Title: The impact of service quality on customer loyalty - when a service changes from being free to become surcharged Authors: Carl Johan Olsson, Marcus Johansson and Victor Carlsson Supervisor: Hans LundbergCourse: Bachelor thesis in business administration, 15 Credits (15 ECTS) Keywords: Service quality, customer loyalty, price movementPurposeThe purpose of this essay is to increase the understanding if the perceived quality by the service users correlates with a future loyalty to a service when it cease from being free, to become charged.? Does the perceived quality of a service by the service users affect a future loyalty to a service, when it cease from being free, to become charged?MethodIn this essay we have chosen to implement a quantitative research method based on a survey. This choice was made in order to reach a sufficient large amount of service users and empirical data to answer our problem.ConclusionsAccording to the theory, customer satisfaction can be expressed through a comparison between customer?s expectations and the experience of using a service, and there are also positive correlations between service quality and customer satisfaction. Additionally, loyalty is based on service quality and customer satisfaction.

The aim of this study was to categorize and analyze articles in health magazines, how health messages about health is being described. Using a qualitative content analysis the researcher answered the aim by three research questions: What kind of health messages about health factors do the magazines describe? Do the health magazines talk about risk factors for unhealthy behavior? What kind of commercial messages do the magazines provide? The result from the content analysis showed that health magazines presented social support, self-esteem, acceptance, equality and strategies as health factors. They tried to change readers? perceptions to get a healthy lifestyle.

Title: Has youth participation in organized extracurricular activities and future expectation relevance for antisocial behavior? Zetterberg, E. (2015). Has youth participation in organized extracurricular activities and future expectation relevance for antisocial behavior? Bachelor thesis in Public Health science.

The aim of this qualitative study was to give an deeper understanding of how employees in the engineering industry experienced health education and how they understood and gave meaning to the terms health and health education. The study was based on interviews with eight men and women who participated in a health education project which had been held on their workplace. When the study took place the interviewees were in the age between 28 and 58 years. The results indicate that the employees understood health as a combination of both physical and psychological factors. The positive aspects described by the interviewees based on their experiences from the project were increase physical activities and that the project had helped them to get a better diet.

The mobile jukebox is an idea for a new kind of smartphone application that would allow users to dictate the music playing at various establishments. The mobile nature of the innovation allows for the possibility of a more ubiquitous service. Conducting a quantitative as well a qualitative study, the authors have found significant interest in this innovation service among potential users and potential distributors of the service. Furthermore, it is shown what aspects are important for decision makers to make a decision on whether to integrate the service into the operation of potential distributors of the service.  .

The purpose of this masters thesis is to evaluate bookmobile service as a decentralised library service. I have made a qualitative interview survey, with seven Swedish municipalities participating, all providing bookmobile service in their rural parts. The purpose with the interviews is to examine their bookmobile service. I have also studied articles on bookmobile service, and decentralisation through small library units in library journals, to get an insight into how the work with decentralised library service is done in Swedish municipalities. In this thesis answer is sought to the following questions: - Which decentralised library services are suitable for inhabitants and institutions in sparsely populated areas, considering factors such as number of inhabitants, proportion of old people and children, demographic changes, economy, possibilities to cooperate with other municipalities? - What is the current bookmobile service situation in Sweden, taking seven municipalities in the region of Småland as a starting point? My conclusions are that each municipality must decide which decentralised library services that best suites their needs.

Background: This paper was performed by a student in the Public Health Sciences program at the University of Gothenburg as a mandate from the district administration (SDF) Askim-Frölunda-Högsbo in Gothenburg. The assignment was formed on the basis of a need for a new service with a family-centered approach in the form of a family center for families with children aged 6-12 years. The family center will be located in the Frölunda area.Aim: The purpose of this paper was to describe and deepen the understanding of the concept of a family center from a public health perspective. A particular focus was put on interventions that are aimed at children aged 6-12 years.Method: Walker and Avants (2011) model for concept analysisResults: The defined attributes that the analysis led to were the following: Collaboration, Health Promotion, Prevention and Support services and the Visitors. The created model case and the borderline cases showed a clearer picture of the concepts meaning.

Children and youth inactivity and sedentary at school is increasing. This means that some of the students have a significant unhealthy lifestyle with physical inactivity, which in turn implies risks of suffering from various diseases, including obesity, type 2 diabetes and cardiovascular disease, all related to a sedentary lifestyle. To prevent illness, it is important that children and young people early get a positive attitude towards physical activity.The purpose of this study was to study the causes of child and adolescent physical inactivity in school, based on teachers 'and parents' perspectives.A qualitative research has been selected. To achieve the study objectives, the author has conducted seven semi-structured interviews, with an appropriate choice of five teachers and two parents with children in school. Data was analyzed with a manifest content analysis.The results show that teachers and parents felt that physical activity is a protective factor for children's health.

This text aims to examine how teaching in literature can contribute to the schools work with creating an antidiscriminating environment. When it comes to the Swedish schools antidiscrimination plans, this essay focuses especially on those sections that concerns pupils and student right to their own gender identity and expression.The main theories in this examination are Judith Butler?s theory on gender and performativity, queer theory defined by Fanny Ambjörnsson and theories concerning adolescent psychology with focus on the adolescent identity and it?s forming. Together with Mikhail Bakhtin?s carnival theory the text examines how Jessica Schiefauer?s novel Pojkarna (The Boys; 2012) describes a young adolescent girl?s journey to finding and forming her own gender and sexual identity.

The purpose of this study is to develop a general understanding of the areas of alliances and service quality as well as their relation to each other, through a consumer perception. Further, to discover more detailed and close up knowledge of customer perceived service quality within airline alliances. This is done by identifying particularly significant dimensions in the service process that have an influence on the perceived service quality.The thesis is based on qualitative study using a critical incident technique to explore the issue of service quality. In the research of the material the iterative approach has been used. The primary information sources are the interviews with customers-members of airline alliance.

The aim of this investigation was to determine if, and in that case how, the resources of personne1 in what in this essay will be referred to as the department of students' health in four industrial municipalities had changed from 1999 until 2004. The establishment of the department of students' health could be discussed and analys ed in regard of a few concepts from new institutionaI organizational theory and studies on implementation. The investigation answers the following questions:What differences were there between the municipalities regarding the children's accessibility to the department of students' health?What differences were there between pre-school, compulsory school and upper secondary school within the municipalities regarding the children's accessibility to the department of student's health?The municipalities were commissioned by the government to combine school health service, student welfare and the field of remediaI teaching in order to establish a new section, the department of students' health. The study was carried out quantitatively.

The aim of this qualitative study was to study high school PE teachers´ experience of health in high school and how they work with health in their physical education. This was examined by interviewing five high PE school teachers. The results show that all teachers were in the category humanistic approach. They saw health as more than only absence of sickness. The methods for using health in their physical education were divided into three different categories; physical health, improve the individual and theoretical health.

This study concerns paratransit service in a relatively small municipality in Sweden. The aim of this study is to describe the user's experience of paratransit service. The question formulation is mainly built around the user's experience of paratransit service and their view on what impact paratransit service has on their lives. The empirical data consists of ten interviews with ten different paratransit service users with ages ranging from 25-95 years. The data has mainly been analyzed through concepts of independence, empowerment and trust. The result of this study shows that paratransit service in many ways can be described as a crucial part of the users' lives.

The purpose of this thesis is to discuss how an instrument originally developed for measuring changes toward lean thinking inservice organizations in general should be adjusted in order to be of use in service organizations within the healthcare sector, andin hospital organizations in specific. The adjustments are suggested based on difficulties specifically arising when implementinglean within the healthcare sector.Thesis starting point is a pre-existing lean assessment instrument developed for service organizations in general. The thesis appliesa qualitative method and integrates literature from the health care sector and lean production movement with the expertise of tenacademics and practitioners in order to find difficulties associated with the implementation of lean within the healthcare sector.These difficulties then lie as the substratum for the adjustments suggested to be made on the instrument.The thesis finds that lean, as a philosophy, does not differ between service organizations in general and service organizationswithin healthcare settings. However, due to deficits in the general understanding of lean some adaptions on the instrument mustbe made. First, some words associated with production must be changed to words associated with healthcare.

The purpose of this study was to describe the school situation of adolescents who were subject to multisystemic therapy in Sweden, and also if a change could be measured after treatment. Factors that preceded the need for treament were also investigated. The sample consisted of 83 adolescents, boys (65 %) and girls (35 %), with an average age of 14 years. The method used was a secondary data analysis using pre-treatment- and post-treatment data collected from a 7-month follow-up conducted by Lunds Universitet. Results showed that the adolescents were low in school performance and high in truancy at pre-treatment.