ABSTRACTInternet use in Sweden is among the highest in Europe. The increased availability and use of the Internet has changed people's behavior patterns. This, in turn, has made many companies choose to offer their products and services online. This means that there is less personal contact and that Customer relations can be described as having gone from face-to-face to face-to-screen. Swedish banks have come a long way in terms of adapting its operations to customers? demand in a global environment that is digitizing at a rapid pace.

Purpose: To examine how IR-related press releases affect share price for stock companies, and to explore how said companies practice Investor Relations.Methods: The study was conducted using an event study as well as e-interviews. The event study has a quantitative deductive research approach where the market model is used for calculating the abnormal return based on press releases. The e-interviews have a qualitative research approach and follow a semi structured interview guide. The study includes all listed stock companies within the Swedish construction industry and includes press releases from the last decade.Theory: The study is based on the efficient market hypothesis and its semi strong form, theories within Investor Relations and previous research.Results: The event study shows a significant negative abnormal return during a four day period starting the day after the press release event. The negative abnormal return could derive from investor relations being used by companies as damage control, or that the investors? expectations are too high as a result of IR.

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.

The purpose of this study was to examine the ways in which the Swedish lifestyle magazine VeckoRevyn construct the sex and love relations of bi- and homosexuals. We analyzed 22 unique texts in magazines, from 2009 to 2014, in order to get a result as current as possible.To represent the magazine overall we have selected texts from various parts of the magazine. With a critical discourse analysis and through relevant and significant theories and perspectives such as social constructionism and heteronormativity, we found that VeckoRevyn represent sex and love relations of bi- and homosexuals through four discourses.The outcome of our study shows that VeckoRevyn only represent a limited part of bi- and homosexuals sex and love relations. In the analysed texts bi- and homosexuals are forced to ?come out of the closet? repeatedly and their sexual relations are rarely represented.

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.

It is important that companies knows how to handle a complaint when they receive one from a customer. This information could the company take care of and use when they develop new services. Furthermore a good complain handling leads to satisfied and loyal customers which increases the revenue for the company. We have examined how SAS handle their internal information process and if this process affects the information and in that case how. The study is performed with a qualitative method, based on deep interviews.

The aim of the study was to analyse relations between the school and the surrounding world and how these relations affects the schools? work for sustainable development. This was mainly an interview study but teachers? self-valuations have also been used. Totally six teachers at two primary schools has been interwied.

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.

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?.

Purpose: The purpose of this thesis is to identify and analyze innovative products and services within the telecom industry, letting these findings constitute possible ways for CSPs to innovate the experience of their customers. Methodology: The research in this thesis was conducted from a qualitative approach and data were collected using primary- (expert interviews) and secondary sources (journals, articles, web sites etcetera). In addition, a research design entailing four sequential steps was created to stipulate and illustrate the logic underpinning the methodological process. Theoretical perspectives: The theories are divided in three groups. Background theories ? these intend to capture the problematic nature of the transforming telecom industry, examples of such theories are; value chain theories and ecosystem theory.

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.

This essay deals with children?s and adolescents? use of interactive media as a tool for doing relations with each other. The purpose is to increase the understanding of the impact interactive media has on pupils? relations and identity development both in school and on their spare time. The school system?s mission is not only to teach formal knowledge and facts but also to train children?s social skills and abilities.

As collaboration between companies move beyond the single transaction into more long-term relationships the consequences of a company's control system become more complex. The aim of this paper is to provide an understanding of how intra- and inter-organizational control and work practices interact through examining how a company's intra-organizational control influences its Customer relationships. The empirical research is performed through a qualitative case study where interviews have been conducted with management and sales staff within the case company as well as with one of the customers. The empirical findings have been analyzed using frameworks and theories regarding management control and Customer relationships. The study reveals that the intra-organizational control of the case company affects its relationships with customers in a number of ways.

Title: Interorganizational accounting in close relations ? A case study of the relation between a big purchasing company and two of their most important cooperation partners Course: Master thesis in Business and Administration within Accounting, 30 ECTS Advisor: Gun Abrahamsson Theoretical framework: This thesis uses theories of business relationships, management information systems and interorganizational accounting. Conclusions: Despite a difference in the relations the interorganizational accounting is designed and used in a similar way. The interorganizational accounting that exists in the two relations has a medium scope, fast timeline, high aggregation and high integration. The information is mainly used for attention directing and for decision making.