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Kundlojalitet: En studie om hur långsiktiga kundrelationer skapas på en tjänstemarknad
Södertörn University College, School of Business Studies.
Södertörn University College, School of Business Studies.
2010 (Swedish)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

Purpose: The study aims to, from a companys point of view, describe how strategic work with customer loyalty is done.

Conclusion: Another possible way to try to create loyalty is to exceed the expectations whether the customer is a member of the loyalty program or not. A strong brand with a good reputation can also contribute to a stronger loyalty. Reward systems gradually reward the customers since they first need to collect points, or in this case miles, to be able to use them later on. The staff is often educated in service to be able to interact with the customer in a professional manner. One way to interact with the members of the loyalty program is through profiles on the internet. To work with loyalty programs is a way for companies to get loyal customers.

Place, publisher, year, edition, pages
2010. , 55 p.
Keyword [en]
service management, customer loyalty, customer value/satisfaction, customer loyalty programs, the airline industry, frequent flyer programs
Keyword [sv]
Relationsmarknadsföring, kundlojalitet, kundvärde/tillfredställelse, kundlojalitetsprogram, flygbranschen, frequent flyer programs
National Category
Business Administration
Identifiers
URN: urn:nbn:se:sh:diva-3588OAI: oai:DiVA.org:sh-3588DiVA: diva2:325165
Uppsok
Social and Behavioural Science, Law
Supervisors
Available from: 2010-06-18 Created: 2010-06-17 Last updated: 2010-06-18Bibliographically approved

Open Access in DiVA

fulltext(276 kB)915 downloads
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Type fulltextMimetype application/pdf

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CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf