As self-service technologies become more common in service provisions, a deeper understanding is needed of how customer satisfaction is affected by automated service encounters. Drawing from theories of customer satisfaction, human interaction, and the dynamics of complex service provisions, the differences between automated and interpersonal service encounters in the initial part of a service provision are examined in terms of customers? evaluation of the service encounter itself, overall satisfaction, as well as the service encounter?s impact on global evaluations and evaluations of other non-dependant service encounters. The study was performed on people travelling by air on Swedish domestic routes. Passengers were asked to evaluate the airline?s performance on different attributes of the air travel they had undertaken, as well as to form an overall evaluation of the service.

This is a final thesis in landscape planning, at the Swedish University of Agricultural Sciences (SLU). The study examines the current phenomenon of amenity migration and the international discourse applicability of the a "Countryside dream" in a small neighborhood in Käglinge, part of the transit-oriented community Oxie just outside of Malmö in the southern part of Sweden. The critical starting point of the study is the how many planners idealize the dense city with its positive proximity qualities. However, since the late 1900s, many people have instead started to idealize living in more rural or naturally appealing landscapes, often just outside a bigger city, with good transit possibilities (both by car and bus as well as by train). The phenomenon of amenity migration ? the migration to a new, more appealing everyday environment considered to have more amenities, is very relevant today since many smaller communities are becoming more transit-oriented, allowing the inmigrants to work in some bigger, dense town while living in a small-scale, less dense semi-rural community. More dense transit-oriented communities are however also an ideal to planners in Sweden, but to what extent can Käglinge in Oxie ? a neither rural nor urban community - fulfill a possible countryside dream, and what role does the train station have in the in-migrants everyday life? The study has a theoretical starting point in literature regarding amenity migration, countryside ideals, representations of the countryside and the possible migrants themselves, giving a broad perspective on these related issues. The case study of Käglinge in Oxie is then presented, including interviews with Käglinges in-migrants.

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.

It has been even more important in the forest sector in recent years to look at the whole chain from suppliers to end users, to improve operations and improve performance and the profits of the company. The research and development have been concentrated on the buyer?s market and product development, probably because this research has capability to give an increased cash flow. But to obtain stability and continuity in the production and selling units, the suppliers should also be investigated. The aim of this thesis is to study a one company's existing suppliers of roundwood and investigate the differences and attitudes they have about the company offerings.

The purpose of this study is to investigate the teachers? described experiences of advantages as well as disadvantages of Arne Trageton?s write to read-method (?ASL?) in contrast to the code-oriented traditional way of teaching. The aim of this study is furthermore to depict the teachers? opinions on whether they experience that the ASL-method is unfavourable for students in general. This study will also investigate the teachers? standpoint regarding choice of reading and writing method.

The purpose of this Master?s thesis is to perform a user oriented evaluation of the International Library?s website. The questions posed in this study are; for what purpose do the users in this study turn to the International Library?s website; what does the users information searching process consist of when visiting the site; how does navigation, layout and content effect the users satisfaction with the website; do the users in this study consider that the International Library?s website can be improved and if so, how? The study was performed with a user oriented approach where six qualitative interviews with librarians who use the website were conducted. These interviews were analysed using Brenda Dervin?s Sense making-theory and Leclercq?s theory about user satisfaction.

Our aim with this essay is to examine if social work in the care of elderly tends to be salutogenetic or patogenetic oriented. A salutogenetic oriented activity means that the social workers focuses on the elderly peoples individual possibilities, and collaborate with the receiver of care in order to offer him or her aid and resources for meaningful living conditions. A patogenetic oriented activity on the other hand means that the social workers focuses on the elderly peoples most primary needs, their illnesses and to introduce adequate treatment. We also examine if social workers in the care of elderly tend to prefer male or female characteristic features in the receivers of care. Finally we wanted to find out if there were any gender distinctions, if the appraisal of aid were more affected by a male or female receiver of care.

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.

The purpose of this study has been to investigate advantages and problems with distributionsystem metering in substations. This report is a study in cooperation with Göteborg Energi.The analyses in this report are made for GENAB, a subsidiary company of Göteborg Energi.To analyse advantages and problems in advance is interesting information for GENAB. Theresult of the report could be based upon whether installation of metering in distributionsubstations will be implemented and in that case which kind of measurement that is relevant.The most relevant and strategic place to implement measurement is at the distributionsubstations on the secondary side (400V), this is due to the placement of the currenttransformers. The measurements in this study involve current, voltage, power, power factor,temperature, energy and power quality.Measuring instruments that are relevant to implement are intended to measure current,voltage, power, power factor, energy and, possibly, power quality in the same measuring unit.It is desirable to have a measuring instrument that measures both energy and power qualitybut since it is most often a cost question, it can be established that energy meters have a lowercost.Metering in distribution substations gives a better illustration of the power network. Thisresults in many advantages for GENAB.

Syfte: Syftet med denna uppsats är att illustrera vilka faktorer som påverkar kundrelationer och hur ett företag bör gå tillväga för att förbättra dessa samt för att bevara sina kunder. Vi vill ge en illustration på hur en välorganiserad kundrelation kan framkallas. Uppsatsen är även en undersökning som kommer att framhäva Länsförsäkringarnas varianter av strategier och metoder inom kundrelation, detta kommer även att baseras ur kundens perspektiv. Det vitalaste kommer att handla om hur Länsförsäkringarna kan förbättra och utveckla detta. Metod: Vi valde att använda oss av primärdata för att öka trovärdigheten genom enkätundersökning och intervjuer, våra sekundärdata användes för att ge stöd till den primäradatan med författares och forskares teorier. Sedan jämförde vi resultatet från intervjuerna och enkätundersökningen med vad teoretikerna anser för att se om det överensstämmer med resultatet. Resultat & slutsats: Vi tycker att det har varit ett intresseväckande arbete att följa Länsförsäkringarnas tillvägagånssätt om hur de bemöter kunderna och relationen till dem.

Research now shows that the Individual Educational Programs (IEP) are dominated by individual- oriented actions. This despite the fact that the school`s policy documents advocate that IEP should be viewed in context of the school`s activities. Support must be seen from a holistic perspective and the student`s difficulties will be related to the whole school environment. In an attempt to understand why the individual- oriented actions are still there, I have studied how specific IEP are formulated, and how it relates to the school`s policy documents.In the study, I used discourse theory as a method. By examining the I E P in educational activity, I wanted to find the meaning with which the concept of individual, group and organizational level were filled.The results show that the IEP in comparison with the policy documents mainly differ on the definition of group and organizational level.

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 explores to what extent the Swedish language version of Google Images meets the usability requirements of average everyday users. Previously published studies on user behaviour and users? interface and search option preferences define the usability requirements, which are matched against Google Images? actual interface and search options. The retrieval method of Google Images is also briefly discussed, and users? opinions about Google Images too, as they come across in the previously published user studies.The findings are that Google Images lack some of the things that users ask for, but it still seems to be the most used image search engine among average internet users and more appreciated than other search engines.

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.