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Kundvärde inom fastighetsmäklarbranschen
Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
2015 (Swedish)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract [sv]

Syftet med denna studie är att undersöka vad i kundupplevelsen uppdragsgivarna anser bidra till ett ökat kundvärde och om detta påverkar valet av fastighetsmäklare. En teoretisk referensram grundat på bidragande faktorer för kundvärde presenteras inledningsvis. Detta framkommer först genom det inledande kundmötet. Den upplevda kvalitéten och relationen mynnar samman till uppdragsgivarens upplevelse, vilket leder fram till kundvärdet. Teorin beträffande Servqual har nyttjats för att differentiera dessa delar. Den teoretiska referensramen har lett fram till empirin, vilket innebär att studien är framtagen genom en deduktiv ansats. Baserat på de teoretiska grunderna, tidigare gjord studie och genomförda intervjuer kan ett flertal slutsatser beträffande kundvärde antas. Detta kan sammanfattas med goda rekommendationer, kommunikativ, kontinuerlig uppdatering samt ett genuint engagemang.

Abstract [en]

The purpose of this study is to investigate what in the customer experience clients consider contributing to increase customer value and how this affects the choice of real estate agent. A theoretical framework based on the contributing factors of costumer value is presented initially. This reveals first by the initial customer meeting. The perceived quality and the relationship flows together into the customer experience, which leads to the customer value. The theory regarding Servqual has been used to differentiate these parts. The theoretical framework has been led to the empirical data, which means that the study was developed through a deductive approach. Based on the theoretical foundations, earlier study and conducted interviews several conclusions regarding customer value is adopted. These conclusions can be summarized by good recommendations, communicative, continuous updates and a genuine commitment.

Place, publisher, year, edition, pages
2015. , p. 76
Keyword [sv]
Fastighetsmäklare, kommunikation, kundvärde, relationsmarknadsföring, sanningens ögonblick, Servqual, värde, word of mouth
National Category
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-36340OAI: oai:DiVA.org:kau-36340DiVA, id: diva2:820266
Subject / course
Business Administration
Educational program
Real Estate Management, 180 hp
Supervisors
Examiners
Available from: 2015-06-15 Created: 2015-06-11 Last updated: 2015-06-15Bibliographically approved

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Kundvärde inom fastighetsmäklarbranschen(727 kB)256 downloads
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CiteExportLink to record
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