Starting out as a minor form of amusement, the game industry has become one of the most lucrative andsuccessful in the entertainment business competing against giants such as television, movies and music.As the internal competition within the developer community grows companies work hard at discoveringnew ways to attract and keep customers. By having a playcentric approach focusing on user experiencethey hope to achieve that goal. This thesis describes the process of designing a game with focus on theplayer. We apply the concept of flow on game development and investigate through research throughdesign if we are able to create a game that keeps the player in flow.Play tests showed several elements such as control issues and too difficult challenges early in the game,affecting the possibility for players to experience flow while playing. These negative factors came to becalled flowleakers.

This report deals with the performance of a batch flow treatment of landfillleachate compared with a continuous flow system. The parameters in focus were total Kjeldahl nitrogen (TKN), BOD5 and COD. The pilot-scale experiment used eight barrels with a volume of 150 liters. Each barrel was constructed differently concerning its flow, its bed material grain size and its presence of plants or not. Four of the barrels worked in batch mode, thus four in continuous flow mode.

Syftet med föreliggande studie var att undersöka hur ryttare upplever Flow, och vidare även hur ryttare upplever samspelet inom ekipaget vid Flow. Studien inkluderade 10 kvinnliga informanter (M = 18.7, SD = 1.48) med tävlingserfarenhet som sträcker sig från ingen alls till internationell nivå (Hoppning= 4, Dressyr = 3, Fälttävlan = 2, Ingen tävling = 1). En semi-strukturerad intervjuguide utvecklades utifrån Csikszentmihalyi's holistiska perspektiv på de nio dimensionerna av Flow (Jackson & Csikszentmihalyi, 1999), och data analyserades kvalitativt genom en innehållsanalys. Resultatet visade både att ryttares upplevelse av Flow stämmer väl överens med andra idrottsutövares upplevelse (Swann, Keegan, Piggott och Crust, 2012), och bekräftar tidigare tolkningar av att ridsporten skiljer sig från de flesta andra idrotter genom att utfallet till stor del är beroende av interaktionen och samarbetet mellan häst och ryttare (Beauchamp & Whinton, 2005). Vidare visar resultatet även att samspelet mellan häst och ryttare är en viktig och oersättlig del i upplevelsen av Flow..

We have left the industrial society, and instead, we live in a post-industrial knowledge and information society. It is often said that industrial production has disappeared or that it has changed greatly. This means that fewer are employed in the manufacturing sector while the service sector is increasing, resulting in that the boundaries between production and administration decreases. The production goes from mass production to more flexible and specialized solutions. This puts greater demands on the logistics chain that continually need to work to meet customer requirements.

Purpose: The study aims to, from a companys point of view, describe how strategic work with customer loyalty is done.Conclusion: Another possible way to try to create loyalty is to exceed the expectations whether the customer is a member of the loyalty program or not. A strong brand with a good reputation can also contribute to a stronger loyalty. Reward systems gradually reward the customers since they first need to collect points, or in this case miles, to be able to use them later on. The staff is often educated in service to be able to interact with the customer in a professional manner. One way to interact with the members of the loyalty program is through profiles on the internet.

This Master Thesis is a part of PlymoVent?s business to customer plot, with the aim to investigate how the consumers receive the services that PlymoVent provides. With regard to PlymoVent's business strategy and reference theory, the demands of how to receive and monitor a supply chain for a better customer satisfaction where targeted. The findings refer to poor customer satisfaction due to obscure procedures in problem resolution and discrepancy handling, and vague transportation accuracy..

The purpose of this paper is to examine the effect that price has on quality expectations and customer satisfaction and how price fits into a customer satisfaction model. An experiment in which participants are subject to scenarios of a high or low quality flight are used to test the hypotheses. The analysis shows that perceived quality has a bigger impact on satisfaction than price. Furthermore, price and quality do not affect customer satisfaction independently of each other. The importance of value compared to quality changes whether the actor is a high or low price actor.

AbstractManagement is a field that started getting attention in the beginning of the 20th century by Frederick Taylor. His publication is called the Principles of Scientific Management and is based on the principles of using scientific methods to find the best way of conducting each operation within a production facility. Many of Taylor?s principles may appear obsolete today but the matter of an effective material flow is still highly current. Efficiency is the relationship between the input into an operation and its result.

Syftet med denna studie är att undersöka hur elever i en vanlig svensk mellanstadieklassupplever flow i sitt lärande och vilka faktorer som påverkar upplevelsen av flow.För studien valdes en kvalitativ metod i form av enskilda intervjuer. Tre pojkar och treflickor i en klass 4 på mellanstadiet fick berätta vilket deras favoritämne var, och sedanbesvara frågor om hur de upplevde sitt favoritämne och hur de upplevde de övrigaämnena. Frågorna var skapade utifrån de olika faktorerna som påverkar flow enligtMihaly Csíkszentmihályis flowteori (Csíkszentmihályi, 1993).Resultatet av min undersökning visar att eleverna som intervjuades upplever flow iskolan, och då mest i favoritämnet. Det finns även exempel på motsatsen där entusiasmoch flow saknats i skolarbetet. Faktorer som har betydelse för att flow ska uppkomma ärbland annat rätt svårighetsgrad på uppgiften så att utmaningen anpassas efter individen,rätt tid och arbetstakt för genomförandet av uppgiften, möjlighet till medbestämmandeoch inflytande för den som utför uppgiften samt eliminerandet av störmoment underarbetet med uppgiften.Undersökningens resultat visar att flow har betydelse för elevens motivation och iförlängningen sannolikt också för elevens lärande.

Syftet med denna studie har varit att undersöka relevansen i tre olika teorier som förklarar hur Flow kan upplevas på en arbetsplats. Teorierna är skapade efter forskning från Csikzentmihaly, Hofstede samt Maslow. Undersökningen har skett på två olika arbetsplatser inom två olika yrkesgrenar för att finna om eventuella skillnader mellan dessa två arbetskontext kan påverka upplevelsen av Flow. Det ena företaget kategoriseras som en affärsmiljö och det andra företaget rubriceras som en kontorsmiljö. Tre hypoteser skapades som var för sig testade de tre teoriernas effekt på Flow.

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.

Several studies have examined the effects of perceived justice of preferential treatments to customers, but few have studied these effects when customers have different input. The purpose of the study is therefore to enhance the knowledge and understanding of the effects of preferential treatments to customers with varying input. More specifically, the study focuses on how perceived justice, customer satisfaction and loyalty are affected depending on the customer's input and received treatment. An experimental study with 263 respondents showed that the perceived justice and loyalty intentions among both the receiver and the non-receiver of the preferential treatment were of highest level when it was given to a customer with large input. Customer satisfaction however, was found to be of highest level when customers themselves received preferential treatment, regardless of the size of their input.

The purpose of this thesis was to study local bank offices work with customer satisfaction. A case study concerning two local bank offices was made, the cases were based on interviews with the managers at the bank offices. The research questions that we wanted this thesis to answer was how local bank offices create customer satisfaction among small business customers, and how local bank offices assess customer satisfaction among small business customers. The study showed that local bank offices find customer satisfaction among small business customers important and use complaints as the primary source in the process of creating customer satisfaction..

This paper aims to clarify how four customer magazines and digital versions of the magazines are being used by their target group. It focuses on the Ikea customer magazine specifically. After the analysis the conclusion is that out of the four companies customer magazines only one, Ikeas Live magazine, fully re-used the editorial content from the printed magazines on their digital platform. The interviewees were six readers of Ikeas customer magazine Live and two experts from a Stockholm based content firm. After the conducted interviews it became clear that none of the interviewees read the digital version of Ikeas magazine Live.

Detta arbete har utförts för att undersöka frågeställningen ?Hur bör ett dataspels tutorial designas för att spelaren ska lära sig samtidigt som den främjar uppkomsten av flow??. För att besvara detta har teorier inom pedagogik, lärande av spel, användbarhet och flow samt mer generella teorier kring spel studerats för att skapa en teoribildning inom området. För att testa detta har ett spel med två olika tutorials skapats. Detta spel har sedan använts för att, med hjälp av två testgrupper, samla data om hur spelare lär sig samt deras flowupplevelse.