Business across the Internet has increased in recent years and most companies that are selling trips have increased their sales online. Many companies that are selling trips strive for customers to receive and experience a personal service online. The meeting between the client and a webpage service system on the Internet should work. Service encounters are an essential part of the contact between customer and company and play a big part in how the first impression is perceived by the customer. To understand how a service encounter works, meeting face to face, companies need to understand how customers perceive that meeting.

This thesis investigates how web agencys in Stockholm use, value and incoroprate the terms usability, user experience and interaction design in their work process. The purpose of this study is to investigate how creative professionals works with the notions of usability, user experience and interaction design with focus on the end user. Our definition of creative professionals is every employee at a web agency involved in the work process of developing digital artefacts in any capacity. We wanted to investigate how these notions are considered, consciously or unconsciously, during the workprocess. Semi-structured interviews were conducted at three different web agencys with eight different employees.

Title: How does the buying decision process really function within e-commerce? - A qualitative study of consumer behavior when they consume on Internet.Institution: School of Economics, Linnaeus University, Va?xjo?.Course code: 2FE16E.Authors: Sara Hja?rne, Mathilda Perem, Ewelina Wallin.Tutor: Dan Halvarsson.Examiner: A?sa Devine.Key words: Buying decision process, purchase decision process need recognition, information search, evaluation, purchase decision, postpurchase behavior, consumer decision making, E-commerce, E- commerce channels, online shopping, online purchase, e-retail, internet shopping, electronic shopping, consumer behavior, online appereal shopping, social media, decision making, online retailing, website design, customer satisfaction, webshopping, perceived risk, convinience, price, online consumption behavior.Background: Buying decision process is a model that marketers use to get a better understanding of their customers and their behavior when purchasing a product. This process consists of five different steps; need recognition, information search, evaluation of alternatives, purchase decision and evaluation. Buying decision process has for a long time been an accepted model but scientists argue that the introduction of Internet as a channel for consumption has changed this process. The Internet has also led to a change of power in which customers today have greater influence, which greatly affects the buying decision process in e-commercePurpose: The purpose is to explore how consumers perceive their behavior when they consume through e-commerce.Research questions:How do consumers perceive the buying decision process they experience when they consume through e-commerce?How do consumers perceive different factors that are important to them when they consume through e-commerce?Methodology: Qualitative study, cross-sectional design, semi-structured interviews.Conclusion: This thesis shows that the traditional model of the buying decision process is not consistent with consumers' perception of how they are undergoing the process when applied to an e-commerce context.

The aim of the study was to install a biogas system consisting of three tubular polyethylene biogas digesters at a rural household in Malawi and to evaluate the constructed biogas system with regards to relevant system parameters. The purpose was to evaluate if the technology is a possible solution to reduce deforestation and support Malawi in climate change mitigation and adaptation. The study was carried out in the southern part of Malawi in cooperation with the University of Malawi. Locally available materials were used to construct and install the system. Three different feed materials, cow, goat and a mix of cow and goat manure, were used in order to determine which one was best suited to utilise as a digester substrate. After the installation, measurements of temperature, pH, biogas production, biogas composition and system functionality were made. The results of the study show that a biogas system with tubular polyethylene biogas digesters can be successfully installed at a rural household and that the most suitable feed material is a mix of cow and goat manure.

For many companies, the Internet has revolutionized the relationship they have with their customers concerning costumer service. The use of Information Technology in regard to Internet as a media has provided companies with the opportunity to build customer databases in order to target their customers individually. The airline industry was one of the first pioneers to use the full potential of Internet to improve customer relations and its profits which we aim to investigate in greater detail in our thesis.Our thesis answers the question on how Scandinavian Airlines' (SAS) Eurobonus department uses their website to create valuable and profitable relationships with SAS loyalty club members through direct marketing. In order to answer our research question, three key informants have been interviewed - each representing different sub departments at Eurobonus; service and support, IT and marketing. Our results were that the Eurobonus department use direct marketing methods by sending customized e-mail offerings to target specific customer, using their customer databases.

Business across the Internet has increased in recent years and most companies that are selling trips have increased their sales online. Many companies that are selling trips strive for customers to receive and experience a personal service online. The meeting between the client and a webpage service system on the Internet should work. Service encounters are an essential part of the contact between customer and company and play a big part in how the first impression is perceived by the customer. To understand how a service encounter works, meeting face to face, companies need to understand how customers perceive that meeting.

Title: Culture?s Affect on the Determinants of Customer Satisfaction in Retailing: The Case of a European Retailer in the U.S. and China Date of the Seminar: 29th of May 2007 Course: BUS 809 Master thesis in International Marketing Authors: Lisa Bustamante Chesley Norman Charlotte Valind Advisors: Johan Anselmsson Cecilia Cassinger Keywords: International Retailing, Determinants of Customer Satisfaction, Culture, United States, China Thesis purpose: Our study aims to identify the determinants of customer satisfaction of two national cultures in a global retail setting, in order to clarify what role culture has, if any, in customers? satisfaction with an international retailer. Further, this will uncover if a Western perspective of determinants of satisfaction is a universal means of capturing what satisfies customers across cultures in a retail setting.

Globalisation and diversity has increased the presence of different languages in Swedish municipalities. As the local administrative authorities with responsibility for the public crisis management, how are these municipalities coping with crisis communication recipients that are not speaking Swedish? Through an inductive approach, this thesis formulates a theory of crisis communication adaptation by studying Swedish municipalities with a large part of inhabitants with foreign backgrounds. This thesis finds that municipalities that are not adapting their crisis communication to non-Swedish speakers follows a discourse that paints a picture of these recipients as at least understanding the Swedish language. Municipalities that do adapt their crisis communication have drawn lessons from local incidents that complements this discourse.

This study aims to investigate, describe and discuss the views of a group of adolescents on their identity and the process of second language acquisition. They all came to Sweden and started studying in Swedish schools in the last three years without any knowledge of the Swedish language.The study has been conducted with respect to the adolescents own perspectives and what they consider important.The methods used are group discussions/ interviews, observations in class and informal discussions with teachers and adolescents.Their voices are described and discussed in this paper. One must take into consideration that there is no objective of being neutral or to generalize the results to any other group or category. On the contrary the study has involved critical self- scrutiny and active reflexivity according to ethnographic tradition.Symbolic interaction has provided a theoretical framework for the study. Looking into how social identities may be constructed or communicated from the adolescents voices and looking in to their use of language the study reveals that several expectations and situations need? to be met by different identities.

The purpose of this thesis is to try to understand, with the help of existing theories and empirical findings, the parameters which are of importance in the development of the pricing capability. We have used a qualitative and abductive methodology approach. The empirical findings have been collected via semi-structured interviews which we have conducted via personal and telephone interviews. Seeing pricing as a capability within the company our theoretical framework mainly consists of the resource-based view and an article explaining and given proof how pricing can be seen as a capability. We also describe the most used pricing strategy today within business-to-business companies, the cost plus strategy.

Syftet med examensarbetet är att utifrån ett kundperspektiv undersöka hur kunder upplever e-tjänster i energibranschen. Examensarbetet har använt webbenkät som datainsamlingsmetod. Då all insamlad data inte användes skedde ett dataurval. Den utvalda datan har sedan analyserats med hjälp av befintlig teori för att finna upplevda problemområden och förbättringsförslag. I den teoretiska referensramen redogörs vad en e-tjänst är samt vilka faktorer som är viktiga vid skapandet av en e-tjänst.

The thesis is aiming to investigate what happens in the customer-service worker interaction when the service worker is wearing religious attributes. In order to operationalize this the Muslim head scarf, hijab, is chosen as stimuli. Reviewing previous research and theory in this field, it is clear that people have a preference for people that they perceive to be like themselves, this is referred to as homophily. Further on, the study investigates the ethnicity dimension of the service worker customer interaction. Theoretical areas of attractiveness and color are also investigated.

All inclusive travel has become a popular way to travel abroad. When tourists pay for everything in advance their need for contact with the local people will be reduced. The consequences of this can be dissatisfaction from the local people as they are left out and do not share the financial benefits created by tourism. During the purchasing cycle of an all inclusive travel, it is possible that the tour operator can influence a sustainable development.The aim of this paper is to compare how a large and a small tour operator in their purchase of all inclusive holidays interacts with local players to create sustainable development, thereby creating a surplus value to the customer. The hypothesis is that the amount of knowledge and application of this knowledge regarding sustainable development differs in the purchase process between large and small tour operators.This paper was carried out as a case study.

AbstractThe banking industry has during later years gone through several technological changes (Svenska Bankföreningen 2014). These big changes have led to several advantages seen both from a customer ? and corporate point of view. Advantages in easier usage, increased availability and more competition have made the banks more cost effective at the same time as the customer is being offered better prices. Even though the advantages seem to weigh over the disadvantages there are still those who thinks that things where ?better in the past?.

In this master thesis outage statistics covering tree years from two distribution grids are analyzed with the purpose to deduce which factors yield outages. The statistics are extensive therefore allowing in-depth analysis of both customer and system related factors. From this starting point and as a model of explanation energy not supplied is studied as the consequence and the measurement of the inconvenience caused by outages. Different methods for calculating energy not supplied are developed and studied and put in comparison to the method used in Network Performance Assessment Model, which is the Swedish frame work for regulating electricity distribution.Analysis of the outage statistics show a relation between the type category of customer and outages that can be deduced to the variance and the density associated with that customer category. Prioritization of different customer categories is elevated also in this aspect.