Some of the main conclusions are that online travel magazine as virtual service scapes enables interaction and involvement between customers, and the company, which creates new opportunities but also constraints. Since this is a qualitative study it is difficult to create a comprehensive picture of the final conclusions, thus we refer to Chapter 4 Empirical and theoretical Analysis and Chapter 5 Conclusion, to get a deeper understanding of our study.

Syfte och forskningsfrågor: Vårt syfte är att utreda och analysera relationsskapande i banksektorn, vilket sker både genom fysisk personlig interaktion och via kundmedverkan online. Avsikten är att bidra till kunskap om vad som påverkar skapande och utvecklande av konsumentrelationer med denna utgångspunkt. 1. Vilka är centrala faktorer för skapande och utvecklande av relationer inom banksektorn? 2. Vilka aspekter är framträdande i kundens roll i det traditionella- respektive virtuella servicelandskapet? Metod: Studien av kvalitativ karaktär och har genomförts utifrån ett växelspel mellan deduktion och induktion, vilket resulterade i en abduktiv forskningsansats. Datainsamlingen har utförts genom fem semistrukturerade intervjuer med representanter från banksektorn, som har stor kompetens inom ämnet. Slutsats: Studien har resulterat i kunskap kring att det är väsentligt för banker att finnas tillgängliga både fysiskt, genom personliga möten, och via plattformar online. Vi har konstaterat att olika aspekter, beroende på vilket sätt banken möter kunden, fysiskt eller virtuellt, är viktiga för att utveckla och bibehålla kundrelationer. Vi har identifierat sju nyckelfaktorer för att relationen mellan banken och kunden ska bli så gynnsam som möjligt för båda parterna: proaktivitet, anammande av fintech-tjänster, sömlösa- och lättnavigerade plattformar, utbildande av kunder, aktivt arbete med sociala medier, tillvaratagande av CRM-system samt anpassande av den fysiska miljön för kundens välbefinnande. / Purpose and research questions: Our aim is to investigate and analyze the creation of relations within the banking sector, which occurs through physical personal interaction and online customer participation. The intention is to contribute with knowledge regarding what influences the creation and development of consumer relations. 1. Which are the key factors for creation and development of relations within the banking sector? 2. Which are the prominent aspects of the customer's role in the traditional and virtual servicescape? Method: The study is of qualitative character and was completed through an interaction between deduction and induction, which resulted in an abductive approach. The empirical data was gathered through five semistructured interviews with knowledgeable representatives from the banking sector. Conclusion: The study has resulted in knowledge, that it is essential for banks to be available both physically, through personal meetings, and through online platforms. We have found that different aspects, depending on the way the bank meet their customer, physically or virtually, is important for developing and maintaining the customer relations. We have identified seven key factors to make the relation between the bank and the customer as beneficial as possible for both parties: proactivity, acceptance of fintech services, seamless- and easy-navigated platforms, educating the customers, active social media channels, usage of CRM systems, and adaptation of the physical environment to satisfy the customers well-being.