IT som marknadsstrategiskt hjälpmedel - en studie om långsiktiga relationer
Abstract (Summary)The most dominating channel for communication, connecting companies and customers, during the 1900 century was those who included either physical contact or phone contact. However, when Internet started to make its way as a channel for communication, a whole new opportunity opened up for the companies. Since then Internet has grown to be an important part for any company that wants to gain market shares. One of those markets is the market of travelling.This paper discusses the Swedish industry of travelling, and different travel organizers use of Internet as a mediate for long-term relationships. The paper is built on a comparison between three companies that all distributes journeys, this is to examine the Internet communications effect on the electronic relationship (e-relation) with customers.Three travel organizers with similar visions and objectives are compared in this paper, these are Apollo, Fritidsresor and Ving. The informants from the three travel organizers have been interviewed during autumn 2006. These companies are together reaching a new record this year (2006) with a total profit of 600 million Swedish kronor. This can be interpreting as these companies are large in their industry, and therefore interesting for this paper. The examination is based on a method of quality, through personal interviews with each company.This paper adopts a business perspective and therefore a certain type of theories is chosen. Primarily treated theories are communication and relationships. These theories are significant when the author’s trying to find factors that are important in travel organizers work with creating long-term e-relationships.All together three factors create favourable conditions for a good Internet communication with the customer. The first factor is confidence and foremost includes building a strong companyprofile. The second factor is customer co-operation and aim to the importance of knowledge about the customer. The third and last factor is value-added and treats to surpass expectations. Our result also shows the importance of giving and receiving feedback.One of our conclusions establishes that communication with Internet involved, demands a lot from the travel organizers. This Internetbased interaction is of great meaning when it comes to create long-term relations and thereby loyal customers.
Source Type:Master's Thesis
Date of Publication:03/27/2007