The purpose of this thesis was to examine what the communication between bank and customer looks like. We have more specifically studied how the bank communicates with the customer when communicating different offers, how the customer wants the communication to take place, what communication problem looks like and how the customer wants the bank to design their offers. Our target group was bank customers with academic degree, with one to seven years of working experience. This study was conducted trough interviews with bank customers and representatives at the bank. On the basis of our studies we found that the communication between bank and customer works fairly well.

The purpose of this paper has been to describe the project manager's experience of the customer relationship in customer order projects. A qualitative interview study has been conducted in which seven project managers were interviewed. A thematic analysis resulted in four overall themes. The results showed the importance of a clear, responsive and open communication as well as a large degree of customization to meet the customer the best way as possible. The experience was also characterized by a dynamic relationship and the importance of the customer's expectations.

 This report deals with thecollaborative project between FagrellProdukt Utveckling AB and studentsfrom the Faculty of Science andTechnology at Uppsala University. Theoverall objective of the project wasin addition to developing students'abilities, to help Fagrell withverification and development ofFagrells prototype, Fundamental flowreactor, for flow chemistry. Theuniqueness of Fagrells flow reactor isthat it should be simple andaffordable compared to competing flowreactors in the market.The verification was done bylaboratory and simulation sessions.The verification shows that Fagrellsidea on how to construct a flowreactor is very good.The development included bothtechnology and business. The result ofdevelopments can be helpful for thecommercialization of Fagrell flowreactor..

This examination work is performed at the institution of industrial economy and production at Jonkoping technical university, for JELD-WEN Door Solutions plant in Forserum.Today the focus in the company is on to reduce their inventories binding of capitals as well as inventory of products and that includes to get a good control of the supply and handling of material which is of great importance.JELD-WEN Door Solutions is one of the worlds leading producers of windows and doors and the head-office is located in Oregon, USA.A great number of wooden doors are manufactured by the company in varying of constructions, classifications and performance.The production of the plant in Forserum has a project- and customer focus manufacturing where only internal doors are produced. The overall market they are concentrated on is to different institution such as schools, hospitals etc.The purpose of this work is to investigate possibilities to improvement of material- and production control at JELD-WEN. The report will handle the master production schedule to and from the production divisions within manufacturing industry. Focus will be on the way for information- and material flows from arrival, transport within the company and further on to customers.Further a map of the flow was performed which gave a clearer picture of the connection between the flow of information- and material for the manufacturing process. On the basis of the mapping of the flow, the group discovered that the flow of material had some improvement potential.

The investigation was initiated because of the high workload of the sellers and, additionally, because the Tunadal sawmill has received low ratings in customer surveys. Thus,  two main approaches are adopted here,  the first being to investigate which of the three methods  of working, namely, market divided flow organization, function organizationand flow organization with collaboration, proves to be the most beneficial. The second is to investigate whether there is an available method to ease the daily work. A literature review has been made in order to determine more efficient ways for the sellers to work in the Tunadal sawmill. During the investigation, an in-depth investigation into the total quality management using a balanced scorecard as a management tool was conducted.

Customer satisfaction is a key aspect for many corporations, among them Exacta Distributionscenter. To raise their customer satisfaction, we have researched ways to raise customer satisfaction through the implementation of an error-handling system and recommendations on how the organization should function in the future. This paper describes how these recommendations and the application has been developed, through help in existing theories. This results in a customer portal with the main purpose to provide help in handling orders with errors, and several routines recommended to Exacta Distributionscenter. .

The purpose of this thesis is to evaluate whether or not tattoos have an impact on perceived customer satisfaction. We constructed an experiment where a service worker's physical appearance was manipulated. Our result indicates no significant impact of tattoos on customer satisfaction. However, the thesis succeeds to replicate previous findings on the links between physical attractiveness, attitude and customer satisfaction, and creates a ground for further discussion on the subject of tattoos in a professional environment..

Problem formulation: What factors influence the customer?s choice of bank? How is the customer loyalty towards the customer?s current bank?Purpose: The main purpose is to see what factors are definitive to the customer?s choice of bank and how strong the customer loyalty is towards the bank. It is also interesting to see whether customers who are satisfied with their current bank may still consider switching to something else.Method: The method is both qualitative and quantitative methods of data collection, with main focus on a quantitative survey. The qualitative part consists of interviews with a smaller focus group to receive a deeper insight of the consumer?s thoughts regarding the main purpose and problem formulations.Conclusion: The main factor when choosing a bank is recommendations from family or friends.

Customer satisfaction is a key aspect for many corporations, among them Exacta Distributionscenter. To raise their customer satisfaction, we have researched ways to raise customer satisfaction through the implementation of an error-handling system and recommendations on how the organization should function in the future. This paper describes how these recommendations and the application has been developed, through help in existing theories. This results in a customer portal with the main purpose to provide help in handling orders with errors, and several routines recommended to Exacta Distributionscenter. .

This examination work is performed at the institution of industrial economy and production at Jonkoping technical university, for JELD-WEN Door Solutions plant in Forserum.Today the focus in the company is on to reduce their inventories binding of capitals as well as inventory of products and that includes to get a good control of the supply and handling of material which is of great importance.JELD-WEN Door Solutions is one of the worlds leading producers of windows and doors and the head-office is located in Oregon, USA.A great number of wooden doors are manufactured by the company in varying of constructions, classifications and performance.The production of the plant in Forserum has a project- and customer focus manufacturing where only internal doors are produced. The overall market they are concentrated on is to different institution such as schools, hospitals etc.The purpose of this work is to investigate possibilities to improvement of material- and production control at JELD-WEN. The report will handle the master production schedule to and from the production divisions within manufacturing industry. Focus will be on the way for information- and material flows from arrival, transport within the company and further on to customers.Further a map of the flow was performed which gave a clearer picture of the connection between the flow of information- and material for the manufacturing process. On the basis of the mapping of the flow, the group discovered that the flow of material had some improvement potential.

The store manager can make great benefits of having an eye on how the staff works towards the customer, because the personnel is an important tool when competing with other stores. This paper is focusing on the part that relates to the staff in the store, which is one of the key tools in the competition for customers after the customer made it to the store. Many stores have guidelines which the staff should follow when they meet with customers. If the staff is too tightly controlled by these guidelines, customers can perceive the first encounter with the staff as artificial and as if the genuine friendliness does not exist. It is important that the staff looks at the individual customer and treat every customer in a personal way and that the staff can see the customer?s needs.

In recent years, customer profitability has become a focal point of academic discussions on business performance. However, researchers remain divided as to how evaluation of customers ought to be conducted, resulting in uncertainty of how accounting systems should be adapted to prevailing conditions. This paper aims to investigate the application of customer accounting techniques and the role they play in the organisational and commercial context in which they take place. In a case study of Billerud, a Swedish company providing materials and services for packaging solutions, the interplay between customer accounting techniques and customer relationship characteristics has been examined through the application of a theoretical framework developed by Lind and Strömsten. Particular emphasis has been put on deviations from the prescribed pattern of the framework.

This thesis attempts to clarify the impact of cultural differenceson customer expectations of service level. Furthermore, wewant to determine whether or not expectations of service differenough to be quantifiable between two countries, Sweden andthe US, mostly regarded as similar in business practices. The conclusion showed that higher ratings on four of Hofstede?s five cultural indexes were associated with higher customer service expectations overall, and in all four SERVQUAL dimensions. This research contributes to retail internationalization and customer expectations theory.

Detta  examensarbete  undersöker  skillnaden  i  tre  olika  nybörjargruppers  upplevda flow  då  de  spelat  Magicka  (2011)  med  motståndarantal  som  den  enda  skiljande variabeln.   Undersökningen   baseras   bland   annat   på   Csikszentmihalyis   (1990) flowteori och Caillois (2001) teori om att tävlande slutar vara roligt då det  urartar i kaos.  Syftet  med  examensarbetet  har  varit  att  hitta  när  mest  flow  uppstår  då nybörjare på Magicka (2011) spelar mot  en viss motståndartyp, samt om  detta flow bryts  när  för  många  motståndare  introduceras.  Undersökningen  har  visat  att  nio motståndare har resulterat i betydligt mer flow än tre, medan skillnaden mellan nio motståndare  och  18  har  varit  obetydlig.  Examensarbetet  har  dock  inte  lyckats kvantifiera  var  flow  övergår  till  kaos  med  den  testgrupp  och  motståndartyp  som använts.  Framtida  forskning  skulle  exempelvis  kunna  undersöka  på  vilket  sätt  ett varierande  motståndarantal  skulle  påverka  flow  för  en  mer  erfaren  testgrupp  som spelar mot andra motståndartyper..

The purpose of this study is to develop and practically evaluate a new approach for the introduction of changes in internal and external processes in a customer front, but with the aim of maintaining or increasing customer perceived quality during insertion. A working model has been developed and is used in a qualitative research in the form of a case study carried out in a customer front, on a customer group in Telia's mobile customer service in Sweden. There is currently little research that has studied the implementation phase.The results of the study show that the designed working model works satisfactorily, but also that it can be developed more. Employees are satisfied and the sale was a positive boost, however, declined the customer experience a little bit. Employees raises questions as leader behavior, confidence in the group ahead, everyone's different circumstances and desire for the individual choice.The biggest challenge for future leaders will be to manage and lead continuous change.