Title: Time to renovate ? The effect of communication on the relationship between company and customer in a change situationCourse/subject:Busniess administration, Leadership, 15hpAuthors:Fredrik Elghag, Ossian OlssonTutors:Ingemar WictorKeywords:The Million Programme, Communication, Relationship Marketing, Tentant, Landlord.Problem formulation:How does communication affect the relationship between company and customer in a change situation?Purpose:Examining how different parts of a communication process affects customers trust, commitment and loyalty to their company.Theoretical framework:The starting point for the study?s theoretical perspectives have been Morgan and Hunt?s (1994) previous studies on relationship marketing and Laswell?s (1948) communication model.Methodology:The paper is performed with a qualitative research approach and a deductive approach to answer the research question. Personal interviews were conducted with four employees in real estate companies and two tenants in each company stock.Conclusion:We have found that communication affects the relationship between company and customer. Tentants have experinced credibility of businesses is important for them to have a confidence and loyalty in the relationship. .

The purpose of this study has been to examine how customers, by interacting with each other, can communicate and create the image of a brand. We find this topic to be relevant since there are no previous studies conducted concerning the customers influence on the brand image. Our ambition has been to describe in what ways and to what extent the customer can affect and influence the brand image by communicating with other customers. To fulfill our purposed we have targeted three important questions which are:? In which ways can the customer affect the communicated image of a brand?? To what extent can the customer influence the brand image and the perceived value?? Who has control over the brand, the customer or the company?For this study we have used a qualitative approach in which we have conducted eight personal interviews with brand consultants and the editor of the magazine Dagens Media which has given us the foundation for our analysis.

Background Satisfaction of life and wellbeing is shown to be important when the quality of life is to be understood. The nurse has a significant role in the care of the patient and in his/her experience of life. Aim The purpose of this study is to examine the quality of life, from a nurse perspective. Method The text analysis was carried out with qualified attempts, of a book, "Quality of life a challenge for the nurse" (in Swedish) by T. Rustoen, a nurse who also worked as a teacher in Norway.

The information flow is a very important process in an organization. It affects in a decisive manner the effectiveness of a task. It also has a major impact on the quality of the product or service for which the organization delivers to its customers. Lack of information may cause that important aspects are not given the required attention or even forgotten and can in turn lead to criticism from certification officials and lower Customer Satisfaction. The purpose of this study was to study how the information flow in Norrskog?s field organization is handled and how this affected the quality of the work performed and the feedback given to the contractors, The study is based on qualitative interviews with contractors, production inspectors and forest inspectors on all Norrskogs districts.

AbstractAttitudes towards the reference situation and the meetings between library users and librarians have become the subject of much debate in the library setting today. The aim of this two years master´s thesis has been to examine six librarian?s attitudes and apprehensions concerning the interactions between the librarian and the users in the library setting. We were also interested in knowing how a library can work to become more service oriented and customer centred. We conducted six interviews with librarians located at three different libraries in Sweden.

Background: Moral distress is an increasing concern among nurses in their workplace. Previous research has suggested that moral distress is associated with ethical climate and job dissatisfaction. Economic restraints in the organization have led to loss of nurses from the workplace. Aim: To examine nurses experience of moral distress and their causes. Method: The study was a literature review. Twelve articles were used in the study.

The objective of this study has been to examine which significant values are of importance in the telecom sector today, and in a continuing perspective yet to be. To ensure the factors of relevance in the study, we have identified three purposes: - Our first purpose is to clarify the eminent values in the competitive market of the mobile phone operators today, and the reason for its importance.- The second purpose is to understand the function of the brand regarding to value creation and loyalty in the sector of mobile phone operators.- The third purpose is to explore the potential approaches for mobile phone operators to increase value.In this study, our approach has been a qualitative methodology by conducting seven interviews with respondents related to the telecommunication sector.As a result of the process, we find the need to divide the concept of value into two dimensions, which we entitle organizational related values and customer related values. We have found the values related to the characteristics of the market in aspects of its infrastructural features but also in regards to the homogenous core service.Our findings in the empirical data with support to our theoretical frame of reference, is the current highly important organizational related value of constant high result quality (well-functional technological aspect), and the value enhancer by a low price; the strategy of bundling also results in higher value. This result in customer related values that perceives as safeness, availableness and convenience. The brands are a significant source of customer related values with identity value, image value and assuredness. A continued advancement in process quality and individualization will imply greater customer related values of closeness, freedom and flexibility. .

AbstractTitle: Interactive marketing and Internet - A study of Radi Medical Systems? educational site (Interaktiv marknadsföring och Internet - En studie utifrån Radi Medical Systems webbplats för kundutbildning)Number of pages: 43 (including enclosures 47)Author: Daniel PalmgrenTutor: Mats LindCourse: Media and Communication Studies CPeriod: Spring 2008University: Division of Media and Communication, Department of Information Science, Uppsala UniversityPurpose/Aim: The aim of this thesis is to examine if Radi Medical Systems? educational site has the potential to create value for the company?s customers, and by that promote improved customer relations. Questions asked are: What kinds of visions does the company have for the site? Which services are offered to the customers through the site? How do the customers experience these sInervices?Material/Method: Information from interviews with representatives from Radi Medical Systems and their customers, observations of the webpage and information from an internal Radi document concerning the educational site has been collected and analyzed through the use of a theoretical framework, in order to provide an understanding for the questions asked. The visions were discussed and analyzed by general concepts of interactive marketing and Internet.

In writing this study, I wanted to examine which principles of organization that are possible for Swedish public libraries to use, and what these principles mean for the libraries customerorientation. This is done by examining a number of written sources, as well as studying the organization of six public libraries. I found several possible principles, but a number of principles have been more commonly used than others. Historically most public libraries were organized according to the functions needed to be carried out within the organization, but today it is much more common to use subject-based organizations, with some examples of organizing according to user-groups and needs. I have also encountered the possibility of organizing according to the sources that are to be handled, or the way in which these sources are used by the customers.

I dagens samhälle handlar det om att vara så effektiv som möjligt för att vinna tid. Som Benjamin Franklin en gång sa att ?Tid är pengar?, är något som vi människor allt mer tagit fasta på då vi ställer höga krav på utvecklingen och dess teniska förmågor. Idag har de flesta människor tillgång till en dator med internetuppkoppling som vi dagligen utför sysslor vid. Det kan vara allt ifrån jobbrelaterade aktiviteter, hålla kontakten med nära och kära, söka information om vad som händer i världen och i vår omgivning, till mer nöjesinriktade delar såsom online spel och shopping.

Motstridig forskning finns om huruvida empati är en riskfaktor eller en skyddande faktor för yrkesverksamma inom omhändertagande yrken som frekvent kommer i kontakt med trauman och mänskligt lidande. Två alternativ finns inom forskningen: compassion fatigue och compassion satisfaction. Syftet med studien var att undersöka hur yrkesverksamma inom ett omhändertagande yrke, psykiatrin, påverkas av situationer i vilka de ofta behöver känna empati med patienter. Tjugoen respondenter deltog i en kvalitativ studie där öppna frågeformulär användes. Resultatet visade att sådana situationer leder till negativa känslor på kort sikt men positiva på lång sikt, något som tidigare inte har påvisats.

During later years coaching has gained popularity. Coaching offers help to learn rather than to teach and enables optimal performance. The method that builds consciousness, strengthens choices and leads to change in the wanted direction, can deduce to some of history's most successful educationalists. A coaching area steadily increasing is business- and executive coaching. The overall purpose with this paper is to explain what coaching is generally speaking, with specific focus on business- and executive coaching.

The purpose of this thesis was to find out how travel agencies work with relationships to their customers on the Internet. A case study with two companies was conducted, Ticket and Resia. In all four interviews were done, two in every company that served as basis for our conclusions. The study showed that it is important for travel agencies and other types of companies to create awareness of their web site in as many ways as possible and make it easy for the customer to find the web site. The contents on the web site have to be of current interest, it should be well structured and the usage of the web site should be easy.

This essay looks into the concept of self-efficacy and its implications for work performance. The participants in this study work for a call center company situated in the southern part of Sweden. The hypothesis is that a high degree of self-efficacy exerts a positive effect on work performance. Furthermore, the study seeks to identify the factors that give rise to work satisfaction among the participants. The results of the study show that there is a negative correlation between high self-efficacy and work performance.

The purpose of this thesis was to look into how event management companies got knowledge about their customers? expectations and how they are influenced by these expectations. A case study was conducted based upon interviews with two employees from two companies that are in the business. The study has shown that event management companies do try to get awarness about their customers' expectations, especially by listening and discussing with the customer. Personal contact is an efficient way of communicating and a way to avoid misunderstandings, which is a common mistake when customers' expectations are not met.