KUNDRELATIONER : - En fallstudie på Nyby Torshälla Ridklubb

Sammanfattning: Abstract – “Customer relationships – A case study on Nyby Torshälla Riding Club” Date: December 20th 2011 Level: Bachelor thesis, 15 ECTS Institution: School of Sustainable development of society and technology, Mälardalen University Authors: Linn Ericsson, Elenor Flodin, Emma Jakobsson 22nd June 1987 24th April 1987 24th May 1989 Title: Customer relationships – A case study about Nyby Torshälla Riding Club Tutor: Daniel Tolstoy Keywords: Relationship marketing, customer relationships, customer loyalty. Purpose: The purpose of this thesis is to analyze how Nyby Torshälla Riding Club maintains their customer relationships. This is to get a deeper insight into how small service companies, in a business to consumer market on a local basis, strategically can work with their customer care. Method: The study was qualitative in its nature and was based on an inductive approach. The primary data has been collected through personal interviews and since the respondents were selected strategically, this means that a non-probability sampling was used. The secondary data that has been used for this thesis was based largely on literature, articles and the Nyby Torshälla Riding Club website. Conclusion: This study indicates how small size service companies can benefit from nurturing their customer relationships. We have identified the connection between customer care, customer loyalty and well established customer relationships. These theories are connected to the case study of Nyby Torshälla Riding Club.