Sökning: "Andreas Thörnblad"

Hittade 1 uppsats innehållade orden Andreas Thörnblad.

  1. 1. Customer Relationship Management within the Industry of Speciality Stores : How customer loyalty can be explained by satisfaction, trust and commitment

    Kandidat-uppsats, Ekonomihögskolan, ELNU

    Författare :Andreas Thörnblad; Marcus Ahlmén; Petter Jönsson; [2012]
    Nyckelord :relationship marketing; customer relationship management; crm; speciality stores; satisfaction; trust; commitment; word-of-mouth communication; customer retention;

    Sammanfattning : The purpose of this thesis is to explain how satisfaction, trust and commitment impacts customer retention and word-of-mouth communication within the industry of Speciality Stores. The study takes off from a historical perspective where the development of marketing is presented, which ultimately leads to customer relationship management (CRM). LÄS MER