The aim of this master thesis is to measure library service quality in two groups of libraries, newly developed and well established, and to see if there are any differences in the users perception of the dimensions in LibQUAL+. The thesis also examines the different perception of quality for the user groups: undergraduate students, graduate students, and faculty. Another approach is to test the Swedish translation of LibQUAL+. Different theories on service quality are presented but the main theories are from the marketing perspective. The grounding and development of LibQUAL+ is described as well as the use of the instrument in different libraries.

We have decided to conduct a case study of German and Swedish mid-level managers within the automobile industry. Primarily we used a qualitative method of investigation and a phenomenographical methodological approach in order to conduct an in depth analysis. We conducted semi-structured interviews with six mid-level managers each in Germany and Sweden. The semi-structured interviews allowed us to conduct flexible interviews which enabled these managers to speak relatively freely about their own view of leadership. Throughout our investigation we have based our results on the empirical findings and at the same time sought explanations to different phenomenon in relevant secondary data, such as management literature, thus used the abductive method of investigation..

The view on which kind of fiction that should be mediated to the public through the Swedish public library system has since the late 60´s been dominated by what in this Master?s thesis is called: ´the discourse on quality of literary fiction´. The aim of this thesis is to examine to which extent this discourse still plays an active role in the Swedish public library system or if that discourse has been replaced by a more market-led, demand responsive view, where the features of ´quality´ and ´culture´ have been downplayed and replaced by a ´customer?s service view´ on how and why fiction should be mediated to the public. The methodological and theoretical perspective in this thesis is led by the understanding of the discourse analysis in Michel Foucault?s ´The Archaeology of Knowledge´.

This report describes the development of a well?functioning and aesthetically appealing web portal and associated database for a company called Svensk Kredit & Försäkringsförmedling AB (Translated: Swedish Credit & Insurance intermediation AB). The portal will test customers' creditworthiness through another company called Business Check in Sweden AB.Administrators to the web portal have a special user interface to display all customers, to disburse the money to the customer and edit customer information. A super?user interface is available for administrators where they can change the information on all administrator accounts.Many aspects of security has been addressed because the web portal will handle personal information.

The project is about making a Re-Design of the Swedish Socialistic Newspaper ?Dagens ETC?. The background to the project is my search for commitment when I work with a specific customer or project and how importantthat commitment are?The project was from the beginning split up to three different phases. The meaning of the first phase where to make a re-design mainly based on a interview with Johan Ehernberg, the chef editor on ETC.The second phase was a design totally made of my own idea and creative view as a Graphic Designer.I had in mind to make the third phase based on the result of the first two phases.During phase one and two I reconsidered and decided to skip the third step and put more effort in to the two first ones.

In this thesis the subject innovation and the change of meaning is in focus. The purpose of the study is to present a new dimension of innovation as a change of meaning together with the cases we?ve studied. It is discussed throughout the article if theories of perception and association can affect the organization and its ability to create meaning-changing innovations. The industrial robotics is a market in need of, perhaps, if not other markets but of finding new ground that results in the change of meaning.

To increase the quality in their products ABB is working towards a cleared order concept. That means that all customer specified options are to be known before they start with order calculations and construction. As it is today they use paper checklists to achieve this. One order may have several reactors, and for a reactor there can be several different alternatives. For each alternative a new checklist must be filled out.As of today all reading of the customer specification and checklist fill in with is done by hand by different persons, and sometimes the same data is read more than one time.

The contribution of biofuels to the total consumption of energy in Sweden must increase to 49 % in order to meet the goals for the year 2020 set by the European Union. In order to do so, improved information systems are needed to support the business processes within delivery scheduling between customers and suppliers.Enterprise Architecture (EA) is a concept to enable the alignment of Business processes and Information Systems. EA is the framework for the architectures of business, information and applications. With a comprehensive view of the architectures, an Information System aligned with the Business processes can be enabled. The first step in the development of an Information System is documenting the business processes.The goal of this study is to clarify a generic sequence of activities performed within the delivery scheduling process and the information needed to perform the activities.Data for the study was collected through qualitative interviews, first through a meeting with the respondent and after that a following telephone interview with in total 5 suppliers and 6 customers of biofuels.

Syftet med denna uppsats är att genom textanalys av fem läroböcker i skolämnet svenska visa vilka lärstilar, ur ett perceptuellt perspektiv, som främst gynnas i böckernas övningar. Vår undersökning är därmed utförd med tre kategorier av lärstilar: auditiv, kinestetisk och visuell. Den är främst av kvantitativ karaktär men har även kvalitativa inslag.     Resultatet visar att lärstilarna inte varieras särskilt mycket i de analyserade läromedlen, dessutom finns det en avgörande mängd övningar anpassade för den visuella lärstilen i majoriteten av böckerna. De slutsatser vi kunnat dra är att det är den visuella lärstilen som framförallt gynnas, varpå de övriga två hamnar i skymundan. Det kan också konstateras att fyra av de fem analyserade läroböckerna har ett relativt liknande innehåll och upplägg..

ABSTRACT Author: Johan PetterssonTitle: Customer Loyalty in the Swedish men's elite football - a study with IF ElfsborgPurpose Increase understanding of how to increase customer loyalty when it comes to Swedish elite football. Method A qualitative study using semi-structured interviews for deeper access to the what the people I interviewed feel about the subject. The interviews are conducted with IF Elfsborgs club president Stefan Andreasson, Goran Lohne who works with media and events, and Eric Sjölin who are supportercontact. In addition to those I alsointerviewed the supporters club Guliganernas President Anders Hultin. Analysis and conclusion The first impression and attitude is very important when a person goes from a one-timebuyers into loyal customers. This is both the theories and the interviewees opinion. Through staff training and records of how the club would like the first impression and attitude to be the clubs can reach a good level of first impression. Suggestions for further researchTo carry out similar studies on additional clubs, other divisions and women's football and examine how a first impression and response should be.Keywords Consumer behavior, customer loyalty, sports, football and first impressions.

The most dominating type of company in Sweden is the small-sized business and it usually lacks its own marketing department. The purpose of this paper was to analyze several small Swedish businesses which are specialized in different sectors of the Mechanic/Technology industry but they are similar in terms of having niched products and they are leading companies in the world. The objective was to do research about how small businesses work with marketing despite its lack of resources and capital.This survey has shown that customer contacts, customer relationships and especially for those investigated companies, it was very important to focus on globalization and product development in order to build a Point of Difference..

Intangible assets are often a significant part of Swedish companies? assets. Most of these are accounted for as goodwill, arising from acquisitions. After EU:s decision to adopt IFRS as the new accounting standard, intangible assets will to a larger extent be recognized separated from goodwill. This thesis aims to quantify this change and to analyze what specific intangibles are affected most by the transition to IFRS.

This paper examines the impact of the congruence between the background music and the brand image on the customer behaviour in retail store. The essay's hypotheses are built after the famous S-O-R-model that unveils if congruence background music affects the customers' emotions, brand image and response. The aim of the study is mainly to answer if the congruent background music stimuli in the retail store environment will affect the customer's emotions and if it will increase spent time and money. The congruent background music has been selected through two pre-studies based on consumers' brand image. A quantitative study has been conducted where triangulation was applied in a real store environment, where in total 201 surveys was collected for the main study.

In relation to the paradigm shift that took place between the marketing mix and relationship marketing, and the emergence of information technology in the 90:s, the Customer Relationship Management (CRM) has become a frequently used concept in marketing. Most definitions and approaches have been generated from previous studies, but the concept is still criticized for the number of failed implementation attempts. Along a discussion of the area has an elaborate theoretical foundation remained as the foundation for the study development and utilized in all the sections of the study. The study, with help from Gartner's eight building blocks of CRM, focus on how Swedish medium and large companies work with CRM, and if this is an indicator of the number of failed implementation attempts. The survey consists of two approaches, qualitative and quantitative, to provide both depth and generalizability of the study.

The purpose of this study is to analyse how a distribution and sale-network for quality softwood lumber should be designed to fit sawmilling companies? business concepts, and at the same time satisfy customer needs regarding delivery time and quality aspects. This thesis work is a case study based on a sawmilling and retail company in Sweden. AB Karl Hedin is a private owned sawmilling company with 500 employees. The company?s turnover is 1500 million SEK, it includes 4 sawmills, 16 builders merchants stores and a packaging company.