The characteristic of services as an effort carried out in a "moment of truth" implies a risk for failures. This study sheds new light on how alternative offerings that customers are initially exposed to can affect satisfaction and loyalty in the service failure and recovery context. More specifically, two aspects of the initial offering are studied: promised general service quality and the presence of a promise about a specific product attribute. Based on a presentation of the main theoretical perspectives, hypotheses are formulated and a scenario-based experiment in a hotel setting is designed to explore these. The results indicate that a higher level of promised service quality can result in more positive evaluations of satisfaction and stronger word-of-mouth intentions than for a lower level of promised service quality.

This thesis will guide you through the haunting Business marketing woods of snaring networks and ravel business relations in the dark landscapes of the mighty music publishing creatures. The task at hand (of this thesis) will be to present the secrets that lie beyond with the hopes that you, the daring reader, will gain knowledge and understanding of what these entities do, lurking in the shadows of the woods of business marketing (and of your unknowing mind). How they go head on with their partners in business to thrive on intangible properties and how they find their path through these woods. Explore and discover, if any, commonly found ways in the management of business marketing within the domain of the music publisher. We wish you a pleasant reading!.

This study looked at two groups of adolescents aged 12-17 years who had participated in circus training. One group had some form of disability while the other had none. The study was carried out as a qualitative study with observations, interviews and a questionnaire used as methods of gathering data. A small part of the study was quantitative and an observation chart was used. The purpose was to examine the importance of teamwork, environmental factors and the necessary requirements during a learning situation.

Cochlear implant has become a common treatment for people with severe hearing loss. As the field of cochlear implants is developing rapidly a larger group of patients will be implanted. Therefore, it can be of interest to identify which complications are most frequently occurring. Objective: The aim of this study is to identify and present the most common complications in cochlear implant treatment and to identify surgical issues that have to be addressed during implantation. Method: A review of retrospective case studies regarding complications has been made.

Due to a globalised world business travel is flourishing. This paper examines how middle level executives, travelling a lot in their work at a multi-national company, feel about their travel. It looks for links between business travel and work satisfaction among them. A short presentation of the patterns of business travel and relevant motivational and stress theories is given. Data for the paper is collected using a survey (78 participants) and interviews.

This study deals with a Swedish company in a food industry that got affected by product failure, which led to consumer trust crisis followed by media and was needed to be managed. Situation had a negative impact on company?s trademark, which acquired long recovery work by the company. Study is following a case example of Findus problems with having horse meat in their meat product that was supposed to contain beef meat. Study aims to research how the company dealt with situation, through crisis communication and recovery strategies.

This essay presents a business plan for the idea of a Pet Shop in Stockholm. The initial purpose of the essay was to investigate weather the company would be financially profitable or not. During the process we encountered problems and pitfalls that we felt contributed to the fact that our business idea is yet not realized. Therefore the second purpose of describing the process that an entrepreneur goes through when starting a new business came about. Besides the business plan for Pet Shop we present a selection of the theories that we found relevant for our situation, among others behaviour of entrepreneurial teams, network theory and execution.

IT has become more evident in most organisations and has grown to be a part of the infrastructure rather than a tool for competitiveness. Therefore focus should now lie on how IT is adjusted to the business rather than on the usage of IT. To make the best use of IT in the business the CIO needs to start think more business-oriented instead of as before, technology-oriented. To develop the IT-department in that direction the IT-staff need to start cooperate with the business and gain knowledge about stakeholders, markets and the way of working for other staff members in the business.With this as a basis, the purpose of this thesis is to investigate attitudes regarding cooperation between the IT-department and the business and if there is any difference if the CIO has business related background or not.To fulfil the purpose a quantitative investigation with the help of surveys was conducted. The sample consisted of 18 companies with 100-200 employees in the area of Jönköping.

Hur kan B2B-byråer anpassa sina tjänster efter konjunkturläget, utan att kompromissa med kvalitet och genomslag?Vi har genom intervjuer med elva Business-2-Business företag i Skåne, och tre B2B-byråer samlat information till undersök-ningen. Detta i ett försök att kartlägga företagens och byråer-nas arbetssätt. Denna information har sedan legat till grund för den analys som gjorts av den generella bild vi skapat oss av företagens och byråernas arbetssätt, för att utifrån den kunna föreslå ett mer tillfredsställande arbetssätt för alla parter..

Background: Increasing globalization makes companies more influenced than before by actors and factors in their environment. For some this has lead to a more dynamic and complicated business context. Therefore it is of strategic importance to understand what is currently going on as well as to have a general idea of what the future brings. Purpose: To contribute to a deeper understanding of how a corporate management can perceive its business environment and how it affects he gathering of business information from a strategic perspective. Realisation: In-depth interviews were conducted with all four members of the management in the studied company, Volvo Competence Center in Skovde, Sweden.

Allt fler personer drabbas av hjärt- och kärlsjukdomar, vilket på sikt kan leda till kronisk hjärtsvikt. För att förbättra omvårdnadsåtgärder för hjärtsviktspatienter har Socialstyrelsen 2004 givit ut nationella riktlinjer för hjärtsjukvård där vikten av en individuell handlingsplan betonas. Syftet med litteraturstudien är att undersöka på vilket sätt sjuksköterskor utför omvårdnadsåtgärder avseende fysisk aktivitet, egenvård, nutrition och rökstopp för patienter med hjärtsvikt och om dessa överrensstämmer med gällande riktlinjer samt om hänsyn måste tas till genusskillnader. Metoden är en litteraturstudie i databaserna PubMed och Elin@Malmö vilket resulterade i 14 artiklar som användes för att söka svaret på syftet. Som teoretisk referensram har Antonovskys KASAM modell använts.

Emhart Glass is the world?s leading manufacturer of equipment, controls and components to the glass container industry. The goal of this project has been to identify improvements and propose cost saving solutions when moving one of Emhart Glass work cells in Sundsvall. The changes shall result in improved work environment and increased product quality. The method contains value stream mapping, concept selection and P-FMEA and complies with Emhart Glass goal to become a more Lean focused business.

Business plan competitions have long been used as a mean for entrepreneurial organizations and Universities to educate students in entrepreneurship. But what's in it for the entrepreneur This thesis aim is to understand what utility business plan competitions have for the participating entrepreneurs. It consists of interviews with Swedish entrepreneurs at various stages in the entrepreneurial process, who has participated in business plan competitions to get ahead. The conclusions of the study are that business plan competitions are good for the entrepreneur from a motivational and developmental perspective but not from a financial perspective..

Bakgrund: Vår utgångspunkt i uppsatsen är att produktskillnaderna blir allt mindre och det emotionella värdets betydelse blir allt större. I och med detta får varumärket en allt större betydelse även inom business-to-business. Syfte: Vi avser att undersöka ICA Menyföretagens identitet samt vad dess varumärke står för. Dessutom vill se hur användbara de modeller vi använt är i business-to-business-relationer samt utforma en egen modell som förklarar hur märkeslojalitet uppnås i en sådan relation. Avgränsningar: Vi kommer endast att beröra så kallad business-to-business samt varumärkets emotionella värde.

Aim: A business ratio is a measuring instrument that companies use in their financial report to show profit and progress. As it is today, there are no standards to follow that shows which business ratio to present in a companies annual report. Our aim with this report is to see if there are any trends in the use of business ratios by looking into how thirty growth companies are applying them.Method: To see what business ratios are used in practice, we have collected information from the thirty companies? annual reports. With help from the literature, we have created an understanding about the most frequently used business ratios.